How do I create a phone channel?

Last updated: November 5, 2026

Create a phone channel to let your team handle calls and SMS from a shared Whippy inbox using a dedicated phone number.

Before you start

  • Confirm you have permission to manage channels.

  • Have the business address and Google Place ID ready.

  • Choose the phone provider you want to use.

  • If adding a number manually, collect the phone number SID and supported capabilities from your provider.

Steps

  1. Go to Organization Settings > Channels.

  2. Click Add channel.

  3. Enter the channel name, emoji, description, business address, and Google Place ID.

  4. Click Next.

  5. Select Phone as the channel type.

  6. Choose the communication provider, such as Whippy Phone, Twilio, Vonage, Telnyx, Sinch, or Bandwidth.

  7. If using Twilio, choose the authentication type and enter credentials if required.

  8. Configure the channel sender by buying a new phone number or adding a phone number manually.

  9. Review the channel name, icon, description, address, and sender phone number.

  10. Click Complete.

  11. Confirm the new phone channel appears in the Channels list.

Tips

  • Use a channel name that matches the team, location, or function.

  • Choose an area code that makes sense for your customers if buying a new number.

  • Double-check the sender phone number before completing setup.

  • After creation, configure business hours, auto responses, users, and call flow.

Troubleshooting

  • If Step 1 cannot continue, complete the channel name, business address, and Google Place ID.

  • If Twilio credential fields appear unexpectedly, confirm whether authentication is set to Custom or Managed by Whippy.

  • If you are asked for SID and capabilities, confirm whether Add manually was selected instead of Buy new phone number.

  • If you need to change the sender phone number after creation, create a new phone channel and disable the old one.