WhatsApp Business

1
1
 GupShup is the leading SMART Messaging Platform

Community of
4.5 225
billion billion 36,900
messages messages businesses
per month and counting… and growing…

GupShup is the leading SMART GupShup SMART Messaging platform GupShup is a leading
messaging platform that handles over has processed over messaging platform
4.5 billion messages per month, 225 billion messages and enables trusted by over
offering 100+ APIs for developers to enterprises to send mobile messages 36,900 businesses
build Interactive, Programmable, Omni- to users across all channels such as and one of the largest
channel messaging services and SDKs SMS, In-App, WeChat, Twitter, Slack, in the world
to enable in-app messaging FB Messenger, WhatsApp, Android…

GupShup’s SMART Messaging APIs are being used for A2P messaging by several leading Enterprises including Facebook,
Twitter, WhatsApp, LinkedIn, Citibank, HDFC, ICICI, FlipKart, OLA, HUL and DishTV to engage their consumers on mobile

© Copyright GupShup 2018 2

 Gupshup’s Smart Messaging platform enables enterprises to
build unique messaging experiences on WhatsApp
One API to send text, images, audio, documents. Integrated
all capabilities into existing Gupshup Enterprise API
> Minimal Integration
Single API
Define routing logic – which channels, in what
order, retry or not, routing by message type, ..
> Maximum Flexibility Unified Opt-in & Capture and respect users’ opt-in and opt-out
Routing Opt-out preferences for push notifications
Logic Management > Policy Compliance

Smart
Tools to build automated two-way messaging Messaging
services for customer support and commerce Platform
> Intelligent Conversations Pre-approved templates for better re-usability,
Interactive content controls and personalization
Message
Two-way > Optimal Control
Templates
messaging

Self-serve dashboards to build custom flows,

run campaigns, get reports and analytics Smart
> Smart Operations Dashboards

© Copyright GupShup 2017 3

 Single API: activate rich messaging on WhatsApp and 30+ channels

ECOMMERCE FINANCE TRAVEL RETAIL MEDIA HEALTHCARE AUTOMOBILE

Businesses

SINGLE API ACROSS ALL CHANNELS

Unified Single API integration with

Platform Routing
Opt-in & Opt- Message Two-way Smart
Logic
out Mgmt. Templates messaging Dashboards Unified Routing Logic

1
Instantly turn on presence
30+ Channels in 30+ channels* across
mobile, web, digital
SMS Voice Email Web In-app FB Twitter Skype Viber Line Telegram WhatsApp

Acquire, engage and

Customers retain through customer-
centric interactions
* Other channels include WeChat, Google Home, Amazon Alexa, Microsoft Teams, Slack, Cisco Spark, Jio Chat, Kik, Hotline, HipChat, etc.
© Copyright Gupshup 2016 4
Unified Routing Logic: optimize for deliverability and cost

© Copyright GupShup 2017 5

Opt-in & Opt-out Management to comply with WhatsApp policies

WhatsApp mandates an explicit Collect opt-ins on a Greeting message on

consent (opt-in) by the customer to non-WhatsApp channel WhatsApp
receive messages from the business SMS “START” to
on WhatsApp. 5767678 to receive 5767678 EcommX
account updates
from EcommX on
The Opt-in cannot be collected on WhatsApp
WhatsApp itself; it must be collected Welcome to EcommX
from a non-WhatsApp channel on WhatsApp! You
will receive
START transactional alerts
and important
updates about your
Gupshup’s Smart Messaging platform Your mobile number
account here.
manages and regulates all opt-in and +9198XXXXXXXX is Say “Unsubscribe” if
now activated to receive
opt-out activities on behalf of the communication on
you no longer wish to
receive messages on
business.* WhatsApp. WhatsApp.

Business can request customer opt-ins via SMS, IVR, website, mobile app, in-store, etc.
* Business is responsible to collect opt-ins and hence, must maintain opt-in / opt-out proof.

© Copyright GupShup 2017 6

 Message Templates: send pre-approved content on WhatsApp

Non-approved message Pre-approved message

WhatsApp recommends that common transactional content template
notifications be submitted to WhatsApp Business for
an approval process. Once approved, businesses EcommX
EcommX
can use these ‘Message Templates’ to send
notifications.

