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Omni-channel Messaging Platform
Overview

2. © Copyright Gupshup 2016
WE ARE LIVING IN A
MULTI-DEVICE, MULTI-SCREEN WORLD

3. Big 4 social networks
• Twitter
• Facebook
• LinkedIn
• Instagram
Big 4 messaging apps
• WhatsApp
• FB Messenger
• WeChat
• Viber
Everyone uses messaging!
3© Copyright Gupshup 2016

4. © Copyright Gupshup 2016
Customers expect a Seamless Omni-channel Messaging experience to reach them
Anywhere In Real-time with Personalized Content and Preference
Customers exhibit omni-channel messaging behaviour
329
794
Q4 2016 Mobile
Users in India (MN)
9
14
20
29
39
68
92
93
133
147
184
1123
Kakao
Kik
Tango
Snapchat
LINE
Viber
Hike
WeChat
Skype
FB Messenger
WhatsApp
SMS
Mobile Messaging users (MN)1123
Non-data
users
Data
Users
Source: TRAI, IAMAI, GlobalWeb Index
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5. © Copyright Gupshup 2016
Gupshup is the leading Omni-channel
messaging platform that handles over
4.5 billion messages per month,
offering APIs for developers to build
Interactive, Programmable, Omni-
channel messaging services and SDKs
to enable in-app messaging
Gupshup Omni-channel Messaging
platform has processed over
165 billion messages and enables
enterprises to send mobile
messages to users across all
channels such as SMS, In-App,
WeChat, Twitter, Slack, FB…
Gupshup is is the
leading messaging
platform in India
trusted by over
36,300 businesses
and one of the largest
in the world
GupShup’s Omni-channel Messaging APIs have enabled it to grow at a CAGR of over 75% for the last 5 years and
capture over 37% market share of the A2P messaging market in India by providing easy to use messaging APIs that
several leading Enterprises such as Facebook, Twitter, WhatsApp, LinkedIn, FlipKart, OLA, ICICI, HDFC, DishTV and HUL
are using for mobile consumer engagement
Gupshup is the leading Omni-channel Messaging Platform
4.5
billion
messages
per month
165
billion
messages
and counting…
Community of
36,300
businesses
and growing…
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6. © Copyright Gupshup 2016
Gupshup enables businesses to enable seamless customer
experiences using Omni-channel messaging APIs
Omni-channel Messaging Platform
API
ECOMMERCE FINANCE TRAVEL AUTOMOBILERETAIL
MEDIA &
ENTERTAINMENT HEALTHCAREBusinesses
Omni-channel APIs
Platform
21+ Channels
Customers
Simple, flexible
integration for truly
Unified Messaging
Instantly turn on presence
in 21+ channels across
mobile, web, digital
Acquire, engage and
retain through customer-
centric interactions
1
SMS Voice Email Web In-app FB Twitter Skype Viber Line Telegram WhatsApp*
* coming soon
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7. © Copyright Gupshup 2016
Our Omni-Channel Messaging Products
Global SMS APIs Voice APIs IP Messaging APIs
Transactional Messaging
2-Way Messaging
Two-Factor Authentication
Link Tracking
Cross-Promotion Campaigns
Missed Call
IVR
Outbound Dialing (OBD)
Two-Factor Authentication
Missed Call Verification
Click To Call
Text (18 data channels)
Web (websites, mobile web)
In-app / Push Notifications
USSD
USSD and Email APIs
Number Masking
Voice
Bots
Long Code, Short Code
Toll Free Numbers
Open, Multi-channel Middleware
Promotional Messaging
Transactional, Promotional Email
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8. Transactional Messaging
These are instant alerts sent to communicate timely information,
reminders and updates to users
Features:
• Wide API coverage to send Transactional
messages via HTTP, HTTPS, SMPP, XML
• Supports Long messages, Unicode for
special character and regional languages
• Inbuilt Message prioritization, Retry Logic,
DVT, Message Threading and Message
Searcher
• Detailed Reports and Analytics
• Secure, Reliable and Scalable platform
that handles billions of transactions every
month
8© Copyright Gupshup 2016
Transactional Messaging | 2-Way Messaging | Long Code, Short Code
Global SMS APIs for Omni-channel messaging
2-Way Messaging, Long Code, Short Code
These are messages sent to users to get instant feedback and
enable user communities to interact and engage with each other
using any mobile phone
Features:
• Supports incoming and outgoing
messages using easy-to-use
interface
• Set up automated Two-way
messaging workflows
• Use dedicated Long-codes or
Short-codes for high brand recall
• Unlimited keywords, each with a
personalized response message
• Enterprise can send an SMS and
receive responses over email, web,
in-app, FB Messenger, WeChat

