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Gorgias integration

Connect your AI shop assistant to Gorgias

Your intoCHAT agent handles the everyday shopper questions on your store. When a shopper needs a person, the hand-off opens a Gorgias ticket with an AI summary and the whole chat, so your support team picks it up in the helpdesk it already lives in.

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How intoCHAT and Gorgias work together

Online shops get the same questions all day: does this come in blue, when will my parcel arrive, how do returns work. Your intoCHAT agent answers those from your store pages, policies and FAQ, and it can search your catalog live through Connect your website. With an order connection to Shopify or WooCommerce, it can also tell a shopper where their order is, once they give the order number and the email it was placed with. Some conversations still need your team: a damaged delivery, a special request, a complaint. When the agent hands one of those off by email, the Gorgias integration also opens a ticket in your Gorgias account. The shopper is the ticket's customer, with the email address they gave, and the ticket's first message holds the agent's summary of the request, three to five AI-written bullet points, the page and country, the last 30 messages and a link back to the conversation in intoCHAT. The hand-off email to your team still goes out as well. The connection goes one way, from intoCHAT to Gorgias. Replies, status changes and notes in Gorgias don't come back to intoCHAT, and Gorgias tickets can't be imported as knowledge for the agent: ticket import works with Zendesk and Freshdesk only.

Connect Gorgias in five steps

  1. Switch on hand-off by email

    Open your agent, go to the Setup tab and turn on Offer hand-off by email under Hand-off to your team, then save. A Gorgias ticket is opened only when the agent hands a conversation off by email.

  2. Find your REST API details in Gorgias

    In Gorgias, open Settings, REST API (in some accounts All apps, REST API). Note the Base API URL, where https://acme.gorgias.com/api/ means the subdomain acme, your Username, which is your login email, and the Password, which is the API key. Create a key if there is none.

  3. Connect it in intoCHAT

    In the Helpdesk tickets card on the Setup tab, choose Gorgias. Enter the Subdomain, the Username (email) and the API key, and click Test and connect. intoCHAT reads your Gorgias account to check them and changes nothing.

  4. Add tags and custom fields (optional)

    Under Ticket fields, click Add ticket fields. intoCHAT lists the active custom ticket fields of your Gorgias account, such as an order total or a reason, and you add tags. Each value is fixed text, a variable like {{lead.order_total}}, or both.

  5. Send a test ticket

    In the Playground, ask the agent for a person and give an email address. A few seconds later a real ticket appears in Gorgias, marked [Test] at the start of the subject, so you can check what your team will see before shoppers use it.

What a Gorgias ticket from intoCHAT contains

Subject: [Mia from Northwind Home] Chat hand-off: My mug from order #1042 arrived broken. Can you send me a new one?

A visitor asked for a person in the chat with Mia from Northwind Home. Reply to them by email: leo@example.com

What they need
The visitor's mug from order #1042 arrived broken and they want a replacement.

Summary
- Wants a replacement for a mug that arrived broken
- The AI explained the returns policy, but can't arrange replacements
- Order number given: #1042; contact email given: leo@example.com

Visitor
Email: leo@example.com
Page: https://shop.example.com/pages/returns
Country: Netherlands

Conversation (last 4 messages)
Visitor: My mug from order #1042 arrived broken. Can you send me a new one?
AI: I'm sorry it arrived broken. I can't arrange a replacement myself, but I can pass this to our team by email. Which address should they reply to?
Visitor: leo@example.com
AI: Thanks, Leo. I've sent the conversation to the team, and they'll reply to leo@example.com.

In intoCHAT
https://www.intochat.ai/chatbots/…/edit?tab=activity&conversation=…

An example. The headings and the AI summary are always in English; the subject and the conversation are in the shopper's words. In Gorgias this text is the ticket's first message, from the shopper, over the API channel. The ticket is Open and tagged intochat; your ticket fields are added on top.

What happens in Gorgias

  • The shopper is the customer

    Each ticket has the shopper as its customer, with the email address they gave for the hand-off and their name when your lead form or identity verification provides it.

  • No email to the shopper

    The first message comes from the shopper over Gorgias's API channel, so Gorgias doesn't email the summary and transcript back to them. Only your team sees them.

  • Open and tagged

    Every ticket arrives with the status Open and the tag intochat, so your Gorgias views and rules can pick out chat hand-offs. Add up to 10 tags of your own, such as chat or a variable like {{conversation.channel}}.

