📞 Spoki Voice: Integration Guide (WhatsApp & Phone)

Spoki Voice allows you to manage voice communications directly within the Spoki platform. You can make and receive calls using a dedicated virtual number and initiate WhatsApp Calls directly from the chat interface.

This guide covers:

1. Activating the Voice Channel.
2. Setting up WhatsApp Call Permissions (Required).
3. Making Outbound Calls.
4. Receiving Inbound Calls.

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1. Activation & Getting a Number #

To use Spoki Voice, you must first acquire a dedicated phone number.

1. Navigate to Account > Voice.
2. You will see a “Welcome to Voice” screen. Click the green Request phone number button.
3. Fill in the Representative Details (Name, Address, City, etc.) required for regulatory compliance.
4. Review the subscription cost in the Order Summary and complete the payment using your card.
5. Once processed, your Status will change to “Active,” and you will see your new Phone Number assigned in the dashboard.

For WhatsApp Calls:

1. Navigate to Account > WhatsApp.
2. Navigate to call tab
3. click on activation and then you see the following activation.

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2. WhatsApp Call Permissions (Crucial Step) #

To make WhatsApp Calls to your customers, you must strictly follow Meta’s anti-spam policies. You cannot call a user on WhatsApp cold; you must first obtain their permission using a specific template.

How to Create a Permission Template: #

1. Go to Templates and click New.
2. In the “Set up your template” popup, select the category Call permission request.
   • Note: This specific category is designed to ensure compliance and prevent your number from getting banned.
3. Draft your message in the body (e.g., “Would you like to speak with an agent via voice call?”).
4. Submit the template for approval.

The Flow: #

1. Send the Template: Send this “Call permission request” template to the customer via chat.
2. User Accepts: The customer must interact/accept the request.
3. Call Unlocked: Once the user accepts, the ability to initiate a WhatsApp call via Spoki is enabled for that contact.

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3. Making Outbound Calls #

Once your number is active and permissions are sorted (for WhatsApp), you can call customers directly from their chat window.

1. Open the Chat with the specific contact.
2. Click the Phone Icon (📞) located at the top right of the chat header.
3. Select your desired calling method from the dropdown:
   • WhatsApp call: (Requires prior user permission). Uses the data network.
   • Phone call: Uses the standard telephonic network via your Spoki virtual number.
4. In-Call Interface:
   • While on the call, a window will appear allowing you to Add notes in real-time.
   • You can mute your microphone or put the call on speaker.
5. Call Log: After the call ends, a summary (and potentially an AI-generated recap, if enabled) will be saved directly in the chat history for future reference.

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4. Inbound Calls #

Your Spoki Voice number is fully functional for incoming traffic as well.

• Receiving: When a customer calls your dedicated Spoki number, the call will route to the platform.
• Availability: Ensure your status is set to online/available to receive these calls.

Here is the updated documentation with the new section on AI Voice Agents added. I have incorporated the details from your new screenshots regarding the Prompt, Voice Config, and Workflow settings.

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5. AI Voice Agents for Inbound Calls #

You can create an advanced AI Voice Agent to answer incoming calls, handle complex conversations, and transfer calls to human operators when necessary.

A. Creating the Agent & Prompting #

Navigate to the Agents section to configure your bot behavior:

1. Agent Name: Give your agent a name.
2. Default Agent: Toggle the Default switch to ON. This ensures this specific agent automatically picks up all inbound calls to your Spoki number.
3. First Message: Define exactly what the agent says immediately when answering (e.g., “Hello, thanks for calling Spoki. How can I help you today?”).
4. System Prompt: This is the “brain” of the agent. Describe its personality, role, and the context of the conversation here so it knows how to behave.

B. Voice Configuration #

Customize how your agent sounds in the Voice Config tab:

1. Language & Persona: Select the appropriate language (e.g., US English, Italian, Spanish) and choose a specific voice persona (e.g., “Francesca” for natural conversations, “Ronald” for a deeper tone).
2. Speed: Use the slider to adjust the speaking rate (Slow, Normal, Fast) to match your brand’s style.

C. Workflow & Handling Transfers #

Use the Workflow tab to visually map out how the call should proceed and handle complex situations:

• Visual Editor: You have a canvas where you can drag and drop actions starting from the Start node.
• Available Actions:
  • Platform Transfer: Automatically transfer the call to a human operator if the user asks for one or if the issue is too complex.
  • Agent Transfer: Hand off the call to a different AI agent specialized in another topic.
  • End Call: Gracefully terminate the conversation.
  • Dispatch Tool: Trigger external tools or integrations during the call.