Changelog

Added: Meta Instagram Integration

You can now send and receive Instagram Direct Messages (DMs) directly from the Whippy inbox by connecting an Instagram Business account via Meta.

Before connecting Instagram in Whippy, make sure your Instagram Business account is linked to a Facebook Page through Meta Business Suite. This is required for the account to appear during the connection process.

What’s Included

This integration supports:

• Sending text, image, video, and audio messages
• Receiving text, image, video, and audio messages
• Read receipts ("seen" status)
• Automatic contact creation from the Instagram-scoped user ID
• Contact enrichment with Instagram usernames and profile names
• Duplicate message prevention

How It Works

Connect your Instagram Business account through Meta during channel setup. Once connected, incoming Instagram Direct Messages appear in the Whippy inbox, where teams can read, reply, and manage conversations alongside other messaging channels.

Why It Matters

Teams can manage Instagram messaging alongside SMS and other communication channels in a single workspace. This reduces platform switching and helps teams respond to customers faster.

Setup

Before connecting Instagram in Whippy, ensure the account is properly configured in Meta Business Suite.

1. Open Meta Business Suite.

2. Connect your Instagram Business account to a Facebook Page.

3. Ensure the Messenger channel is enabled for that Page.

4. In Whippy, create a Channel.

5. Select Connect Meta Account.

6. Authorize your Meta Business assets.

7. Choose the Instagram Business account you want to connect.

After setup, incoming Instagram Direct Messages will appear in the Whippy inbox.

Notes

• Instagram accounts must be Business accounts linked to a Facebook Page through Meta Business Suite.
• The Messenger channel must be enabled for the connected Facebook Page.
• If your Instagram account does not appear during setup, verify that it is properly connected in Meta Business Suite.
• Messenger and Instagram share the same Meta OAuth authorization.
• Users may appear as separate contacts when messaging different Instagram accounts connected to your workspace.

Added: Meta Messenger Integration

You can now send and receive Facebook Messenger messages directly from the Whippy inbox by connecting your Facebook Page through your Meta account.

What’s Included

This integration supports:

• Sending text messages
• Sending images (single or stacked)
• Sending audio, video, and file attachments
• Receiving text, image, audio, video, and file messages
• Receiving stickers and postback button interactions
• Delivery receipts
• Read receipts for message status tracking
• Automatic contact creation from the Page-Scoped User ID (PSID)
• Contact enrichment using names retrieved from Meta
• Duplicate message prevention

How It Works

Connect your Meta account and Facebook Page during channel setup in Whippy. Once connected, incoming Facebook Messenger messages appear in the Whippy inbox, where teams can read, reply, and manage conversations alongside other messaging channels.

Messages sent through:

• m.me links
• the Start Conversation button
• direct Facebook Page messages

will appear in Whippy in real time.

Conversation routing can also be configured to allow multiple teams or apps to respond to Messenger conversations.

Why It Matters

This integration brings Facebook Messenger conversations into your unified messaging workspace, allowing teams to manage social messaging alongside SMS and web chat.

Teams can:

• Manage Facebook Page conversations in a centralized inbox
• Reduce platform switching
• Capture new contacts automatically
• Track delivery and read receipts
• Send and receive rich media messages
• Route Messenger conversations to the appropriate team

Setup

1. Create a Channel in Whippy.

2. Select Connect Meta Account.

3. Authorize access to the Facebook Pages, Businesses, and assets you want to connect.

4. Choose the Facebook Page Messenger channel to integrate.

5. Complete the channel setup.

After setup, Messenger conversations from your Facebook Page will appear in the Whippy inbox.

Notes

• Contacts are created using the Page-Scoped User ID (PSID) from Meta.
• The same user may appear as separate contacts if they message different Facebook Pages.
• This behavior is defined by Meta’s platform privacy rules to prevent cross-page user tracking.

Added: Call Connection Quality Panel for VoIP Calls

We added a real-time Connection Quality panel inside the Active Call dialog. Users can now monitor VoIP call performance without leaving the live conversation.

How It Works

During any active VoIP call, users can open the new “Your Connection” panel directly within the call interface.

The panel displays:

• An overall connection rating such as Good or Weak
• Live network performance metrics including latency, jitter, and packet loss
• Dynamic updates as network conditions change
• Actionable recommendations when connection quality drops

The data refreshes in real time while the call is active. If network performance declines, the system surfaces guidance to help stabilize audio quality before the issue escalates.

This feature works across Whippy’s cloud-based business phone system and supports teams using VoIP for sales calls, support conversations, and client communication. Learn more about our VoIP capabilities on our Business Phone System page.

Why It Matters

• Clear visibility during live calls:
  Users can immediately see whether call issues are related to network conditions. This removes uncertainty during important sales or support conversations.
• Reduced troubleshooting time:
  Instead of guessing why audio sounds delayed or distorted, teams can check measurable network indicators such as latency and packet loss.
• Proactive issue resolution:
  Real-time recommendations help prevent call deterioration. Users can address WiFi instability or bandwidth constraints before the call drops.
• Improved call transparency:
  Clear network diagnostics increase trust in VoIP call performance and provide objective data when discussing audio quality concerns.

This update improves voice communication reliability and gives teams greater control over call quality during critical conversations.

Added: Import Entire Websites into Your Knowledge Base

You can now add a full website to your Knowledge Base using a single root URL. The system automatically discovers pages and lets you control which ones are included using rule-based filtering.

How It Works

We added website-level crawling to the Knowledge Base inside Whippy.

Instead of adding individual URLs one by one, you now:

1. Enter a root domain or starting URL

2. The system automatically discovers pages across that site

3. You apply include and exclude rules to control which URLs are indexed

This update supports structured content ingestion, large documentation libraries, blog archives, help centers, and resource hubs.

Pattern-Based URL Filtering

You can filter discovered pages using path-based rules. This gives you granular control over which content enters your Knowledge Base.

Supported match types:
• Starts with
• Ends with
• Contains
• Exact match
• Custom (regex pattern)

Examples

Starts with /docs

Matches:
• /docs/getting-started
• /docs/install
• /docs/api/authentication

Contains help

Matches:
• /product/help/reset-password
• /support/help/account-access
• /help/contact-us

Ends with /archive

Matches:
• /blog/2022/archive
• /releases/v1/archive

Exact match /pricing

Matches only:
• /pricing

Custom rule /blog/.*/draft

Matches:
• /blog/2024/draft/new-feature
• /blog/october/draft/release-notes

Important Guidelines

• Website discovery is limited to 500 total pages per import to prevent over-crawling.
• Exclude rules always take precedence over include rules.
• Once published, a website import does not auto-refresh. New pages added to your site are not automatically re-indexed. Manual updates are required. Automatic refresh is planned for a future release.

Why It Matters

This update simplifies Knowledge Base management.

You no longer need to manually add individual URLs. You can import structured website content in bulk and control visibility with filtering rules. This improves:
• AI response accuracy
• Knowledge source consistency
• Content governance
• Documentation indexing
• Help center integration

Teams using Whippy for AI messaging, automated replies, and customer support workflows can now connect entire documentation portals or support sites in minutes.

If you are using Whippy’s AI-driven communication tools, this feature makes it easier to maintain an up-to-date, structured Knowledge Base that powers automated conversations.