Account setup

Chat: Set up Gorgias chat integrations

Main Topic: Gorgias Chat Integration & Setup Feature Names: Gorgias Chat, AI Agent, Flows, Order Management, Multi-language support, Dynamic Wait Times, Quick Install (Shopify), Manual Install (Shopify, BigCommerce, Magento 2, Google Tag Manager, Any Other Website) Questions Answered: How to install and configure Gorgias Chat? How to deploy AI Agent with Gorgias Chat? What are the requirements for using Gorgias Chat and AI Agent? How to customize chat appearance and settings? How to install chat on different platforms (Shopify, BigCommerce, Magento 2, other websites)? Key Concepts & Keywords: Live Chat, Customer Support, Helpdesk, AI Agent, Chat Widget, Installation, Configuration, Customization, Order Management, Shopify, BigCommerce, Magento 2, Google Tag Manager, Multi-store management, User Permissions, Admin, Account Owner.

Guide to Gorgias Voice

Main Topic: Gorgias Voice add-on Feature Names: Gorgias Voice, Voice integrations, Voice tickets, call queues, IVR menus, voicemail, call forwarding, spam detection, call recordings, call transcripts, call analysis, Shopify customer profiles. Questions/Problems: How to subscribe to/manage Gorgias Voice? Who can use Gorgias Voice features (roles, plans)? How is Voice billing structured? How are Voice tickets created and managed? What features does Gorgias Voice offer? How to manage Voice integrations and phone numbers? Key Concepts/Keywords: Voice add-on, phone calls, helpdesk integration, billing, usage, user permissions, admin, account owner, roles, helpdesk plans, connected store, settings, integrations, phone numbers, call management, customer support.

Help Center: Create a help center

Main Topic/Features: Help Center, AI Agent, articles, branding, publishing, embedding. Questions/Problems: How to create a Gorgias Help Center? How to set up basic details, branding, and add articles? How to integrate with AI Agent? How to publish and embed the Help Center? Key Concepts/Keywords: Help Center setup, create Help Center, add articles, branding customization, publish Help Center, embed Help Center, AI Agent integration, self-service support, customer answers, Gorgias Helpdesk plans, admin/lead permissions, brand name, subdomain, default language, platform type, ecommerce platforms, connected store, logo, accent color, font, page layout, article templates, flows, article recommendations, order management, set live, embed code, customize appearance.

SMS add-on 101

Main topic: Gorgias SMS Add-on. Features: Gorgias SMS channel, helpdesk messaging. Answers: What is the SMS Add-on? How to send/receive customer SMS within Gorgias? How it integrates customer e-commerce history and past conversations. How SMS tickets are billed (dedicated limits, new billable ticket after 3 days inactivity). Key concepts/keywords: SMS, Add-on, Gorgias, helpdesk, customer service, messaging, tickets, billing, limits, e-commerce history, customer data.

Social Media: Connect Facebook and Instagram to Gorgias

Main Topic: Integrate Facebook & Instagram with Gorgias. Features: Facebook, Messenger & Instagram app, AI Agent, Auto-responder, Messenger Customer Chat plugin, Multi-store assignment. Questions/Problems: How to connect Facebook/Instagram accounts to Gorgias? What are the prerequisites for integration? How to manage ticket creation from social activity? How to assign social channels to specific stores? How to set up auto-responders for Messenger? How to add Messenger chat to a website? What are the limitations of the integration? Troubleshooting pages not appearing or activity options missing. Key Concepts/Keywords: Social media integration, Facebook Page, Instagram Business Account, Meta Business Portfolio, Gorgias app store, ticket management, social conversations, direct messages (DMs), comments, mentions, auto-response, customer chat plugin, permissions, limitations.

Standalone Contact Form

Main Topic & Features: Standalone Contact Form. Features: embed, direct link, spam protection, multiple file attachments, customizable subject lines, Shopify/BigCommerce integration, native helpdesk integration, auto-tag/assign/respond rules. Questions/Problems: How to create, customize, and publish the Contact Form. Reduces email spam exposure. Overcomes basic e-commerce forms. Standardizes customer questions for automation. Integrates form submissions with Gorgias helpdesk and rules. Key Concepts & Keywords: Contact Form, Gorgias, embed, share, spam, automation, rules, Shopify, BigCommerce, helpdesk, channels, create form, publish, customer queries, View.

