What are channels in Whippy?

Last updated: November 5, 2026

Channels are shared communication sources in Whippy. They organize conversations by phone number, email address, WhatsApp number, Messenger Page, Instagram account, or other connected source so teams can manage customer communication from one workspace.

What channels control

  • Where conversations are routed.

  • Which sender phone number, email address, or messaging account is used.

  • Which users can access and respond from that channel.

  • Channel-specific settings such as business hours, auto responses, call flows, and provider configuration.

Where channels appear

  1. Open Inbox to see conversations across channels.

  2. Open a conversation to see the channel shown under the contact information.

  3. Use channel views in the inbox to focus on one channel at a time.

  4. Go to Settings > Channels to view and manage the organization’s channel list.

Common channel types

  • Phone channels for calls and SMS.

  • Email channels for shared email communication.

  • WhatsApp channels for WhatsApp Business messaging.

  • Messenger channels for Facebook Page messages.

  • Instagram channels for Instagram direct messages.

Tips

  • Create separate channels for teams, departments, locations, or use cases.

  • Use clear channel names so routing and reporting stay easy to understand.

  • Keep business hours and user access up to date.

  • Review call flows and auto responses regularly for customer-facing accuracy.

Troubleshooting

  • If a channel does not appear in the Inbox, confirm the user has access to that channel.

  • If messages are not sending, review sender configuration and provider settings.

  • If auto responses are not triggering, review business hours and auto response settings.

  • If WhatsApp is inactive, complete any required setup in Meta Business Manager.