If you use Gorgias as your helpdesk platform, integrating it with Rep streamlines communication with shoppers who need human assistance. When enabled, the integration automatically creates a ticket in Gorgias whenever a shopper requests human support through the Rep widget.
This guide covers how the Rep x Gorgias integration works and how to connect your Gorgias account to Rep.
- Understand how the Gorgias integration works
- Connect your Gorgias account to Rep
- Add Gorgias help center articles to Rep's knowledge base
Understand how the Gorgias integration works
When a shopper requests human assistance in the conversation in the Rep widget, Rep will gather the shopper's contact details and send you a notification email. This email contains a summary and transcript of the conversation so far, as well as the contact information provided by the shopper. When the Gorgias integration is enabled, the notification email will appear as a new ticket in Gorgias.
If you reply while the shopper is still on your website:
- The conversation will turn into a real-time live chat. In other words, your reply within the Gorgias ticket will appear as a live message within the Rep widget on the shopper’s end. You can then continue conversing with the shopper within the ticket interface in Gorgias.
If the shopper has already left your website:
- Your reply will still be sent to the shopper's email address. This setup ensures that you can respond immediately or at a later time, as you prefer, knowing your messages will always reach the shopper.
Connect your Gorgias account to Rep
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Settings > Integrations.
- On in the Integrations page, select the Support tab at the top, then locate the Gorgias panel and click Connect.
- In the pop-up modal, enter your Gorgias URL and click Connect.
(Your Gorgias URL will look something like examplestore.gorgias.com. You can find it by logging into your Gorgias account and viewing the address bar in your web browser.)
Add Gorgias help center articles to Rep's knowledge base
If you use Gorgias' Help Center features to publish help center articles for your customers, you can have your support articles serve as an additional knowledge source for Rep's AI.
For more information, please refer to the following Rep help center article: Add your help center articles from Gorgias or Zendesk to your AI's knowledge sources
Need help or advice? Reach out to us at: support@hellorep.ai
Live chat handoff
Send shoppers who ask for a human into Gorgias's own live chat instead of opening a regular ticket. Handoffs arrive in your Live chats queue, addressed to a chat session rather than an email address.
On Gorgias side:
- Go to Settings → Chat and click New Chat.
2. Name it something you'll recognise, pick Any other website, and click Continue.
3. Click Continue through Brand and Order management — there's nothing to configure on either.
4. Click Install Manually.
5. Pick Advanced Installation, then Install with code, then the Google Tag Manager tab.
6. Copy the Chat App ID. You don't need to finish the installation or paste anything into Google Tag Manager.
In Rep: turn on Live chat handoff
- Go to Settings → Integrations → Gorgias, switch on Live chat handoff, and paste the App ID.
- Click Save. Live chat on beside the card means you're set.
Good to know
- Your agent's replies reach the shopper in the Rep widget under their own name, and closing the ticket ends the chat.
- Tags, the conversation briefing and everything else about the handoff stay exactly as they are.
- Outside your Gorgias business hours, or when no agent is available, handoffs open a regular ticket instead. That's expected — nothing is lost.
- Not connected beside the card means Gorgias didn't accept the App ID; copy it again from the chat you created. Falling back to tickets means that chat may no longer be active in Gorgias.