  • Your custom ticket fields

    Fill Gorgias custom ticket fields on each new ticket, for example a number field with the order total from your lead form. They are set right after the ticket is created; if Gorgias refuses them, the ticket stays and the card shows a warning.

  • An AI summary up front

    Three to five bullet points in English say what the shopper wants, what the agent already answered and any order number or contact details they gave, above the last 30 messages.

  • Fewer tickets to begin with

    The same agent searches your products live and, with an order connection to Shopify or WooCommerce, answers where-is-my-order questions for verified shoppers. Only what it can't solve becomes a ticket.

  • Linked from intoCHAT

    The transcript on your Conversations tab shows Ticket # with a link that opens it in Gorgias, and the handoff.requested webhook carries the ticket's number and link.

  • Credentials kept safe

    The API key is stored encrypted and never shown again. The card shows only its last four characters and the email. Only the account owner and admins can connect or disconnect Gorgias.

What the Gorgias integration doesn't do

  • No two-way sync: replies, status changes and notes in Gorgias don't come back to intoCHAT. Your team answers the shopper from Gorgias.
  • Gorgias tickets can't be imported as knowledge. Teaching the agent from solved tickets works with Zendesk and Freshdesk only.
  • Tickets are opened for hand-offs by email only, not when your team takes over a chat in intoCHAT's live chat.
  • One ticket per conversation, and one helpdesk per agent.
  • If Gorgias doesn't answer within 10 seconds or is limiting requests, that ticket isn't created and isn't retried. The hand-off email still reaches your team.
  • Up to 25 ticket fields per agent, each value up to 500 characters. Multi-select fields aren't offered.
  • Return requests the agent takes through the order connection go to the Returns list on the Leads tab, not to Gorgias.

Frequently asked questions

Is intoCHAT a replacement for Gorgias?

No. intoCHAT is the AI agent that answers shoppers on your website from your own content and store data. Gorgias stays your helpdesk. The integration connects the two: when a shopper needs a person, the hand-off opens a Gorgias ticket, and your team handles it there like any other ticket.

What do I need from Gorgias to connect it?

Your subdomain, your Gorgias login email and a REST API key, all shown under Settings, REST API. intoCHAT signs in with the email and the key using basic authentication, as Gorgias describes. The key has the access of the user it belongs to, so use a user who can create tickets.

Which intoCHAT plan do I need?

Opening Gorgias tickets for hand-offs is included on every plan, Free too. Ticket import as knowledge, which starts at Starter, isn't available for Gorgias.

Will the shopper receive the transcript by email?

No. The ticket's first message is from the shopper over the API channel, so Gorgias doesn't send it to them. The shopper only hears from your team when someone replies to them.

Do replies in Gorgias show up in the chat?

No. There is no two-way sync. Replies, status changes and notes stay in Gorgias. In intoCHAT, the conversation shows the ticket number with a link that opens the ticket, so your team can always get from the chat to the ticket.

Can the agent learn from our solved Gorgias tickets?

Not today. Importing solved tickets as knowledge works with Zendesk and Freshdesk only; with Gorgias connected, the Helpdesk tickets card on the Knowledge tab says ticket import isn't available. You can still train the agent on your returns, shipping and FAQ pages, files and Q&A pairs.

Can the agent answer order questions without a ticket?

Yes, if your store runs on Shopify or WooCommerce. With an order connection on the Actions tab, the agent tells a shopper their order's status, items, total and tracking number when there is one, but only after they give the order number and the email it was placed with. It only reads orders and never changes anything in your store.

What happens if Gorgias refuses a custom field?

Custom fields are set in a second call right after the ticket is created. If Gorgias refuses them, the ticket stays as it is, without those fields, and the card in the Setup tab shows a warning until a later ticket's fields are accepted or you save the fields again. If Gorgias refuses the ticket itself because of its tags, intoCHAT sends it once more without them.

What data does intoCHAT send to Gorgias?

For each hand-off: the transcript, the AI summary, the shopper's email address and name when known, the page and the country, plus whatever your ticket fields add. intoCHAT doesn't read tickets back from Gorgias; it only reads the list of custom fields when you edit ticket fields. Mention Gorgias in your privacy policy if it isn't named there yet.

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