Why it matters
Once your Whippy Business Phone channel is created, you can customize channel details, routing behavior, business hours, and call handling settings from the Whippy dashboard. Keeping these settings up to date helps your team route calls correctly, capture recordings and transcripts when needed, and maintain a consistent customer experience across voice, SMS, and email.
Key Concepts
Whippy Business Phone Channel: A phone channel in Whippy that supports inbound and outbound calling using VoIP (calling over the internet).
Communication Provider: The service that powers the phone channel (for example, Whippy Phone, Twilio, Vonage).
Provider Account: The specific provider account used to provision and operate the channel.
Call Flow: The set of rules that determines how inbound calls are handled (for example, voicemail, forwarding, IVR, or Voice AI).
Incoming Call Processor: The handler for inbound calls, such as a human workflow, IVR menu, or a Voice AI agent.
Sending Speed: SMS throughput controls for phone channels (messages per period and period length).
Step-by-Step: Access Whippy Business Phone Channel Settings
Go to Settings in the top navigation bar.
Under Organization Settings, click Channels.
Find the Whippy Business Phone channel you want to edit.
Click the More Options (…) button under the Actions column.
Select Edit Channel.
Review and update settings across the available tabs.
Tips and Best Practices
Test changes by calling the channel number after updating call flow, business hours, or voicemail.
Update voicemail greetings whenever staffing or business hours change.
Review ring timeout and forwarding rules if your team is missing calls.
Keep link tracking enabled unless you have a specific compliance or deliverability reason to disable it.
Troubleshooting
Issue | Possible Cause | Fix |
Changes do not apply | Changes not saved in the correct section | Use the relevant save button (Update Channel Details, Update Configuration, Save Changes) |
Voicemail greeting not updated | Changes were edited but not staged | Stage changes, then click Save Changes |
Call routing still follows org defaults | Override toggle is disabled | Enable Override Organization Call Settings in Call Flow |
Expected transcription missing | Transcription disabled in call flow | Enable transcription in Call Flow and save changes |
Related Guides
Editable Sections in a Whippy Business Phone Channel
1. Overview
The Overview tab lets you update the channel’s core profile.
You can edit:
Channel Icon (emoji)
Channel Name
Channel Description
Channel Address
Powered by Google Maps autocomplete
The Google Place ID automatically populates once a valid address is entered
Click Update Channel Details to save changes.
2. Configuration
This section controls the communication provider and outbound message handling.
Editable fields:
Communication Provider
Whippy Phone (recommended)
Twilio, Vonage, Telnyx, Synch, Bandwidth
Provider Account
Sending Speed (for SMS on phone channels)
Example: 100 messages per 30 seconds
Adjustable message-per-period and time period fields
Click Update Configuration or Update Sending Speed after making changes.
Note: The phone number assigned to a Whippy Business Phone channel cannot be changed inside the configuration tab. To use a different number, create a new channel.
3. Business Hours
Control when the channel is considered "open" for call handling and auto-responses.
You can adjust:
Time Zone
Open/Closed Toggle for each day of the week
Daily Operating Hours (start/end times)
Copy Hours to multiple days at once
Auto-Response Timing
Choose when auto-responses should send:
Always
Only when channel is open
Only when channel is closed
Never
Click Update Business Hours or Update Auto Responses to save changes.
4. Call Flow
This is one of the most important sections, where you define how inbound calls behave.
Key call flow settings:
Override Organization Call Settings
Turning this ON allows this channel to have its own custom call flow.
Call Recording and Transcriptions
Toggle ON/OFF recording
Toggle ON/OFF transcription (including voicemail transcription, where supported)
Incoming Call Ring Timeout
Set how many seconds to ring before a call is considered missed
Incoming Call Processor
Choose what handles incoming calls:
Whippy Business Phone (human handling)
IVR (menu)
Voice AI agent
Voicemail for Missed Calls
Enable/disable voicemail
Set a custom text-based voicemail greeting (255 characters)
OR record/upload a voicemail greeting
Changes must be staged, then saved with Save Changes.
Call Forwarding
Toggle ON/OFF
Forward calls to:
Another phone number
Another Whippy channel
5. Settings
Additional channel-specific behaviors for inbox performance and AI handling.
You can edit:
Automatically Close Conversations After X Days
Adjust how long it takes for a conversation to automatically close
AI Settings
Persist AI-detected language as contact language
Useful for multilingual teams
Recommended when using GPT-4 or better for agents and analysis
Link Tracking Settings
Disable Whippy link tracking for this channel if needed
Select a default domain for tracked links
Each change triggers a green "Channel Updated" success banner when saved.