9. Link Tracking
Embed a short Smart Link and track clicks
on the link to gain insights about users and
measure brand engagement
Features:
• Track individual user
clicks via unique links,
not just how many
users have clicked
• Profile customer base
with insights on device
model, device type,
latitude, longitude, click
timestamp, IP, browser.
• Supports custom
branded domains
9© Copyright Gupshup 2016
Promotional Messaging | Cross-Promotion Campaigns | Link Tracking
Global SMS APIs for Omni-channel messaging
Cross-Promotion Campaigns
Influence customer behaviour through up-
sell or cross-sell of new products at the
moment of the transaction when customer
is in a receptive mood.
Features:
• Trigger promotion SMS
just after or along with
transactional SMS
• Multiple promotional
offers based on
message templates
• Business rule engine to
filter campaign based
on user’s location, etc.
• Personalize promotion
messages
Promotional Messaging
These are messages sent to create
awareness of a product or service to a
specific target audience
Features:
• Send messages to 81
Million interest based
opt-in profiles and 750
million location based
profiles
• DND scrubbing,
Maker-checker panels
with detailed analytics
• Compliance with
country-specific
telecom regulations

10. Apps
CRM
10© Copyright Gupshup 2016
Open Multi-channel Middleware | Two-Factor Authentication
Global SMS APIs for Omni-channel messaging
Two-Factor Authentication
Add a second layer of run-time authentication for new user
verification and website / app transactions using One Time
Password (OTP)
Features:
• Dynamic generation of a
One-Time Password (OTP)
to authenticate user
• Send OTP via different
channels such as SMS,
Voice and Email
• Set an expiry time limit for
OTP authentication to
prevent fraud
• Programmable Retry and
Fallback options to re-send
OTP via a different channel
Open Multi-channel Middleware
Flexible, open-architecture middleware that enables enterprises
to connect to multiple channels and centrally manage messaging
needs
Features:
• Easy integration with Enterprise
applications and data sources
• Multi-vendor and multi-channel
support for global messaging
• Intelligent rule engine for
message routing based on
channel cost, performance, ROI
• Powerful real-time analytics on
traffic, cost, channel analyses
• On-premise hosting to meet
enterprise security needs
API
Services
Databases
Files

11. Voice APIs allow adding additional PRI capacity by interfacing with
disparate voice messaging systems. This is useful in handling
peaky traffic and volumes.
We allow easy configuration of OBD / IVR with:
• Call handling capacity of more than 5 million OBD / IVR
calls per day and can scale up quickly at short notice
• Superior voice quality with text-to-speech capabilities
• Plug-and-play Voice APIs with real-time detailed reports
• Expert creative and campaign management services to
execute OBD, IVR and Missed Call campaigns
• Provide important information to the customer via IVR and
OBDs in real-time helping break language barriers
• Promote various products and deals even in Rural areas
via voice options like OBD and IVR
• Intelligent IVR using automated Voice Bot
• Create custom Missed Call, IVR, OBD, Click to Call options
on Web…and various other Omni-channel workflows
Missed Call | IVR | OBD
Missed Call
IVR
OBD
11© Copyright Gupshup 2016
Voice APIs for Omni-channel messaging

12. Voice Authentication APIs allow easy configuration of secure two-
factor authentication mechanisms within your website or app.
We offer multiple channels to carry out voice-based authentication:
• Time-based One-Time Password is spoken out to the
customer using OBD calls in real-time and in their regional
language to reduce transaction drop-offs
• Missed Call verification dynamically assigns a missed call
number to the user’s mobile number, to ensure maximum
security and minimize fraud risks
• OBD and Missed Call can also be used as failover
channels to implement verification, in case OTP SMS is not
delivered.
• Create custom Missed Call, IVR, OBD, SMS authentication
options on Web and in-app…and various other Omni-
channel workflows
Two-Factor Authentication | Missed Call Verification
12© Copyright Gupshup 2016
Voice APIs for Omni-channel messaging
Your
OTP is
492174.
Thank
you!
Voice-based Two-Factor Authentication
Missed Call Verification

