Why it matters
Whippy Business Phone allows teams to handle customer conversations without external hardware. External calls arrive in the same unified inbox as SMS and email, making it easier to manage communication in one place.
You can also receive internal calls from teammates. Internal calls ring and are answered in the same way as external calls, but they are not logged and do not create conversations.
Key Concepts
Incoming Call Modal: The prompt that appears when a Whippy Business Phone call comes in, showing caller details and options to accept or decline.
External Call: A call made from or to a contact’s phone number. External calls are associated with a channel and logged in call history.
Internal Call: A direct call from another active user in your organization. Internal calls are ephemeral, not tied to a channel, and do not create call logs or conversations.
Call Notifications: Alerts that must be enabled so incoming calls ring in real time on your device.
In-Call Controls: Tools available during a live external call, such as mute, transfer, keypad access, and call parking. Some controls are not available for internal calls.
Step-by-Step: Prepare to Receive Calls
Go to Settings.
Select Notifications.
Enable Web, Mobile Push, or SMS notifications for call events.
Confirm your browser or mobile device allows notifications.
Step-by-Step: Accept an Incoming Call
Wait for the incoming call modal to appear.
Review the caller name or number.
For external calls, you will also see the Business Phone channel being called.
Click Accept to answer the call.
Click Decline if you are unable to take the call.
Internal calls ring and are answered using the same modal and controls.
In-Call Controls
During an active external call, you can:
Mute or unmute your microphone.
Stop recording if allowed by the channel’s Call Flow settings.
Open the keypad for IVR or menu input.
Transfer the call to another user, agent, or channel.
Park the call into a call queue.
Adjust audio settings.
End the call when finished.
For internal calls:
Recording, transfer, and parking are not available.
The call is not associated with a channel.
No call log, transcript, or conversation record is created.
Internal calls are designed for quick coordination between teammates.
Tips and Best Practices
Keep notifications enabled so calls ring reliably.
Use a headset for clearer audio.
Confirm you have a stable internet connection before taking calls.
Transfer or park external calls promptly if another team member or queue is better suited to handle the issue.
Use internal calls for short, real-time collaboration.
Troubleshooting
Issue | Possible Cause | Fix |
Calls not ringing | Call notifications disabled | Enable call notifications in Settings |
Incoming call modal not appearing | Browser blocking notifications | Allow notifications in browser settings |
Poor audio quality | Unstable internet connection | Switch to a stronger network |
Unable to transfer or park a call | Internal call or permissions restriction | Confirm call type or review user permissions and Call Flow settings |
Call not visible in call log | Internal call | Internal calls are not logged |