Changelog
See what's new with Whippy.
Assign AI Chat Agents from the UI
You can now manually assign, change, and unassign AI Chat Agents directly from the conversation interface.
How It Works
We added a new option in the conversation header and conversation detail view that lets you manage AI Chat Agents with a single click.
- Assign an Agent: Select the agent you want to assign and click Assign Agent.
- Change an Agent: If a conversation already has an active session, switching agents will end the current one and start a new session after confirmation.
- Unassign an Agent: Click Unassign Agent to end the current session.
Before this update, Chat Agents could only be triggered through automation rules in sequences, campaigns, or keywords, or by making calls to the public API. Now, users can launch and manage Chat Agents directly from the UI without depending on automation or code.
This change makes it easier for teams to decide when and how AI agents take over a conversation, giving more control to the user.
Why It Matters
With this update, you now have three ways to activate Chat Agents:
1. Automations in campaigns, sequences, or keyword triggers.
2. API calls.
3. Manual assignment from the UI.
This flexibility means you no longer need to rely solely on triggers or developers to start Chat Agent sessions. Teams can now offload conversation handling to AI agents whenever it makes sense—directly from the Whippy interface.
Start a Chat Agent via Public API
You can now start a chat agent using our Public API. This makes it possible to trigger agents directly from your own systems.
How It Works
We added a new Public API endpoint that starts a chat agent.
Previously, agents could only be initiated through triggers and actions in sequences, campaigns, or keywords. With this update, you can now call the endpoint directly.
Why It Matters
This change gives you more control over automation. You can trigger a chat agent based on events in your own system, not just within our platform’s workflows.
Convert Form Responses into Inbound Messages
Form submissions can now be received directly as inbound messages in your inbox.
Instead of treating form entries as separate records, you can handle them just like text messages, emails, or chats—making customer communication seamless and faster than ever.
How It Works
Turning this feature on takes just a few clicks:
1. Navigate to your form settings.
2. Enable the option: “Receive form responses as inbound messages.”
3. Once enabled, every form submission will appear as a regular inbound message in your Whippy inbox.
Why This Matters for CX Teams
- Unified Workflow – Manage form submissions alongside SMS, email, and chat without switching between tools.
- Faster Response Times – Submissions land in your inbox instantly, so your team never misses an urgent request.
- Better Visibility – Form entries get the same priority and visibility as any direct customer message.
Use Cases
This feature is designed for teams that rely on forms as part of their customer journey:
- Contact Forms – Respond to inquiries the moment they come in.
- Support Requests – Treat form submissions as tickets and resolve them quickly.
- Lead Inquiries – Never lose a hot lead waiting in a static CRM entry.
- Conversational Follow-Up – Turn every form into a two-way conversation with your customers.
The Bigger Picture
This update bridges the gap between form submissions and conversational support. Whether a customer reaches you through SMS, email, chat, or a form, your team can provide a consistent, real-time response—all within Whippy.
By integrating form responses into your message queue, we’re helping businesses reduce missed opportunities, improve customer satisfaction, and scale personalized engagement.
New Webhook: Track When a Chat Agent Session Starts
We’ve introduced a powerful new webhook event for Whippy chat agents:
conversation_agent_session.started
This webhook fires whenever a new chat agent session begins—in other words, the moment a chat agent starts handling a customer conversation.
Why This Matters
- Real-time notifications – instantly know when a new conversation session starts.
- Better automation – trigger workflows in your CRM, ticketing system, or internal tools.
- Improved customer visibility – track when an agent joins a chat for accurate reporting.
If your business relies on automated chat workflows, customer support, or AI messaging, this webhook gives you more control over your data and event-driven integrations.
How to Use It
1. Go to your Webhook Settings in Whippy.
2. Subscribe to the conversation_agent_session.started event.
3. Start receiving notifications whenever a new chat agent session begins.
Summary
The new conversation_agent_session.started webhook helps businesses:
Detect when an agent begins a conversation.
Automate downstream workflows in real-time.
Improve chat agent tracking, reporting, and customer support automation.
This update is part of Whippy’s commitment to giving teams more powerful communication automation tools.