Chat: Customize chat appearance

Main Topic: Chat Widget Customization, Appearance Tab Features: Brand (color, logo, greeting), Layout (launcher appearance, position, chat window size), Privacy Policy, Agent Appearance Questions/Problems: How to change chat widget design, match brand, adjust size/location, add privacy policy, control agent display. Key Concepts: Live preview, business hours, AI Agent, hex code, pixel values, expanded/compact chat. Keywords: Chat integration, Gorgias chat, appearance settings, customization, branding, launcher, privacy, agent display, widget, customer-facing.

Create a Help Center, Article, or Category

Main Topic: Gorgias Help Center Setup Feature Names: Help Center, Articles, Categories, Subcategories, AI-generated articles, Templates, Import articles (CSV, Zendesk, HelpDocs, Re:amaze, Intercom), Article Visibility (Unlisted, Public), AI Library. Questions/Problems: How to create a Help Center, add content (articles, categories, subcategories), configure article visibility, import existing help content, and use AI or templates. Key Concepts: Help Center creation, content management, knowledge base setup, self-service portal, customer support resources. Keywords: Help Center, articles, categories, subcategories, setup, create, import, AI, templates, visibility, knowledge base, support.

Embed the Contact Form on your Website

Main topic & Features: Embed Gorgias Contact Form, Gorgias tickets, Publish settings, Auto-embed on website. Answers: How to embed a Contact Form on your website to turn submissions into Gorgias tickets. How to manage form position, view, or delete it. Steps for automatic embedding, including choosing page name and slug. How to link multiple forms to one store. Keywords: embed, contact form, website, tickets, Gorgias, publish, automatically embed, page name, slug, multiple forms.

Send and receive email from Gorgias with the Gmail integration

Main Topic/Features: Gorgias Email Channel Setup, Gmail/Google Workspace Integration. Features: Default Email Address, Email Signature, Gmail Category Tagging, Conversation Grouping, Email Service Provider, Historical Email Import. Questions/Problems: How to connect Gmail/Google Workspace to Gorgias; setup requirements (Admin, plan, email volume); troubleshooting (2FA, app password); setting default sender, custom signatures, auto-tagging with Gmail categories; managing email conversation grouping; choosing email service provider (Gorgias/Gmail API); importing past email data. Key Concepts/Keywords: Gorgias, Gmail, Google Workspace, Email channel, Integration, Connect, Setup, Admin, Ticket, Helpdesk, Default email, Signature, Tags, Categories, Conversations, Email service provider, Historical import, Requirements, 2FA, App password, Email forwarding, SPF, DKIM.

Set up Voice to make and receive calls in Gorgias

Main topic & features: Gorgias Voice Add-on, Voice integrations, Phone Numbers (porting, new), Teams, Call Queues, Call Flow, IVR (Interactive Voice Response), Call Recording, Call Transcription. Questions/problems answered: How to set up Gorgias Voice to make and receive calls. Steps for adding/porting a phone number, creating agent teams, configuring call queues for routing, building Voice integrations, customizing call flows and IVR menus, and enabling call recording/transcription. Key concepts/keywords: Gorgias Voice setup, phone support, helpdesk calls, inbound/outbound calls, port phone number, create phone number, call routing, IVR menu, call flow editor, admin permissions, business hours.

SMS FAQs

Main Topic & Features: Gorgias SMS & MMS Capabilities, Phone Numbers Questions/Problems Answered: Which Gorgias phone numbers support SMS/MMS and where. Countries for sending/receiving SMS messages. MMS supported file types (PNG, JPG, JPEG, GIF). SMS character limits (1600 total, 160 per segment). How SMS opt-in/opt-out (Twilio) is handled. Requirements for UK SMS (KYC registration). Ability to port existing phone numbers for SMS. Lack of SMS read receipts or OTP SMS support. Key Concepts & Keywords: SMS, MMS, text messaging, phone numbers, country availability, international, send, receive, character limit, opt-in, opt-out, Twilio, file types, porting, UK KYC, read receipts, OTP, security.

