Why it matters
Calls settings control how Whippy handles inbound calls, missed calls, voicemail, recordings, and transcripts. Keeping these settings aligned with your calling workflow helps teams answer calls consistently and manage call records appropriately.
Key Concepts
Call handling: Settings that affect how incoming calls behave, including ring timeout and conference calling.
Incoming call ring timeout: The amount of time Whippy rings before treating an incoming call as missed.
Conference calls: A setting that controls whether conference calling is available.
Voicemail: Settings for missed call voicemail, voicemail transcription, and the voicemail greeting.
Recording and transcription: Settings that control whether calls are recorded, which calls are recorded, and whether recordings are transcribed.
Step-by-Step: Configure call settings
Open Settings from the sidebar.
Select Calls.
Use Call Handling to set the incoming call ring timeout.
Turn Conference calls on or off depending on whether users should be able to use conference calling.
Use Voicemail to decide whether missed calls should go to voicemail.
Turn Transcribe voicemails on or off depending on whether voicemail transcripts should be created.
Update the voicemail greeting when callers should hear a specific message.
Use Recording and Transcription to decide whether calls should be recorded.
Choose which calls to record if recording is enabled.
Turn Transcribe calls on or off depending on whether call transcripts should be created.
Tips and Best Practices
Set ring timeout long enough for users to answer, but short enough that callers are not left waiting too long.
Keep voicemail greetings short, clear, and current.
Review recording settings with legal or compliance owners before enabling call recording.
Use transcription when users need searchable call records or faster review.
Review channel-level call flows separately when routing needs to change for a specific phone channel.
Troubleshooting
Issue | Possible Cause | Fix |
Calls are marked missed too quickly | The incoming call ring timeout is too short | Increase the ring timeout in Settings > Calls |
Missed calls do not go to voicemail | Voicemail for missed calls is disabled | Enable voicemail for missed calls and confirm the greeting is set |
Voicemail or call transcripts are missing | The relevant transcription setting is disabled | Enable Transcribe voicemails or Transcribe calls in Settings > Calls |
Calls are not recorded | Call recording is disabled or the selected calls to record do not include the call type | Enable Record calls and review the Calls to record setting |