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Context-aware

AI Voice Agent with Sentiment-Based Smart Handoff

Spoki Voice reads the vibe of the conversation — frustration, urgency, high interest — and decides in real time when a human needs to step in, instead of relying on rigid escalation rules.

Smart Voice Handoff Based on Sentiment & Urgency

The Challenge

Rule-based escalation is blunt: it triggers on keywords or call duration, not on how the customer is actually feeling. That means some frustrated callers wait too long for a human, while calm ones get escalated unnecessarily.

How It Works

AI listens beyond the words
Spoki Voice tracks tone, pace, and emotional cues throughout the conversation, not just what's being said.
Sentiment and urgency are scored live
The system continuously assesses whether the caller is calm, confused, frustrated, or urgent.
Handoff triggers dynamically
When sentiment crosses a threshold, Spoki hands off immediately, even if no keyword or rule would have caught it.
The right moment, every time
Humans step in exactly when it matters, without unnecessary escalations or delayed ones.

Example

Spoki Voice

Context-aware

This is honestly getting really frustrating, I've explained this twice already.
I hear you, and I want to make sure this gets resolved properly — connecting you with a specialist right now.

Business Impact

Real-time
Sentiment and urgency detection
-40%
Unnecessary escalations
+35%
Faster handoff on frustrated calls
Dynamic
No rigid keyword rules

Customization Options

Adapt handoff sensitivity to your business:

  • Sentiment thresholds for handoff
  • Urgency detection rules
  • Tone and empathy in AI responses
  • Escalation destinations by sentiment type
  • Multi-language support
  • Sync with your CRM and support tools

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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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