Customer Experience

Voki was designed to give the client the simplest and most seamless experience possible. No account creation, no app installation, and no configuration is needed. The entire service takes place directly in the browser.

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Access via link

The client receives a link to access the service, which can be sent via email, SMS, WhatsApp, or automatically generated by the widget on your website. The link format is:

https://voki.avanter.com.br/call/{token}

Upon clicking the link, the browser automatically opens the pre-service page.

Automatic language detection

The client interface automatically detects the browser's language and displays all content in the corresponding language: Portuguese (BR), English (US), Spanish, or French. If the browser language is not supported, the default is Portuguese (BR).

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Pre-service form

Before entering the queue, the client fills out a quick form with their information:

Field	Description	Required
Name	Client's full name	Yes
Email	Email for contact and identification	Yes
Phone	Phone number for contact	No
Subject/Reason	Brief description of the reason for the service	No

After filling in the data, the client clicks "Join queue" and is directed to the waiting room.

For managers

The data filled in by the client is available in the integrated CRM and in service reports. This allows your team to track each client's history over time.

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Waiting room

While waiting for service, the client sees a waiting screen with the following information:

Element	Description
Queue position	Number indicating how many people are ahead
Estimated time	Estimate of how long until they are served
Company logo	Visual identity of the department that will handle the service
Custom message	Text configured by the manager (e.g., "Please wait, you will be served shortly")

What the client can do while waiting

• Test camera and microphone — Check that devices are working properly before the call
• Enable background blur — Blur the video background for greater privacy
• Leave the queue — Abandon the wait at any time by clicking the "Leave" button

Browser permissions

The first time the client accesses the service, the browser will request permission to use the camera and microphone. It is necessary to allow access for the video call to work properly.

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Video call

When an attendant accepts the call, the video room starts automatically. The client does not need to take any additional action — the connection is established instantly.

What appears on screen

Element	Description
Attendant's video	Attendant's image on the main screen
Your own video	Thumbnail of the client's video in the corner of the screen
Chat	Area for exchanging text messages during the call
Protocol number	Unique call identifier for future reference

Available controls

During the call, the client has access to the following controls on the bottom bar of the screen:

Control	Function
Camera	Turn video on or off
Microphone	Turn audio on or off
Background blur	Enable or disable background blur
End call	End the service (red "Leave" button)

Call quality

For the best video experience, recommend that your clients: maintain a stable internet connection (minimum 2 Mbps), use headphones to avoid echo, and ensure good lighting in their environment.

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Recording consent

If the attendant requests call recording — or if the department requires mandatory recording — the client will receive a clear notice on screen:

Situation	Behavior
Recording requested by the attendant	The client can accept or decline the recording
Client accepts	Recording starts automatically; a visual indicator remains visible
Client declines	The call continues without recording; the attendant can resend the request
Department with mandatory recording	Declining the recording automatically terminates the call

Transparency

The client is always informed when a recording is in progress. A visual indicator remains visible throughout the recorded call, ensuring complete transparency.

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Connection loss and reconnection

If the internet connection is interrupted during a call, Voki has an automatic recovery mechanism:

1. Immediate detection — The system detects the connection loss instantly
2. Reconnection screen — The client sees a "Reconnecting..." message with a countdown
3. 60-second window — The system waits up to 60 seconds to restore the connection
4. Automatic reconnection — If the connection returns within the time limit, the call continues normally
5. Termination — If the timer expires without reconnection, the call is ended

What to do in case of connection loss

• Check your Wi-Fi or mobile data connection
• Try reloading the page quickly (F5)
• If on unstable Wi-Fi, consider using mobile data as an alternative

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Post-service survey

After the call ends, the client is invited to respond to a satisfaction survey. The survey is optional — the client can close it without responding.

Survey questions

Metric	Question	Scale
CSAT (Customer Satisfaction Score)	"How would you rate the service?"	1 to 5 stars
NPS (Net Promoter Score)	"On a scale of 0 to 10, how likely are you to recommend our service?"	0 to 10
Comment	Free-text field for observations	Free text

For managers

Survey results are available in the reports panel, allowing you to track client satisfaction over time and identify opportunities to improve the service.

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Complete flow summary

To make it easier to understand, this is the complete path the client follows:

Step	Client action	What happens
1	Clicks the service link	Opens the pre-service page in the browser
2	Fills in the form	Data is recorded in the company's CRM
3	Clicks "Join queue"	Enters the department's waiting room
4	Waits in the queue	Sees their position and estimated time
5	Attendant accepts the call	Video call starts automatically
6	Receives service	Communicates via video, audio, and chat
7	Call is ended	Satisfaction survey is displayed (optional)