Why it matters
Calling from the Whippy mobile app allows you to place outbound calls, respond to customers quickly, and manage call activity while away from desktop. Using the correct calling method ensures calls are logged properly and associated with the right contacts and channels.
Key Concepts
Keypad: A mobile-only feature that allows you to manually dial phone numbers.
Channel: The phone number or VoIP line used to place a call.
Call log: A record of inbound and outbound calls available in the Inbox.
Contact matching: Whippy checks whether a dialed number matches an existing contact.
Step-by-Step: Place a Call Using the Keypad
Open the Whippy mobile app.
Tap Keypad in the bottom navigation bar.
Enter the phone number using the numeric keypad.
Tap the Channel selector at the top of the screen to choose the channel you want to call from.
Review the phone number and selected channel.
Tap the Green phone button to start the call.
Step-by-Step: Call a Contact from a Conversation
Open Inbox.
Tap a conversation to open it.
Tap the Call icon in the top-right corner of the conversation.
The call starts using the appropriate channel for that contact.
Step-by-Step: Call a Contact from Contact Details
Open Contacts from the bottom navigation.
Search for and tap the contact you want to call.
On the contact detail page, tap the Call button.
The call starts using the selected channel.
Step-by-Step: Create or Edit a Contact While Calling
Open the Keypad tab.
Enter a phone number.
If the number does not match an existing contact, tap Add contact when prompted.
If the number matches an existing contact, tap the Pencil icon to edit contact details or open the conversation.
Save any contact changes before placing the call, if required.
Step-by-Step: View Call History
Open Inbox.
Tap Calls to view the call log.
Use the search bar to search for calls.
Filter calls by:
All
Agent
VoIP
Missed
Parked
Tap the more options menu to sort calls by Newest or Oldest.
Tips and Best Practices
Always confirm the channel before placing a call, especially if you have multiple calling numbers.
Use the Keypad for quick outbound calls without opening a conversation first.
Call directly from a conversation when continuing an existing interaction.
Add contacts when calling unknown numbers to keep records complete.
Review missed calls regularly from the Calls inbox view.
Troubleshooting
Issue | Possible Cause | Fix |
Call does not start | No channel selected | Select a valid calling channel |
Cannot find contact | Contact not saved | Add the contact before calling |
Call not logged | Call placed outside Whippy | Always initiate calls from the app |
Wrong number used | Incorrect keypad entry | Recheck the phone number before calling |
Missing call options | Limited permissions | Verify your user role and channel access |