Gorgias

Connect Attentive with Gorgias to enable your customer support team to directly answer customers' text message responses. With this integration, all messages received from a customer through SMS are forwarded to your customer support team queue in Gorgias.

Prerequisites

Ensure that you meet the following requirements to set up this integration:

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

Now, complete the following procedures to set up the integration.

Step 1. Collect Gorgias information

Log in to your Gorgias account and complete the following steps to retrieve the relevant information for the integration:

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).
   

After collecting the Base API URL, complete the following procedure to set up the integration.

Step 2. Set up the integration in Attentive

Next, complete the following procedure to set up the integration in Attentive:

1. Go to the integrations setup page and select Gorgias.
2. Click Install.
3. 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.
   
4. Click Connect.
   The Gorgias login page appears.
5. 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.

6. Click Authorize.
   

You’re returned to Attentive and see a message that your integration was set up successfully.

Step 3. Edit settings

Next, follow these steps to review and update your integration’s settings:

1. Click Manage app settings.
   
2. Review and update settings as needed.
3. 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.
     • Click Save changes.

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

Step 4. Test the integration

After your SMS program is launched and if you just set up the integration, wait approximately ten minutes to allow for the settings in both systems to synchronize. Then, complete the following procedure 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 confirm that a ticket was created.
5. Reply to the ticket in Gorgias.
6. Confirm that you receive 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.