Gupshup is a conversational engagement platform that enables businesses to build, deploy, and manage AI-powered messaging experiences across multiple channels. From WhatsApp and SMS to Instagram, web chat, and voice, Gupshup offers a unified platform to power intelligent conversations with customers at scale.
Trusted by global enterprises, SMBs, and developers, Gupshup provides tools for bot building, message APIs, campaign management, and generative AI-powered conversations. Whether for marketing, customer support, commerce, or operations, Gupshup helps businesses meet customers where they are with personalized, automated, and real-time interactions.
With more than 45+ messaging channels, ready-to-use templates, no-code tools, and enterprise-grade APIs, Gupshup is redefining how businesses communicate in the digital age.
Features
Gupshup delivers a full-stack conversational messaging suite with robust and scalable capabilities.
Omnichannel Messaging
Engage users across 45+ messaging channels including WhatsApp, SMS, Instagram, Google Business Messages, RCS, Telegram, web chat, and voice.
Generative AI Assistants
Build smart AI agents using large language models (LLMs) for customer support, marketing, or commerce automation with Gupshup’s Auto Bot Builder.
No-Code Bot Builder
Create conversational workflows without writing code using a drag-and-drop visual builder that supports logic, templates, and integrations.
Messaging APIs
Developers can use RESTful APIs to send and receive messages, manage contacts, templates, and integrate with backend systems.
Pre-Built Bots
Access ready-to-deploy bots for industries like BFSI, retail, healthcare, logistics, and travel with built-in use cases.
Conversational AI
Leverage NLP, intent recognition, context handling, and fallback mechanisms to build intelligent, human-like conversations.
Campaign Management
Run personalized messaging campaigns with analytics, segmentation, scheduling, and multi-language support.
Conversational Commerce
Enable end-to-end shopping experiences within chat—product discovery, cart management, payments, and order tracking.
CPaaS (Communications Platform as a Service)
Access infrastructure for programmable voice, SMS, USSD, and email services via APIs and SDKs.
Compliance & Security
Gupshup complies with regional regulations and data privacy laws, and offers enterprise-grade data encryption and authentication.
How It Works
Gupshup enables businesses to build conversational journeys through two primary approaches—via no-code tools for business users and APIs for developers.
For business teams:
Use the Bot Studio to visually design chatbot flows, add AI/NLP elements, configure responses, and connect to channels.
Create WhatsApp message templates, run drip campaigns, and view analytics on performance—all without writing code.
For developers:
Use Gupshup’s REST APIs to integrate messaging into your applications.
Manage incoming/outgoing messages, automate interactions, and connect to CRM, ERP, or third-party services.
Once set up, Gupshup manages message routing, session handling, user context, and channel-specific formatting. The platform handles scale, localization, fallbacks, and analytics across all touchpoints.
Businesses can also use Gupshup’s Gen AI bot-building tool to create intelligent, contextual agents using prompts and pre-defined goals. These bots can be deployed on chat apps to handle FAQs, support tickets, onboarding, and transactions.
Use Cases
Gupshup serves a wide range of industries and functions, offering powerful conversational solutions.
Customer Support Automation
Deploy AI chatbots to handle common customer service queries, reduce support costs, and escalate complex issues to human agents.
Conversational Marketing
Send personalized promotional messages, re-engagement campaigns, and event reminders to increase conversions and brand engagement.
WhatsApp Commerce
Enable product catalogs, cart checkout, payments, and customer service—all within WhatsApp.
Lead Generation
Capture leads via chat-based forms, interactive quizzes, and AI agents on websites, ads, or social platforms.
Appointment Scheduling
Automate appointment booking, confirmations, and reminders through SMS, WhatsApp, or Google Business Messages.
Feedback and Surveys
Collect customer feedback using automated surveys and sentiment analysis across channels.
Logistics and Delivery
Send real-time order updates, delivery notifications, and customer service through chat interfaces.
Banking and Fintech
Offer secure transaction alerts, customer onboarding, KYC updates, and credit notifications using AI-powered bots.
Pricing
As of the latest update from the Gupshup website, Gupshup uses a usage-based pricing model with costs varying by channel, message volume, and additional features.
Key pricing highlights:
Free Plan
Limited API access
Access to Bot Studio
Support for test environments
Ideal for developers and testing use
Business Plans (Custom Pricing)
Based on number of messages sent/received
Channel-specific rates (e.g., WhatsApp, SMS, RCS)
Includes campaign tools, analytics, integrations
SLA support, dedicated account manager available for enterprise clients
WhatsApp Pricing
Gupshup acts as an official WhatsApp Business Solution Provider (BSP)
Follows WhatsApp’s conversation-based pricing model (user- or business-initiated)
To get exact pricing, businesses are encouraged to contact Gupshup sales or request a custom quote via the pricing page.
Strengths
Gupshup brings numerous benefits to businesses aiming to scale messaging and automation.
Extensive channel support (over 45 messaging platforms)
Powerful no-code and API tools for both business and technical users
Gen AI integration for smarter, adaptive conversations
Designed for marketing, commerce, and support use cases
Trusted by global enterprises and SMBs
Scalable infrastructure supporting billions of messages
Localization and compliance-ready
Comprehensive campaign management and analytics
Drawbacks
While Gupshup is feature-rich, some limitations may apply depending on user needs.
Pricing is not fully transparent for enterprise plans
Advanced setup may require developer support for integration
Interface can be complex for first-time users
Gen AI tools are relatively new and may evolve with user feedback
Some features are limited by the rules of external platforms (e.g., WhatsApp message template approvals)
Comparison with Other Tools
Gupshup competes with other conversational platforms like Twilio, MessageBird, 360dialog, and Yellow.ai.
Compared to Twilio, Gupshup provides more out-of-the-box tools for building bots, templates, and managing campaigns—making it friendlier for business teams. Twilio is more API-centric and developer-heavy.
MessageBird offers strong omnichannel capabilities but may require additional tools for AI bot development. Gupshup includes bot building and generative AI assistance natively.
360dialog focuses specifically on WhatsApp and offers limited multi-channel options, while Gupshup provides a more extensive, full-stack platform across channels.
Yellow.ai emphasizes enterprise-grade conversational AI and voice bots. Gupshup is broader in channel support and more flexible for both SMBs and large enterprises.
Customer Reviews and Testimonials
Gupshup is trusted by over 45,000 businesses across sectors including banking, retail, healthcare, education, and logistics. Customers appreciate its versatility, scalability, and ability to simplify cross-channel communication.
Notable users include:
HDFC Bank
Ola
Zomato
Flipkart
Koo
HUL (Hindustan Unilever)
Testimonials often cite reduced response times, improved customer satisfaction, and higher campaign ROI. Businesses have successfully automated 70%+ of support queries using Gupshup bots and improved lead conversions through personalized chat marketing.
More reviews and case studies can be found on the Gupshup Resources page.
Conclusion
Gupshup is a comprehensive conversational messaging platform that empowers businesses to deliver seamless, AI-powered experiences across channels. With its mix of no-code tools, powerful APIs, and support for generative AI bots, Gupshup is well-suited for companies looking to engage customers at scale.
Whether you’re building a WhatsApp shopping bot, launching SMS campaigns, or automating customer support, Gupshup offers the infrastructure, intelligence, and reach to make it happen. Its broad channel support and enterprise capabilities make it a leading choice for businesses navigating the future of conversational engagement.
