Gupshup <> Eshopbox Integration

Objective:

The objective of this integration is to send notifications to the customer on WhatsApp using the Gupshup app. The customer needs to be notified of all the orders and returns updates which includes the FDR automation.

Meeting recording: https://tldv.io/app/meetings/6450b123c600ed0013ba71e0/

API doc: Gupshup's Bot Building Platform

(we’ll be using template messaging)

We will be taking this up in 2 phases:

Phase 1: Enabling WhatsApp notifications for Failed delivery orders

• The user should be able to install the Gupshup App.

• The user should be able to enable and disable the notifications from the Customer Portal

• The notifications are sent to the user over WhatsApp.

Phase 2: Enabling WhatsApp notifications for order and return journey

• The user should be able to enable and disable the notifications from the Customer Portal

• The notifications are sent to the user over WhatsApp.

Currently:

As of now, notifications are sent only via Emails and SMS.

High-level work-flow of the user journey:

• Client login to the Eshopbox workspace.

• Navigate to Apps and install the Gupshup app.

  • The client can install their own Gupshup account.

  • The client can install the Eshopbox Gupshup account.

• Navigate to the Customer portal > Define your communication channel with customers

  • The client selects the App that will be used to send the WhatsApp notifications.

  • Save

• Navigate to the Customer portal > Manage your customer notifications

  • The client enables the WhatsApp notifications that need to be sent to the customer.

  • By default, the notifications will be disabled.

  • Save

• The order created in Eshopbox, packed, on the way, failed delivery, delivered, return created, restocked. (The order journey might include multiple other statuses)

  • WhatsApp notifications will be sent to the customer which are enabled on the customer portal.

• The client can also track whether the notification was sent to the customer or not via order activity.

  • Orders > Activity. Notifications orders activity

• The customer will be notified of failed delivery and is expected to take action from what's app only.

  • Eshopbox to capture the response the perform the FDR action (similar to the customer portal, only the input is from what's app)

  • For every action taken by customers on the failed delivery order, we capture the activity and show it on the orders page.

  • Along with this activity, we need to show the mode via which the action is taken.

Note: Currently Eshopbox is not charging any additional cost for the notifications sent via Emails and SMS. But with the what's app, we will be charging the client extra if notifications are sent using the Eshopbox account. To calculate this, we must store which notifications were sent via WhatsApp and using which account.

Business requirement:

Step 1: Install the Gupshup App in Eshopbox

The primary step will be to install the App in the Eshopbox workspace with Eshopbox login credentials. This app will be used if the client wants to use the Eshopbox Gupshup account to send WhatsApp notifications.

Details required to install the App:

Step 1: Connect your Gupshup account

• API KEY:

• Registered WhatsApp business phone number (with country code):

• Connect and verify the details. (Need to ask the Gupshup team for the API)

How does it work?

(Content from the client to perform the required actions)

Step 2: Go to the customer portal

Once the app is installed on the workspace, the user needs to enable the notifications from the customer portal.

• Navigate to the Customer portal > Define your communication channel with customers

  • The objective of this step is to identify the account that will be used to send the notifications to the customer.

  • The client selects the App that will be used to send the WhatsApp notifications. Below are the possible scenarios.

• Navigate to the Customer portal > Manage your customer notifications

  • The objective of this step is to take the template id of the notification from Gupshup (only if client Gupshup account is selected to send notifications) and take confirmation from the client on additional charges (only if the Eshopbox account is used to send the notifications.)

  • The client enables the WhatsApp notifications that need to be sent to the customer.

  • On enabling the client is asked for the template id. (only if the client Gupshup account is selected to send notifications)

    • The template id will be verified in real-time from Gupshup. The status of the template id should be approved else show an error to the client.

    • Preview my message will also be visible to the client if the template id is correctly provided. How to show the preview message? (Applicable for both Eshopbox and Client Gupshup account)

      • Eshopbox will define the variable keys and their sample value. (Suggested to be stored in the Eshopbox DB). Example: Channel order id (ORD123456), Brand (KapasKraft) etc.

      • Use the content of the template from Gupshup and sample values stored in Eshopbox, we will show the preview message.

  • Save

Note:

• By default, the notifications will be disabled even after the App is installed.

Exceptional cases:

There will be cases where the customer will not be sending the expected messages or taking expected actions as per the workflow. To handle this, we will be taking inputs from the client on the customer portal but this is dependent on the App selected by the client to send the notifications.

• Eshopbox App is selected to send the notifications: Whatsapp templates - Exceptional cases (NDR)

• Client App is selected to send the notifications:

  • Login to the workspace.

  • Customer portal > Manage the unexpected

  • A new tab > Send a notification to the customer when an incorrect reply is sent on whats app.

    • (Toggle button to enable or disable)

      • If the app is not installed, install the Gupshup app self-pitch.

PM backlog:

• Help the article to clearly define the variable name. Required by the client when configuring the template on Gupshup.

• List of variables