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Enhance Your Customer Support with Rep AI's Gorgias Integration

Updated

Introduction

The Gorgias integration connects your helpdesk platform with Rep AI, creating a powerful support ecosystem that combines AI efficiency with human expertise. This seamless connection allows your AI assistant to handle routine inquiries while effortlessly transitioning complex issues to your support team, all while maintaining complete conversation context.

Key Benefits

  • Provide 24/7 customer support even when your team is offline

  • Reduce support ticket volume by handling routine inquiries with AI

  • Create seamless handoffs between your AI assistant and Gorgias support team

  • Maintain full conversation context when transitioning to human agents

  • Enable AI-powered email ticket handling with the Support Skills feature

How to Connect Gorgias to Rep AI

  1. Navigate to Integrations

    • Go to Settings → Integrations in your Rep AI Console

    • Select the "Support" tab or search for "Gorgias" in the search bar

  2. Connect Gorgias

    • Find the Gorgias card in the integrations page

    • Click the "Connect" button to begin the integration process

  3. Enter Your Gorgias URL

    • In the connection modal, enter your Gorgias URL in the format: yourdomain.gorgias.com

    • Click "Connect" to authorize the connection

  4. Authentication Process

    • You'll be redirected to the Gorgias login page

    • Enter your Gorgias account credentials to authorize the connection

    • If you're already logged into Gorgias, you may simply need to approve the authorization request

  5. Verify Connection

    • Once connected, you'll see a green checkmark on the Gorgias integration card

    • Your Gorgias account is now linked to Rep AI

How the Support Handoff Works

When a customer requests support or encounters an issue that requires human assistance, Rep AI creates a seamless transition to your Gorgias helpdesk:

1. Customer Support Request

The handoff process begins when a customer:

  • Clicks a "Contact Support" button in the chat

  • Types a message indicating they need help from a support agent

  • Asks a question the AI recognizes requires human assistance

2. Customer Information Collection

Before creating a support ticket, the AI will collect essential information:

  • Email address: Required to create the ticket and for agent follow-up

  • Name: Helps personalize the support experience

  • Additional details: The AI may ask about the nature of the issue or request additional context

  • Phone number: Optional information that may be collected if relevant

3. Ticket Creation in Gorgias

Once the necessary information is collected, a comprehensive support ticket is automatically created in Gorgias containing:

Ticket Header Information:

  • New Customer Support Request

  • Customer name and email

  • Phone number (if provided)

  • Time spent on website

  • Session status

AI-Generated Summary:

  • Topic categorization

  • Concise summary of the customer's issue

  • Key highlights from the conversation

Customer Website Activity:

  • Pages visited

  • Products viewed

  • Items added to cart

Complete Conversation History:

  • Full transcript of the interaction between the customer and AI

  • Timestamps of messages

  • All questions asked and responses given

4. Live Chat Transition

If a support agent responds while the customer is still active:

  • The conversation seamlessly transitions to live chat mode

  • The customer is notified they're now speaking with a human agent

  • The agent has full access to the previous conversation history

  • All messages are synchronized between Gorgias and the customer chat

5. Resolution and Return to AI

Once the support agent resolves the issue:

  • The agent marks the ticket as resolved in Gorgias

  • The chat automatically transitions back to AI assistance

  • The AI can continue to assist with additional questions

  • The support interaction is documented for future reference

Revolutionize Email Support with AI Answering Email Tickets

The "AI answering email tickets (Beta)" feature transforms how you handle customer emails in Gorgias, allowing your AI assistant to automatically respond to incoming email tickets.

Why Enable AI Email Support

  • Save time and resources by automating responses to common email inquiries

  • Provide 24/7 email support with immediate responses outside business hours

  • Maintain consistent brand voice across all customer communications

  • Free up human agents to focus on complex cases requiring expertise

  • Scale your support operations without increasing headcount

Setting Up AI Email Support

  1. Activate the Feature

    • From your Gorgias integration page, locate the "AI answering email tickets (Beta)" toggle

    • Click the toggle to enable the feature

    • If the toggle is grayed out, you may need to upgrade your plan (click "Learn more" for details)

  2. Configure Response Delivery

    • Click on "Settings" next to the toggle to open the configuration modal

    • Under "After crafting an answer," select how you want responses delivered:

      • Send answer immediately: AI will automatically send responses without review

      • Save as draft: AI will prepare responses for agent review before sending

  3. AI Agent Identity Settings

    • Choose whether to "Identify as an AI agent" to let customers know they're receiving an automated response

    • Select which support agent the AI will answer on behalf of from the dropdown menu

    • This determines whose name appears as the sender in email responses

  4. Customize AI Email Instructions

    • Toggle "Use specific AI instructions for emails" to create dedicated guidelines for email responses

    • In the text field, provide clear instructions about tone, formatting, and content preferences

    • Example: "Use a professional tone, avoid emojis, and always end with Thank you for your business."

    • Click "Polish prompt" for AI assistance in refining your instructions

  5. Leverage Existing Gorgias Macros

    • Enable "Use macros for consistent email responses" to maintain your established communication style

    • When enabled, the AI will adapt its responses to match the style and format of your existing macros

    • This ensures continuity with your current email templates and brand voice

  6. Save Your Configuration

    • Click "Save Changes" to apply your settings

    • The AI will begin processing email tickets according to your preferences

Best Practices for AI Email Support

  • Review AI responses regularly: Monitor the quality of automated emails and refine your instructions as needed

  • Set clear boundaries: Determine which types of emails should always be handled by human agents

  • Use specific instructions: The more detailed your guidance, the better the AI will match your preferred communication style

  • Update your knowledge base: Keep your help articles current to ensure the AI has accurate information to reference

Troubleshooting AI Email Support

  • Response quality issues: Refine your email AI instructions to be more specific about tone and content

  • Incorrect information: Ensure your knowledge base articles are up-to-date and comprehensive

  • Identification concerns: If customers express confusion about AI responses, consider enabling the "Identify as an AI agent" option

  • Response delays: Check your delivery settings and confirm your Gorgias connection is active

Troubleshooting

Connection Issues

  • Authorization Failed: Verify you have admin permissions in your Gorgias account

  • URL Error: Ensure you've entered the correct Gorgias URL (yourdomain.gorgias.com)

Support Handoff Issues

  • Tickets Not Creating: Verify the integration is properly connected and authorized

Frequently Asked Questions

Q: How quickly are support tickets created in Gorgias? 
A: Support tickets are created immediately after the customer provides the required information, typically within seconds.

Q: Will customers know they're being transferred to a human agent? 
A: Yes, customers receive a notification that their request has been sent to your support team, and they'll be informed when a human agent joins the conversation.

Q: Will connecting Rep AI affect my existing Gorgias workflows? 
A: No, Rep AI works alongside your existing workflows without disrupting them. It simply adds AI capabilities to your support system.

Q: What happens if a customer requests support outside of business hours? 
A: The AI will still collect their information and create a ticket in Gorgias. Your team can then respond when they return, and the customer will receive an email notification of the response.

Need More Help?

If you're experiencing issues with your Gorgias integration, contact our support team for assistance. We're here to help you get the most out of your AI assistant and support platform integration.

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