Why it matters
Keeping a Whippy Business Phone channel up to date ensures calls route correctly, recordings and transcripts are available when needed, and your team can reliably handle inbound and outbound calls from inside Whippy. Accurate configuration also supports core workflows like call handoff from Voice AI to a human, voicemail transcription, and after-hours routing.
Key Concepts
Whippy Business Phone: A phone system that runs over the internet and is fully integrated into Whippy, so call activity, recordings, and transcripts live alongside other conversations.
Channel Details: The channel’s name, icon, description, and business address (used for channel identity and configuration).
Communication Provider: The provider used for the channel (for example, Whippy Phone, Twilio, Vonage, Telnyx, Sync, or Bandwidth).
Sending speed: Controls how many SMS messages the channel can send per period and the length of that period.
Business hours: The channel schedule used to determine when the channel is open and to support after-hours behaviors.
Auto responses: Rules for when to send automatic responses and what to do after business hours (send a message, start chat agent, add to sequence).
Call flow: The inbound call routing logic for the channel, including greetings, IVR routes, menu options, voicemail, fallbacks, and after-hours actions.
All Calls: The call log view where you can filter and inspect calls (missed calls, voicemail, parked calls), open call records, and play recordings.
Call analysis: Call summaries and related metadata (for example, completion rating, sentiment) shown in the right-side panel when available.
Call parking and call queues: A way to put a live call into a queue so another teammate can retrieve it, including support for multiple queues per channel.
Step-by-Step: Edit a Whippy Business Phone Channel
Go to Settings.
Under Organization Settings, click Channels.
Find the Whippy Business Phone channel you want to edit.
Under Actions, click More Options (three vertical dots).
Click Edit Channel.
Use the tabs in Channel Settings to make updates:
Overview
Configuration
Business Hours
Auto Responses
Call Flow
Settings
Users
Save changes in each tab using the relevant update button (for example, Update Channel Details, Update Configuration, Update Sending Speed, Update Auto Response).
For Call Flow, click Stage Changes in each section you edit, then click Save Changes at the bottom of the Call Flow page.
Step-by-Step: Update Overview (Channel Details)
Open the Overview tab.
Update the Channel icon.
Edit the Channel name.
Edit the Channel description.
Update the Channel address:
Start typing the address and select a suggested result (powered by Google Maps).
Confirm the Place ID auto-populates after selecting a valid address.
Click Update Channel Details.
Step-by-Step: Update Configuration (Provider and Sending Speed)
Open the Configuration tab.
In Configure the Communication Provider:
Review Channel type (phone channel).
Set Communication Provider (options include Whippy Phone, Twilio, Vonage, Telnyx, Sync, Bandwidth).
Select the Provider account (for example, Whippy or Meta, depending on what is available in your org).
Review the Phone number (this is set during initial setup and typically cannot be changed here).
In Sending speed:
Set the number of messages per period.
Set the period duration (for example, per 30 seconds).
Click Update Sending Speed to save sending speed changes.
Click Update Configuration to save provider configuration changes.
Step-by-Step: Update Business Hours
Open the Business Hours tab.
Set the channel Timezone (search and select from the list).
Under Hours of operation:
Toggle each day (Monday to Sunday) on or off.
Set From and To times for each active day.
Use Copy to apply hours to multiple days:
Select the target days in the checkbox list.
Apply to copy hours across the selected days.
Save changes in the Business Hours tab (if a save/update action is present in your UI).
Step-by-Step: Update Auto Responses
Open the Auto Responses tab (or the auto-response section if it appears within Business Hours in your workspace).
Configure when business-hours auto responses should send:
Always send automatic responses
Only send when channel is open
Only send when channel is closed
Never send automatic responses
Configure After business hours auto response:
Choose an Action type:
Send message
Start chat agent
Add to sequence
Fill in the auto-response content and optionally use templates or variables.
Click Update Auto Response to save.
Step-by-Step: Update Call Flow (Inbound Call Routing)
Open the Call Flow tab.
Configure Override organization settings:
Disable to inherit organization call settings.
Enable to use channel-specific call flow settings.
Configure call feature toggles:
Conferences
Recordings
Transcriptions
Set Incoming call ring timeout (seconds) to control when a call is treated as missed.
Configure Opening greeting (optional):
Toggle on.
Set via Text (up to 255 characters) or Recording.
Click Stage Changes in the Opening Greeting section.
Configure IVR Routes (required to control routing mode):
Guided Call Flow
Menu greetings: set via text (up to 1024 characters) or recording, then click Stage Changes.
IVR menu: click Add another option, then set:
Index (1–9)
Action
The required target fields based on action
Actions include:
Forward to phone number (target phone number)
Forward to user (target Whippy user)
Forward to team (team label/reference + team configuration: members, ring order: sequential/batch/random, fallback: default voicemail or end call)
Forward to agent (target agent)
Call to text (label/reference + greeting via text or recording + sub-action: send text message with optional attachments, or add to sequence with sequence + from channel)
Voicemail (greeting label/reference + greeting via text or recording)
Submenu (submenu label/reference + greeting via text or recording + submenu options configured like the main IVR menu)
Repeat
End call
Use the pencil icon to edit an option and the trash icon to delete it. Deleted indices are not automatically renumbered.
