Gorgias

Integrate Attentive with Gorgias to allow your customer support team to directly respond to customer text messages. This integration ensures that all SMS messages from customers are routed directly to your support queue in Gorgias.

Prerequisites

Before setting up this integration, confirm you meet the following requirements:

• A Gorgias account
• Enough availability for the integration count. In Gorgias, Attentive requires space for two integrations.

Step 1. Get Gorgias Base API URL

Log in to your Gorgias account and complete the following steps to get your Gorgias Base API URL, which you’ll need to set up the integration in Attentive.

1. Click the three vertical dots in the sidebar and then click Settings.
   
2. Click REST API.
   
3. Copy and save the Base API URL (subdomain).
   

Step 2. Set up the integration in Attentive

Next, set up the integration in Attentive:

1. In Attentive, go to the App Marketplace.
2. Search for and select Gorgias.
3. Click Install.
4. Enter the Domain Name, which you collected in Step 1.
   
   
   Note: This is the domain of the Base API URL in Gorgias. For example, if the Base API URL is https://customername.gorgias.io/api/, then the Domain Name is customername.
   
5. Click Connect.
   The Gorgias login page appears.
6. Enter your Gorgias login credentials and click Login. Alternatively, click Continue with Google to log in to Gorgias with your Google account.
   
   

   The authorization page appears.

7. Click Authorize.
   

Once the authorization is complete, you're redirected back to Attentive. A confirmation message shows that your integration is successfully set up.

Step 3. Edit settings

Review and update your integration’s settings:

1. Click Manage app settings.
   
2. Review and update settings as needed.
   • Support Confirmation: By default, this setting is enabled (toggled on) and includes a default keyword and messages for the following fields:
     • Support Confirmation Keyword
     • Acknowledgement Message
     • Resolution Message
       
       
       Note: If this setting is enabled, you must update your autoresponder to include the Support Confirmation Keyword; otherwise, customers won't know how to reply for support. See Autoresponders for details.
     • Remove Agent Signature: Enable this setting to exclude signatures from your agents’ SMS replies to subscribers.
3. Click Save changes.

You can change integration settings again later from the Settings tab.

Step 4. Test the integration

After launching your SMS program and setting up the integration, wait about ten minutes to let the settings in both systems synchronize. Then, follow these steps to test the integration:

1. Send a text message to your dedicated number.
2. Verify that you received the auto response.
3. (Optional) If the Support Confirmation setting is enabled (see details in Step 3), reply to the text with the keyword (for example, SUPPORT).
4. Log in to Gorgias and verify that a ticket was created.
5. Respond to the ticket in Gorgias.
6. Confirm that you get the Gorgias response as a text message.

Additional references

See the following video to view a walkthrough of using the Attentive + Gorgias integration.

You can also view the SMS integration - Attentive article in the Gorgias Help Center for more information.

Questions?

We’re here to help! Contact our White Glove team (whiteglove@attentivemobile.com) to ask about the Attentive + Gorgias integration.