Changelog
See what's new with Whippy.
Added: Auto Refresh for Knowledge Base URLs & Sites
Added automatic daily refresh for URL and website knowledge base sources so AI agents use the most current page content.
What’s Included
- Auto Refresh for URL knowledge base items that checks source pages daily.
- Auto Refresh for website knowledge base items that updates the content of existing indexed pages under that site.
- Automatic content updates when changes are detected on the source page.
- Manual refresh option remains available for immediate updates.
This update improves how external content sources stay synchronized with the knowledge base used by AI agents and automation systems.
How It Works
When Auto Refresh is enabled, the system checks the source content every day.
For URL knowledge base items:
- The platform checks the specific page URL daily.
- If the page content changes, the knowledge base entry updates automatically.
For website knowledge base items:
- The system checks the existing indexed child pages from that website.
- If any indexed page changes, the knowledge base content updates automatically.
The refresh process keeps indexed knowledge base content aligned with the original source.
Why It Matters
Web pages and documentation change frequently. Without automatic updates, knowledge bases can become outdated and provide incorrect information to AI agents or automated workflows.
Auto Refresh helps ensure:
- AI assistants use current website content.
- Support and automation systems rely on accurate knowledge base data.
- Teams reduce manual maintenance of external knowledge sources.
This improvement supports reliable automation workflows across messaging, AI agents, and customer communication systems built with Whippy.
Setup
1. Open the Knowledge Base item for a URL or website.
2. Enable Auto Refresh and then hit 'Save’.
3. Publish a new knowledge base version.
4. The system automatically checks the source content daily.
Manual refresh can still be triggered if an immediate update is required.
Notes
- Auto Refresh works for URL items and website items.
- The system checks source content once per day.
- For website items, only the content of already indexed pages refreshes.
- New pages added to the website or removed pages are not yet detected.
- Page discovery and removal detection will be introduced in a future update.
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.