WhatsApp 101

Main Topic: Gorgias WhatsApp Integration Feature Names: WhatsApp Business Account, Shopify integration, Macros, Rules, Call Forwarding, Meta Business Account Questions/Problems Answered: How to integrate WhatsApp with Gorgias, manage WhatsApp messages, link customer profiles, automate responses, handle Gorgias vs. non-Gorgias numbers, migrate WhatsApp numbers, and customize WhatsApp Business Account settings. Key Concepts: WhatsApp tickets, customer context, automated support, response times, message types (text, audio, video, PDF), phone number requirements, verification, outbound conversation limits. Keywords: WhatsApp integration, Gorgias helpdesk, customer support, Shopify, automation, macros, rules, tickets, customer profiles, phone number migration, business verification, message templates.

Chat: Configure chat preferences

Main Topic: Chat Integration Preferences Feature Names: Chat availability, Where chat appears, Share wait time with shoppers, Collect shopper emails, Shopper experience, Dynamic wait time, CSAT surveys. Questions/Problems: How to control when shoppers can chat. How to manage wait time communication. How to collect shopper contact info. How to show/hide chat on website, business hours, or mobile. How to send chat transcripts or CSAT surveys. How to configure chat settings (available on all Helpdesk plans, admin access needed). Key Concepts/Keywords: Gorgias, chat integration, preferences, settings, availability, business hours, offline capture, wait time, email collection, shopper experience, transcripts, CSAT, customer satisfaction, live chat, admin, helpdesk.

Help Center templates

Main Topic/Features: Gorgias Help Center templates, including Article Templates and Layout Templates. Covers pre-built FAQs for common customer inquiries (order cancellation, refunds/exchanges, returns, order tracking, lost/damaged packages, shipping policy) and industry-specific layout templates (e.g., clothing, food, beauty, subscription). Questions/Problems Addressed: How to quickly assemble and organize a Gorgias Help Center. How to use and customize pre-written article templates for frequent questions. How to import industry-specific Help Center structures using CSV layout templates. Key Concepts/Keywords: Gorgias, Help Center, templates, articles, layout, FAQ, customize, import, publish, order management, returns, refunds, shipping, Shopify, CSV.

Manage Gorgias Voice integrations

Main topic & features: Gorgias Voice, Voice integrations, call recording, call transcription, voicemail, spam detection. Answers: How to view, manage (rename, phone number, Business Hours), and delete Gorgias Voice integrations. Provides requirements and links for configuring call recording, transcription, voicemail, and spam detection. Keywords: Gorgias Voice, Voice integrations, settings, manage, delete, phone number, Business Hours, call recording, call transcription, voicemail, spam detection, Admin, Helpdesk plans.

Replace email links with Contact Form

Topic: Replace Email Links with Contact Form Features: Contact Form, Replace email links, Automate, Flows, Order Management, reCAPTCHA Questions/Problems: How to replace mail-to links with a Contact Form? How to reduce spam from bot crawls? How does this feature benefit Automate users? What happens if an email integration or Contact Form is deleted? Keywords: Shopify, spam reduction, bot crawls, mailto, self-service, customer inquiries, subject line rules, link replacement, undo link replacement, security, reCAPTCHA, Google security service

Send and receive email from Gorgias with the Outlook integration (Microsoft 365)

Main Topic & Features: Connect Outlook/Microsoft 365 as an Email channel in Gorgias. Includes setting default email, email signatures, choosing email service provider, and importing historical email data. Answers: How to integrate Microsoft 365/Outlook email with Gorgias; setup requirements (Admin, Basic/Pro plans, daily limits); alternatives for Advanced/Enterprise plans or non-M365 accounts (automatic forwarding); how to configure default sending email, create email signatures, select email service provider (Outlook/Gorgias); importing past email conversations. Key Concepts & Keywords: Outlook, Microsoft 365, Email channel, Gorgias inbox, tickets, helpdesk, Admin, Basic plan, Pro plan, automatic forwarding, email integration, default email, email signature, custom email domain, SPF/DKIM verification, historical import.