13. Voice APIs specially designed for customer service, sales and
support faciliatate real-time conversations between businesses and
customers to offer a personalized, high-touch customer experience.
Our easy-to-integrate VoiceConnect APIs enable:
• Call patching triggered via clicks on website/app, Missed Call,
Pull SMS to get genuine leads and them convert quickly
• Number Masking in online marketplaces to keep buyer and
seller identities confidential and guarantee controlled
interactions
• Use of easy-to-remember Toll-free numbers for your call centre
or sales agents
• Configure a pool of agents to answer calls so customer
responsiveness is always high
• Secure and Scalable solutions to support large call volumes
• Call distribution based on location and in-built retry logic to call
back in case agent or customer is busy
• Detailed Call reports to track call duration and conversions
Click to Call | Number Masking | Toll Free Numbers
13© Copyright Gupshup 2016
Voice APIs for Omni-channel messaging
Dear Customer, thank you for
your interest in Home Loans.
Your advisor will contact you
very shortly on your mobile
number 98xxxxxxxx
Loan Offers on
Website
Thank you Message
Picked by agent
and customer
Click to call
Customer Agent

14. Our Omni-channel IP Messaging APIs enable businesses to easily
push messages to all data channels such as web, app,
messengers, etc. for maximum reach and engagement
We support simple configuration of IP Messaging APIs to enable:
• Interaction with customers through quizzes, polls using
Data channels across screens (mobile and web)
• Deliver important transactional messages via all channels
(Data, SMS, Voice, Email) or as per customer’s preference
• Create server-less webviews or forms on the fly and
embed as Smart Links in IP messages to collect customer
feedback etc
• Build a unified view of the customer by tracking user
behaviour across all channels, screens and devices
• Enterprise can send an SMS and direct further customer
interactions to messengers like Facebook Messenger,
Twitter, WeChat…or In-app and Web
Text | Web | In-app
14© Copyright Gupshup 2016
IP Messaging APIs for Omni-channel messaging
Android / iOS Push
Web Push
Messenger App Push

15. Voice
15© Copyright Gupshup 2016
IP Messaging APIs for Omni-channel messaging
Amazon Alexa
Voice assistant in the home or office to
recommend products to buy, get latest
news, play music, turn appliances on/off,
etc.
‘Actions’ on Google Home
Users can shop, pay bills, book flight
tickets, get appointment reminders, etc.
through voice-activated interactions on
Google Home.
Intelligent Voice Assistant
Customers can call into a landline or virtual
mobile number and speak to an intelligent
virtual assistant who can understand natural
speech and provide 24 x 7 support.
Hi, how can I help?
Ok Google, order
the usual from
Dominos
Done. One medium
pepperoni pizza with
a diet coke, coming
up in 30 minutes
Hey Alexa, can you
suggest what I
should get my mom
for Mother’s Day?
Sure, I think jewellery
always hits the spot.
How about a platinum
pendant?
I’ve sent a couple of
options to your phone.
Hello and welcome.
What can I help you
with today?
I want to know my
account balance
Sure, your account
51823490 is one lakh
and twenty seven
thousand rupees

16. Bots – Intelligent Automated Messaging
A Bot is a Conversational Messaging Interface that is Intelligent and Automated
• Conversational Messaging Interface (Cross-platform with InterBot communication)
o Compose, Collaborate and Communicate using conversational interfaces with Chat and Voice Bots
over 21+ messaging channels and simplify user interfaces using bot-to-bot communication
• Intelligent (NLP + AI)
o Extract Entities and Intents from user queries using Semantic Search and Deep Learning algorithms
• Automated (Self-updating and Self-aggregating)
o Get Automated relevant responses from Bots that Self-update and Self-aggregate relevant information
© Copyright Gupshup 2016
IDE Bot Builder for
Developers
Template Bot Builder for
Businesses
Flow Bot Builder for
Marketers
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17. Instant Reply: USSD enables instant replies as it is session based
Survey/Feedback: Allows interaction with customers via surveys,
feedback menus or call-to-action sessions that can be initiated using a
an advertised Missed call number
Informational: Provides important information to the customer in with a
menu option including special offers
Transactional: Enables transactional interactions such as mobile
banking using a dedicated call-in number
USSD SMS
Session-based Store and Forward
Displays directly on phone screen Access SMS through Phone Menu
Shorter response time Longer response time
Not stored on the handset, present in
the virtual mobile home environment
Present in the handset, can be stored
and forwarded
Menu driven interface facilitates
interactivity
Interactivity requires user to send a
separate response SMS
17© Copyright Gupshup 2016
USSD for Omni-channel messaging
USSD

