Why it matters
Workflows are most valuable when they connect work that would otherwise be completed across several products. A workflow can start from Whippy or an external event, use AI to transform information, update another system, and notify the right people without repeated manual handoffs.
Key Concepts
Whippy App Step: A workflow step that reads or acts on data available through Whippy’s supported workflow integration.
Connected App: A third-party product authorized for use in the workflow builder.
Credential: The account or authorization used by an app step.
Trigger: The Whippy or external event that starts the automation.
Action: The operation performed in Whippy or another app.
Mapping: Passing variables from one product’s output into another product’s input.
AI Action: A supported model action that can summarize, extract, classify, or generate content.
Cross-Product Workflow: An automation that coordinates two or more Whippy products or connected systems.
Use Workflows with Whippy
Depending on the actions available in your organization, workflows can use Whippy information and communications as part of a larger process.
Examples include:
Find or update contact and conversation information
Search calls or retrieve a conversation
Send an approved follow-up message or email
Add context to another system
Start follow-up automation after an AI Agent or AI Receptionist interaction
Notify a team when a call or conversation needs attention
Open the Whippy app in the step picker to see the actions currently available to your organization.
Use Workflows with AI Receptionist
An AI Receptionist can collect caller information, classify intent, transfer calls, send messages, and use configured tools to trigger follow-up automation. A workflow can then handle the work that should happen after or around the call.
Example: Send a Follow-Up Email After a Call
Configure the AI Receptionist to collect the required caller details and outcome.
Use the approved tool or Whippy event that starts the follow-up workflow.
Retrieve the relevant call, contact, or conversation data.
Add a Filter Step so only the intended call outcomes continue.
Use an email action to prepare and send the follow-up.
Notify an owner or update another system when needed.
Test the receptionist tool and workflow together before launch.
The receptionist’s Agent Instructions determine when it uses a tool. The workflow determines what happens after it is triggered.
Summarize Email and Notify Slack
A cross-app workflow can turn a long inbound email into a concise internal update.
Example Flow
Email Parser trigger: Receive the incoming email.
Formatter action: Strip HTML and normalize the email body.
OpenAI or another supported AI action: Summarize the message and extract required details.
Filter or Conditional Paths: Route urgent and standard messages differently.
Slack action: Post the summary to the correct channel.
Whippy or another app action: Update the contact, conversation, CRM, ATS, or tracking system.
Use a test Slack channel and non-sensitive sample email while building this workflow.
Prepare Teams for Booked Meetings
A connected-app workflow can start when a meeting is booked:
A supported calendar or scheduling app trigger starts the workflow.
An enrichment app retrieves additional information.
An AI action creates a short preparation note.
A Slack action posts the booking and context to the team.
A Whippy action can send a confirmation or update customer data when required.
Connect an App
Step-by-Step: Add a Connected App Action
Open a workflow draft.
Add a step and select Apps.
Search for the product.
Select the required action, search, or trigger.
Click Connect when an account has not been authorized.
Complete the external authorization flow.
Return to the workflow builder.
Select the connected account.
Configure the app-specific fields.
Test with a safe record or destination.
Save the step.
Some integrations require additional configuration in the external product, such as granting page access, creating a webhook subscription, or joining a Slack bot to a channel.
Map Data Between Apps
Test the source trigger or action.
Review the returned fields.
Open the destination app step.
Insert the required source fields with the variable picker.
Use Formatter when the destination needs a different format.
Test the destination action.
Confirm the external record, message, or response is correct.
Do not map an entire payload when the destination only needs a few fields.
Choose Between an App Step and HTTP Request
Use a supported app step when it provides the operation you need. Native app steps usually offer clearer fields, credential handling, and test output.
Use HTTP Request when:
The target service has an API but no supported app
The native app does not expose the required endpoint
You are connecting to an internal service
Manage Credentials and Access
Connect the intended production account, not a personal test account.
Grant only the permissions the workflow requires.
Confirm the connected user can access the selected records, pages, channels, or objects.
Reconnect credentials when authorization expires or access changes.
Review access before copying or importing workflows between environments.
Never place API keys in step names, descriptions, or logs.
Tips and Best Practices
Design the desired business outcome before choosing apps.
Keep each step responsible for one operation.
Use native integrations when available.
Add clear filters before sending data or messages.
Use dedicated test destinations.
Confirm AI output before allowing it to drive high-impact actions.
Keep humans in the loop for ambiguous or sensitive decisions.
Review external rate limits and data policies.
Re-test workflows after changing an app connection.
Troubleshooting
Issue | Possible Cause | Fix |
An app is not visible | It may not be enabled or available to the organization | Review the app catalog and contact your Whippy administrator if access is expected |
A connected action is unauthorized | The credential expired or the account lacks access | Reconnect the account and confirm permissions in the external app |
A Slack channel is missing | The connected Slack app may not have access to that channel | Add the app to the channel, then refresh the available options |
An AI summary is incomplete | The prompt or source content is unclear, truncated, or poorly formatted | Clean the source with Formatter and make the requested output explicit |
The AI Receptionist does not start follow-up | The tool is not assigned or its Agent Instructions do not define when to use it | Enable the tool, update the instructions, and test the complete call scenario |
An external record is not found | The selected account cannot access it or the mapped identifier is wrong | Inspect the source variable and connected account permissions |