What kind of tools does Gupshup offer? What is the difference?

Gupshup provides two kinds of tools for WhatsApp business API messaging - Customer Support and Access API; here are the differences -

1. Customer Support:

The Customer support tool is a user interface used by businesses to answer customer support queries seamlessly over WhatsApp with the help of multiple support agents.

Capabilities provided by Gupshup customer support tool dashboard -

• Enable support team to respond instantly to customer queries
• Receive and Share rich media like documents, images, audio, and video with customers
• You can create pre-trained responses to frequently asked customer queries to help in quicker resolution
• Keep customers engaged with automated responses for Away or BRB modes
• Set a display name, a display picture, and greeting messages customized as per your business needs
• Easily switch from automated responses to live chat conversation
• Support for web as well as mobile

2. Access API:

You can use an Access API app to send transactional notifications and receive messages from customers by integrating it with your service or application.

Capabilities provided by Gupshup Access API-

• Flexible REST API that you can integrate with your CRM or Customer Support platform or existing chatbot application
• Send messages to customers using REST API
• It supports rich media like documents, images, audio, and video in response to user queries, as a notification or a session message.
• Upload business-managed opt-ins
• Support to send your custom template notifications to customers who have opted in.
• Receive messages and events sent by customers and WhatsApp via a webhook/callback URL.
• Receive rich media like documents, images, audio, and video from customers.
• Freedom to design your application as per your business requirement