Integrations

We’ve built Gorgias so that you can manage all your customer support in one place. Integrations enable you to connect any application to Gorgias, provided that this application has an internet facing HTTP-based API.

There are three main use cases for integrations:

  • Connect a support channel to Gorgias, like chat or social media
  • Fetch customer data from a third party app (e.g. from your own back-office)
  • Perform actions in a third party app (e.g. give a gift card to a customer)

We provide built-in integrations for Facebook & Smooch. If you’d like to connect another app, you can use an HTTP integration.

We’re happy to help you connect your apps to your Gorgias account, if you have questions feel free to contact us at support@gorgias.io.

Facebook

Facebook is a popular social network where customers can interact with companies. This integration creates tickets when customers post on your Facebook page or send you a message on Messenger.

To get started with Facebook:
  1. Click Add Facebook Page
  2. Authorize the Gorgias app on Facebook
  3. Select the page you want to add
  4. Choose your import settings
  5. Click Add Page

Once you’ve added a Facebook page, every time someone posts on the page, comments on a post, or contacts the page via Messenger, it will create a ticket in Gorgias. When you respond to this ticket, your response will be visible to the customer on Facebook, and also to your team on the Facebook messaging app.

Note

If the agent who added the page to Gorgias no longer has admin permissions on the page, you’ll need someone else to re-authorize the page on your Gorgias account.

Chat

You can add a chat widget on your website. Every time a user starts a conversation, it opens a ticket in Gorgias. You can then respond to the ticket to chat with the user. You can add multiple chat integrations.

To get started with Facebook:
  1. Click Chat in the integration page
  2. Click Add chat
  3. Name your chat. Usually the name of your company
  4. Add the code snippet to your site

Once you’ve added chat, when a visitor or a an app user start a conversation with you, it will create a chat ticket in Gorgias. You’ll see a notification in recent activities and the ticket will auto-refresh when the customers responds.

Chat ticket

Chat for Shopify

If you’re using Shopify, you can automatically see the Shopify profile of the customer next to the chat conversation when the customer is logged in on your website.

Follow these steps to add a chat widget on your store:
  1. Go to your Shopify account, and open Online Store
  2. Click on the ”...” icon a the top right
  3. Select Edit HTML/CSS in the dropdown
  4. Open the theme.liquid file
  5. Paste the code before <body> tag. Make sure to replace ‘{{ SMOOCH_APP_TOKEN }}’ with your appToken from the chat code snippet in Gorgias. This token looks like this: ‘lnIpG3UCYDq7z8A4O6c9sBI0a9zOpA’.
Add chat to Shopify theme.liquid
<script src="https://cdn.smooch.io/smooch.min.js"></script>
{% if customer %}
<script>
        Smooch.init({
            appToken: '{{ SMOOCH_APP_TOKEN }}',
            givenName: '{{ customer.name }}',
            email: '{{ customer.email }}',
            properties: {
                'current_page': window.location.href
            }
        });
 </script>
{% else %}
<script>
        Smooch.init({
            appToken: '{{ SMOOCH_APP_TOKEN }}',
        });
 </script>
{% endif %}
Add chat to Shopify theme.liquid

You can also customize the wordings on the chat widget.

Smooch

Smooch is a chat widget that you can add on your website to interact with customers.

In order to enable chat in Gorgias, you need to create an account on Smooch first.

Then, here’s how to connect your Smooch account to Gorgias:
  1. Click Smooch in the integration page
  1. Click the Add my Smooch button
  1. Login with your Smooch account

Shopify

When you receive a message, you can display the customer profile and the last orders from Shopify in Gorgias. Then, you can also do actions in Shopify from Gorgias itself, like refunding an order.

Then, here’s how to connect your Smooch account to Gorgias:
  1. Click Shopify in the integration page
  1. Click the Add Shopify button
  1. Login with your Shopify account

Now, when a customer contacts you, you’ll see their profile and orders in the sidebar.

Shopify integration

HTTP Integrations

HTTP integrations allow you to connect any third-party app to Gorgias.

There are two main use-cases for HTTP integrations: - Trigger an action in a third party app when a ticket is created or updated. - Get customer data from a third party to populate the user profile

You can use Gorgias variables to pass data to other apps, like the customer’s email with the {ticket.requester.email} variable

Below are popular use cases for HTTP integrations.

WooCommerce

When you receive a message, you can display the customer profile and the last orders from WooCommerce in Gorgias. Then, you can also do actions in WooCommerce from Gorgias itself, such as editing an order.

