Changelog
See what's new with Whippy.
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.
Monitor Agent Calls and Sentiment with New Reports
Track agent effectiveness, customer sentiment, and call completion rates—all in one place.
If you're managing a call center, sales team, or support staff, you know that visibility into agent performance is everything. That’s why Whippy just released two powerful new agent analytics reports that make it easier than ever to optimize your team and improve customer satisfaction.
These new reports are now available in the Agents tab of the Whippy dashboard and are live for all users.
What's New in Whippy?
1. Calls by Agent Report
This report helps you monitor call volume and effectiveness at the individual agent level. You’ll get:
- Total number of completed and incomplete calls
- Call duration metrics broken down by outcome
- Agent call completion rates
- Aggregated call volume tracking across your team
2. Sentiment of Calls by Agent Report
Understand how customers feel during and after conversations with your agents. This report includes:
- Call sentiment analysis per agent (positive, neutral, negative)
- Percentage breakdown of sentiment types by agent
- Total call count analyzed with sentiment scores
Together, these reports offer a 360° view of both performance and customer experience—crucial for any team scaling communication efforts using VoIP, AI, or cloud contact center tools.
What Can You Do With These Reports?
✅ Benchmark Agent Performance
Compare agents side by side. For example, if your Recruiting Agent has an 84.38% completion rate while your Marketing Agent is at 58.06%, you instantly know where improvements are needed.
🎯 Improve Customer Experience
Use sentiment insights to identify which agents are consistently creating positive customer experiences—and who may need coaching.
🛠️ Optimize Staffing & Workflows
These insights empower you to allocate your top-performing agents to high-value tasks, peak times, or difficult campaigns.
📊 Make Data-Driven Decisions
From training and QA to resource planning and hiring, this feature supports every decision with real-time call center analytics.
Why This Update Matters
Whippy is more than just a business texting and VoIP platform—it’s your communication intelligence hub. With these new reports, we’re giving you tools that turn raw data into business advantage.
You can now:
- Hold agents accountable with concrete metrics
- Discover hidden bottlenecks in your call flow
- Ensure consistent, high-quality customer interactions
- Take action quickly with easy-to-understand dashboards
How to Get Started
To access the new reports:
1. Log into your Whippy dashboard
2. Navigate to the Agents tab
3. Scroll down to find Calls by Agent and Sentiment of Calls by Agent tables
No configuration needed—just actionable insights from day one.
Final Thoughts
These new analytics features are part of our mission to help teams communicate smarter and serve better. Whether you’re leading a small sales team or managing a high-volume call center, Whippy gives you the data you need to lead with clarity.
UI Update: Smarter Layout for Call Flow Settings
We've made a small but impactful update to the Call Flow configuration experience.
What’s New
Settings for:
- Conference
- Recording
- Transcription
- Ring Timeout
…are now shown above the Call Processor selection, instead of after it.
Why This Matters
Improves visibility: These key toggles are now easier to find — no matter which type of Call Processor you’re using.
Reduces setup errors: By showing important options earlier, it’s less likely that you’ll miss a setting during configuration.
Streamlines workflow: A cleaner setup flow means less guesswork and fewer clicks.
📌 Heads-up: This is a UX-only change. There’s no change to backend behavior or how calls are processed.