Changelog

Added: Mobile Reporting, VoIP Calling & Inbox Controls

The Whippy mobile app now includes new reporting dashboards, internal VoIP calling, call queue monitoring, a smarter inbox filter, Do Not Disturb controls, and a live call connection quality panel.

What’s Included

Reporting dashboards, now on mobile:

• Conversations Reports: new, opened, closed, inbound, and replied counts; response times; team performance; activity charts; heatmap; and filters by date, user, channel, and time interval
• Calls Reports: total and missed call counts, busy-time heatmaps, trend charts, and performance by user and channel
• Agents Reports: AI agent completion rates, average call duration, estimated time saved, sentiment breakdown (positive, neutral, negative), and performance by agent and channel

Inbox and notifications:

• All Chats filter: new option on the Inbox home screen that shows only conversations where the last activity was a message, not a call
• Do Not Disturb: pause all notifications (calls, messages, push) for a preset or custom duration; resumes automatically or manually

Call management:

• Call Queue Visibility: live count of callers waiting, longest current wait time, and near-real-time queue activity

VoIP calling:

• Internal VoIP calls between teammates, initiated from the Inbox, Keypad, or Users list
• Channel calling: call a shared Channel so any available member can answer, from Keypad search or Inbox
• Call Connection Quality Panel: live latency, jitter, and packet loss readings during active calls

How It Works

Reports are available from the tab More in the main navigation of the mobile app. Each report type renders filterable charts and data tables. Select a date range, channel, or team member and the view updates in real time.

The All Chats filter is on the Inbox home screen. It excludes any conversation whose last recorded activity was a phone call, leaving only active message threads.

Call queue data is available from the Header when at least one call is parked and refreshes automatically. No setup required.

Do Not Disturb is accessible from Settings → Pause Notifications inside the app. Choose a preset duration or set a custom one. All notification types (calls, messages, and push) are muted until the timer expires or manually resumed.

Internal VoIP calls are placed by selecting a teammate or channel and tapping the call icon. Calls route through Whippy’s VoIP infrastructure without requiring an external phone number. The Connection Quality Panel appears during any active call and shows live network diagnostics.

Why It Matters

Until this release, reporting required the desktop interface. Managers and team leads can now review conversation metrics, call performance, and AI agent data from their phone, without switching devices.

The All Chats filter reduces inbox noise for teams handling both calls and messages, making it faster to find threads that need a written response.

Call queue visibility on mobile lets managers catch growing wait times and reassign agents before customers are affected, no desktop needed.

Internal VoIP calling keeps team communication inside Whippy and removes the need to switch to an external dialer. Channel calling ensures shared lines are covered without designating a specific agent in advance.

The Connection Quality Panel gives agents real-time feedback when audio degrades, so they can identify network issues during a call rather than after.

Notes

Version 2.1.1 is available on iOS and Android. Update through your device’s app store.

Reporting access and call queue visibility depend on your Whippy plan and user permissions. Contact your account administrator to confirm availability.

Added: Picture-in-Picture Call Controller (Desktop)

Whippy added a Picture-in-Picture (PiP) floating call controller for desktop, so you can manage active VoIP calls from a compact, always-on-top window without keeping the Whippy tab in focus.

What's New

The floating PiP call controller gives you persistent access to core call controls while you work anywhere on your desktop.

Always-visible call controls:

• Mute / Unmute
• Record
• Keypad
• Hold
• Hang up
• Live call timer

Context-switching controls, these actions return you to the Whippy tab and open the relevant panel directly:

• Call Quality
• Add People
• Park Call
• Transfer Call

The window stays on top of all other tabs and applications for the full duration of the call.

How It Works

1. Start or join a VoIP call inside Whippy's Inbox.
2. Click "Open in Picture-in-Picture" in the call window, or switch to another tab and the PiP prompt appears automatically.
3. The call controller pops out into a small floating window.
4. Work in any tab or application while the window stays visible and fully interactive.
5. Close the PiP window or return to Whippy at any time to go back to the full call view.

No reconnection required. The call runs in the same session throughout.

Why It Matters

Fast-moving sales, customer support, and recruiting teams can't afford to lose visibility on an active call while multitasking. The PiP controller keeps call status, duration, and key controls always accessible, no tab switching needed to mute, hold, or end a call.

It's particularly useful for teams running multi-channel outreach who manage voice, SMS, and other conversations simultaneously inside Whippy.

Setup

No configuration required. The "Open in Picture-in-Picture" button appears automatically in the call window during any active VoIP call on a supported browser.

Notes

• Supported browsers: Google Chrome and Microsoft Edge
• Unsupported browsers fall back to the standard in-tab call window, no call disruption
• Desktop only; mobile is not supported for this feature
• Runs within the same browser session, no re-authentication or call interruption

Added: Call Extensions Work Without a Desk Phone

Admins can now assign a call extension to any active Whippy user, no desk phone or SIP registration required.

