Gupshup

Gupshup positions itself as a conversational AI platform for marketing, commerce and support. It reports 50,000+ customers in 130+ countries and 120 billion+ messages annually, and promotes a current Shopify-to-WhatsApp product for cart recovery, order updates, repeat purchase and support.

The company says it was born in India, has operated for 20+ years, supports 50,000+ businesses, has a 900-person global team and 12 offices. It names Beerud Sheth as Co-Founder and CEO and lists current product, finance, engineering, operations and partner-network leaders.

The terms identify Gupshup Technology India Private Limited as the contracting entity for India and Gupshup Inc. outside India. They cover developer accounts, APIs, sandbox use, plan-dependent fees and limits, bot logs and the self-serve recharge refund policy.

The policy applies across the Gupshup corporate family and describes Gupshup as a processor of customer information submitted by business partners through its APIs, software and other business products.

Gupshup describes confidentiality, integrity, availability and compliance controls plus application, platform and data-security programs. Certification logos are displayed, but the text does not enumerate certification names, scopes or dates.

Current multimodal AI Agents retain real-time conversational context, use business systems and tools, execute tasks and work within configured guardrails. Gupshup names lead generation, product discovery, collections and order-management agents and examples including order modification, ticket cancellation, booking and EMI payment.

The library markets task-specific agents across retail, CPG, fintech, real estate and travel. Retail agents cover lead capture, product recommendations/comparisons, catalogs, multilingual support, payment support, warranty upsell and post-sale outreach; some cards describe support or guidance rather than a completed system action.

ACE offers organization- and industry-tuned LLMs/SLMs, 100+ languages, multimodal text/image/voice operation, model routing, permissions, audit trails, country/region data residency and output guardrails.

Conversation Cloud combines AI Agents, Advertise, Personalize, Communicate, builder, campaign and human-agent components for marketing, commerce and support across messaging, voice, web and mobile-app channels.

Communicate is the current CPaaS layer for high-scale multichannel messaging. It markets smart send/wait/retry, fallback channels, multilingual messaging, private data paths, store-and-forward controls, governance and high throughput.

Advertise builds and manages click-to-chat campaigns from Facebook, Instagram, TikTok and Google Search into WhatsApp or Instagram conversations, with lead qualification, product discovery, remarketing, Meta Conversions API reporting and ROAS attribution outside chat.

Personalize unifies conversational signals and integrated application data into profiles, segments, intent and preferences, then supports trigger, push, drip and lifecycle campaigns for first-time, high-value and dormant customers.

Agent Assist provides a unified inbox, intelligent routing, assisted selling, support analytics, customer and campaign context, past purchases and AI summaries/suggested replies/expansion/rephrasing for agents and supervisors. Gupshup reports 400+ brands using it.

Conversation Builder is a no-code/low-code environment for prompts, goals, guardrails, multichannel journeys, system integrations, task execution, personalization and journey analytics. Retail copy covers recommendations, query resolution and cart recovery.

Campaign Manager launches and manages interactive multichannel campaigns for nurture, conversion, retention and support, using catalogs, carousels, utility templates, structured journeys, AI Agents and checkout-in-chat patterns.

AI Campaign Copilot supports targeting, creative generation, translations across 10+ vernacular languages, channel failover, propensity and send-time optimization. Its performance figures are product marketing claims, not normalized customer-case outcomes.

The current retail solution covers recommendations, tailored offers, order management, reviews, catalogs, real-time inventory and store information, order tracking, post-sale enquiries, integrated payment gateways, remarketing, shopper segmentation and AI-to-human transition. Tata CLiQ metrics are repeated on the page, with a displayed '10K' typo against body text saying 10 times ROI.

Current commerce workflows cover pre-purchase support, discovery, assisted selling, upsell/cross-sell, native catalogs, recommendations, cart recovery, payment in chat or through a gateway, customer profiles, commerce-platform integration, analytics and human handover.

The support solution offers 24/7 multilingual self-service on messaging and voice, previous-interaction context, rich-media troubleshooting, AI-to-human handover and agent assistance for repetitive and complex inquiries.

Gupshup's current WhatsApp surface includes Business API onboarding, templates, WhatsApp Pay, click-to-WhatsApp ads, context-aware AI Agents, automated flows, campaign analytics, sample journeys and human/AI flexibility. CARS24 production proof covers vehicle discovery and test-drive bookings.

RCS supports rich media, carousels, QR/P2A journeys, order tracking, post-purchase support, AI-led conversations, human handover, funnel analytics, automatic fallback to SMS or WhatsApp, Google Search click-to-chat, Maps, Calendar and Wallet actions. Gupshup and Dotgo report 1 billion+ RCS messages monthly.

