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Documentation Index

Fetch the complete documentation index at: https://docs.sympana.com/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

A messaging connection lets your Vapi AI assistant handle text-based conversations — inbound SMS, WhatsApp, Instagram DMs, Facebook messages, webchat, and more. The AI reads each message, generates a response, and sends it back through GHL Conversations.
Messaging connections are separate from voice connections. If your assistant handles both calls and messages, create one voice connection and one messaging connection.

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Create a Vapi messaging connection

Open the Vapi page

In the Sympana dashboard, click Vapi.

Switch to Messaging

Click the Messaging tab at the top (next to Voice).

Click Add Messaging Connection

Click the button to create a new messaging connection.

Name your connection

Give it a clear name like “SMS Support Agent” or “WhatsApp Bot.”

Select your Vapi messaging assistant

Choose the Vapi assistant that will handle messages. This should be an assistant configured for text conversations.

Link a GHL calendar (optional)

Only needed if the messaging assistant uses appointment functions.

Configure Contact Access

Control who the AI is allowed to message:
SettingWhat it does
Allowed TagsOnly contacts with these tags get AI replies
Blocked TagsContacts with these tags are skipped
Handoff TagsContacts with these tags are treated as handed-off to a human
Opt-out KeywordsWords like “stop”, “unsubscribe” — AI stops replying

Select functions

Enable the functions your messaging assistant needs — same 11 functions as voice.

Configure dynamic variables

Add variables the assistant needs — contact name, email, custom fields, etc.

Configure Human Handoff

Set up handoff keywords. When a contact says “talk to a person” or “human”, the AI stops and fires the Handoff Requested trigger in GHL.

Save

Click Save. The connection is now available for GHL workflows.

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Build a messaging workflow

Trigger: Message Received (Sympana)
  → Optional: Filter by channel (SMS, WhatsApp, Instagram, etc.)
  → Optional: If/Else — Contact has tag "ai_msg_enabled"
  → Action: Send AI Message (Sympana) — select your Vapi messaging connection
Channel filtering belongs in the GHL trigger, not in the messaging connection.

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Build a handoff workflow

Trigger: Handoff Requested (Sympana)
  → Action: Add Tag "ai_msg_handoff"
  → Action: Assign contact to team member
  → Action: Send internal notification to your team
  → Optional: Create Task "Follow up with {{contact_first_name}}"
TagWhen to apply
ai_msg_enabledWhen you outbound a contact or opt them in for AI messaging
ai_msg_blockedWhen the contact opts out
ai_msg_handoffWhen handoff is triggered

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Test your messaging connection

  1. Make sure the messaging connection is active
  2. Publish the Message Received workflow
  3. Send a test inbound message to your GHL number
  4. Verify the AI responds in GHL Conversations
  5. Test handoff with a keyword like “I want to talk to a person”
Unlike Retell, Vapi messaging may incur charges on your Vapi account for each AI response generated.

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Next steps

Messaging Connection Setup

Full guide with Contact Access and Human Handoff details.

Workflow Recipes

Copy-paste messaging workflow configurations.