Changelog

Added: Call Extensions Work Without a Desk Phone

Admins can now assign a call extension to any active Whippy user, no desk phone or SIP registration required.

What's Included

• A new User Type field in Extension settings, unlocked when User is selected as the routing target.
• Two assignable routing paths per extension: SIP User (desk phone required) or User (Whippy account–based, hardware-optional).
• Name search that surfaces any active Whippy user, not just those registered with a SIP device.
• Compatibility with both direct dial and call transfer extension types.

How It Works

Whippy's cloud phone system previously required every extension target to be a registered SIP User, a hardware-dependent designation meaning the person had a physical desk phone provisioned and linked to the system. Anyone without that setup was invisible to the extension directory, regardless of whether they had an active Whippy account.

This update added a second routing path: Direct User. When an extension is configured with this path, the system resolves the call to the user's Whippy account rather than polling for a SIP registration. If that user has desk phones registered, those still ring. If they don't, the call reaches them through their account-connected devices.

Both paths, SIP User and Direct User, are available on every extension. Admins choose per extension based on how each team member is configured.

Why It Matters

In teams where not every employee operates from a fixed desk, remote staff, distributed customer support agents, field reps, or new hires mid-onboarding, the SIP-only requirement created a real operational gap. Those users couldn't receive transferred calls or be assigned a quick-dial extension until their hardware setup was complete, which in some environments takes days or weeks.

For customer-facing teams running high call volumes through a VoIP business phone system, a missed internal transfer has a direct cost: slower resolution times, dropped handoffs, and calls that hit dead ends instead of reaching the right person.

Direct User routing closes that gap. Any user active in Whippy is immediately assignable to an extension, no SIP trunk provisioning, no desk phone hardware, no waiting on IT. Internal call routing now reflects the actual structure of the team, not the limits of the hardware inventory.

Setup

1. Go to Settings → Accounts → Update Account → Extensions.
2. Select an existing extension or create a new one.
3. Set the Target field to User.
4. A User Type field will appear. Select one of the following:
   • SIP User: for team members with a provisioned desk phone.
   • User: for all other active Whippy users, including remote and softphone-only staff.
5. Use the name search to locate and assign the team member.
6. Save. Routing takes effect immediately, no restart or sync required.

Notes

• Extensions set to User routing will still ring any desk phones registered to that user's account.
• Existing SIP User–based extensions are not affected. No reconfiguration is needed.
• A user must have an active account in Whippy to appear in the extension search. Deactivated or pending users do not appear.
• This update applies to both transfer extensions and direct dial extensions.
• For high-volume inbound call routing, review your Whippy Voice configuration to confirm extensions align with your current team structure.

Added: Fax Channel Onboarding

Whippy now supports fax as a dedicated communication channel: send and receive faxes directly from your Inbox, alongside SMS, voice, and email.

What's Included

• A new Fax Channel option available in the Whippy Dashboard
• Two onboarding paths: Custom and Whippy Managed
• Ability to select a local phone number during setup
• Fax sending and receiving from the Whippy Inbox immediately after onboarding
• Support for PDF and TIFF documents, including signed forms and case files

How It Works

Fax channel onboarding follows the same familiar setup flow used by other Whippy channels. During setup, you choose one of two configuration paths:

• Custom: Connect your existing Telnyx account using your API key and public key. Best for teams that already manage their own Telnyx integration.
• Whippy Managed: Whippy handles the full configuration, including purchasing a dedicated phone number and setting up the fax service. No Telnyx account or technical setup required.

Once onboarded, the fax channel is live. You can select a number in your preferred area code and start sending and receiving faxes within the same session.

Why It Matters

Fax remains a required communication method in industries like healthcare, legal, and logistics, where signed documents, case files, and compliance forms are still transmitted by fax daily.

Previously, teams in these industries had to manage fax outside of their main communication stack. Now, fax lives alongside SMS, voice, and email inside Whippy, keeping all outreach and document exchange in one place.

This is especially relevant for teams that need a dedicated local fax number, like a pharmacy receiving signed prescription forms, without adding another tool or vendor to their workflow.

Setup

1. Go to your Whippy Dashboard
2. Navigate to Channel Settings and select Add Channel
3. Choose Fax from the available channel types
4. Select your onboarding path: Custom or Whippy Managed
5. If using Whippy Managed, choose your preferred area code and confirm your number
6. Save and start sending faxes from your Inbox

Notes

• The Custom path requires an active Telnyx account with a valid API key and public key on hand before starting setup.
• Faxes are sent and received as PDF or TIFF files through the Whippy Inbox.
• Both onboarding paths are available to all eligible Whippy accounts. Contact Whippy support if you need help choosing the right path for your team.

Changed: Clearer Transcript Tool Call Display UI

We improved the transcript interface to make tool calls easier to read and understand.

What’s included

• Structured display of tool calls in chat and call transcripts
• Clear separation of tool name, input, and output sections
• Collapsible views for expanding or hiding details
• Syntax-highlighted JSON for better readability
• Cleaner layout for scanning AI interactions

How it works

Tool calls now appear as structured blocks inside transcripts. Each block shows the tool name, followed by clearly separated input and output sections. Users can expand or collapse these sections as needed. JSON responses are formatted and syntax-highlighted to improve visibility and reduce parsing effort.

Why it matters

This update reduces time spent reading raw JSON and improves clarity when reviewing AI actions. Teams can quickly understand what the AI executed, what data was passed, and what results were returned. This supports faster debugging, better auditing, and improved workflow visibility across messaging and voice interactions.

Notes

• This update applies to both chat and call transcripts
• No changes are required to existing workflows or integrations
• The improvement is available automatically within the platform

Added: Audio & Video Support in Knowledge Bases

You can now upload audio and video files to your Knowledge Base and use them in AI-powered responses.

What’s included

• Upload support for audio files (up to 100MB)
• Upload support for video files (up to 200MB)
• Searchable content available in AI responses and workflows

How it works

Upload audio or video files to your Knowledge Base and publish it.

After publishing, the system generates a transcription and indexes the content so it can be used in searches, automations, and AI responses.

Why it matters

Important knowledge often lives in recordings like demos, trainings, and calls.

This update makes that content searchable and usable, helping your team:

• Access information faster
• Improve response accuracy
• Reduce manual documentation

Notes

• Audio files: maximum 100MB
• Video files: maximum 200MB
• Transcription starts after the Knowledge Base is published