The current SMS product supports transactional messages, authentication/OTPs, promotions, cross-promotions, alerts, link tracking and fallback delivery.

Voice AI supports PSTN, WhatsApp Business Calling and click-to-call, interruption handling, low-latency conversations and integration with STT, TTS, AI and business systems. Current use cases include transactions, returns/refunds, appointments, support, collections and fraud alerts; exact execution depends on connected systems.

Gupshup provides AI-assisted chat for websites and apps, visitor capture and cross-channel re-engagement, product recommendations, purchase assistance, after-sale support, prebuilt journeys and handover to human agents across channels including voice.

Instagram automation connects ads, posts and reels to Direct Messenger, supports product purchase and payment integration, order tracking, return requests, rich menus/media, AI Agents, templates, analytics and live-agent handover.

The current native Shopify app promises no-code setup in minutes, trigger-based WhatsApp automation from abandoned-cart, order and query events, Shopify-derived segmentation, catalogs, checkout, order updates, repeat-purchase nudges and AI support.

The integration surface advertises 500+ integrations across marketing, ecommerce/D2C, CRM, support, payments and custom connectors. Named current integrations include Salesforce Marketing Cloud, MoEngage, CleverTap, Oracle Responsys, WebEngage, Bloomreach and Braze.

Gupshup discloses a standard USD 0.001 fee per incoming or outgoing text message, Meta message charges at actuals, free qualifying media, USD 0.0001 per second for user- and business-initiated voice calls, and quote-based enterprise pricing.

The current India offer displays INR 5,000 per month, free for the first three months as a limited-time offer, plus INR 0.32 per incoming or outgoing Gupshup message and Meta template charges at actuals. It includes up to five bot journeys, five users, campaigns, shared inbox, customer profiles, analytics, APIs and webhooks.

Gupshup announced over USD 60 million of combined equity and debt from Globespan Capital Partners and EvolutionX Debt Capital to expand AI Agents and messaging across India, the Middle East, Latin America and Africa.

Beerud Sheth announced a USD 100 million funding round led by Tiger Global to accelerate R&D and global conversational-messaging expansion.

Gupshup announced an additional USD 240 million from Fidelity, Tiger Global, Think Investments, Malabar, Harbor Spring, Neuberger Berman-managed accounts, White Oak and Neeraj Arora. Part funded employee and investor liquidity and part funded growth.

Gupshup announced a beta WhatsApp conversational buyer app for ONDC that let consumers discover, browse and buy commerce and food items from ONDC sellers. The release said enterprise availability would follow, so current general availability is not established.

Gupshup acquired AskSid to add retail and ecommerce domain AI, product guidance and conversational shopping expertise. Transaction terms were not disclosed.

Gupshup acquired OneDirect to add a unified omnichannel Agent Assist inbox, configurable service workflows, CRM/helpdesk integration, social monitoring and feedback capabilities. Transaction terms were not disclosed.

Gupshup acquired Active.Ai to add conversational banking across voice, video and messaging, financial-services integrations and prebuilt BFSI use cases. Transaction terms were not disclosed.

Gupshup acquired Knowlarity to add cloud telephony, contact-center automation and voice capabilities. Transaction terms were not disclosed.

Gupshup acquired Dotgo to add RCS Business Messaging, carrier connectivity, simple APIs, RBM hub and operator ecosystem capabilities. Transaction terms were not disclosed.

The live official sitemap enumerated 47 distinct case-study URLs. The visible case hub showed 32 of them, so sitemap-only live entries were retained to avoid understating the official archive.

Official docs cover WhatsApp self-serve, bot platform and studio, analytics, goals, integrations, SMS, RCS, click-to-call, outbound and inbound calling and inbound call-center flows. No official MCP client or server documentation was found in the capped inventory.

The RCS API lets enterprise developers send rich RCS messages and build RBM conversational agents, including order confirmations, delivery tracking actions and customer-support links.

Gupshup operates an ISV partner program for embedding WhatsApp and conversational capabilities, with a per-message pricing model and partner onboarding. No direct Shiprocket listing is present in the retained official surfaces.

Named vendor case: 6thStreet reports 5–8x ROAS in the title, an 8x result panel, 5x abandoned-cart conversion, 8% recency improvement and WhatsApp reach to 97% of its customer base.

Named vendor case: AECC reports 60–70% WhatsApp opens versus 10% email, 65% lead coverage versus 15% email, about 500,000 students reached monthly and eight-country onboarding in 30–45 days. Customer quote calls the open-rate movement a 600% engagement increase.

