Why it matters
Whippy Business Phone brings calling into the Whippy platform, removing the need for desk phones or external telephony tools.
External inbound and outbound calls are automatically logged, recorded, and transcribed when enabled. This ensures every call is stored alongside SMS, email, and AI interactions, giving teams full context in one place.
You can also place internal calls to teammates directly from the web dashboard for fast coordination. Internal calls are not logged and are designed for quick, real-time collaboration.
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 delivered over an internet connection instead of traditional phone lines.
External Call: A call made to or received from a contact’s phone number. These calls are associated with a channel and logged.
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 records. Internal calls can only be placed from the web dashboard.
In-Call Controls: Actions available during a live external call, including mute, keypad, park, transfer, recording, and audio settings. Some controls are not available for internal calls.
Call Log: A centralized view of all inbound and outbound external calls, including recordings, transcripts, status, and metadata.
Incoming Call Modal: A notification window that appears on web or mobile when an inbound call is received.
Step-by-Step: Make an External Call (Web)
Open the Whippy dashboard.
Start a call using one of the following:
Click the Phone icon in the top navigation bar.
Open Inbox, select a conversation, and click Call.
Open a contact profile and click Call.
Go to All Calls, open a previous call entry, and select Call again.
Confirm the phone number if prompted.
Click 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 (Web Only)
Internal calls can only be placed from the web dashboard.
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.
Internal calls:
Are not associated with a channel.
Do not create a conversation or message record.
Do not appear in the call log.
Do not support recording, parking, transfer, or adding participants.
They are intended for quick internal coordination.
Step-by-Step: Receive an External Call (Web)
Go to Settings → Notifications.
Enable web notifications and incoming call alerts.
When an inbound call arrives, review the incoming call modal.
Click Accept to answer, Decline to reject, or X to close the modal.
Once accepted, the in-call widget appears.
Step-by-Step: Use In-Call Controls (Web)
During an active external call:
Use the in-call widget to manage the call.
Select available actions as needed:
Mute or unmute your microphone.
Stop or resume call recording.
Open the keypad.
Park the call.
Transfer the call to another user, queue, or channel.
Adjust microphone and speaker settings.
End the call.
Drag the widget to reposition it.
Note: Recording, parking, transfer, and add participant options are not available during internal calls.
Step-by-Step: Make an External Call (Mobile App)
Internal calls are not supported on mobile.
Open the Whippy mobile app.
Choose one of the following:
Open Inbox, select a conversation, and tap the Call icon.
Go to Contacts, select a contact, and tap Call.
Open the Keypad, enter a phone number, and tap the call button.
Navigate to Calls or Activity, select a call entry, and tap Call.
Confirm the number if needed and start the call.
Step-by-Step: Receive an External Call (Mobile App)
Go to Settings → Notifications in the mobile app.
Enable push notifications and call alerts.
When a call comes in, review the incoming call screen.
Tap Accept to answer or Decline to reject.
Use the mobile in-call screen to manage audio and keypad.
Step-by-Step: Find Recordings and Transcripts
External calls only.
Open the relevant contact conversation to view:
Call summary.
Transcript, if enabled.
Recording playback and download.
Call duration, direction, and timestamp.
Go to All Calls to view all external call activity.
Apply filters such as:
All calls.
My calls.
User calls.
Agent calls.
Missed calls.
Voicemail.
Parked calls.
Open a call entry to view analysis, sentiment, completion ratings, and AI-powered search results.
Internal calls do not generate recordings, transcripts, or call logs.
Tips and Best Practices
Keep notifications enabled to avoid missing inbound calls.
Use internal calls for quick teammate coordination.
Use external calls when logging, recording, or transfers are required.
Use call parking to hand off external calls to teammates or queues.
Review transcripts and summaries to maintain accurate contact history.
Use a stable internet connection and headset for clear audio.
Check audio settings before important calls.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot receive calls | Notifications disabled | Enable call notifications in settings |
Incoming call modal not visible | Browser or device restrictions | Allow notifications and pop-ups for Whippy |
Cannot select teammate for internal call | User is offline | Wait until the user is online |
No audio during calls | Incorrect microphone or speaker selected | Update audio settings during the call |
Calls missing from history | Internal call or incorrect filter | Check All Calls for external calls only |
Call not recorded | Recording disabled or internal call | Enable recording for channel calls |