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Support desk

Chat with customers in any language. They write in theirs, you read and answer in yours, and Spiiksi translates both ways as you go.

3 min read
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The support desk is a chat between your organization and one customer who writes in another language. The customer writes in theirs and reads your answers in it; you read their messages in yours and answer in it. Every message is translated the moment it's sent.

The customer needs only the link and a browser. No app and no account. The desk can also be connected to the helpdesk or chat you already use, through API & integrations (API & integrations).

Starting a conversation

  1. In the dashboard, open Support desk.
  2. Under New conversation, choose Your language and the Customer's language. Leave the customer's language on detect, and it's taken from their first message.
  3. Optionally fill in the Customer's name and Your reference — ticket, order or phone number.
  4. Press Create link, and send the customer the link: Copy link, a Text message, an email, or your own chat. Go to the conversation opens it.

Chatting

  • Messages arrive live. You see when the customer is writing.
  • Each side reads the other's messages translated. Under a translated message, Translated by AI · Show original shows the exact words that were written.
  • Messages can also be spoken: tap the microphone, speak, and tap again. The message is transcribed and translated like a written one.
  • Each agent reads in their own language, chosen at the top of the conversation, so several agents with different languages can answer the same customer.
  • Call starts a voice or video call with the customer: their call link appears in the chat, and your side opens (Calls).

Conversations are under Open and Closed. A dot marks an open conversation waiting for your reply.

New link and ending

  • New link makes a new link for the customer. The old one stops working at once, for example when it was sent to the wrong person.
  • End closes the conversation. The customer sees it has ended and can no longer write in it.

On your website and in your helpdesk

  • Website chat: a chat button on your own website opens these conversations. Your website developer adds it with a few lines; see website chat in the developer docs. The customer writes in your website's chat window, and your agents answer from the Support desk.
  • Zendesk and Freshdesk: the Spiiksi sidebar app translates the customer's messages and your replies right in the ticket, and starts a translated call. See Zendesk and Freshdesk.
  • Your own chat or helpdesk: it can send each message through Spiiksi and get it back translated for the other side, so your agents keep working where they always have. See support chats in the developer docs.

Who can use it

Anyone in the organization can use the desk. How conversations are charged is in Billing and payments.

Privacy

The customer's link contains a key in the part after the #, which browsers don't send to servers. Messages are translated by OpenAI and kept for 30 days by default, then deleted. A spoken message's recording is transcribed and not kept. The customer's page says the messages are translated by AI (Privacy, recordings and security).

Limits worth knowing

  • The translation is made by AI and can contain mistakes. The original is always one tap away; check it when a detail matters.
  • One conversation is with one customer. For many listeners, use an event.

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