Why it matters
Channels are the foundation of how Whippy sends and receives communication. Each channel represents a specific source, such as a business phone number, SMS sender, email address, or social account. Properly setting up and managing channels ensures messages route correctly, calls reach the right people, and automation behaves as expected.
Key Concepts
Channel:
A communication endpoint in Whippy, such as a Business Phone number, SMS sender, email inbox, or social channel.
Channel Type:
The category of communication the channel supports, for example phone, SMS, email, or social.
Provider:
The service that delivers messages or calls for a channel, such as Whippy Business Phone or a third-party provider.
Channel Settings:
Configuration options that control routing, automation, business hours, call flow, and delivery behavior.
Enabled / Disabled Channel:
An enabled channel can send and receive traffic. A disabled channel is paused and cannot be used.
Step-by-Step: Add a New Channel
Go to Settings.
Select Organization Settings.
Click Channels.
Click Add Channel in the top-right corner.
Enter basic channel details:
Channel name
Description (optional)
Icon (optional)
Business address (if required)
Click Next.
Select the Channel Type (for example, Phone, SMS, Email).
Choose a Provider:
For phone channels, select Whippy Business Phone or another supported provider.
Configure the sender details:
For Business Phone, choose or purchase a phone number.
For other channels, enter the required sender information.
Review the configuration summary.
Click Complete to create the channel.
The channel now appears in your channel list and is ready for further configuration.
Step-by-Step: Edit an Existing Channel
Go to Settings → Organization Settings → Channels.
Locate the channel you want to manage.
Click the three-dots menu in the Actions column.
Select Edit Channel.
Update settings across the available tabs, which may include:
Overview: Name, description, icon, and address.
Configuration: Provider and sending limits.
Business Hours: Availability and after-hours behavior.
Auto Responses: Automated replies and actions.
Call Flow: Routing, IVR, forwarding, voicemail, and recording (for Business Phone).
Settings: Conversation closing rules, AI behavior, and link tracking.
Users: Which users have access to the channel.
Click the relevant Save or Update button for each section.
Managing Channel Status
Disable a Channel
Open the three-dots menu for the channel.
Select Disable Channel.
Confirm the action.
Disabled channels stop sending and receiving traffic but retain their configuration.
Re-enable a Channel
Switch to the Disabled Channels view.
Open the channel’s action menu.
Select Enable Channel.
Assigning Users to Channels
Edit the channel.
Open the Users tab.
Select which users should have access.
Save changes.
Only assigned users can answer calls, send messages, or manage conversations for that channel.
Tips and Best Practices
Use clear, descriptive channel names so your team can quickly identify them.
Create separate channels for different teams or workflows when routing or reporting differs.
Review Business Phone call flow and business hours after creating a channel.
Disable unused channels instead of deleting them to preserve historical data.
Limit sending speed appropriately to avoid delivery or compliance issues.
Periodically audit channel access to ensure the right users are assigned.
Troubleshooting
Issue | Possible Cause | Fix |
Channel not sending or receiving | Channel disabled | Enable the channel from the Channels list |
Calls or messages routing incorrectly | Outdated channel settings | Review Business Hours, Call Flow, or Auto Responses |
Changes not applied | Section-specific save not clicked | Click the Save or Update button for that section |
Users cannot access the channel | User not assigned | Add the user in the Users tab |
Provider errors | Incorrect provider configuration | Review the Configuration tab and provider details |