AI Voice Assistant — How to activate it

An AI voice assistant that handles calls from the “Call“ button on your website. It knows your orders, your knowledge base, and your products (because it shares the brain with WAzion’s web chat). Anything that cannot be managed by voice is automatically redirected to WhatsApp. It supports 6 languages. The configuration is integrated into WAzion: you never have to touch the Vapi panel.

Activation in 5 steps (≈5 minutes)

Create a free account on Vapi: dashboard.vapi.ai. Vapi is the voice engine (AI model + transcription + TTS). WAzion only needs your API key — the rest is managed automatically.
Get your Private API Key from Vapi: in your dashboard, go to Settings (gear icon) → API Keys. Click “Create Private Key“ or copy the one that already exists. It is a string type 1f75262c-fbb6-47e4-98cf-….
Paste it in WAzion: in your WAzion dashboard → section Automatización → Asistente de Voz → Configurar Vapi. Press “Try and connect“. WAzion will create the voice assistant in Vapi with your account, configure it with your prompt + KB + custom functions, and leave it ready. Your Private Key is stored encrypted in WAzion so it is never in plain text in the database.
Copy the installation snippet: in the “Web Plugin“ tab you will see a <script src="//www.wazion.com/api/plugins/voice/init.js?token=…" async defer></script>. Paste it right before the tag </body> from your topic (Shopify → Theme code → theme.liquid; WooCommerce → header.php / footer.php; manual HTML → the main file).
Press the “Activate“ toggle: and refresh your website. You will see a blue floating button “Call“ above the WhatsApp button.

The screen is divided into Status, Test, Configure Vapi, Web Plugin, Languages and Voices, Engine and Quality, Advanced, and Calls. From “Test“ you can launch a test call to the assistant without leaving the dashboard, and in “Engine and Quality“ you choose the AI model and performance settings (voice speed, background sound, presets). If you change rules, languages, voices, transcriber, keywords, model, or webhook security, WAzion automatically updates the Vapi assistant when an API key is available.

What it can do and what it cannot do

The voice assistant shares the brain with the web chat and WhatsApp Auto from WAzion: the same AI, the same data, the same personalized functions that you have already configured.

Identify the customer by their phone number (entered in the modal before calling) and greet them by their name if they are in your Shopify/Woo/CRM.
Check orders, real shipping status (with carrier and tracking), customer history.
Answer general questions using your knowledge base (the files you have uploaded to WAzion).
Search for products in your Shopify catalog if you have that custom feature enabled.
Detect the client’s language and respond in it (Spanish, English, German, French, Italian, Portuguese).
When it is necessary to cancel, modify, return, or check compatibility by photo, refer to WhatsApp only if there is a valid WhatsApp number. If the caller uses a landline or an unconfirmed number, first ask for another number.

Approximate cost

Vapi: ~€0.07 per minute of call (model + voice + transport). Vapi charges it directly to your card — WAzion does not add a margin.
OpenAI (the calls to the WAzion brain during the conversation): it is deducted from your OpenAI WAzion credits like any chat conversation.
WhatsApp post-call: it only attempts if there is a valid WhatsApp number. It is free within the 24-hour window; ~€0.03 with approved Meta template outside the window.
Average call of 2 min with valid WhatsApp referral: ~€0.17.

Privacy and GDPR

Calls are handled by AI and can be recorded to improve the service. The modal requests explicit consent from the customer before starting.
The transcription and summary are stored in WAzion’s call history for auditing and tracking. Review your privacy policy and define internally how long you need to retain this data.
Audio and voice/transcription providers are managed in your Vapi account and follow their retention policies. Your Private Key is stored encrypted in WAzion, but if you believe it has been exposed, you should rotate it from Vapi.

Frequently Asked Questions

Do I need to set something up in Vapi?

No. Just create the account and copy the Private API Key. WAzion creates, updates, and maintains the assistant automatically. If you change the prompt or any settings in WAzion, the Vapi assistant syncs automatically.

Does it also work for real phone calls (not just web)?

Yes, but it requires that your phone provider (Telefacil, Twilio, Voz.com, etc.) accepts a SIP destination. You set up the call routing with your provider — WAzion is not an operator. To begin with, the “Call“ button on your website covers the main use case.

Is my Vapi API key stored in plain text?

No. It is encrypted with AES-256-GCM and is displayed masked on the dashboard. Even so, treat it like any sensitive credential: if you suspect exposure, create a new key in Vapi and replace it in WAzion.

Can I limit what the AI says by voice?

Yes. In “Advanced“ there is a field “Specific voice rules“ where you write in natural language what should NOT be addressed by voice. In “Languages and voices“ you can choose voices, transcriber, and business keywords to improve the transcription.

Where do I see the answered calls?

In the “Calls“ tab of the voice dashboard. You will see a paginated table with date, source (phone/web), caller, duration, result (order inquiry, forwarded to WhatsApp, no intent…) and by clicking “View“ the full transcript opens + the tools that were executed.

Can I place the “Call“ button on a site other than Shopify?

Yes. The snippet is 1 line of