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Everything the Calls and Support desk pages do can also be done from your own systems: a helpdesk, a website, a phone system or your own software. In the dashboard, open API & integrations. Only the organization's owners and admins can manage it; everything done through it is billed to the organization like the same thing done in the dashboard.
The technical details, examples and the full API reference are in the developer docs. This article explains what each part is for.
Supported integrations
Spiiksi works with these tools. Each has a step-by-step guide in the developer docs.
| Integration | What it does | Guide |
|---|---|---|
| Zendesk | A ticket sidebar app: start a translated call, translate the customer's comments and your replies | Zendesk |
| Freshdesk | The same sidebar app for Freshdesk tickets | Freshdesk |
| Salesforce | A component on Case pages that starts a translated call with the case's contact | Salesforce |
| Genesys Cloud | A data action that starts a translated call from your flows and scripts | Genesys Cloud |
| Microsoft Teams | "call es" in a channel starts a call and posts the links; "translate de: …" translates | Microsoft Teams |
| Phone numbers (Twilio) | Callers pick their language from a spoken menu and join a call; calls can also be dialled out | Phone lines |
| Phone systems (SIP / Asterisk) | A PBX connects directly, and each line starts a call | SIP |
| Your website | A chat button that opens a support desk conversation | Website chat |
| Your own pages | Calls and chats in a pop-up or part of your page, with the JavaScript SDK | JavaScript SDK |
| Your own software | Calls, chats and text translation through the API | Quickstart, API reference |
All of them are listed in connectors. Calls started through an integration appear under Calls, where agents join them.
Setting up phone numbers and Teams
Twilio, SIP and Teams are set up in the dashboard, under Connectors on the API & integrations page:
- Twilio: fill in your Twilio details, press Connect, and paste the Voice webhook URL (paste into Twilio) into your number's settings in Twilio.
- SIP: create an entry id and copy the dialplan into your PBX.
- Teams: create an outgoing webhook in the team and paste its security token.
Setting up helpdesk apps
Zendesk, Freshdesk, Salesforce and Genesys Cloud are installed in those tools. Create an API key for the app (below), download the app from its guide, and follow the steps there.
API keys
Your own systems use an API key to talk to Spiiksi. How keys are sent with each request is in authentication.
- Under API keys, describe what the key is for, for example “Zendesk”.
- Choose the Mode: Live for real use, or Test for trying things out (below).
- Under What the key may do, leave everything on, or allow only what the system needs, for example only translating text, or only seeing calls.
- Press Create key, and copy the key at once. It isn't shown again; keep it on your server, never in a web page.
Revoke stops a key at once, for example when it may have leaked. The list shows when each key was last used.
Test mode
With a Test key, text gets a stand-in translation, calls pass the voices through untranslated, and nothing is billed. It sees only what test keys made, never your real calls and conversations. Use it while building an integration, then switch to a Live key.
Webhooks
A webhook tells your server when something happens: a call starts or ends, a chat starts, gets a message or closes.
See webhooks in the developer docs for what each notification contains and how to check its signature.
- Under Webhooks, enter your server's Webhook address, choose the Events (or All events), and press Add webhook.
- Copy the signing secret. It isn't shown again; your server uses it to check that each delivery really came from Spiiksi.
- Test sends a test delivery and shows what your server answered.
If your server doesn't answer, Spiiksi tries again, with longer and longer gaps, for about a day and a half. Deliveries shows each one and whether it arrived, and Send again resends one. After ten deliveries in a row fail, the webhook is paused; turn its Active switch back on once your server works again.
OAuth apps
An OAuth app is for software that many organizations connect, such as an app in a helpdesk's marketplace. Instead of handing over an API key, each organization's admin approves the app on Spiiksi and can disconnect it at any time.
- If you make such an app: see OAuth in the developer docs, and register it under OAuth apps with its App name and Redirect URIs (https, separated by spaces). You get a Client ID and Client secret.
- If you connect someone else's app: Spiiksi shows what the app wants to do and for which organization; press Allow. Connected apps are listed under Apps connected to this organization, where Disconnect stops their access at once.
Website chat and your own pages
- A chat button for your website opens Support desk conversations; see Support desk.
- Calls and chats can also open inside your own pages, in a pop-up or a part of the page, with the JavaScript SDK (/docs/javascript-sdk).
Security
- Keep API keys and secrets on your server. Anyone with a key can use it, and it's billed to your organization.
- Give each system its own key with only what it needs, so one can be revoked without stopping the others.
- Spiiksi stores only a fingerprint of each API key and app's client secret, not the key itself, which is why it can't be shown again.
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