Troubleshooting

Before debugging, have this ready:

• Your Gorgias API key and domain prefix.
• A specific session ID (from Inbox) or Gorgias ticket ID where the problem shows.
• The webhook URL shown in Settings → Integrations → Gorgias.

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Common scenarios

Jump to the symptom that matches what you are seeing.

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”Failed to save” or credentials rejected on save

Likely cause: API key revoked, domain prefix wrong, or Gorgias plan does not include REST API access. Fix: regenerate the API key in Gorgias under Settings → REST API. Confirm the domain prefix matches your Gorgias helpdesk URL (e.g. acme from acme.gorgias.com). Confirm your Gorgias plan includes API access.

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Webhook not receiving events

Likely cause: webhook URL not configured in Gorgias, wrong event subscriptions, or the webhook URL was changed after a credential update. Fix: open your Gorgias webhook settings and confirm the URL matches the one shown in Settings → Integrations → Gorgias. Confirm the webhook is subscribed to ticket message created events. If you recently re-saved credentials, the webhook URL may have changed — copy the new one.

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AI not responding to tickets

Likely cause: ticket not assigned to the AI user, Autopilot disabled, or the message sender is not the customer. Fix: check these in order:

1. Confirm the ticket is assigned to the Gorgias user ID you entered as the Default User ID in Settings → Integrations → Gorgias.
2. Confirm Autopilot is enabled.
3. Confirm the message was sent by the customer, not by an agent or an internal note.
4. Check the Inbox for the session — if a session exists, the webhook is working but the AI may have decided not to reply (check the AI reasoning).

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Handoff fires but ticket is not routed to an agent

Likely cause: no Gorgias workflow rule is configured to route tickets after handoff, or the default team ID is not set. Fix: check these in order:

1. Confirm you have a Gorgias workflow rule that triggers when a ticket is assigned to your handoff team and routes it to the right agent.
2. If you are not using a default team, consider configuring one in Settings → Integrations → Gorgias (this requires re-saving settings via the API, as the dashboard currently exposes the user ID but not the team ID).
3. Check the Inbox for the session — the handoff event should be visible. If it is, the issue is on the Gorgias routing side.

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Duplicate AI replies on the same message

Likely cause: dedup window expired or webhook retried after the window. Fix: OpenCX deduplicates messages by content hash with a 1-hour window. If Gorgias retries a webhook delivery after the window expires, a duplicate can occur. This is rare — if it happens consistently, check that your Gorgias webhook is not configured to retry aggressively.

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AI replies appearing as the wrong user

Likely cause: this is expected behavior. AI replies are posted through the Gorgias REST API and appear as API-sourced messages. The sender name is “AI Assistant.” Fix: this is not a bug. To control how the reply appears to customers, configure your Gorgias email templates and auto-reply settings.

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AI keeps replying after handoff

Likely cause: the session was not properly marked as handed off, or a new session was created for the same ticket. Fix: check the session in Inbox. If the session shows as handed off, the AI should not be replying. If you see a second session for the same ticket, the deduplication window may have expired (24-hour ticket lock). Contact support with the session ID.

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None of the above

If your issue does not match any scenario above, contact support with the Gorgias ticket ID, the OpenCX session ID (from Inbox), and a description of the expected vs actual behavior.

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Limits and timing

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Related Documentation