Vapi - Actions and Triggers in Workflows

Connect Patient Copilot workflows with VAPI (Voice AI Platform Integration) to automate AI-powered voice assistants, calls, chats, and file handling — without third-party tools. This guide explains what the integration is, key benefits, setup steps, available triggers & actions, real-world use cases, and best practices. ## What is VAPI in Workflows? VAPI allows Patient Copilot workflows to initiate and manage AI-powered voice and chat interactions. There are two directions of automation: ### VAPI → Patient Copilot (Triggers) Start a Patient Copilot workflow when an event occurs in VAPI (e.g., a new call is created). ### Patient Copilot → VAPI (Actions) Trigger AI calls, chats, or file uploads inside VAPI when CRM events occur (e.g., a new lead submits a form). This enables agencies and businesses to automate lead qualification, appointment reminders, onboarding assistance, and outbound campaigns using AI voice automation. * * * ## Key Benefits - Instant AI Lead Qualification – Automatically call leads after form submission. - CRM + AI Sync – Update opportunities based on AI outcomes. - Automated Appointment Confirmation – Reduce no-shows with reminder calls. - Knowledge-Powered Assistants – Upload documents to enhance AI responses. - Reduced Manual Work – Eliminate external webhook or Zapier setups. * * * ## Prerequisites & Permissions Before using VAPI in workflows: - Access to Automation → Workflows - A connected and active VAPI account - Premium Workflow features enabled * * * ## Connecting Your VAPI Account ### Connect from Workflow Builder 1. Go to Automation → Workflows 2. Add any VAPI trigger or action 3. Click Connect Now 4. Authorize your VAPI account ### Connect from Integrations Page 1. Go to Settings → Integrations 2. Select VAPI 3. Click Connect 4. Complete authentication Once connected, VAPI steps will load automatically in the workflow builder. How to Find Your VAPI API Key 1. Go to dashboard.vapi.ai and log in to your account. 2. Open the Account menu. 3. Click on “API Keys.” 4. Generate a new key (if needed) and copy your Private API Key. * * * ## Available Triggers (VAPI → Patient Copilot) | Trigger | Description | | --- | --- | | New Assistant | Fires when a new AI assistant is created in VAPI | | New Call | Fires when a new call is initiated in VAPI | | New File | Fires when a knowledge file is uploaded to VAPI | Use filters to limit workflow enrollments if needed. These triggers work on polling every 5 minutes. * * * ## Available Actions (Patient Copilot → VAPI) | Action | Description | | --- | --- | | Create a Call | Initiate an AI-powered voice call | | Create Chat | Start a new AI chat session | | Upload File | Upload a knowledge file to power AI assistants | | Delete Call Data | Remove stored call data | | Delete Chat Data | Remove chat session data | | Delete File | Remove a knowledge file | | Update Call Name | Modify call metadata | | Find Call | Retrieve call details by ID | * * * ## Upload File – Supported File Types Only one file can be uploaded per Upload File action step. If multiple files are required, add multiple Upload File steps in sequence. ### Supported File Formats - Markdown (.md) - PDF (.pdf) - Text files (.txt,.log) - CSV / TSV (.csv,.tsv) - HTML / CSS / JS / TS (.html,.css,.js,.ts) - XML (.xml) - JSON (.json) - YAML (.yaml,.yml) - Microsoft Word (.doc,.docx) These files are typically used as knowledge sources for AI assistants. * * * ## Call Concurrency & Rate Limits ### Default Concurrency Every VAPI account includes 10 concurrent call slots by default. This means: - Only 10 calls can run simultaneously. - Additional calls are automatically queued and retried as slots become available. For example: If 25 calls are triggered at the same time: - 10 calls start immediately. - 15 calls wait in queue until a slot frees up. * * * ### Increasing Concurrency You can increase concurrency via: VAPI Dashboard → Settings → Billing → Reserved Concurrency Additional billing may apply depending on your subscription. * * * ### API Rate Limits In addition to concurrency limits, API rate limits may apply depending on your VAPI subscription tier. Best practices for high-volume campaigns: - Avoid triggering hundreds of calls simultaneously. - Use Wait steps in workflows. - Stagger outbound automation. - Monitor Execution Logs for API errors. * * * ## Supported Phone Numbers Currently, only phone numbers purchased directly inside VAPI are supported. The following are not supported: - Custom Twilio numbers (Coming soon) - Patient Copilot phone numbers (Coming soon) - Imported external numbers (Coming soon) If you attempt to initiate a call using an unsupported number, the call will fail. * * * ## How To Set Up VAPI in a Workflow 1. Go to Automation → Workflows 2. Create or open an existing workflow 3. Choose a trigger (e.g., Form Submitted, Appointment Created, Pipeline Stage Changed) 4. Add a VAPI action (e.g., Create a Call) 5. Map dynamic fields using merge values such as: - {{contact.first_name}} - {{contact.phone}} - {{opportunity.name}} - {{custom_values}} 6. Add conditions or Wait steps if needed 7. Test in draft mode 8. Click Publish * * * ## Common Use Cases 1. Instant AI Lead Qualification Trigger: Form Submitted → Action: Create Call If AI result = Qualified → Move to Sales Stage If Unqualified → Add to Nurture Campaign 2. AI Appointment Reminder Trigger: Appointment Created → Wait (before appointment) → Create Call If no answer → Send SMS reminder 3. AI Onboarding Assistant Trigger: Deal Closed Won → Upload File (Onboarding PDF) → Create Chat → Internal Notification 4. Automated Data Cleanup Trigger: Deal Closed Lost → Find Call → Delete Call Data → Delete Chat Data * * * ### Where to View Call Details Patient Copilot confirms call initiation. For detailed call-level intelligence, go to the VAPI Dashboard. The VAPI dashboard includes: - Call transcript - Call duration - Call latency - AI interaction logs - Recording (if enabled) - Call outcome and status - Assistant behavior and analytics All detailed call data is stored inside VAPI. * * * ## Frequently Asked Questions ### Q. What is the default concurrency limit? A. 10 concurrent calls per VAPI account. ### Q. Can I increase concurrency? A.Yes, through Reserved Concurrency in VAPI billing settings or the enterprise plan of VAPI. This has to be configured in the VAPI dashboard. ### Q. Can I upload multiple files? A.Only one file per Upload File step. Add multiple steps if needed. ### Q. What file types are supported? A..md,.pdf,.txt,.log,.csv,.tsv,.html,.css,.js,.ts,.xml,.json,.yaml,.yml,.doc,.docx ### Q. Can I use my own phone numbers? A. No. Only phone numbers purchased directly inside VAPI are supported. ### Q. Are these premium workflow steps? A.Yes. VAPI actions and triggers follow Premium Workflow billing. These will be charged at default premium actions and triggers rate. ### Q. What are some of the common error causes? A. - Concurrency limit reached - Unsupported phone number - Integration disconnected - Missing assistant configuration - Invalid phone format - API rate limit exceeded