Set up SMS

Main Topic/Features: SMS channel setup, Adding SMS functionality. Answers: How to enable SMS for an existing phone number in Gorgias, steps to configure an SMS channel integration. Key Concepts/Keywords: SMS, phone number, Gorgias, Settings, Channels, Add SMS, Integration title, Toll-free verification, A2P 10DLC registration, create phone number, port number.

Troubleshooting Facebook and Instagram

Main topic: Troubleshooting Facebook, Messenger, and Instagram integration issues in Gorgias. Features: Facebook integration, Messenger integration, Instagram integration. Questions/Problems: Tickets not created (comments, Messenger), error messages when sending replies, missing Facebook pages, Instagram comment reply errors, Messenger tickets closing automatically, Facebook comment access issues, Reels/IGTV comments not creating tickets, permissions errors, Meta Commerce Manager integration. Key concepts: Reconnect integration, Advanced Messaging, Primary Receiver, Facebook Business Tools, spam prevention, Instagram API, Page Publishing Authorization. Keywords: Facebook, Messenger, Instagram, integration, troubleshooting, tickets, comments, replies, errors, permissions, reconnect, Gorgias.

Chat: Share wait time with shoppers

Topic: Chat wait time settings, customer experience. Features: Share wait time with shoppers, Dynamic wait time, AI Agent (tip). Questions/Problems: How to show wait times in chat? How to configure chat wait messages? How is dynamic wait time calculated? What do shoppers see with wait times? Keywords: Chat, wait time, estimated wait, dynamic, fixed, shopper experience, customer service, settings, configuration, live chat, response time, AI agent. Details: Account owner/admin permission. Available on all plans. Settings: Chat > Preferences > Share wait time with shoppers. Options: Dynamic, In a few minutes, In a few hours. Dynamic wait time uses median of recent chat tickets (last 10, <8h). Tiers: short (<1min), medium (1-15min), long (>15min) with email option.

Contact Form Views and Rules

Main Topic/Features: Managing Gorgias Contact Form tickets. Features include Views, Rules, auto-tagging, auto-assigning, auto-replying. Questions/Problems Answered: How to view and organize Contact Form tickets. How to set up automation for Contact Form tickets. How to filter tickets by channel and status. How to differentiate and automate actions for specific Contact Forms. Key Concepts/Keywords: Gorgias, Contact Form, tickets, Views, Rules, automation, auto-tag, auto-assign, auto-reply, channel, status, filter, message integration.

Create and manage call queues

Main topic and feature names: Gorgias Call Queues for Voice. Features: Queue creation/management, Priority Queues, Queue Capacity, Round-robin/Broadcast Ringing, Wrap-up Time, Custom Hold Music, Callback Requests, Call Flow integration. What questions or problems this article answers: How to set up, configure, and manage call queues; route incoming calls to agents/teams; prioritize calls; control call distribution and agent availability; customize caller waiting experience; handle busy queues; enable callback options; connect queues to Voice Call Flows. Key concepts and keywords: Call queue, Voice, routing, agents, teams, call flow, inbound calls, queue capacity, priority, ringing behavior, wrap-up time, hold music, callback, settings, distribution, max wait time.

Email: Connect your email and set up automatic forwarding

Main Topic/Features: Automatic Email Forwarding, Email Domain Verification, Historical Email Import. Supports Direct Email Integration (Gmail/Outlook) for Basic/Pro plans. Answers: How to connect your company's external email address(es) to Gorgias for centralized customer ticket management. Explains how to set up email forwarding, verify your domain, and optionally import historical data. Details requirements and when to use forwarding. Offers troubleshooting for common issues like forwarding failures, verification problems, and Microsoft 365 settings. Keywords: email forwarding, connect email, Gorgias helpdesk, tickets, domain verification, email integration, admin, import emails, troubleshooting, Microsoft 365, Outlook, Gmail.

