Calls

A call is for talking with one customer who doesn't share your language: a support case, a booking, a home visit arranged by phone. You and the customer each speak your own language, and each of you hears the other interpreted into yours, a couple of seconds behind, both ways at once. With video you also see each other.

The customer needs only the link and a browser, on a phone or a computer. No app and no account.

Starting a callAsk

1. In the dashboard, open Calls.
2. Choose Your language and the Customer's language. Leave the customer's language on detect, and the customer chooses it when they open the link.
3. Optionally fill in the Customer's name and Your reference: ticket, order or phone number, so you can find the call later.
4. Allow video lets both of you turn on the camera. Without it, the call is voice only.
5. Press Create call link.

Then send the customer their link: Copy link, or send it straight from your phone as a Text message or Email. Press Join the call to open your own side. The call starts as soon as you're both there.

Your language is remembered for the next call on the same browser.

A call can also start from a conversation on the Support desk: Call puts the customer's call link in the chat and opens your side (Support desk).

During the callAsk

• Each of you first chooses whether you're wearing headphones (I'm wearing headphones). With headphones you can speak while the translation plays. Without them, your microphone pauses while the translation plays, so it isn't picked up and sent back. Headphones make the conversation smoother.
• Speak normally, in your own language. The screen shows the state: getting the interpreter ready, live, or paused.
• With video, you see each other but hear only the translation, not the other person's own voice.
• Mute and Turn camera off work as in any call. Your End call ends it for both of you. The customer has Leave instead, which takes them out of the call; they can rejoin from the same link while it's open.

If nobody speaks for a minute, the interpretation pauses by itself and starts again when someone speaks. A call stops after four hours.

Finding and ending callsAsk

Recent calls on the Calls page lists your organization's calls, open and ended. On an open call, Join opens your side again and End ends it for both of you. An ended call's links stop working.

Calls from a phone, a helpdesk or TeamsAsk

A customer can also join by phone, if your organization has connected a phone number or a phone system under API & integrations (API & integrations). See the developer docs for phone numbers through Twilio and your own phone system (SIP). A caller picks their language from a spoken menu (or the line is set to one language), and the call appears under Calls, where an agent joins it from the browser. The caller hears your words interpreted, and you hear theirs.

Calls can also be started from Zendesk, Freshdesk, Salesforce, Genesys Cloud and Microsoft Teams, or from your own software through the API.

Who can make callsAsk

Anyone in the organization can make calls. How calls are charged is in Billing and payments.

PrivacyAsk

Calls aren't recorded. The speech is sent to OpenAI to interpret it, as an event's interpretation is, and is not kept. Video goes directly between the two browsers and never through Spiiksi. The call's links contain a key in the part after the #, which browsers don't send to servers. Only the call's details (languages, name and reference) and its length and cost are kept (Privacy, recordings and security).

Limits worth knowingAsk

• The interpretation is made by AI and can contain mistakes, which the customer's page says. For a medical or legal matter where a mistake could cause harm, a professional interpreter may be the better choice.
• Speak one at a time. Talking over each other, and background noise, make mistakes likelier.
• A call is for two people: you and one customer. For one speaker and many listeners, use an event; for two people around one phone, the dialogue (Dialogue).