Changelog

Added: Conversation History Context for AI Agents

AI Agents now support optional access to prior conversation history, allowing them to continue conversations with more context.

How It Works

We added a new {{conversation_history}} variable that can be used in the AI Agent Editor. When this variable is included in an AI Agent’s instructions, the agent can reference past exchanges between the contact and the channel, such as SMS, chat or calls, before or during a live call or chat session.

This variable is available only in the AI Agent Editor and must be added manually. The feature is not enabled by default.

Why It Matters

This update allows AI Agents to respond with better continuity and awareness. Conversations can continue naturally when a contact switches from text to voice. Contacts no longer need to repeat information that was already shared earlier. AI responses feel more relevant because they are based on previous interactions, not just the current message or call.

This is especially useful for use cases like customer support, scheduling, lead qualification, and follow-ups where prior context improves accuracy and efficiency.

Important Notes and Behavior Changes

• Action required: Conversation history is not automatically included. If your use case depends on prior messages, you must add {{conversation_history}} to the AI Agent’s instructions.
• Changed behavior: AI Agents no longer receive conversation history by default. Previously, chat sessions included history automatically. This behavior was changed, and the variable is now required for all use cases where history is needed.
• UI updates: We added warning messages in the AI Agent Editor to indicate when conversation history is not included.

Added: Location-Specific VoIP Notification Preferences

Granular notification control per channel.

How It Works

We added channel-specific notification preferences that let users manage alerts on a per-channel basis. Notification settings now live on the relationship between a user and a channel, instead of being applied globally.

Previously, notification preferences were shared across all channels. Users could not mute one office without muting all of them. With this update, each channel (office, branch, or location) can be configured independently.

If no preference is set for a channel, the system defaults to the standard global settings.

Why It Matters

For multi-channel teams, notification overload reduces focus and productivity. This change gives users precise control over when and where they receive VoIP alerts, without affecting other active channels.

Teams can now stay responsive where it matters most and quiet where it doesn’t.

Key Benefits

• Reduced noise: Recruiters and managers only receive notifications from the channels they actively manage.
• Better user experience: Notification settings are no longer “all or nothing”.
• Scalable by design: As organizations add more channels, notification streams stay relevant and manageable.

Publisher Attribution for Knowledge Base Versions

Each knowledge base version now records who published it.

How It Works

Whippy now captures and displays the user who publishes each knowledge base version. When a version is pushed live, the system automatically records the publisher and associates that user with the published version. This happens at the time of publishing and requires no changes to existing workflows or permissions.

For versions published before this update, publisher details may not appear because that data was not previously tracked.

Why It Matters

Teams often collaborate on knowledge base content, with one user drafting and another approving or publishing. Previously, there was no reliable way to see who actually published a version. This update improves visibility and accountability by clearly showing who pushed each version live, which helps with audits, content reviews, and internal ownership.

This change supports better content governance across shared knowledge bases and aligns with Whippy’s focus on clear, trackable communication management.

Added: Unified User Avatars with Presence & Status

User avatars were unified across Whippy to clearly show who is available, on a call, or away without opening user profiles.

How It Works

Whippy now displays a single, consistent user avatar everywhere the team collaborates.

• Avatars show a profile photo when available or user initials when not.
• A live presence indicator appears directly on avatars in conversations, assignments, activity logs, and tables.
• Hovering over an avatar shows the user’s current status when enabled, including Available, On a Call, or Away, along with any custom emoji or status message.

Presence color legend:

• Green indicates the user is available and online.
• Orange indicates the user is currently on a call.
• Grey indicates the user is away or offline.

This update applies automatically and does not require setup or configuration.

Why It Matters

Clear presence indicators reduce guesswork during collaboration.

• Teams can route conversations and assign work faster.
• Busy inboxes are easier to manage with immediate visibility into availability.
• The interface stays consistent and easier to scan as teams grow.

This change improves day-to-day collaboration across Whippy while keeping the interface simple and predictable.