Agent Guide: Get Started With BoldDesk Gupshup WhatsApp Messaging
WhatsApp, when used through Gupshup, becomes a reliable and effective way for businesses to stay connected with their customers. Gupshup makes it easy to send and receive messages, respond to customer queries, and share important updates in a smooth and organized manner.
Receive and Respond to WhatsApp Messages (via Gupshup)
- A customer can initiate a WhatsApp conversation by sending a message to your Gupshup-registered business number. When an incoming message is received through Gupshup, it triggers a new chat conversation in BoldDesk.
- You can view Gupshup WhatsApp conversations in the chat module. Agents can respond directly from BoldDesk using the Gupshup WhatsApp integration. Each response is delivered via the Gupshup platform in real-time.
- Each customer-initiated message opens a 24-hour session window during which you can send unlimited free-form messages (text, image, audio, etc.). The session countdown resets with each new incoming message.
- If a session expires (i.e., no customer message in the last 24 hours), you must send a pre-approved message template to reopen communication. Once the customer replies, a new 24-hour session begins.
WhatsApp Messaging Limits on Gupshup
- Initial Daily Limit: A business phone number can initiate up to 250 conversations in a 24-hour rolling period when first using WhatsApp Business.
- Increased Limits: As the business establishes a positive messaging history and engages with users effectively, the daily limit can be increased, potentially reaching 1,000 or more conversations in a 24-hour period for higher-tier accounts.
- Conversation Types: These limits apply only to business-initiated conversations using approved template messages (e.g., for marketing, utility, or authentication purposes). Conversations initiated by the customer are not restricted by this limit…
Supported Media Types in Gupshup WhatsApp Messaging
Gupshup supports a variety of media types for WhatsApp messaging, depending on who initiates the message:
| Message Direction | Supported Media Types |
|---|---|
| From Customer to Business (Agent) | Text, Images, Videos, Audio, Documents, Location, Contact Cards, Stickers |
| From Business (Agent) to Customer | Text, Images, Videos, Audio, Documents and Template Message |
Understanding Reply Limitations in Conversations
If you’re unable to reply or interact with a conversation in the chat editor, it may be due to one of the following reasons:
1. Session Ended
This occurs when the brand linked to the conversation has been deactivated, deleted, or the conversation’s brand does not match the currently selected brand tied to the account integration.
How to resolve:
- Ensure that the brand associated with this conversation is active.
- Change the brand linked to the Gupshup WhatsApp account to match the existing brand used in the conversation.
2. Integration Removed
The Gupshup WhatsApp channel integration has been deleted. This conversation is now read-only.
You can still:
- View chat history, links, and contact information.
You cannot:
- Send or receive new messages within this conversation.
3. Account Deactivated
The Gupshup WhatsApp account has either been deactivated or deleted.
To resolve:
- If deactivated, reactivate the account to restore the ability to send and receive messages to these conversations.
- If deleted, the conversation can no longer be used. Add a new account to start new conversations.
4. Session Expired (24-Hour Window)
If no customer message is received within the last 24 hours, the session expires.
To continue the conversation:
- Send a pre-approved message template to restart the session.
- Once the customer responds, a new 24-hour window is activated, during which you can send free-form messages.
