Deliver exceptional customer support with a unified 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

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

Empower agents to build strong customer relationships

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 tabs

Drive action by allowing agents to share product catalogs and adding buttons to notifications and messages

Make every customer happy with a unified customer view

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

Measure, analyze and improve agent performance
  • 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

<span>Multi-level</span> 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

VP, Operations, OYO Rooms

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

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.

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Frequently Asked Questions