Admin Guide: Gupshup WhatsApp Business Integration in BoldDesk
BoldDesk provides an effective solution for WhatsApp integration using Gupshup, empowering businesses to boost customer engagement and strengthen client relationships through efficient, personalized interactions.
Key Features of WhatsApp
The following are the key features of Gupshup WhatsApp:
- Effortless API Key Setup: Integrate Gupshup WhatsApp seamlessly by simply entering your API key, without the need for additional configurations.
- Multiple Phone Number Support: Multiple business phone numbers can be configured for WhatsApp integration in your helpdesk platform.
Configure WhatsApp in BoldDesk via Gupshup
To successfully integrate Gupshup WhatsApp with the BoldDesk platform, it is essential to first complete the required configuration steps in Gupshup. This setup acts as a foundational prerequisite to ensure a smooth and effective integration between the two systems.
Explore further instructions on How to Set Up WhatsApp in Gupshup.
After setting up WhatsApp in Gupshup, follow the steps below to configure WhatsApp in BoldDesk:
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Go to Admin > Chat > WhatsApp > Gupshup WhatsApp.
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Click the Configure option to integrate WhatsApp with BoldDesk.
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After selecting Configure, a pop-up will appear requesting the API Key. This key can be retrieved after setting up WhatsApp in Gupshup. Click Verify & Save to complete the setup.
Add a Gupshup WhatsApp Phone Number in BoldDesk
Follow the steps below to configure the Gupshup WhatsApp phone number in BoldDesk:
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Click Admin > Chat > WhatsApp > Gupshup WhatsApp > Manage.
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Click Add Account.
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Enter a Name and select your App Name from the dropdown.
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After selecting an App Name, the associated Phone Number will be automatically populated in the Phone Number field.
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Choose a Brand and click on Next.
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Enable the options in the Chat Configuration based on your requirements and click the Save button.
- Read Receipts: Indicates that messages have been read by the recipient.
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
- Conversation Closure Message: Sent automatically at the end of the conversation.
- AI Agent Assistance: It allows AI assistant to automatically handle customer inquiries. Here, select the Handover method (Auto-assign to AI agent or Manual Handover) and the AI Agent to use on the account.
- Reopen Conversation: Enabling this feature allows users of a resolved conversation to reopen a chat, within the configured “reopen interval,” instead of initiating a new chat.
- Auto-tag Conversations: When a conversation is created, tags are automatically added.
FAQs
1. Can I integrate WhatsApp via Gupshup in a sandbox or test environment?
Yes. Gupshup allows sandbox testing. Use a test App and number from Gupshup, then configure it in BoldDesk as you would a live account. Be sure to label it clearly to avoid confusion with production data.
2. What is the “Reopen Conversation” interval and where can I configure it?
The “Reopen Conversation” interval defines how long a customer can reopen a resolved chat. You can configure this setting under:
Admin > Chat Settings > Reopen Interval.
Choose a duration that aligns with your support policies.
3. What happens if I change the App Name in Gupshup after integration?
Changing the App Name in Gupshup may break the link between BoldDesk and your WhatsApp number. To restore functionality:
- Update the App Name in BoldDesk under the WhatsApp configuration.
- Re-verify the API key if prompted.
