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Using VAPI Actions and Triggers in CRM Workflows

Introduction to VAPI in CRM Workflows

VAPI (Voice AI Platform Integration) enables your CRM workflows to automate AI-powered voice calls, chat sessions, and file handling without relying on third-party tools. This integration allows you to build sophisticated voice automation directly within your CRM, connecting real-time events with intelligent AI actions.

How VAPI Works with CRM Workflows

VAPI integration operates in two directions:

  • VAPI → CRM (Triggers): Start a CRM workflow when an event occurs in VAPI, such as a new call being created or a file being uploaded.
  • CRM → VAPI (Actions): Trigger AI calls, chats, or file uploads within VAPI based on CRM events, like a new lead submission or appointment creation.

Key Benefits

  • Instant AI lead qualification by automatically calling leads after form submission
  • Seamless synchronization between CRM opportunities and AI call outcomes
  • Automated appointment confirmation calls to reduce no-shows
  • Knowledge-powered assistants through document uploads that enhance AI responses
  • Reduced manual work by eliminating external webhook or integration setups

Prerequisites

Before using VAPI in your workflows, ensure you have:

  • Access to Automation → Workflows in your CRM
  • A connected and active VAPI account
  • Premium Workflow features enabled

Connecting Your VAPI Account

From Workflow Builder

  1. Navigate to Automation → Workflows
  2. Add any VAPI trigger or action step
  3. Click Connect Now
  4. Authorize your VAPI account

From Integrations Page

  1. Go to Settings → Integrations
  2. Select VAPI
  3. Click Connect
  4. Complete the authentication process

Once connected, VAPI steps will automatically appear in your workflow builder.

Available Triggers (VAPI → CRM)

  • New Assistant: Triggers when a new AI assistant is created in VAPI
  • New Call: Triggers when a new call is initiated in VAPI
  • New File: Triggers when a knowledge file is uploaded to VAPI

These triggers poll every 5 minutes. Use filters to limit workflow enrollments as needed.

Available Actions (CRM → VAPI)

  • Create a Call: Initiate an AI-powered voice call
  • Create Chat: Start a new AI chat session
  • Upload File: Add a knowledge file to power AI assistants
  • Delete Call Data: Remove stored call information
  • 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 Action Details

Only one file can be uploaded per Upload File action step. To upload multiple files, add multiple Upload File steps in sequence.

Supported file formats include: 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), and Microsoft Word (.doc, .docx). These files serve as knowledge sources for AI assistants.

Call Concurrency and Rate Limits

Every VAPI account includes 10 concurrent call slots by default. Only 10 calls can run simultaneously, with additional calls automatically queued until slots become available.

You can increase concurrency through your VAPI Dashboard → Settings → Billing → Reserved Concurrency. Additional billing may apply based on your subscription.

API rate limits may also apply depending on your VAPI subscription tier. For high-volume campaigns, avoid triggering hundreds of calls simultaneously, use Wait steps in workflows, stagger outbound automation, and monitor Execution Logs for API errors.

Supported Phone Numbers

Currently, only phone numbers purchased directly inside VAPI are supported. Custom Twilio numbers, CRM phone numbers, and imported external numbers are not yet supported. Attempting to initiate calls using unsupported numbers will result in call failure.

Setting 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}}, and {{custom_values}}
  6. Add conditions or Wait steps if needed
  7. Test in draft mode
  8. Click Publish

Common Use Cases

Instant AI Lead Qualification

Trigger: Form Submitted → Action: Create Call. If AI result equals Qualified → Move to Sales Stage. If Unqualified → Add to Nurture Campaign.

AI Appointment Reminder

Trigger: Appointment Created → Wait (before appointment) → Create Call. If no answer → Send SMS reminder.

AI Onboarding Assistant

Trigger: Deal Closed Won → Upload File (Onboarding PDF)

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