Changelog

Added: Meta Messenger Integration

You can now connect your Meta account and manage Facebook Messenger conversations directly inside Whippy. This integration brings Facebook Page messaging into your existing inbox, so your team can handle conversations without switching tools. The feature is live and available to all customers. No feature flag is required.

How It Works

We added native support for Meta Facebook Messenger page chats within Whippy. Once connected, you can send and receive Messenger messages from your Facebook Pages inside your existing Whippy inbox.

Connect Your Meta Account

1. Create a new Channel in Whippy.

2. Click Connect Meta Account.

3. Grant access to the Facebook Pages, Businesses, and Instagram accounts you want to integrate.

4. Select the correct Meta account if you manage multiple accounts.

5. Choose the Facebook Messenger Page to connect.

6. Complete the channel setup.

After setup, any user who interacts with your page through an m.me link, “Start Conversation” button, or direct message will appear inside Whippy in real time.

Conversation routing can also be configured to allow multiple apps or teams to receive and respond to Messenger messages.

What You Can Send

You can send:
• Text messages
• Single or multiple stacked images
• Audio files
• Video files
• Document and file attachments

This supports full rich media messaging through Facebook Messenger.

What You Can Receive

Whippy now receives:
• Text messages
• Images, audio, video, and file attachments
• Stickers
• Postback button interactions
• Delivery receipts
• Read receipts for message status tracking

This provides full message visibility, including delivery and read confirmation.

Contact and Customer Conversation Management

We added structured contact handling for Messenger conversations:
• Contacts are automatically created using the sender’s Page-Scoped User ID (PSID).
• If a name is missing, Whippy automatically fetches it from Meta for contact enrichment.
• Duplicate message prevention is built in.

Note: The same person may appear as separate contacts if they message different Facebook Pages. This is a Meta platform restriction designed to prevent cross-page user tracking.

Why It Matters

This update brings Facebook business messaging into your unified messaging platform, so you can manage customer conversations alongside SMS and web chat in one place.

With Messenger inside Whippy, you can:
• Manage Facebook Page messages in a centralized inbox
• Reduce context switching between platforms
• Capture new contacts automatically
• Track message delivery and read receipts
• Support rich media conversations
• Route Messenger chats to the right team

This strengthens your social media messaging and overall omnichannel communication strategy. If you rely on Facebook business messaging for lead generation, support, or sales, you can now manage everything from a single workspace with structured contact management and message 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.

Added: Import Entire Websites into Your Knowledge Base

You can now add a full website to your Knowledge Base using a single root URL. The system automatically discovers pages and lets you control which ones are included using rule-based filtering.

How It Works

We added website-level crawling to the Knowledge Base inside Whippy.

Instead of adding individual URLs one by one, you now:

1. Enter a root domain or starting URL

2. The system automatically discovers pages across that site

3. You apply include and exclude rules to control which URLs are indexed

This update supports structured content ingestion, large documentation libraries, blog archives, help centers, and resource hubs.

Pattern-Based URL Filtering

You can filter discovered pages using path-based rules. This gives you granular control over which content enters your Knowledge Base.

Supported match types:
• Starts with
• Ends with
• Contains
• Exact match
• Custom (regex pattern)

Examples

Starts with /docs

Matches:
• /docs/getting-started
• /docs/install
• /docs/api/authentication

Contains help

Matches:
• /product/help/reset-password
• /support/help/account-access
• /help/contact-us

Ends with /archive

Matches:
• /blog/2022/archive
• /releases/v1/archive

Exact match /pricing

Matches only:
• /pricing

Custom rule /blog/.*/draft

Matches:
• /blog/2024/draft/new-feature
• /blog/october/draft/release-notes

Important Guidelines

• Website discovery is limited to 500 total pages per import to prevent over-crawling.
• Exclude rules always take precedence over include rules.
• Once published, a website import does not auto-refresh. New pages added to your site are not automatically re-indexed. Manual updates are required. Automatic refresh is planned for a future release.

Why It Matters

This update simplifies Knowledge Base management.

You no longer need to manually add individual URLs. You can import structured website content in bulk and control visibility with filtering rules. This improves:
• AI response accuracy
• Knowledge source consistency
• Content governance
• Documentation indexing
• Help center integration

Teams using Whippy for AI messaging, automated replies, and customer support workflows can now connect entire documentation portals or support sites in minutes.

If you are using Whippy’s AI-driven communication tools, this feature makes it easier to maintain an up-to-date, structured Knowledge Base that powers automated conversations.

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.