​
Overview

Our Gorgias integration enables smooth transitions from AI to human support through Gorgias’ e-commerce focused platform. With minimal operational changes and a quick 1-hour setup time, your team can handle AI handoffs seamlessly in your existing Gorgias workspace.
Your agents won’t need to learn new tools - they’ll see AI handoffs as regular tickets in their Gorgias inbox, maintaining your current support processes.

​
Timeline

Setup Time

Complete integration in just 1 hour

Zero Downtime

No interruption to existing support operations

​
Features

E-commerce Support

Seamless handoffs for order, shipping, and product inquiries

Ticket Management

Automated ticket creation and management in Gorgias

Smart Routing

Intelligent ticket distribution based on order context

Context Preservation

Complete order history and customer context in every handoff

​
Integration Path

1

Enable Integration

  1. Go to Settings -> Ticketing -> Gorgias in your Open dashboard
  2. Click Connect with Gorgias
  3. Authorize with your Gorgias account
2

Configure Gorgias

Set up in Gorgias:
  • Enable API access
  • Configure ticket routing rules
  • Set up macros for common responses
  • Verify webhook settings
The integration works with Gorgias’ e-commerce support platform, allowing for smooth handoffs while maintaining your existing workflow.

​
How It Works

  1. AI-First Resolution: Our AI agent attempts to resolve customer inquiries based on your configured triggers and rules
  2. Smart Assessment: If the AI determines it cannot fully resolve the issue, it automatically initiates a handoff
  3. Ticket Handoff: The conversation is transferred to your Gorgias agents
  4. Context Transfer: All order history and customer context is preserved for your agents to continue seamlessly
Your agents will see these handoffs as regular tickets in their Gorgias inbox, maintaining your current operational workflow without any disruption.

​
Use Cases

​
Best Practices

Handoff Rules

Define clear criteria for AI-to-human transitions

Macro Setup

Create consistent response templates for common scenarios

Priority Mapping

Set up smart priority assignment based on order value

Team Routing

Configure proper team assignment for different inquiry types
Need help setting up? Contact our support team for assistance!