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OpenCX connects to your Gorgias helpdesk and handles customer messages on tickets assigned to the AI. The AI reads the thread, generates a reply, and posts it back on the Gorgias ticket. When the AI cannot resolve, it hands the ticket off — your reps pick it up in Gorgias without switching tools.
Setup starts at Settings → Integrations in your OpenCX dashboard.

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What you get

When a customer messages on a ticket assigned to the AI user, OpenCX processes the message through your trained AI and posts the response on the same Gorgias ticket. Your customers see a reply in whatever channel they used — email, chat, or social.
When the AI determines it cannot resolve, it marks the session as handed off and can reassign the ticket to a configured team. Pair this with a to route the ticket to the right agent.
The integration processes tickets regardless of how the customer reached you — email, live chat, social media, or phone. Every channel flows through the same webhook and AI pipeline in OpenCX. No per-channel setup required.
OpenCX deduplicates incoming webhook events so the AI does not reply twice to the same customer message, even if Gorgias retries the webhook delivery.
The AI only processes tickets assigned to the designated AI user in Gorgias. Tickets assigned to your human agents are left alone. Configure to fine-tune which topics the AI handles.

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Supported channels

The Gorgias integration handles tickets from every channel Gorgias supports. All channels flow through the same webhook and AI pipeline — there is no per-channel setup on the OpenCX side.
ChannelHow it works
EmailCustomer emails create or update Gorgias tickets. The AI reply appears as a ticket response.
Live chatChat widget messages arrive as Gorgias tickets. The AI replies in the same thread.
Social mediaFacebook, Instagram, and other social messages routed through Gorgias are processed the same way.
PhoneVoicemail transcriptions or phone-based tickets are processed as text messages.

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Observability

Every Gorgias ticket that OpenCX processes is linked to an OpenCX session via the ticket ID. Find the session in your Inbox to see the full AI reasoning, tool calls, and handoff event.
OpenCX creates or matches a contact record using the customer’s email and name from the Gorgias ticket. The same contact appears across sessions if the customer reaches out again.

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Get started

Enter your Gorgias API credentials, copy the webhook URL into Gorgias, and send a test message.

Connect Gorgias

API key, domain, webhook setup, and default assignee.

Connect Gorgias

Credentials, webhook URL, and default assignee setup.

Ticket Flow

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

Troubleshooting

Credentials failing, webhook silent, AI not replying.

Handoff Settings

Global handoff rules and office hours.