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Orders by phone

AI Voice Agent for Online Stores — Orders, Returns & Tracking by Phone

Give online shoppers a phone line that actually knows their order — status, tracking, returns, and product questions answered instantly, any hour of the day.

Spoki Voice for E-commerce

The Challenge

"Where's my order" calls flood support teams every day, especially around sales and holidays. Each one takes an agent away from higher-value work, and customers who can't get through by phone often end up requesting a chargeback instead of waiting for an email reply.

How It Works

Shopper calls in
Spoki Voice answers instantly and asks for an order number, email, or phone number to pull up the account.
Order data in real time
Spoki Voice connects to your store platform to check order status, tracking, stock, and return eligibility live.
Resolved without a ticket
Tracking updates, delivery estimates, and simple returns are handled on the call — no email back-and-forth.
Escalates disputes to your team
Damaged items, refund disputes, or angry callers are handed off immediately with full order context attached.

Example

Spoki Voice

Orders by phone

Hi, I ordered a jacket four days ago and it still says processing.
Let me check that for you — can I get the order number or the email used at checkout?
It's under sarah.moore@email.com.
Found it. It actually shipped this morning and should arrive Thursday. Want me to text you the tracking link?
Yes, please.
Sent! Anything else I can help with?

Business Impact

70%
Order status calls resolved without an agent
24/7
Coverage during sales and peak season
<15s
Average time to pull order data
-40%
Fewer WISMO tickets reaching support

Customization Options

Connect Spoki Voice to how your store already runs:

  • Shopify, WooCommerce, and other store platform integrations
  • Return and refund eligibility rules
  • Escalation triggers for disputes and damaged items
  • Peak-season overflow handling
  • Multi-language support
  • Sync with your CRM and support helpdesk

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Frequently Asked Questions

What is Spoki?

Spoki is a comprehensive WhatsApp Business API platform that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.

With Spoki, you can:

• Automate communications: Send automated messages, create chatbots, and set up intelligent workflows

• Manage customer support: Multi-operator team management with ticketing system and conversation routing

• Increase sales: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp

• Marketing campaigns: Send bulk messages to thousands of contacts with personalized templates

• AI-powered features: Leverage artificial intelligence to automate responses and qualify leads 24/7

• Integrate with your tools: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools

Spoki is an official Meta Tech Partner, guaranteeing reliability, security, and access to all official WhatsApp Business API features.

How does the WhatsApp Business API work?

The WhatsApp Business App and the WhatsApp Business API (used by Spoki) are two completely different solutions designed for different business needs:

WhatsApp Business App: • Designed for small businesses and sole proprietors • Manual message management • Limited to 5 devices simultaneously • Maximum 256 contacts per broadcast • No automation capabilities • Free but with significant limitations • No CRM or integration support

WhatsApp Business API (Spoki): • Designed for medium to large businesses • Unlimited operators: Your entire team can manage conversations simultaneously • Unlimited broadcasts: Send messages to thousands of contacts • Advanced automation: Chatbots, automatic responses, intelligent workflows • CRM integration: Connect with your existing tools (HubSpot, Salesforce, etc.) • Analytics & reporting: Detailed statistics on your communications • No ban risk: Official API approved by Meta for bulk messaging • Cloud-based: No need to keep a phone connected • Multi-channel: Integrate WhatsApp with SMS, Voice, and other channels

How much does a Spoki subscription cost?

Spoki offers three pricing tiers: a Free plan at €0/month for basic WhatsApp support and live chat, a Service plan starting at €19/month with AI-powered customer support and unlimited automations, and a Marketing plan starting at €49/month with bulk campaigns and advanced analytics. All plans include unlimited operators at no extra cost. WhatsApp conversation fees are charged separately by Meta based on usage volume.

Is there a free trial?

Yes, Spoki offers a permanent Free plan at €0/month that includes live chat with unlimited operators, basic automations, and a ticketing system. This allows businesses to test core WhatsApp Business API features before upgrading. Paid plans start at €19/month for the Service tier and €49/month for the Marketing tier, with no long-term contracts required.

Can I integrate Spoki with other tools?

Spoki integrates with thousands of platforms through native integrations, Zapier, Make (Integromat), and Webhooks.

Native Integrations:

• E-commerce: Shopify, WooCommerce, PrestaShop, Magento

• CRM: HubSpot, Salesforce, Pipedrive, Zoho, ActiveCampaign

• Marketing: Mailchimp, Google Sheets

• Payment: Stripe, PayPal

• Support: Zendesk

Via Zapier/Make:

Connect to 4,000+ platforms including: • Google Workspace (Sheets, Calendar, Drive) • Microsoft Office 365 • Slack, Trello, Asana • WordPress, Webflow • Custom apps via API

Webhooks & API:

Full REST API for developers to build custom integrations.

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