18. 18© Copyright Gupshup 2016
Transactional Email | Promotional Email
Email APIs for Omni-channel messaging
Transactional Email
These are transactional or informational updates to customers
like account statements, bill reminders, etc. as well as customer
engagement emails to inform about latest offers, surveys, etc.
Features:
• Industry best open rates of >12%;
click-to-open rates of >8%
• High volume support of 60 Million
emails / day with 500 TPS
• Flexible WYSIWYG HTML editor
to design stunning emails
• Optimized Deliverability through
ISP monitoring, DKIM, FBL
• Send 5 customized attachments
(xls, pdf, word, …) each of 5MB
• Real-time campaign-wise and
recipient-wise analytics with IP,
location tracker, spam, bounces
Promotional Email
These are primarily lead generation emails using affiliate email
marketing.
Features:
• Target 67 Million city-wise profiles
and 54 million demographic and
interest-based profiles
• Personalize email content and
add rich-media or live content for
higher open rates and CTR
• Expert consulting services for
email creative design and inbox
deliverability optimization
• Support multiple models such as
CPM, CPC, CPV, CPA to best suit
business’ needs

19. © Copyright Gupshup 2016
GupShup’s Omni-channel Messaging Platform helps businesses deliver personalized customer experiences
at scale, by crafting and automating optimal customer journeys throughout the customer lifecycle.
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360º Customer View
Omni-channel Marketing Automation
Data-driven Personalization
Deeply understand your customers – their intent,
preferences and context by unifying customer
data from all sources, both internal and external.
Engage seamlessly across multiple channels by
automating marketing workflows that trigger real-
time responses to customer needs.
Use customer insights from data to send the
right content, at the right time and through the
right channel.
Gupshup’s Omni-channel Messaging Platform
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20. © Copyright Gupshup 2016
Use Cases for Omni-channel Messaging: Customer Acquisition
Generate genuine leads by targeting 81
Million interest based opt-in profiles and
750 Million location based profiles
Convert hot leads from digital marketing
ads quickly by engaging them in
conversations with a Twitter bot
Acquire new customers through a
“Share a Deal” referral campaign on
your Facebook Messenger Bot
Lead Generation
via SMS
Consultative sales
via Twitter
Referral Campaign via
Facebook Messenger
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Every user who
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21. AM-ECOMMX
Capture customer feedback through a
Smart Message form, after she receives the
order placed on an e-commerce website
Gauge customer opinion through a
poll on outbound IVR, on latest
government policy changes
Help customers know their account
information by chatting with your
Facebook Messenger bot
21© Copyright Gupshup 2016
Use Cases for Omni-channel Messaging: Customer Engagement
Order
AX12788
delivered.
Thank you for
shopping with
us. Click to
give your
feedback
gs.im/?a6562b
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Please voice your
opinion. Do you think
demonetization was a
good move for India?
Press 1 for Yes
Press 2 for No
Press 3 for Undecided
Customer Feedback
via SMS
Poll via Voice Consumer Interactions via
Facebook Messenger

22. Omni-channel
Notifications
Reactivation
campaign
Customer Support
on Website
Notify customers about the status of their
transactions on 21+ channels of their choice
through a single API
Revive inactive customers by sending personalized
promotional offers successively on multiple
channels to gauge customer interest
Automate responses to customers’
frequently asked questions through Web
chat widget
22© Copyright Gupshup 2016
Use Cases for Omni-channel Messaging: Customer Retention
Customer
SMS
notification
Facebook
Messenger
notification
Skype
notification
Transaction
successful
Build Segment:
Customer’s last
purchase > 3 weeks ago
1 App Push
Notification
Wait
1 day
Wait
2 days
Wait
2 days
FB Messenger
Push notification
Promo
Email
Promo
SMS

23. © Copyright Gupshup 2016
Online Media,
eCommerce
Retail and
Consumer
Entertainment
and Media
Education,
Government,
Real estate
Hospitality
and Travel
Banking,
Financial
Services
Omni-Channel
Engagement, Direct
connectivity,
Guaranteed Delivery,
Dedicated TPS for
campaigns, Omni-
Channel Promotions, DB
Omni-Channel Alerts,
Guaranteed Latency,
Uptime , Security
Custom, Interactive
Omni-channel
workflows, Reporting
Global direct connectivity,
High-Availability, Scale,
Custom Analytics, Support
Our Experience Spans Various Customer Segments
Multi-Channels,
Advanced Campaign
Mgt and Analytics
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24. Gupshup is led by an experienced team with strong backing
is a company founded by seasoned valley entrepreneurs, led by experienced
executives with global expertise and staffed by the best engineers available in India.
© Copyright GupShup 2016
CEO
Beerud Sheth
Founder of Elance,
Merrill Lynch, MIT Media Lab,
IIT Bombay (Silver Medal)
COO
Ravi Sundararajan
General Manager-Akamai,
VP-Palm, McKinsey,
Harvard MBA
VP Engineering
Kunal Patke
Engineering Management
Positions with CMC and HCL
America Inc
VP Finance
Amit Shrivastava
Citigroup, Tata AIG
Backed by credible venture-capital funds
including:
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Leading Omni-Channel Messaging Platform