Deliver exceptional customer support with a shared, omnichannel inbox

Improve agent efficiency by bringing all digital conversations, context and support actions in single view. Identify actionable intelligence through real time & detailed analytics with Gupshup's Agent Assist.

AgentAssist
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Trusted by leading brands globally

Empower agents to build strong customer relationships

Empower agents to build strong customer relationships

  • Enable agents to address queries on 30+ messaging channels from a single interface
  • Leverage intelligent routing and workflows to auto-assign chats to agents with the right skills and bandwidth
  • Leverage canned responses and standard replies to respond faster and save agent effort for complex issues
top wave
Make every customer happy with a unified customer view

Make every customer happy with a unified customer view

  • Offer smooth CX by seamlessly transferring conversations from chatbots to live agents while retaining context
  • Assist better by fetching information from past interactions and 3rd party apps without switching
    tabs
  • Drive action by allowing agents to share product catalogs and adding buttons to notifications and messages
Bottom Wave
Measure, analyze and improve agent performance

Measure, analyze and improve agent performance

  • Track agent performance and conversation feeds
    in real-time, and intervene when required
  • Get insights into what high-performing agents do differently and improve team performance
  • Manage traffic efficiently by nudging agents about unattended queries and deflecting to alternative channels
  • Higher Customer Satisfaction

    6%

    Higher Customer Satisfaction

  • Live chats <br> handled daily

    1000+

    Live chats
    handled daily

  • Lower average resolution time

    32%

    Lower average resolution time

  • Lower average first response time

    94%

    Lower average first response time

Core features to improve agent experience

  • Structured templates

    Structured templates

    Leverage highly structured messaging(HSM) templates to send messages that drive action on WhatsApp

  • Multi-level view

    Multi-level view

    Setup separate views for agents, managers and admins. Assign roles, moderate permissions & manage teams efficiently

  • Pause chats & nudge idle customers

    Pause chats & nudge idle customers

    Put chats on hold to find resolutions. Nudge idle customers to resume conversations and leave no query unresolved

  • Tag conversations for reference

    Tag conversations for reference

    Tag important conversations that need attention or can be referred to later to address similar queries

  • Empower Managers

    Empower Managers

    Enable admin and managers to take control of conversations without hampering customer experience

  • Configurable APIs and integrations

    Configurable APIs and integrations

    Integrate with CRM and helpdesk such as Leadsquared, Zendesk, Freshdesk, Salesforce, Zoho etc.

Advanced capabilities to create a unified inbox

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Activate email and voice support to offer care across platforms from a single dashboard

Advanced Email & Voice activation

Don't just take our word for it

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VP, Operations, OYO Rooms

OneDirect / Gupshup helps us understand what people are talking about OYO as a brand, it helps us not to miss anything that the customers are expressing out there, we then take this information and process it to improve our product and service

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Chief Information Officer, Acer India

When we had the requirement to build a robust ORM platform with capabilities to understand customer sentiment, analysis and to enable seamless response by our support team, OneDirect / Gupshup was the most apt choice. I am happy to note that after 2 years we continue to enjoy the services offered by OneDirect team and the platform.

Frequently Asked Questions