Instagram Direct Messages FAQs

Main Topic: Troubleshooting Instagram Direct Messages (DMs) integration with Gorgias. Feature Names: Instagram Direct Messages, Instagram Integration, Reconnect button, Instagram Business account. Questions/Problems Addressed: Cannot activate Instagram DMs despite meeting follower count. Error: "account doesn't meet follower requirements." Error: "don't have necessary permissions to access Instagram direct messages." Error: "Reconnect your integration to check for eligibility." Instagram Integration blocked by paywall/Upgrade button. "Media not available due to new privacy rules in Europe" error. Customer replies opening new tickets instead of appending. Read receipts/message read status in Gorgias vs Instagram. Liking story mentions/DMs. Instagram DM notifications in nav bar. Rendering Story Mentions in-app. Separate Primary/General categories for DMs. Initiating Instagram DM conversations from Gorgias. Error: "Instagram is detecting your reply/Macro as Spam." Blank DMs. Sending attachments in IG DMs. Merging IG DM tickets. Instagram follower count/username display in customer profile. Key Concepts & Keywords: Instagram DM troubleshooting, Gorgias integration, follower requirements, permissions, Business account, reconnection, paywall, upgrade, EU privacy rules, media not available, new ticket, existing thread, read receipts, API limitations, spam, blank DMs, attachments, merging tickets, customer profile, story mentions.

Toll-free Verification

Main Topic/Features: Toll-Free Verification for SMS (US/Canada), Gorgias, Twilio. (Also covers A2P 10DLC for non-toll-free numbers). Questions/Problems Addressed: Why US/Canada Toll-Free SMS numbers require verification. Who needs to register their Gorgias toll-free number for SMS. Consequences of unregistered numbers (outbound messages rejected, inbound received). What information is required for the Toll-Free verification form. Confirmation that Gorgias covers verification fees. Distinction from A2P 10DLC; no impact on Voice integration. Key Concepts/Keywords: Toll-Free SMS, verification, US, Canada, Twilio, compliance, message rejection, registration form, outbound messages, inbound messages, business name, website, address, contact, message volume, phone numbers, use case, sample message, opt-in workflow, A2P 10DLC.

Use Google Analytics with your Help Center

Main topic/feature: Google Analytics (GA) integration for Gorgias Help Center. Features: Universal Analytics (UA), Google Analytics 4 (GA4) setup. Questions/problems: How to connect GA to Help Center; where to find UA/GA4 tracking IDs; what data is tracked (page views, outbound/social/email/phone links) vs. not tracked (searches, contact forms, feedback); what insights are available (top articles/categories); Gorgias's use of data; how to stop tracking; troubleshooting event visibility. Key concepts/keywords: Google Analytics, GA, Universal Analytics, GA4, Help Center, tracking ID, page views, data streams, analytics setup, data analysis, troubleshooting.

A2P 10DLC Registration

Main topic/features: A2P 10DLC registration, 10-digit SMS numbers, Twilio, Gorgias. Answers: Why A2P 10DLC is mandatory for US 10-digit SMS numbers. What A2P 10DLC is (Application-to-Person 10-Digit Long Code), its purpose (improve deliverability, throughput), who must register (Gorgias users with US 10-digit SMS), consequences of non-compliance (message rejection), Gorgias's role in registration (covers fees, reviews, submits), and estimated timeframe (10-14 days). Keywords: A2P 10DLC, 10-digit long code, 10DLC, SMS, US messages, registration, compliance, Twilio, deliverability, throughput, fees, rejection, verification.

