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One-time setup: enter your Gorgias API key and domain, set a default assignee for handoffs, and paste the webhook URL into Gorgias so customer messages reach OpenCX.
This page covers the Gorgias connection setup. Once connected, see Ticket Flow for how messages are processed and handed off.

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Before you start

You need a Gorgias helpdesk on a plan that includes REST API access. You also need admin permissions to create API keys and configure webhooks.
Only organization admins can connect integrations. Confirm your role at Settings → Organization.
The AI only processes tickets assigned to a specific Gorgias user. Create a dedicated user (e.g. “AI Agent”) in Gorgias so your reps can distinguish AI-handled tickets from their own.

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Setup

1

Generate an API key in Gorgias

In your Gorgias helpdesk, go to Settings → REST API and create a new API key with full access.The API key is a Base64-encoded string combining your email and token. Gorgias shows this on the REST API page.
Store the API key securely — you will need it in the next step. If you lose it, revoke and regenerate from the same Gorgias settings page.
2

Find your domain prefix

Your domain prefix is the subdomain of your Gorgias helpdesk URL. If your helpdesk is at acme.gorgias.com, the domain prefix is acme.
3

Find your default user ID

The default user ID is the Gorgias user the AI operates as. To find it:
  1. Go to Settings → REST API in Gorgias.
  2. Open the API explorer or use the /users endpoint.
  3. Find the user you created for the AI and note their numeric ID.
The AI only processes tickets assigned to this user. Tickets assigned to anyone else are ignored — your human agents’ work is never interrupted.
4

Enter credentials in OpenCX

Open Settings → Integrations in your OpenCX dashboard. Select Gorgias and enter:
FieldValue
API KeyThe Base64-encoded API key from Gorgias Settings → REST API.
Domain PrefixYour Gorgias subdomain (e.g. acme from acme.gorgias.com).
Default User IDThe numeric Gorgias user ID for the AI agent.
Click Test & Save. OpenCX validates the credentials by calling the Gorgias API. If validation fails, double-check that the API key has not been revoked and the domain prefix is correct.
5

Copy the webhook URL into Gorgias

After credentials are saved, OpenCX displays a webhook URL. Copy it and configure a webhook in Gorgias:
  1. In Gorgias, go to Settings → Integrations → HTTP Integration (or Settings → Webhooks depending on your Gorgias version).
  2. Create a new webhook with the URL you copied from OpenCX.
  3. Subscribe to ticket message created events so Gorgias notifies OpenCX when customers send messages.
Without the webhook, OpenCX cannot receive ticket messages. The AI will not respond to anything until the webhook is active and pointing to the correct URL.
6

Send a test message

Create a test ticket in Gorgias (or have a customer send a message) assigned to your AI user. The AI should reply on the ticket within a few seconds.To test handoff, send a message like “I want to talk to a human.” The ticket should be reassigned to your default user or team.

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Settings reference

All settings are configured at Settings → Integrations → Gorgias.
SettingPurposeRequired
API KeyAuthenticates OpenCX with the Gorgias API. Base64-encoded.Yes
Domain PrefixYour Gorgias subdomain (e.g. acme). Determines the API endpoint.Yes
Default User IDThe Gorgias user the AI operates as. Only tickets assigned to this user are processed.Yes

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Configure a Gorgias workflow for handoff routing

After setup, create a workflow rule in Gorgias to route handed-off tickets to your human agents. When the AI hands off, it reassigns the ticket to the configured default team. A Gorgias rule that triggers on team assignment can then route the ticket to the right agent.
Without a workflow rule, handed-off tickets stay in the default team’s queue but are not automatically assigned to a specific agent. Your reps can still pick them up manually.

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Disconnecting

To remove the Gorgias integration, open Settings → Integrations → Gorgias and click Disconnect (or delete the saved credentials). This stops webhook processing. Existing OpenCX sessions are preserved but no longer receive updates from Gorgias.
Also remove the webhook URL from your Gorgias settings to stop Gorgias from sending events to an inactive endpoint.

Ticket Flow

How messages flow, handoff behavior, and what your reps see.

Troubleshooting

Credentials failing, webhook silent, AI not replying.

Gorgias Overview

What the integration does and supported channels.

Handoff Settings

Global handoff rules and office hours.