TABLE OF CONTENTS


Businesses can now engage with their customers via SMS with the Gupshup integration available on the product. This integration (built on the Freshworks Neo platform) is recommended for businesses running SMS campaigns or providing customer support in India.


Note
1. Gupshup SMS integration is only available for India
2. Only one-way messages from business to user can be sent
3. You can send only text-based SMS templates that are previously registered on the DLT platform
4. Gupshup prepaid pricing for SMS usage is applicable, along with the contacts limit based on your Freshmarketer/Freshsales Suite plan

Prerequisites for setting up your Gupshup account


As a prerequisite, you need to have the following things in place. 


DLT Registration(PEID number)

What is DLT Registration, and why do you need it?

Distributed Ledger Technology (DLT) is a block-chain based registration system. TRAI(Telecom Regulatory Authority of India) has mandated all bulk SMS providers, telemarketers, and promotional/transactional SMS senders to be registered on the DLT platform.


Businesses, from hereon, will need to register their Header/Sender ID, content, and consent templates on any of the telecommunication providers’ DLT platforms.


Registering your business on the DLT platform

Gupshup is already registered as a Telemarketer on the operator's DLT platform. To comply with the new regulation, we need you to proactively engage in this and register as Principle Entity (Enterprise) through the following link. Please note that anyone who fails to register will become non-compliant.


Please note that while registering, select Gupshup Telemarketer ID, which is available on DLT as below:

  • Airtel - GS Digital Technology Private Limited - 1002407114627154 — Download the registration guide here.
  • Vodafone - Lotus Transforms Private Limited - 1702157390412895696 Download the registration guide here.
  • Videocon - Lotus Transforms Private Limited - 1702157390412895696 — Download the registration guide here.
  • Reliance Jio - Gupshup Technology India Pvt. Ltd. - 120210000037 
  • TATA - Gupshup Technology India Pvt. Ltd. - 120210000037 
  • BSNL - Gupshup Technology India Pvt. Ltd. - 120210000037 


If you have registered with any other Telemarketer on the operator platform already, then you need to select Gupshup Telemarketer ID as well, from the list below 

  • Airtel -  GS Digital Technology Private Limited - 1002407114627154 
  • Vodafone - Lotus Transforms Private Limited - 1702157390412895696 
  • Videocon - Lotus Transforms Private Limited - 1702157390412895696
  • Reliance Jio - Gupshup Technology India Pvt. Ltd. – 120210000037


Registering Header/Sender IDs on DLT platforms

Sender ID, also known as Mask /Header, is a core step in the DLT registration process on the different operator platforms. This sender ID will display to the end user as the sender of the SMS sent by your business.


Please note that to register your Header/Sender IDs, the Principal Entity Registration(specified above) is mandatory. You will need to have done the initial entity registration across operators to do the Sender ID registration. 


You can choose from two types of headers available on the DLT platforms, depending on the type of SMS that you want to send:

  • Promotional SMS(Offers, discounts, etc.)
    Provide a six-digit numeric header(sender ID) under the ‘Find your Header’ text box > Select your category/industry type from the drop-down > Justify the chosen headers in the description box and/or attach a supporting document
  • Others (for SMS such as OTPs, alerts, etc.)
    Provide a six-digit alphabet character(sender ID) in the text box > Justify the chosen headers in the description box and/or by attaching a supporting document.

For header type ‘Others’:

  • Headers (Sender names) are case-sensitive, i.e., ABCDEF and abcdef are two different sender names and must be registered separately.
  • The selected Header should match your Entity name. If the header name is different:
    • For Videocon: Please attach a document/image showing the website link, trademark certificate, or any other document/image proving the relation between your entity name and your requested header.
    • For VIL/BSNL: Please mention the website link, trademark certificate, or any other reference proving the relation between your entity name and your requested header. Also, mention your mobile number in the description to facilitate a call back by the DLT support team for any clarifications.


View the detailed Header/Sender ID registration process for the different telecommunications providers here.


Registering Templates on Gupshup

Please note that all steps in the DLT registration process must be completed to send SMS Campaigns.


Videocon DLT Platform

Content Template Registration

  • Select Template > Add New Template
  • Add a Template Name
  • Choose Communication type as SMS
  • Choose the Template type of communication – Promotional / Service Implicit / Service Explicit / Transactional. 
  • Select Consent Template from the drop-down list (Optional)
  • Select a Content Category from the drop-down list (Only for Promotional and Service Explicit type)
  • Search and select all Headers that you would want to use with this template
  • Add the template content in the ‘template content’ text box > Get and enter OTP > Click ‘Submit’. 


Consent Template Registration

  • Select Consent Template > Add New Consent Template
  • Add a Consent Template Name
  • Add Scope of Consent
  • Get and enter OTP > Click Submit. 


