How to Configure Call to Action Messages Via Gupshup in BoldDesk

The Send Call to Action Message feature in BoldDesk workflows allows you to send interactive messages with actionable buttons to customers during conversations. These messages are ideal for driving engagement by prompting users to perform specific actions such as visiting a webpage, signing up for a service, or accessing additional resources—all directly from the chat interface.

This guide explains how to configure and send Call to Action messages in BoldDesk using the Workflow Designer.

Step to Configure Call to Action Messages Via Gupshup

1. Go to Admin → Automation → Workflows.

2. Choose a Workflow Trigger.
   

   

3. Click Add Workflow in the top-right corner.
   

   

4. In the Create New Workflow dialog:

   • Enter a descriptive workflow name.
   • Choose the workflow’s brand.
   • Select Source as WhatsApp (Gupshup).
   • Optionally pick the account associated with the channel.
   • Optionally, add conditions to apply the rule to specific chats.
   • Click Next to proceed.
     
     

5. Inside the Workflow Designer add a block by clicking the plus icon.

6. Select Actions → Send Call to Action Message.
   

   

7. Configure the following fields:

   • Body Configuration: Enter the main message text.
   • Footer Configuration: Add optional footer text.
   • URL: Provide the link users will visit when they click the button.
   • Button Text: Add a clear call-to-action label (e.g., Visit Now).
   • Click Add to save the configuration.
     
     

8. The interactive message block will appear in the workflow.
   

   

9. You can add more workflow blocks along with Gupshup WhatsApp call to action messages.

10. At the end of the workflow, choose an exit option and click Publish & Activate to enable it.

Frequently Asked Questions (FAQ)

1. What is a Call to Action (CTA) message in BoldDesk?
A Call to Action message is an interactive message sent during a chat conversation that includes actionable buttons. These buttons prompt customers to perform specific actions such as visiting a webpage, signing up for a service, or accessing additional resources—all directly from the chat interface.

2. Why should I use Call to Action messages?
CTA messages help drive engagement by making it easy for customers to take immediate action without leaving the chat. They are ideal for promoting offers, guiding users to resources, or encouraging sign-ups.

3. Which channels support Call to Action messages in BoldDesk?
Currently, Call to Action messages can be configured for WhatsApp (Meta Cloud API) and WhatsApp (Gupshup) channels using the Workflow Designer.

4. What permissions are required to configure Call to Action messages?
Agents must have the Manage chat workflows permission to create or edit workflows that include Call to Action messages.

5. How do I create a workflow with a Call to Action message?
To create a workflow:

1. Navigate to Admin → Automation → Workflows.
2. Select a Workflow Trigger and click Add Workflow.
3. In the Create New Workflow dialog, choose WhatsApp (Gupshup) as the source.
4. Add conditions if needed, then proceed to the Workflow Designer.
5. Add a block and select Actions → Send Call to Action Message.
6. Configure the message body, footer, button text, and URL.
7. Publish and activate the workflow.

6. What fields are required when configuring a Call to Action message?

• Body Configuration: The main message text.
• Footer Configuration: Optional footer text.
• URL: The link customers will visit when they click the button.
• Button Text: A clear label for the action (e.g., Visit Now).

7. Can I add multiple Call to Action messages in a single workflow?
Yes. You can add multiple blocks with Call to Action messages and combine them with other workflow actions.

8. How do customers interact with Call to Action messages?
Customers receive the interactive message in their chat interface and can click the button to perform the intended action, such as opening a webpage or signing up for a service.

9. Can I customize the button text and URL?
Yes. You can fully customize the button label and the URL to match your campaign or resource.

10. What happens after I publish the workflow?
Once published and activated, the workflow will automatically send the configured Call to Action message whenever the defined trigger conditions are met.