Giving your AI superpowers: AI Functions, knowledge base and voice calls

Going beyond text replies

A well configured agent answers questions, but Zapini lets you go much further: the AI can take actions, query external systems, follow visual rules and even answer voice calls. This article explains each capability.

Knowledge base

The knowledge base is the set of information the agent uses to answer accurately: product catalog, pricing, policies, FAQs and procedures. The more complete and organized it is, the better and more consistent the answers will be. Update it whenever something in your business changes.

💡 Tip: write the knowledge base as if explaining to a new colleague — short sentences, objective facts and no ambiguity.

AI Functions (custom tools)

AI Functions are tools the AI can call during the conversation to perform tasks, such as scheduling an appointment or registering a customer's data. You define what each function does, and the agent decides — based on the conversation — when to trigger it. This way the AI stops just chatting and starts resolving.

External Functions (external APIs)

External Functions let the AI query or send data to your business's external APIs — for example, checking stock, creating an order or fetching a delivery status. Combined with AI Functions, they connect support to your systems.

Visual Flows (rule-based automation)

For predictable flows, use Visual Flows: a rule-based automation built visually. They are ideal for menus, initial qualification and deterministic answers, and they can work alongside the AI agent.

WhatsApp voice calls (Business Calling)

The AI can also answer WhatsApp voice calls through Business Calling, with a voice URA. The customer speaks, the AI understands and replies with audio, reusing the same persona and knowledge base configured for text.

How to combine everything

1. Start with a solid knowledge base.
2. Add AI Functions for the most requested actions.
3. Connect systems with External Functions.
4. Use Visual Flows for deterministic steps and voice for call handling.