Trueconnect Jio DLT Platform

Content Template Registration

  • Select Template > Content Template Registration
  • Choose the Template type of communication – Promotional / Transactional / Service Inferred / Service Explicit.
  • Choose template type as SMS
  • Select a Category from the drop-down list (Only for Promotional and Service Explicit type)
  • Select Consent ID from the drop-down list (Optional)
  • Search and select all Headers that you would want to use with this template
  • Add the template content in the ‘template content’ text box and click Submit
  • Currently, Trueconnect Jio DLT supports templates in English language only


Consent Template Registration

  • Select Template > Consent Registration
  • Add a template name and your brand name
  • Add ‘Template Consent’


VILPOWER/BSNL DLT Platforms

Content Template Registration

  • Select Template > Content Template > Add
  • Choose the Template type – Promotional / Service Implicit / Service Explicit / Transactional. 
  • Select a Category from the drop-down list. (Only for Promotional/Service Explicit Category)
  • Search and select all Headers you want to use with this template.
  • Select Consent Template from the drop-down list. (Optional)
  • Add a Template Name and select the template message type – Text/Unicode.
  • Add the template content in the ‘template content’ text box and click ‘Save’


Consent Template Registration

  • Select Template > Consent Templates > Add.
  • Add a Template Name and your Brand Name.
  • Add ‘Scope of Consent’

If you’d require assistance with DLT registration, help with DLT registration, you can fill out this form, and our team will get in touch with you.


Setting up your Gupshup account for SMS

  • If you do not have a Gupshup account, please fill up this form. The Gupshup team will create an account, map your DLT registration details to your Gupshup account and share your Gupshup account credentials.
  • If you already have a Gupshup account for SMS, login to the portal and upload your content templates to get them approved.


  • Once the Gupshup team approves your templates, you can download them from here.
  • You can now proceed to connect your Gupshup account with your Freshworks account.

Connecting your Gupshup account

Once you have a Gupshup account in place, you can proceed with the following steps to connect your Gupshup account.

  • Navigate to Admin Settings > Channels > SMS

  • Click on the Start Setup button under Gupshup.

 


  • Provide the required details in the popup — 
    • Name, 
    • Gupshup ID 
    • Password
    • Principal entity ID. You can log in to your DLT carrier portal to find your PEID 



  • You could also create a new Gupshup account by following the link on the popup. Please fill in this form to request a new Gupshup account.  
  • Your Gupshup account is now connected. Next, copy the delivery URL and paste it into your Gupshup portal. (SMS Settings>Realtime delivery>Add) to start sending SMSes.



  • Upload Gupshup Templates: 

    You must download the template files (.CSV) from your Gupshup account.



    Then on your Freshworks account, ou can drag and drop the CSV files or upload them directly from your computer. You can add up to 10,000 templates.





Note: If your template body contains double quotes ("), please open your template file on a Text Editor like Notepad, or LibreOffice, and add a backslash (\) before the double quotes.

For example: If your template body contains "Use Code "FRSH50" for 50% off", then you will have to modify as follows: "Use Code \"FRSH50\" for 50% off".

We recommend that you open on a Text Editor and not on Excel, as Excel would change the format of your Template IDs[Example: 1.30717E+18], when in reality your Template ID would be 1307167809956176836. This would prevent us from uploading your templates as expected.


  • When you click on View & Manage, you will be taken to the Template list screen.




  • You are now ready to send SMSes to your customers with the Gupshup integration in place. Ensure your Gupshup account is recharged with sufficient credits before setting up SMS campaigns.

Pricing from August 1st, 2023

Before you send SMS campaigns using Gupshup, you must recharge your account with SMS credits. Below is the pricing for prepaid recharge. Taxes are additional. To recharge, please write to your relationship manager in your Gupshup account. 


Slab
Price per SMS
Up to 1L₹0.155
1L to 3L₹0.15
3L to 5L₹0.145
5L to 10L₹0.140
Above 10LCustom 





Note: Freshmarketer users can only send SMSes to the marketing contacts that you have purchased(based on your plan). For example, if your Freshmarketer account supports 10K marketing contacts, you can send any number of messages to the 10K customers


Creating SMS Campaigns:

Once you’ve connected your Gupshup account, you can send SMS Campaigns to engage with your customers. You can use SMSes for transactional and promotional campaigns. 


To create SMS Campaigns on your Freshmarketer/Freshsales Suite account, follow the below steps:

  • Locate SMS Campaigns under Marketing Automation





  • Click on Create SMS Campaign and give your campaign a name.



  • Next, configure your campaign with the necessary details. Select your SMS number, and the template.




  • Preview your message on the right.




To automate SMS Campaigns on your Freshmarketer/Freshsales Suite account:


  • Enable, Edit, or Create a journey from scratch.



  • Drag the Send SMS action block to the journey builder. If you haven’t connected your Gupshup account, it brings up the configuration dialog box where you will have to configure the SMS channel.



  • Follow the steps mentioned above to connect your Gupshup account.
  • Once your account is connected, choose the SMS campaign you’d like to send, and enable the Journey.


FAQs


How do I recharge my Gupshup account?
To recharge, please reach out to your Gupshup relationship manager. 



  • How do I set up a delivery link in a Gupshup account?
    Go to Settings from your Gupshup portal, and copy the link under Realtime Delivery







Please note that only registered templates should be added here.