Why it matters
Whippy Business Phone brings calling into the Whippy platform, removing the need for desk phones or external telephony tools. All 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 and a single source of truth.
Key Concepts
Whippy Business Phone: Whippy’s built-in phone system that uses VoIP (calling over the internet) to make and receive calls inside the Whippy dashboard.
VoIP: Voice over Internet Protocol. Calls are delivered over an internet connection instead of traditional phone lines.
In-Call Controls: Actions available during a live call, including mute, keypad, park, transfer, recording, and audio settings.
Call Log: A centralized view of all inbound and outbound 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 a Call (Web)
Open the Whippy dashboard.
Use one of the following options to start a call:
Click the Call button in the top navigation bar.
Open Inbox → All Conversations, select a conversation, and click Call.
Open a contact profile from a conversation 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.
Step-by-Step: Receive a 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 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 so another teammate can retrieve it.
Transfer the call to another user, queue, or channel.
Adjust microphone and speaker settings.
End the call.
Drag the widget to reposition it on your screen.
Step-by-Step: Make a Call (Mobile App)
Open the Whippy mobile app.
Choose one of the following options:
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 a 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, keypad, and call controls.
Step-by-Step: Find Recordings and Transcripts
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 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.
Tips and Best Practices
Keep notifications enabled to avoid missing inbound calls.
Use call parking to hand off 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 starting 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 |
No audio during calls | Incorrect microphone or speaker selected | Update audio settings during the call |
Calls missing from history | Incorrect view selected | Check the All Calls log |
Call not recorded | Recording disabled for the channel | Enable recording in channel call flow settings |
Related Guides
Understanding Whippy Business Phone
Configuring Whippy Business Phone Channels
Using Call Parking and Transfers
Viewing Call Logs, Transcripts, and Analysis
Managing Voice AI with Whippy Business Phone