Deliver exceptional customer support with a shared, omnichannel inbox

Improve agent efficiency by bringing all digital conversations, context and support actions in single view. Identify actionable intelligence through real time & detailed analytics with Gupshup's Agent Assist.


Trusted by leading brands globally

Empower agents to build strong customer relationships

Empower agents to build strong customer relationships

  • Enable agents to address queries on 30+ messaging channels from a single interface
  • Leverage intelligent routing and workflows to auto-assign chats to agents with the right skills and bandwidth
  • Leverage canned responses and standard replies to respond faster and save agent effort for complex issues
top wave
Make every customer happy with a unified customer view

Make every customer happy with a unified customer view

  • Offer smooth CX by seamlessly transferring conversations from chatbots to live agents while retaining context
  • Assist better by fetching information from past interactions and 3rd party apps without switching
  • Drive action by allowing agents to share product catalogs and adding buttons to notifications and messages
Bottom Wave
Measure, analyze and improve agent performance

Measure, analyze and improve agent performance

  • Track agent performance and conversation feeds
    in real-time, and intervene when required
  • Get insights into what high-performing agents do differently and improve team performance
  • Manage traffic efficiently by nudging agents about unattended queries and deflecting to alternative channels
  • Higher Customer Satisfaction


    Higher Customer Satisfaction

  • Live chats <br> handled daily


    Live chats
    handled daily

  • Lower average resolution time


    Lower average resolution time

  • Lower average first response time


    Lower average first response time

Core features to improve agent experience

  • Structured templates

    Structured templates

    Leverage highly structured messaging(HSM) templates to send messages that drive action on WhatsApp

  • Multi-level view

    Multi-level view

    Setup separate views for agents, managers and admins. Assign roles, moderate permissions & manage teams efficiently

  • Pause chats & nudge idle customers

    Pause chats & nudge idle customers

    Put chats on hold to find resolutions. Nudge idle customers to resume conversations and leave no query unresolved

  • Tag conversations for reference

    Tag conversations for reference

    Tag important conversations that need attention or can be referred to later to address similar queries

  • Empower Managers

    Empower Managers

    Enable admin and managers to take control of conversations without hampering customer experience

  • Configurable APIs and integrations

    Configurable APIs and integrations

    Integrate with CRM and helpdesk such as Leadsquared, Zendesk, Freshdesk, Salesforce, Zoho etc.

Advanced capabilities to create a unified inbox


Activate email and voice support to offer care across platforms from a single dashboard

Advanced Email & Voice activation

Don't just take our word for it

VP, Operations, OYO Rooms

OneDirect / Gupshup helps us understand what people are talking about OYO as a brand, it helps us not to miss anything that the customers are expressing out there, we then take this information and process it to improve our product and service

Chief Information Officer, Acer India

When we had the requirement to build a robust ORM platform with capabilities to understand customer sentiment, analysis and to enable seamless response by our support team, OneDirect / Gupshup was the most apt choice. I am happy to note that after 2 years we continue to enjoy the services offered by OneDirect team and the platform.

Frequently Asked Questions