Why it matters
Conversations are the foundation of Whippy’s Omnichannel Inbox. Each conversation groups all communication with a single contact in one place, helping you stay organised, maintain context, and clearly track messages, calls, campaigns, sequences, and AI agent activity over time.
Key Concepts
Conversation: A single thread containing all communication between your organisation and a contact. This can include calls, SMS messages, emails, campaign messages, sequence messages, and AI agent interactions.
User: A human team member who sends messages, makes calls, or manages conversations in Whippy.
Agent: An AI-powered assistant that can send messages, place or receive calls, and respond to contacts within a conversation.
Campaign: A mass message sent to multiple contacts that can start or continue a conversation.
Sequence: A series of scheduled or triggered messages sent to a contact over time that appear within the same conversation thread.
Events: Logged actions within a conversation, including calls, messages, campaign sends, sequence sends, agent actions, and link clicks.
Link clicks: Events that show when a contact clicks a link sent in a message. Each click includes an approximate location.
Omnichannel Inbox: The main workspace in Whippy where all conversations, calls, and messages are viewed and managed.
Step-by-Step: Access a Conversation
Open the Omnichannel Inbox.
Click this link to go directly to your Inbox.From the sub-navigation bar on the side, select All Conversations.
This displays conversations across all users, agents, channels, campaigns, and sequences.Click any conversation in the list to open it.
Within the conversation view, you can:
Read all messages exchanged with the contact.
See whether messages or calls were sent by a user, an AI agent, a campaign, or a sequence.
Review call activity and outcomes.
View logged events such as messages sent, campaigns triggered, sequences delivered, and links clicked.
See the approximate location for any link click events.
How Conversations Can Start
A conversation in Whippy can begin in several ways:
A contact sends an inbound message or places a call.
A human user sends a manual message or makes a call.
An AI agent initiates a message or call.
A campaign sends a message to the contact.
A sequence sends a scheduled or triggered message to the contact.
All of these actions contribute to the same conversation thread for that contact.
Human, Agent, Campaign, and Sequence Interaction
Conversations in Whippy support shared ownership and handoffs.
Common scenarios include:
A campaign sends the first message, and replies are handled by a user or an AI agent.
A sequence sends follow-up messages over time, while users can step in at any point.
An AI agent starts a conversation by calling or texting a contact, and a human user later takes over.
A human user starts a conversation, and an AI agent continues responding based on its configuration.
All activity remains visible in one conversation so context is never lost.
Conversation Lifecycle and Status
Each conversation exists in one of three statuses:
Open: Active conversations that may involve users, AI agents, campaigns, or sequences and still require monitoring or action.
Automated: Conversations currently being handled by AI agents, campaigns, or sequences without direct user involvement.
Closed: Conversations that are complete and no longer require action.
A conversation can move between these statuses as responsibility changes.
Tips and Best Practices
Use All Conversations to understand the full history of contact engagement.
Keep conversations Open until all follow-up is complete, even if a campaign or agent initiated the interaction.
Review Automated conversations to ensure campaigns, sequences, and AI agents are behaving as expected.
Step into conversations when a handoff from a campaign, sequence, or agent is needed.
Use conversation history to understand how contacts move between campaigns, sequences, agents, and users.
Troubleshooting
Issue | Possible Cause | Fix |
Conversation not visible | Wrong filter selected | Switch to All Conversations or clear filters |
Campaign or sequence messages missing | Messages not delivered yet | Check campaign or sequence status |
Agent messages unclear | Agent events collapsed | Expand events in the conversation timeline |
Link click data not shown | Link tracking disabled | Confirm link tracking is enabled |
Related Guides
Navigating the Omnichannel Inbox
Filtering Conversations in the Omnichannel Inbox
AI Agents in Whippy
Campaigns in Whippy
Sequences in Whippy