Why it matters
When your organisation has multiple phone channels, Whippy needs to know which one should be used by default when sending SMS. Setting a Preferred Channel ensures messages consistently use the correct number without requiring manual selection each time.
This reduces errors, speeds up outbound messaging, and keeps communication aligned with your workflows.
Key Concepts
Preferred Channel: The default channel Whippy will use when sending SMS messages.
SMS Channel: Any phone based channel capable of sending SMS.
Manual Override: You can still change the channel at send time even if a default has been set.
Step-by-Step: Set a Preferred Channel
Open Settings.
From the Whippy dashboard, click Settings.
Go to Preferences.
Select Preferences from the Settings menu.
Find the Preferred Channel setting.
Look for the Preferred Channel section.
Select your default channel.
Choose the phone channel or agent you want Whippy to use for SMS by default.
Save your changes.
Confirm your selection to finalise the default sending channel.
Tips and Best Practices
Choose a channel used primarily for SMS to avoid sending texts from a number meant for calls only.
Update your Preferred Channel when teams, numbers, or workflows change.
Even with a Preferred Channel, you can override the choice at any time when composing a message.
Use a consistent default to maintain clear and reliable communication with customers.
Troubleshooting
Issue | Possible Cause | Fix |
SMS is still using another channel | Sending channel was manually changed | Check the channel selector when composing a message and reset if needed. |
Preferred Channel not appearing in the dropdown | Channel lacks SMS capability | Select a channel that supports SMS or update the channel configuration. |
Cannot find Preferences | User does not have permission to edit preferences | Contact an organisation admin to adjust permissions. |