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Citizen services

AI Voice Agent for Public Sector — Citizen Services & Inquiries by Phone

Answer citizen questions about services, documents, and office hours by phone instantly — extending coverage without extending headcount.

Spoki Voice for Public Sector

The Challenge

Public offices field a high volume of repetitive calls — document requirements, office hours, application status — with limited staff and strict service-level expectations from residents. Long wait times erode public trust even when the underlying service is working fine.

How It Works

Citizen calls in
Spoki Voice answers instantly, extending office hours without adding staff.
Looks up the right information
Spoki Voice checks service requirements, document lists, and application status where available.
Answers routine questions
Office hours, required documents, and general procedures are explained clearly on the call.
Complex cases reach staff
Anything requiring a case worker or specific department is routed with full context.

Example

Spoki Voice

Citizen services

Hi, what documents do I need to renew my ID card?
You'll need your expiring ID, proof of address, and one passport photo. Would you like the office hours and address as well?
Yes, please.
The office is open Monday to Friday, 9am to 2pm, at 12 Municipal Square. I'll also text you this information.

Business Impact

24/7
Citizen inquiry availability
60%
Routine questions resolved without staff
-30%
Call volume reaching front-desk staff
<20s
Average time to answer a service question

Customization Options

Adapt Spoki Voice to your office's services and procedures:

  • Service and document requirement scripts
  • Office hours and location information
  • Department-specific routing rules
  • Application status lookup where available
  • Multi-language support
  • Sync with your case management system

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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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