Some customers prefer to talk rather than type. For complex issues — billing disputes, technical troubleshooting, onboarding calls — voice is faster and more personal. The Vapi integration brings voice capabilities to your AI assistant without requiring you to build a separate voice pipeline.
What Vapi enables
- Web voice calls — a microphone button in your chat widget lets users speak directly from the browser.
- Dedicated phone numbers — a real phone number routes inbound calls to your AI assistant.
- Outbound call automation — trigger calls to customers programmatically as part of a workflow.
- Custom conversation flows — define how the assistant handles calls, fallback logic, and escalations.
How to connect Vapi
You need a Vapi account with a public API key and a private API key. Both are found in the Vapi dashboard under API Keys. Once connected, you configure your Vapi Assistant ID and optionally a phone number in the Widget Configuration panel. The max call duration is also configurable — Vapi defaults to 600 seconds.
Voice is a Pro feature. The Vapi plugin must be connected from the Voice Assistant section before the Vapi settings appear in Widget Configuration.
Web voice calls vs. phone calls
Web voice calls happen directly in the browser — no phone required on either side. This is ideal for SaaS products where users are already at a computer. Phone numbers are better for customer-facing businesses where customers might call from their mobile. Both modes use the same Vapi assistant and the same conversation logic.