Here’s how to do so:

  1. Go to your WooCommerce admin, in the general tab, and click enable the REST API. Note: this may be under a different tab based on your version of WooCommerce
  2. Go to the API tab, and make sure the permissions for the API are Read/Write
  3. Send the Consumer key and the Consumer secret to support@gorgias.io, and we’ll finish the setup for you!
Woocommerce keys

Salesforce

When you receive a message, you can display customer information from the associated contact in Salesforce.

Let’s connect Salesforce to Gorgias:

  1. Go to Setup in Salesforce (at the top right of your screen)
  2. Type Apps in Quickfind
  3. Under Build>Create, open Apps
  4. In the Connected Apps section of the page, click New
  5. Enter Gorgias as the Connected App Name and App Name, and support@gorgias.io as the Contact email
  6. Select Enable OAuth Settings
  7. Enter https://gorgias.io as the Callback URL.
  8. Select Access and manage your data (api) and click Add to add it to the list of Selected OAuth Scopes
  9. Click Save, then Continue
  10. Click on Click to reveal on the Consumer Secret
  11. Send the Consumer key, the Consumer secret to support@gorgias.io, create an account for support@gorgias.io, and we’ll finish the setup for you!
Salesforce keys

Your custom back-office app

Most support teams use a custom back-office, or admin, to look up customer profiles and do actions on them. With Gorgias, you can automatically fetch customer data when a ticket is created, and display it next to tickets.

In order to connect your back-office, you’ll need an endpoint on which Gorgias can fetch customer data given the address of a customer.

For example, you can have an endpoint like this one:

GET https://company.com/api/users?email={email}

It would return customer data like this:

{
   "order":{
      "id":4759226956,
      "name":"#1002",
      "note":"",
      "tags":"",
      "token":"56710ab7e3ebc4d1e16078290a1536ac"
      }
}

Once you have such an endpoint, follow these steps to fectch data on each ticket:

  1. Add an Http integration
  2. Use the GET method and your back-office url. It should look like this: https://company.com/api/users?email={ticket.requester.email}
  3. Optional: use a headers to pass the API key. For instance: Authorization, Basic 5Nmy9Z1loPr0M45TVBVRqoKyccj1jI03aGAZEx2fkO4
  4. Select a trigger
  5. Save

Then, when a ticket is created or updated, Gorgias will automatically pull customer information from your back-office, and display it in the sidebar on the right of your tickets.

To edit the sidebar, click on the settings wheel icon. Then, you can drag and drop items and personalize labels in the Manage widgets page.

Manage widgets

Slack

When a new ticket is created, you can connect Slack to post a notification in the Slack channel of your choice.

Gorgias notifications in Slack

Here’s how to do it:

  1. Go to Apps & integrations on Slack
  2. Click Build (top right) to add a custom integration
  3. Select Incoming WebHooks
  4. Select the channel where you want to see notifications of new tickets, and click Add Incoming WebHooks Configuration
  5. Copy the Webhook URL
  6. Create an HTTP integration in Gorgias
  7. Use the Webhook URL from Slack as a url
  8. Paste the code below to the body (to pass the ticket information to Slack)
  9. Select Ticket Created as a trigger
  10. Click Add Integration
Slack notification in Gorgias

Here’s the JSON that you can paste:

{
    "text": "New ticket <https://{ticket.account.domain}.gorgias.io/app/ticket/{ticket.id}|*{ticket.subject}*> from *{ticket.requester.name}*",
    "attachments": [
        {
            "text": "{ticket.first_message.body_text}",
            "title": "{ticket.subject}",
            "title_link": "https://{ticket.account.domain}.gorgias.io/app/ticket/{ticket.id}"
        }
    ]
}

TADA!

Zapier

You can trigger a zap when a ticket is created and/or updated.

To do so:

  1. Create a zap in zapier and choose a webhook as a trigger.
  2. Create an Http integration in Gorgias
  3. Select the POST method and use the webhook url from Zapier. You can pass arguments from Gorgias to Zapier using headers.
  4. Select a Trigger of your choice

Now, when the integration is triggered, your zap will run.

Shipstation

You can display order information from Shipstation, like the order number, the tracking status or the shipping method.

Here’s how to connect Shipstation:

  1. Head over to the Settings section of your account
  2. Send the API key and the API secret to support@gorgias.io, and we’ll finish the setup for you!