Chat: Capture requests outside of business hours

Main Topic: Chat Offline Capture, Offline Messaging, Customization Feature Names: Offline Capture, Gorgias Bot, AI Agent, Article Recommendations Questions/Problems: How does offline chat messaging work? How to customize offline capture prompts? What information is collected during offline capture? How does the offline capture confirmation email work? What are the limitations of offline capture? Key Concepts/Keywords: Asynchronous messaging Business hours Chat widget Customer support Email replies Ticket creation Prompt customization Standard messages Helpdesk plans User permissions Confirmation email

Help Center font library

Main Topic/Features: Help Center font management, font customization, primary font, Clear Formatting button, Google Fonts, custom fonts. Answers: How to change/manage fonts for Help Center design and article text. How the primary font affects article text. How to reset article text to the primary font using 'Clear Formatting'. What fonts are available (over 1300, multilingual). How to add custom fonts. Keywords: Fonts, typography, Help Center design, article formatting, text editor, font-family, multilingual support, Google Fonts, customization.

Manage Gorgias call flows and IVR menus

Main Topic: Gorgias Voice Add-on, Call Flow Editor. Features: Call flows, IVR menus, Time rule, Customer lookup, Play message, Route to, Forward to, Send to SMS, Send to voicemail steps. Answers: How to design and customize customer phone support experiences; set up automated call routing (IVR); manage calls based on business hours or customer data; route calls to queues, external numbers, voicemail, or SMS. Keywords: Voice Add-on, call flow management, IVR setup, call routing, automated phone system, customer journey, business hours, customer fields, call queues, voicemail, SMS, phone support.

Order Management and Flows in Contact Form

Main topic & features: Gorgias Contact Form, Order Management, Flows, Gorgias Automate, self-service, ticket deflection. Answers/problems: How to enable Order Management and Flows on a standalone Contact Form. How to configure Contact Form visibility using the "Expand Contact Form" option. How to add self-service options to deflect tickets. Key concepts/keywords: Gorgias, Contact Form, Automate, Order Management, Flows, self-service, ticket deflection, automation settings, enable, expand, customize.

Switch from an email integration to email forwarding

Main topic & feature names: Automatic email forwarding, Gorgias email integrations (Gmail, Outlook365), Domain verification, Email Import. Questions/problems answered: How to switch from Gmail/Outlook integrations to automatic email forwarding in Gorgias. Resolves persistent email delivery issues, rate limits, and inbox/outbox capacity limits for brands sending over 500 emails/day. Provides step-by-step instructions to delete old integration, set up forwarding, verify domain, and import missed emails. Key concepts & keywords: Email forwarding, automatic forwarding, email integration, Gorgias helpdesk, email channels, admin access, domain verification, email import, rate limits, inbox capacity, outbox capacity, Basic, Pro, Advanced, Enterprise plans, 500 emails.

Chat: Add a privacy disclosure

Main Topic: Chat Privacy Disclosures & Consent Feature Names: Chat Privacy Policy, Multilanguage Disclosure, AI Agent Disclosure Questions/Problems: How to display privacy information in Gorgias chat? How to customize chat privacy disclosures? How to set up privacy disclosures for multiple languages? How to ensure chat compliance with privacy laws? Where to find chat privacy settings? Key Concepts & Keywords: Privacy disclosure, consent, data handling, privacy policy, terms of service, chat integration, appearance settings, language tab, GDPR, CCPA, legal compliance, AI Agent, customer trust.

Email: Import email into Gorgias

Main Topic: Email Import Feature Names: Email Import tab, Historical Imports, direct email integration, automatic email forwarding Questions/Problems: How to import historical email data into Gorgias? Who can import emails? Which email providers/plans are supported? How to import from new/connected addresses? How to troubleshoot import failures? Key Concepts: Import historical email data, Gmail, Outlook, email forwarding, direct email integration, connected email, new email, import timeframe, import status, account owner, admins, Basic, Pro, Advanced, Enterprise plans, error notifications.

Gorgias Voice call flow and IVR menu examples

Main topic/features: Gorgias Voice call flow examples, Interactive Voice Response (IVR) menus, Time Rule, Customer Lookup. Answers: How to create multi-level IVR menus, handle busy queues by rerouting calls, route calls based on team schedules, and route VIP or fraudulent callers using customer fields. Guides on building and customizing Gorgias Voice call flows. Key concepts: Voice, IVR, call flow editor, queue capacity, team routing, customer lookup, VIP, fraud, text-to-speech, custom recording, voicemail, callback requests. (Requires Voice Add-on, Admin access).

