Why it matters
Whippy Business Phone lets you make calls without leaving Whippy or using a desk phone. External calls are logged automatically, recorded if enabled, and stored alongside SMS and email conversations so teams have full context in one place.
You can also make internal calls to other active users in your organization. Internal calls allow quick, real-time coordination without switching tools.
Key Concepts
Whippy Business Phone: Whippy’s built-in phone system that uses VoIP to make and receive calls inside the platform.
VoIP: Voice over Internet Protocol. Calls are made using an internet connection instead of traditional phone lines.
External Call: A call made to a contact’s phone number. These calls are associated with a channel and logged in call history.
Internal Call: A direct call to another active user in your organization. Internal calls are ephemeral, not tied to a channel, and do not create conversation or message records.
Call Controls: In-call actions such as mute, keypad, park, transfer, recording, and audio settings. Some controls are not available for internal calls.
Call Log: A record of inbound and outbound external calls, including recordings, transcripts, duration, and status.
Step-by-Step: Make an Outbound Call to a Contact
Open the Whippy dashboard.
Start a call using one of the following methods:
Click the Phone icon in the top navigation bar.
From the Inbox, click Make Call in the top right corner.
Open a conversation with a contact and click Make a call.
Open a call entry from All Calls and initiate a call from the contact record.
Confirm or enter the contact’s phone number.
Click Call to start the call.
Accept the call on your device when it connects.
External calls are linked to a channel and logged automatically.
Step-by-Step: Make an Internal Call to a Teammate
Click the Phone icon in the top navigation bar.
Alternatively, from the Inbox, click Make Call in the top right corner.
In the dialer search field, begin typing your teammate’s name.
Select a user from the list of available users.
Only users who are online can be selected. Offline users are disabled.
Click their name to start the call.
The call will connect directly through your browser.
How Internal Calls Differ from External Calls
Internal calls operate through the same dialer but have important differences:
Only available, online users can receive calls.
The call is not associated with a channel.
No conversation or message record is created.
No call log tied to a contact is generated.
The following features are not available:
Recording
Parking
Add Participants
Transfer
Internal calls are designed for quick coordination, not formal call workflows.
Tips and Best Practices
Use internal calls for short, real-time coordination.
Use external calls when call logging, recording, or transfers are required.
Ensure browser notifications are enabled so call modals appear correctly.
Use a stable internet connection and a headset for best audio quality.
Check your microphone and speaker in Audio Settings before important calls.
Keep call recording enabled on channels if transcripts and playback are required.
Troubleshooting
Issue | Possible Cause | Fix |
Call button does not appear | Insufficient permissions or channel not configured | Confirm access to Whippy Business Phone in settings |
Cannot select teammate | User is offline | Wait until the user is online |
Cannot hear audio | Incorrect speaker or microphone selected | Update device settings in the call audio menu |
Call modal does not appear | Notifications disabled | Enable call notifications in user settings |
Call not recorded | Recording disabled or internal call | Enable recording for external channel calls |
Call drops or has poor quality | Unstable internet connection | Switch to a stronger network or wired connection |