BoldDesk allows administrators to manage Gupshup WhatsApp phone numbers from the WhatsApp integration settings. From the Gupshup WhatsApp Manage page, administrators can add, edit, activate, deactivate, or delete configured phone numbers.

Gupshup WhatsApp numbers can be mapped to specific brands to help organize customer conversations and route WhatsApp communication based on your support setup.

Access the Gupshup WhatsApp Manage Page

To manage Gupshup WhatsApp phone numbers:

1. Go to Admin.

2. Select the Chat tab.

3. Under Channels, click WhatsApp.

4. In the WhatsApp Integration page, locate the Gupshup card.

5. Click View Detail.

   

6. The WhatsApp (Gupshup) > Manage page opens.

From this page, you can view configured Gupshup WhatsApp numbers under the Active and Inactive tabs.

Editing a Phone Number

To edit a Gupshup WhatsApp phone number:

1. Go to Admin > Chat > WhatsApp.

2. On the Gupshup card, click View Detail.

3. In the WhatsApp (Gupshup) > Manage page, open the Active tab.

4. Click the More Options icon for the required phone number.

5. Select Edit.

   

6. The Edit Account dialog opens with the following tabs:

   • Account
   • Chat
   • Message

Account tab

In the Account tab, update the account details if required.

The available fields include:

• Name
• App ID
• App API Key
• Brand

After making the required changes, click Verify & Continue.

Chat tab

In the Chat tab, configure the chat-related options for the Gupshup WhatsApp number.

The available options include:

• Read Receipts
• WhatsApp Catalog
• Reopen Conversation
• Auto-tag Conversations
• AI Agent
• Group (Deprecated)

After updating the required settings, click Next.

Message tab

In the Message tab, configure automated message settings.

The available options include:

• Welcome Message
• Offline Message
• Conversation Closure Message

You can enable or disable each message type and update the message content as needed. You can also use templates where available.

After updating the required message settings, click Save.

Deactivating a Phone Number

To deactivate an active Gupshup WhatsApp phone number:

1. Go to Admin > Chat > WhatsApp.

2. On the Gupshup card, click View Detail.

3. In the WhatsApp (Gupshup) > Manage page, open the Active tab.

4. Click the More Options icon for the required phone number.

5. Select Deactivate.

6. Confirm the action in the confirmation dialog.

   

After deactivation, the phone number is moved to the Inactive tab.

Activating a Phone Number

To activate an inactive Gupshup WhatsApp phone number:

1. Go to Admin > Chat > WhatsApp.

2. On the Gupshup card, click View Detail.

3. In the WhatsApp (Gupshup) > Manage page, open the Inactive tab.

4. Click the More Options icon for the required phone number.

5. Select Activate.

6. Confirm the action in the confirmation dialog.

   

After activation, the phone number is moved back to the Active tab.

Deleting a Phone Number

To delete a Gupshup WhatsApp phone number:

1. Go to Admin > Chat > WhatsApp.

2. On the Gupshup card, click View Detail.

3. Open either the Active or Inactive tab, depending on the phone number status.

4. Click the More Options icon for the required phone number.

5. Select Delete.

6. Confirm the action in the confirmation dialog.

   

Frequently Asked Questions

1. Where can I manage Gupshup WhatsApp phone numbers in BoldDesk?
   Go to Admin > Chat > WhatsApp, then click View Detail on the Gupshup card.

2. What is the difference between Active and Inactive tabs?
   The Active tab lists Gupshup WhatsApp numbers currently enabled for use. The Inactive tab lists numbers that have been deactivated.

3. Can I reactivate a deactivated Gupshup WhatsApp number?
   Yes. Open the Inactive tab, click the More Options icon for the phone number, and select Activate.

4. Can I edit an inactive Gupshup WhatsApp number?
   Based on the available actions shown in the Inactive tab, inactive numbers can be activated or deleted. To edit a number, activate it first if the Edit option is not available.

5. Should I deactivate or delete a Gupshup WhatsApp number?
   Use Deactivate when you want to temporarily stop using the number. Use Delete when you want to permanently remove the configured Gupshup WhatsApp number from BoldDesk.