FAQ / Troubleshooting
Find answers to the most frequently asked questions and solutions to common issues when using Voki.
Camera and microphone issues
Camera or microphone not detected
Check browser permissions
This is the most common issue. In the vast majority of cases, you simply need to allow camera and microphone access in the browser settings.
Step-by-step solutions:
Check browser permissions:
- Chrome: Settings > Privacy and security > Site settings > Camera / Microphone
- Firefox: Settings > Privacy & Security > Permissions > Camera / Microphone
- Edge: Settings > Cookies and site permissions > Camera / Microphone
Close other programs that may be using the camera (Zoom, Teams, Skype, Google Meet, etc.)
Test your devices on another site (e.g., webcamtest.com) to confirm they work
Try an incognito/private tab to rule out interference from browser extensions
Restart the browser completely (close all windows and reopen)
Video is freezing or low quality
Solutions:
- Check your internet connection — the minimum recommended speed is 2 Mbps for both upload and download
- Close other tabs and programs that consume internet bandwidth
- Temporarily disable background blur — the effect consumes processing power
- Connect via Ethernet cable instead of Wi-Fi, if possible
Performance tip
If the video continues to freeze, try reducing the number of open browser tabs. Each tab consumes memory and processing power, which can affect video call quality.
Connection issues
Call won't connect or drops frequently
Solutions:
- Check if your network allows WebRTC connections (UDP ports not blocked by firewall)
- If on a corporate network, ask the IT department to unblock WebRTC ports
- Try an alternative network (e.g., use your phone's 4G as a hotspot)
- Clear the browser cache and try again
- Voki automatically detects connection loss and attempts to reconnect — wait a few seconds before reloading
"Connection lost" or "WebRTC connection failure" error
Automatic reconnection
Voki has automatic reconnection. When the connection is lost, the system waits up to 60 seconds trying to restore it. Wait for the countdown before taking other actions.
If automatic reconnection doesn't work:
- Reload the page (F5 or Ctrl+R)
- Check that your browser is updated to the latest version
- Try another browser — Google Chrome is recommended
Supported browsers
| Browser | Minimum version | Support | Notes |
|---|---|---|---|
| Google Chrome | 90+ | Full | Recommended browser |
| Microsoft Edge | 90+ | Full | Chromium-based |
| Mozilla Firefox | 85+ | Full | Full WebRTC support |
| Safari | 15+ | Partial | Browser-side recording not supported |
| Opera | 76+ | Full | Chromium-based |
| Brave | 90+ | Full | May require disabling Shields for WebRTC |
Unsupported browsers
- Internet Explorer (any version)
- Safari versions prior to 15
- Browsers in compatibility mode
Upload limits
| Resource | Maximum limit |
|---|---|
| Call recording | 200 MB per file |
| Department logo | 5 MB |
| Profile photo | 2 MB |
| Virtual backgrounds | 5 MB |
Long recordings
If a long call recording approaches the 200 MB limit, the system automatically manages segmentation. There is no need to interrupt the call.
Frequently asked questions
About the platform
Do I need to install any software to use Voki?
No. Voki works entirely in the web browser. Both the attendant and the client only need a modern browser with WebRTC support. There is no application to download.
Does the client need to create an account to be served?
No. The client accesses the service through a link generated by the company. They simply fill in their name and email in the pre-service form. No registration is required.
In which languages is Voki available?
The platform automatically detects the browser's language. Supported languages are: Portuguese (BR), English (US), Spanish, and French. To change, simply adjust the language in your browser settings.
About calls
Can I use Voki on a mobile phone?
The client experience (receiving service) works on mobile browsers — Chrome for Android and Safari for iOS. The Attendant Workstation is optimized for desktop or laptop use.
Can I serve in more than one department at the same time?
Yes. An attendant can be assigned to multiple departments and will receive calls from all of them in their Workstation. The unified queue shows which department each call originates from.
What happens if my internet drops during a call?
Voki has automatic reconnection. The system waits up to 60 seconds to restore the connection. If reconnection is successful, the call continues normally. Otherwise, the call is terminated and the client is notified.
How do multi-participant calls work?
Calls with more than 2 participants use SFU (Selective Forwarding Unit) technology and are available on Professional and Enterprise plans. On the Free and Starter plans, calls support only 2 participants (peer-to-peer).
About recordings and data
How long are recordings stored?
It depends on the contracted plan:
| Plan | Recording retention |
|---|---|
| Free | Recording not included |
| Starter | 30 days |
| Business / Professional / Enterprise | 365 days |
Can I delete a department that has recordings?
No. Departments with call recordings are protected for audit and compliance reasons. You can deactivate the department so it no longer receives new calls, but existing recordings are preserved.
About integrations
How do I integrate Voki with my CRM?
There are two options:
- Webhooks — Receive automatic notifications of events (calls started, ended, clients registered). See the Webhooks and Integrations section
- REST API — Query and manage data programmatically. See the REST API section
- Salesforce — Native integration available on the Enterprise plan. See the CRM section in the Manager Panel
Can I have more than one company (tenant) on the same account?
Each company requires a separate registration with its own tax ID, users, and settings. Each tenant is completely isolated — one company's data is never accessible by another.
Branding and customization issues
Custom colors are not showing
Solutions:
- Clear the browser cache (Ctrl+Shift+Del) and reload the page
- Check that the changes were saved on the Branding page (a confirmation message should appear)
- Refresh the page with F5 or Ctrl+R
- Theme changes may take a few seconds to propagate — wait and reload
Browser cache
Most visual customization issues are resolved by clearing the cache. Use Ctrl+Shift+Del, select "Cached images and files," and click "Clear data."
Link sending issues
Sending a link via SMS or WhatsApp failed
Solutions:
- Check that the channel provider is configured in "Notification Providers" in settings
- Use the "Test" button to validate the provider credentials
- Confirm that the recipient's number includes the country code (+55 for Brazil)
- Check that the company's plan includes the desired channel (SMS and WhatsApp require Professional plan or higher)
Contact support
If you didn't find the answer to your question in this manual, contact our team:
| Channel | Contact | Availability |
|---|---|---|
| suporte@avanter.com.br | Monday to Friday, 9 AM to 6 PM | |
| Website | avanter.com.br | 24/7 |
Enterprise support
Enterprise plan clients with dedicated support have an exclusive service channel, provided during plan activation. Use it for priority support.
Voki v4.0 — Developed by Avanter Aliado Tecnologico LtdaCopyright 2026. All rights reserved.