Features:
• First time User receiving a WhatsApp Message
Template does not see “Block” or “Report as
Spam” options
• Supports variables for message customization
• Prevents non-approved content from being sent
• Re-usable templates

Gupshup’s Smart Messaging platform sends

notifications in the pre-approved Message Template
format. Zero API changes or integration needed.
Gupshup manages the entire Message Template
approval process.

© Copyright GupShup 2017 7

Interactive Two-way Messaging: enable intelligent conversations

Gupshup’s Smart Messaging platform can

EcommX EcommX
implement two-way messaging workflows
i.e. send automated responses to Here are the nearest
Hi there! We are here to
customer queries serve. Enter any of the
EcommX stores to you.
6:47 PM
keywords below for your
query:
Features: TRACK – Track order 1. Andheri (E)
• Keyword-based Auto Responses REWARD – View Reward Shop No. 1, Poonam
Points Darshan, A Wing, Poonam
• FAQ STORE – Find nearest store Nagar, Off Mahakali Caves
• Small Talk 2:44 PM Road, Andheri East ·
1800 103 5577
• Structured Customer Service Store 6:47 PM 
Directions: http://ecm.in/5DX
workflows (custom development)
• Customer Support dashboard for Please share your current 2. Goregaon (W)
location by selecting the ‘ Ground Flr Jaykar Smruti
human agents to respond manually ‘  Location option. Co-op Housing Society Ltd
• Handover switch to/from human agents 6:47 PM Aarey Road, Goregaon (W)
1800 102 6022

Directions: http://ecm.in/5DX

6:47 PM

© Copyright GupShup 2017 8

Smart Dashboard: execute and monitor operations centrally
Custom Flows Customer Chat Interface
Build custom conversational flows, sequences Monitor real time conversations and reply
and configure FAQs using Gupshup’s tools back to customers via user interface

Bulk Campaigns Reports and Analytics

Send or Schedule broadcast campaigns or Track quantitative metrics for customer
targeted campaigns to customers * engagement to improve usage and ROI

* Promotional messages are not allowed by WhatsApp today

© Copyright GupShup 2017 9
 Case Study: IndusInd Bank

IndusInd Bank was one of the first banks to

launch “Banking On-the-go” on WhatsApp
in India on April 3, 2018.

Gupshup enabled IndusInd Bank to greatly

speed up time to market with the following
service offerings:
• Fully managed solution
• Single API
• Opt-in & Opt-out Management
• Message Templates
• Interactive Two-way Messaging
o Custom Menu with Core Banking
system integration
o Keyword based Auto Responses
• Smart Dashboard

Try yourself: Say “Hi” on +91 22 4406 6666

© Copyright GupShup 2017 10

 Case Study: Kotak Mahindra Bank

Kotak Mahindra Bank was one of the first

banks to launch WhatsApp Business in
India. They began by sending ‘811’ digital
account welcome kits on the verified
WhatsApp number.

Gupshup helped Kotak launch with the

following service offerings:
• Fully managed solution
• Single API
• Opt-in & Opt-out Management
• Interactive Two-way Messaging
o Custom Menu for Banking services
o Keyword based Auto Responses
• Smart Dashboards

Try yourself: Say “Hi” on +91 22 6600 6022

© Copyright GupShup 2017 11

 Our Experience Spans Various Customer Segments
Banking, Entertainment Education,
Online Media, Retail and Hospitality Health and
Financial Media and Government,
eCommerce Consumer and Travel Wellness
Services Lifestyle Real estate

Omni-Channel
Omni-Channel Alerts, Global direct connectivity, Dedicated TPS for Custom, Interactive Multi-Channels, Omni-channel
Engagement, Direct
Guaranteed Latency, High-Availability, Scale, campaigns, Omni- Omni-channel Advanced Campaign workflows, Guaranteed
connectivity,
Uptime , Security Custom Analytics, Support Channel Promotions, DB workflows, Reporting Mgt and Analytics Delivery, Security
Guaranteed Delivery,

12
© Copyright Gupshup 2016