Named vendor case: the Dulux Promise virtual advisor handled 100% of campaign claims and 85% of engagements without human involvement, increased engagement time to 4+ minutes and supported 15+ languages across 20+ countries. It registered and validated claims and issued replacement e-vouchers.

Named vendor case: Arha reports 3–4 million campaigns/messages monthly, 10% repeat subscriptions, 38% read rate, nearly 10,000 WhatsApp payers and a panel 5% payment-message conversion versus 4–5% in body copy.

Named vendor case: Axis Aha! reports 20 million+ queries, 97% accuracy, 40x user growth and 50x transaction-volume growth. The assistant handles account and card actions, fund transfers, bill pay, cheque-book orders and loan applications with bank authentication controls.

Named vendor case: Azadea reports 58% higher bot resolution, 35,000+ queries in four months, 12,000+ in December and 72–80% first-contact resolution for top brands after unifying 25+ brands on WhatsApp.

Named vendor case: Azadea reports about 40% higher CTR and 30% higher read rate than SMS and approximately 8–15x campaign ROI across a 25+ brand MENA portfolio.

Named vendor case: Britannia reports about 50,000 verified leads, three times target and 16 messages per conversation for a personalized WhatsApp launch experience.

Named vendor case: ZEISS reports 60% CTR, 25% journey completion, 70% lower acquisition cost and 96% lead retargeting. A customer quote instead says 60% higher CTR, creating an unresolved level-versus-lift contradiction.

Named vendor case: CARS24 reports 8% conversion, 80% bot handling and 60% reduction. The headline calls the 60% measure lower agent cost, while customer testimony describes fewer inquiries versus the prior chatbot.

Named vendor case: the 2023 election assistant reports 1.2 million citizen interactions, 65,000 polling officers with 95% responses within 15 minutes and guidance to 200,000 people for registration or ID correction.

Named vendor case: Danone reports 93% campaign engagement automation, 90% answer rate and 83% self-service during non-office hours for loyalty and early-life nutrition support, with human handoff for urgent guidance.

Named vendor case: Dot & Key reports 650+ daily calls, 80% AI resolution, 50% shorter call duration and 3.78% lower support cost. Voice AI integrates with CRM, logistics and payment systems for order, delivery, refund and return updates with escalation.

Named vendor case: Doubtnut reports about 224% daily-user growth in under one year, 260% learner-engagement growth and 1.8 million daily WhatsApp messages, primarily for learners in India's tier-2 and tier-3 cities.

Anonymous quantified case: a large India fashion ecommerce company reports 10% lower support cost, 45% self-service, 90% chat CSAT versus 50% before, 70,000–90,000 daily interactions and CRM-embedded agent chat.

Anonymous quantified case: an herbal wellness brand reports 700+ automated conversation hours monthly, 70% queries resolved within two months, 5 of every 100 conversations converting to orders within seven days and engagement time over four minutes. These figures appear copied into several unrelated named case panels.

Anonymous quantified case: a fintech reports an 85% increase in delivery of critical transaction messages after a reported 70% decline caused by SMS/DLT constraints.

Anonymous quantified case: a global restaurant aggregator reached 10,000+ potential delivery executives through WhatsApp and says 30% initiated onboarding payments; response and onboarding time improved but no exact value is supplied.

Anonymous quantified case: an urban India cooperative bank reports 42% lower dependence on support calls and 1.5x higher retention and engagement after WhatsApp notifications and missed-call opt-in.

Anonymous qualitative case: an Indian commerce-solutions company deployed a WhatsApp chatbot and multi-agent dashboard and reports lower turnaround time than phone/toll-free support, without quantifying the result.

Anonymous quantified case: an Indian information-systems company automated SFTP data entry for close to 40 lakh records daily and received message/status search visibility.

Anonymous quantified case: an RBI-registered NBFC reports reducing loan processing from two days to three minutes through a fully managed WhatsApp solution with two-way messaging, menus, opt controls and dashboards.

Anonymous quantified case: a luxury Austrian skinwear brand reports a 3% increase in quarterly online sales for one category, serving 15+ countries and 100+ languages with search, size finder, virtual advisors and voice assistants.

Named qualitative case: HDFC Securities' Arya assistant supports equity buy/sell, mutual-fund and IPO applications, stock quotes, portfolio analysis and recommendations across web, app and Facebook Messenger. The story gives no quantified outcome.

Named vendor case: Homecentre reports 20–30x WhatsApp ROAS, 55–60% read rate and 7–8x ROAS versus other paid channels; title copy says 20x+.