Click Stage Changes in the IVR Menu section after edits.
Direct Connection
Direct connection configuration: click the pencil icon if it shows not configured, then choose one action (forward to phone number/agent/user/team, ring channel user, voicemail, call to text) and complete required target fields.
Recording and transcription: enable/disable recording and transcription for forwarded calls.
Configure Default fallback (applies after IVR routes):
Action options: forward to phone number, forward to agent, ring channel user, voicemail, end call.
If forwarding to phone number, set Forwarding caller ID (original caller or this channel).
For voicemail, set greeting via text (up to 255 characters) or recording.
Click Stage Changes.
Configure Closing greeting (optional):
Toggle on.
Set via text or recording.
Click Stage Changes.
Configure After business hours (optional):
Toggle on (requires business hours to be set for the channel).
Choose an action: forward to phone number, forward to agent, ring channel user, voicemail, end call.
Configure required targets and greetings.
Click Save Changes at the bottom of the Call Flow page.
Step-by-Step: Update Settings (Inbox, AI, Link Tracking)
Open the Settings tab.
Under Inbox settings, update:
Automatically close conversations after X days (for example, default may be 30).
Click Update Settings to save.
Under AI settings, configure:
Persist AI detected contact language (toggle).
Note: When enabled, a higher-quality model (for example, GPT-4 or better) is recommended for agents doing data parsing and analysis.
Under Link tracking settings, configure:
Disable link tracking for this channel (toggle).
Select a Default domain if applicable.
Step-by-Step: View Calls, Recordings, Transcripts, and Analysis
Open All conversations to find calls within a contact thread, or open All calls from the left-side menu to view the call log.
In All calls, use filters such as:
All calls, My calls, User calls, Agent calls, Missed calls, Voicemail, Parked calls.
Open a call entry to:
Play the recording.
Review call details (direction, handled by, status, duration, timestamp).
Use the right-side panel to view call details and call analysis (summary and related fields) when available.
In a conversation thread, open the call event to:
View and expand the transcript.
Play the recording and adjust playback.
Download the recording (available as a .wav file).
Add internal notes and tags, and assign the conversation as needed.
Step-by-Step: Make, Accept, Transfer, and Park Calls
Make an outbound call from one of these places:
The Call button in the top navigation.
Inside a contact conversation using the call action.
For inbound calls, ensure notifications are enabled for incoming calls.
When a call comes in, an incoming call modal appears:
Click Accept to answer.
Click Decline to decline.
Click X to close the modal without accepting.
During an active call, use in-call controls:
Mute mic
Stop recording
Keypad
Park call
Transfer call (in More options)
Audio settings (select microphone and speaker devices)
Use Park call to place a caller into a call queue so someone else can retrieve it.
Step-by-Step: Configure Call Parking Queues (Call Queue Tab)
Go to Settings, then Account Settings.
Open the Call queue tab.
Review default queues:
Each existing Business Phone channel has a default call queue created automatically.
New channels also receive a default queue automatically.
To add a new queue:
Click Add call queue.
Enter queue details and select the target channel.
When parking a call:
If only one queue exists, parking places the call into the default queue automatically.
If multiple queues exist, select which queue to park the call into.
Retrieve parked calls from the call queue list (and track multiple queues across channels).
Optional: Configure an extension to park to a specific queue:
Add a SIP extension (for example, star-based extension).
Set type to transfer.
Set target to queue and select the queue.
Save the extension.
Tips and Best Practices
Use clear channel names and icons so teams can quickly choose the correct Business Phone channel.
Confirm provider configuration and sending speed limits before increasing outbound volume.
Always click Stage Changes for each Call Flow section you edit, then click Save Changes at the bottom.
Configure Default fallback and After business hours even if you primarily rely on IVR routing.
Use call parking queues to route calls to specialist teams (for example, sales vs support) and to handle multiple simultaneous calls.
Encourage users to enable notifications so inbound call modals appear reliably.
Troubleshooting
Issue | Possible Cause | Fix |
Changes not saving | Update/Save button not clicked, or Stage Changes not clicked in Call Flow | Use the correct update button for the tab; in Call Flow, click Stage Changes per section and then Save Changes |
Incoming call modal not appearing | Notifications disabled | Enable call notifications in settings so incoming calls can be accepted in-app |
Incorrect caller routing | Call Flow outdated or wrong IVR route selected | Review IVR Routes, IVR menu options, Default fallback, and After business hours settings |
Voicemail greeting not updating | Greeting changes not staged | Click Stage Changes in the greeting section, then Save Changes |
Parked calls not visible | Call parked into a different queue | Check the Call queue tab and confirm the queue selection during parking |
Messages sending slowly | Sending speed set too low | Increase messages per period or shorten the period, then update sending speed |
Address not updating | Invalid address selection | Choose a valid Google Maps autocomplete address so Place ID populates |