Unified inbox
WhatsApp threads beside email, web chat, and voice. Assign, escalate, or let AI handle.
Two-way WhatsApp your team and AI can run together
Connect through Gupshup: a new Cloud API number or coexistence on an existing WhatsApp Business App line. Sync approved templates (including single-item PRODUCT and multi-item CATALOG), send interactive lists in the session window, and publish WhatsApp Flows from Library forms. Inbox, campaigns, and wallet previews sit on the same Project.
- Coexistence
- Catalog templates
- Lists & Flows
Message types operators actually use
Setup → Channels → WhatsApp (Gupshup). Templates sync for approval. Session messages can include interactive lists. Flows start from Library forms. Catalog inventory for agents is separate from PRODUCT/CATALOG template sends.
| Capability | When | What CoPulse does | Honesty note |
|---|---|---|---|
| Coexistence | Onboarding | Keep the WhatsApp Business App on the same number while CoPulse runs Cloud API | Past chats stay in WhatsApp; history is not imported into CoPulse |
| PRODUCT template | Approved template send | Single-item catalog message | Needs an approved template and catalog linkage |
| CATALOG template | Approved template send | Multi-item catalog message | AI draft does not invent product media for you |
| Interactive list | Inside the 24-hour session | List payload; agents can promote extra quick replies into a list | Not a substitute for an approved template outside the window |
| WhatsApp Flows | Library forms | Publish a Flow for structured capture (docs, slots, KYC-style fields) | Must be published and allowed on the WABA |
Gupshup onboarding, including coexistence
Choose a new Cloud API number or an existing WhatsApp Business App number. Coexistence keeps the phone app in use with CoPulse. Checklist items (app version, no payments on the app, country) are collected in the wizard. You can also Link WhatsApp on a Plivo number purchased under Phone.
WABA & number
Partner onboarding, sender number, inbound webhooks. Not a self-serve “paste Meta Cloud token” story.
Template sync
Submit and sync templates (text, media, PRODUCT, CATALOG, location, and other Gupshup types) for use in campaigns and agents.
Session vs template
Free-form and lists inside 24 hours; approved templates when you reach out after the window.
Catalog, lists, and Flows in practice
Inventory catalogs train agents. PRODUCT/CATALOG templates are the WhatsApp message types buyers tap. Interactive lists are session UI. Flows collect structured answers without a long chat.
AI auto-reply
Agents respond when no human is available, with handoff when needed.
Broadcast campaigns
Template broadcasts with audience targeting and wallet cost previews.
Drip sequences
Multi-step nurture with waits. Not adaptive “stop when booked” unless you build that on pipeline.
CRM & pipeline
Every WhatsApp contact tied to deals, stages, and activity in Customers.
Wallet pricing
Per-message debits by country and category. Preview before you send. Pricing.
WhatsApp plays that drive revenue
Programs teams launch in the first week.
Inbound qualification
Buyer messages a listing. AI captures budget and timeline. List message offers BHK options in-session.
Catalog send after interest
Approved PRODUCT (one unit) or CATALOG (several units) template once they ask to see inventory.
Flow for documents
NRI or loan desks publish a Flow from Library forms instead of chasing PDFs in free text.
Frequently asked questions
Gupshup, coexistence, and message types.
Do we onboard via Meta Cloud directly?
Live WhatsApp on CoPulse is Gupshup partner onboarding. Do not plan a raw Meta Cloud token paste as the product path.
What is coexistence?
You keep using the WhatsApp Business App on the same number while CoPulse sends and receives on Cloud API. Past chats remain in WhatsApp; CoPulse shows sync status and does not import that history into the inbox.
Single vs multi catalog messages?
PRODUCT templates are one item. CATALOG templates are multiple items. Agent product catalogs in Setup are knowledge for answers — they are not automatically a Commerce storefront.
Interactive lists vs Flows?
Lists are in-session choice UI. Flows are published forms (Library) for longer structured capture. Templates are still required outside the 24-hour window.
Can I put WhatsApp on a Plivo number?
Yes. Phone setup can Link WhatsApp on a purchased number. That is a hop on the Phone channel, then WhatsApp onboarding.
Works with the CoPulse platform
WhatsApp is one channel in a unified customer engagement stack.
Inbox
Reply, assign, and escalate WhatsApp threads with your team.
Explore inbox →Campaigns & drips
Template broadcasts and nurture sequences on WhatsApp.
Explore campaigns →AI agents
Qualification, FAQ, and scheduling bots on your WhatsApp line.
Explore AI agents →24-hour window guide
When templates vs session messages apply.
Read guide →Put WhatsApp at the center of your customer engagement
Connect via Gupshup, sync templates, and ship your first AI agent in the same Project.
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