Named vendor case: body copy reports 54% open rate versus 10% email, 1.8x conversion, 60% feedback collection, about 2.5 million monthly conversations and 12% journey completion. The metric panel contains labels and values copied from AECC and a wrong election-case headline.

Named vendor case: Schneider reports 3x conversion, 1.5x add-to-cart and 50% lower ordering time, with handwritten quotation-to-cart digitization taking about 90 seconds.

Named qualitative case: IndusInd deployed conversational banking through Gupshup and Amazon Alexa and received a Finacle client innovation award. Its displayed 10x ROI, USD 500,000 sales and 57% CTR are copied from Tata CLiQ and are excluded as banking outcomes.

Named qualitative education case. Its displayed 700 hours, 70% questions and five-order-conversion metrics duplicate the anonymous wellness case and are incongruent with the story, so they are preserved only as page contamination.

Named vendor case: Kotak Keya reports 100 million logged interactions, 93% AI accuracy, 1 million+ monthly users/service requests, 3 million users answered, 7.2 million cumulative service requests, 95,000+ questions and 60% monthly repeat users. Title text separately says 3.5 million monthly queries.

Named vendor case: the Madhya Pradesh electricity utility reports 3.5 million messages monthly, 15,000–20,000 daily users and reach to about one-third of a five-million-connection base.

Named vendor case: an MTV conversational experience reports 37,500 unique users in six months, 26% repeat engagement and 99 messages per user.

Named vendor case: Nivea/Beiersdorf reports an 8.4-point brand-recall lift, 86% messaging completion and 34,000+ qualified prospects from a May–August 2024 skincare consultation. The footer incorrectly labels the industry as sports.

Named vendor case: the current ads story reports 4x CTR, 50% lower activation/listing cost and 30% incremental reach. A heading and supporting numbers separately repeat the older NoBroker support story's 20x ROI and three-day-to-six-minute listing workflow.

Named vendor case: NoBroker reports 20x annual ROI, 2.8x properties sold or let, listing time reduced from three days to six minutes and 88% opt-in. The challenge section contains an unrelated corporate-banking heading.

Named qualitative case: Ola's conversational deployment is described across 250+ cities, 1.5 million driver partners and 2 million daily users. The page's 700-hour, 70% and five-order panel duplicates the anonymous wellness case and is excluded as an Ola outcome.

Named qualitative case: OYO reports conversational engagement across 80 countries and full reach across five key markets. Its 700-hour, 70% and five-order panel duplicates the anonymous wellness case and is excluded as an OYO outcome.

Named vendor case: Rajasthan Royals reports 50% of merchandise orders attributed to WhatsApp in one season, 4x sales, 2x order-to-visit, 3x engagement versus SMS, 7x versus email and 60% first-party-data growth across a 5 million+ audience.

Named vendor case: Reserva reports 7x product-sales ROI, 4x engagement lift and 81.8% open rate from targeted WhatsApp marketing.

Named vendor case: Sharaf DG reports 4x ROAS, 34% lower cost per lead, 43% higher lead qualification, more than 95% message delivery and 70% read rate.

Named qualitative case: Standard Chartered's Straight2Bank web assistant runs in 43+ markets, 4+ languages and 200+ user stories with payment inquiries, technical support, MT103 downloads and live-chat handoff. Outcome improvements are unquantified.

Named vendor case: Swiggy reports 2.3x higher engagement, 7% WhatsApp CTR versus 2–3% email, 5x CTR over email and 1.5x reactivation versus other channels. Customer testimony separately says overall WhatsApp engagement is up 5x versus app push and email.

Anonymous quantified case: a Swiss luxury fashion brand reports 8.5% assistant-influenced order conversion versus 5% search and 0.57% website conversion, and one in three conversations creating a size profile.

Named vendor case: Tata CLiQ reports 10x ROI versus conventional channels, USD 500,000 in WhatsApp-attributed sales in one month, 57% CTR and 1.7x greater purchase likelihood for website visitors from WhatsApp.

Named vendor case: Tonik reports 75% autonomous resolution, 95% AI accuracy, 4.3x care productivity, nine of ten queries in in-app chat, interaction volume 2.5x, and an expected USD 20 million cost saving over three years. The savings is a projection, not achieved revenue.

Named vendor case: Treebo reports 66% lower human-agent dependency, 60% lower call volume and 93% monthly staff engagement/training across a 4,000+ staff context.

Named vendor case: Wow! Momo reports 40% of business from repeat orders, 55% of orders through direct channels including WhatsApp and outlets, 2.9 million opt-ins and deployment across 600+ outlets in 30+ cities.