What's Included

• A new User Type field in Extension settings, unlocked when User is selected as the routing target.
• Two assignable routing paths per extension: SIP User (desk phone required) or User (Whippy account–based, hardware-optional).
• Name search that surfaces any active Whippy user, not just those registered with a SIP device.
• Compatibility with both direct dial and call transfer extension types.

How It Works

Whippy's cloud phone system previously required every extension target to be a registered SIP User, a hardware-dependent designation meaning the person had a physical desk phone provisioned and linked to the system. Anyone without that setup was invisible to the extension directory, regardless of whether they had an active Whippy account.

This update added a second routing path: Direct User. When an extension is configured with this path, the system resolves the call to the user's Whippy account rather than polling for a SIP registration. If that user has desk phones registered, those still ring. If they don't, the call reaches them through their account-connected devices.

Both paths, SIP User and Direct User, are available on every extension. Admins choose per extension based on how each team member is configured.

Why It Matters

In teams where not every employee operates from a fixed desk, remote staff, distributed customer support agents, field reps, or new hires mid-onboarding, the SIP-only requirement created a real operational gap. Those users couldn't receive transferred calls or be assigned a quick-dial extension until their hardware setup was complete, which in some environments takes days or weeks.

For customer-facing teams running high call volumes through a VoIP business phone system, a missed internal transfer has a direct cost: slower resolution times, dropped handoffs, and calls that hit dead ends instead of reaching the right person.

Direct User routing closes that gap. Any user active in Whippy is immediately assignable to an extension, no SIP trunk provisioning, no desk phone hardware, no waiting on IT. Internal call routing now reflects the actual structure of the team, not the limits of the hardware inventory.

Setup

1. Go to Settings → Accounts → Update Account → Extensions.
2. Select an existing extension or create a new one.
3. Set the Target field to User.
4. A User Type field will appear. Select one of the following:
   • SIP User: for team members with a provisioned desk phone.
   • User: for all other active Whippy users, including remote and softphone-only staff.
5. Use the name search to locate and assign the team member.
6. Save. Routing takes effect immediately, no restart or sync required.

Notes

• Extensions set to User routing will still ring any desk phones registered to that user's account.
• Existing SIP User–based extensions are not affected. No reconfiguration is needed.
• A user must have an active account in Whippy to appear in the extension search. Deactivated or pending users do not appear.
• This update applies to both transfer extensions and direct dial extensions.
• For high-volume inbound call routing, review your Whippy Voice configuration to confirm extensions align with your current team structure.

Added: Fax Channel Onboarding

Whippy now supports fax as a dedicated communication channel: send and receive faxes directly from your Inbox, alongside SMS, voice, and email.

What's Included

• A new Fax Channel option available in the Whippy Dashboard
• Two onboarding paths: Custom and Whippy Managed
• Ability to select a local phone number during setup
• Fax sending and receiving from the Whippy Inbox immediately after onboarding
• Support for PDF and TIFF documents, including signed forms and case files

How It Works

Fax channel onboarding follows the same familiar setup flow used by other Whippy channels. During setup, you choose one of two configuration paths:

• Custom: Connect your existing Telnyx account using your API key and public key. Best for teams that already manage their own Telnyx integration.
• Whippy Managed: Whippy handles the full configuration, including purchasing a dedicated phone number and setting up the fax service. No Telnyx account or technical setup required.

Once onboarded, the fax channel is live. You can select a number in your preferred area code and start sending and receiving faxes within the same session.

Why It Matters

Fax remains a required communication method in industries like healthcare, legal, and logistics, where signed documents, case files, and compliance forms are still transmitted by fax daily.

Previously, teams in these industries had to manage fax outside of their main communication stack. Now, fax lives alongside SMS, voice, and email inside Whippy, keeping all outreach and document exchange in one place.

This is especially relevant for teams that need a dedicated local fax number, like a pharmacy receiving signed prescription forms, without adding another tool or vendor to their workflow.

Setup

1. Go to your Whippy Dashboard
2. Navigate to Channel Settings and select Add Channel
3. Choose Fax from the available channel types
4. Select your onboarding path: Custom or Whippy Managed
5. If using Whippy Managed, choose your preferred area code and confirm your number
6. Save and start sending faxes from your Inbox

Notes

• The Custom path requires an active Telnyx account with a valid API key and public key on hand before starting setup.
• Faxes are sent and received as PDF or TIFF files through the Whippy Inbox.
• Both onboarding paths are available to all eligible Whippy accounts. Contact Whippy support if you need help choosing the right path for your team.