> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Gorgias overview

> Connect Gorgias as your ticketing system and let OpenCX AI resolve, reply, and hand off tickets to your e-commerce support team.

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.

<Tip>
  Setup starts at [**Settings → Integrations**](https://platform.open.cx/settings/integrations) in your OpenCX dashboard.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="AI replies posted directly on your Gorgias tickets" icon="message">
    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.
  </Accordion>

  <Accordion title="Handoff with configurable routing" icon="route">
    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 <Tooltip tip="An automation rule in Gorgias that fires on ticket events. Use it to route handed-off tickets to the right agent or team.">Gorgias workflow rule</Tooltip> to route the ticket to the right agent.
  </Accordion>

  <Accordion title="Works across all Gorgias channels" icon="grid-2">
    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.
  </Accordion>

  <Accordion title="Duplicate message protection" icon="shield-check">
    OpenCX deduplicates incoming webhook events so the AI does not reply twice to the same customer message, even if Gorgias retries the webhook delivery.
  </Accordion>

  <Accordion title="Assignment-aware processing" icon="user-check">
    The AI only processes tickets assigned to the designated AI user in Gorgias. Tickets assigned to your human agents are left alone. Configure <Tooltip tip="The AI automation setting that controls which topics the AI responds to and which it skips." cta="Learn more" href="https://platform.open.cx/settings/autopilot">Autopilot</Tooltip> to fine-tune which topics the AI handles.
  </Accordion>
</AccordionGroup>

## 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.

| Channel          | How it works                                                                                      |
| ---------------- | ------------------------------------------------------------------------------------------------- |
| **Email**        | Customer emails create or update Gorgias tickets. The AI reply appears as a ticket response.      |
| **Live chat**    | Chat widget messages arrive as Gorgias tickets. The AI replies in the same thread.                |
| **Social media** | Facebook, Instagram, and other social messages routed through Gorgias are processed the same way. |
| **Phone**        | Voicemail transcriptions or phone-based tickets are processed as text messages.                   |

## Observability

<AccordionGroup>
  <Accordion title="Sessions linked to Gorgias ticket IDs" icon="link">
    Every Gorgias ticket that OpenCX processes is linked to an OpenCX session via the ticket ID. Find the session in your [Inbox](https://platform.open.cx/inbox) to see the full AI reasoning, tool calls, and handoff event.
  </Accordion>

  <Accordion title="Contact data from Gorgias" icon="address-book">
    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.
  </Accordion>
</AccordionGroup>

## Get started

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

<Card title="Connect Gorgias" icon="plug" href="/integrations/gorgias/connect">
  API key, domain, webhook setup, and default assignee.
</Card>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Gorgias" icon="plug" href="/integrations/gorgias/connect">
    Credentials, webhook URL, and default assignee setup.
  </Card>

  <Card title="Ticket Flow" icon="diagram-project" href="/integrations/gorgias/ticket-flow">
    How messages flow, handoff behavior, and what your reps see.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/gorgias/troubleshooting">
    Credentials failing, webhook silent, AI not replying.
  </Card>

  <Card title="Handoff Settings" icon="user-group" href="/handoff/introduction">
    Global handoff rules and office hours.
  </Card>
</CardGroup>