Help Center tracking

Main topic and feature names: Help Center search tracking. Google Analytics (Universal Analytics, GA4), Google Tag Manager, Gorgias Help Center "Extra HTML" feature. Questions or problems this article answers: How to track user search activity in your Gorgias Help Center. Where to find Google Analytics (UA/GA4) or Google Tag Manager tracking codes. How to implement these tracking scripts into your Help Center via the "Extra HTML" section. Key concepts and keywords: Help Center search analytics, user behavior tracking, Google Analytics (GA, GA4), Google Tag Manager (GTM), tracking code, script, pixel, Extra HTML, GDPR compliance.

SMS Policy

Main topic/feature: Gorgias SMS/Voice service, Twilio content policies, SMS number limitations. Answers: What content is forbidden when using Gorgias SMS/Voice (via Twilio)? Why might SMS/Voice service be deactivated? Can non-US SMS numbers be used to contact US/Canada (+1 destinations)? Key concepts/keywords: Twilio, Acceptable Use Policy, Messaging Policy, banned categories, high-risk financial, illegal substances (Cannabis, CBD), S.H.A.F.T. (Sex, Hate, Alcohol, Firearms, Tobacco), gambling, non-US numbers, +1 destinations, service deactivation.

Add an email signature

Main Topic & Features: Gorgias Email Signatures, Agent Variables, Email Integrations. Answers: How to create and manage standardized email signatures for each email integration in Gorgias. How to include dynamic agent information, rich text, images, and hyperlinks. Explains management requirements and setup steps. Key Concepts & Keywords: Gorgias, email signature, agent variables, email integration, standardize, dynamic information, rich text, hyperlinks, images, settings, admin, display name, contact info, helpdesk.

Chat: Set up campaigns to proactively engage shoppers

Main Topic: Chat Campaigns (Light Campaigns) Feature Names: Campaigns, Light Campaigns, Convert Campaigns, Chat Widget Questions/Problems: How to create proactive chat messages for website visitors. How to target specific customer segments with chat messages. What are the differences between Light and Convert Campaigns? How to manage, activate, deactivate, edit, duplicate, or delete campaigns. Troubleshooting why campaigns aren't appearing. When do campaigns count as billable tickets? Key Concepts/Keywords: Proactive engagement, website visitors, customer segments, chat widget, ticket creation, Shopify, Convert subscription, helpdesk plan, admin, current URL, time spent on page, rich text formatting, campaign bundle, installation, billing, limitations.

Restrictions on sending SMS messages to UK phone numbers (Fall 2024)

Main Topic/Features: UK SMS regulations, Gorgias SMS, 10-digit international phone numbers, UK mobile/local/national phone numbers. Answers: Explains new UK regulations banning SMS to UK from non-UK 10-digit numbers via Gorgias (Fall 2024). Provides solutions for continued UK customer communication, such as setting up a UK mobile, local, or national number. Key Concepts/Keywords: UK SMS ban, international long code, 10-digit numbers, non-UK, A2P, P2P, Gorgias SMS delivery, UK regulations, KYC registration, UK phone number setup, Fall 2024.

Set up an internal knowledge base

Main Topic & Features: Prevent search engine indexing of Gorgias Help Center using the Extra HTML feature. Questions Answered: How to make Help Center content private (internal FAQs, policies) or restrict it to specific customer types by blocking search engine visibility. Key Concepts & Keywords: Help Center privacy, noindex, robots meta tag, SEO, internal documentation, block indexing, Extra HTML, customization, search visibility.

Set up voicemail for Gorgias Voice integrations

Main Topic/Features: Gorgias Voicemail step, Call flow configuration, Voice Add-on. Answers: How to add voicemail messages to a call flow, configure custom greetings (text-to-speech, custom recordings), allow callers to leave messages when support is unavailable, and understand setup requirements (plans, permissions). Keywords: Voicemail, call flow, voice channel, greeting, custom recording, text-to-speech, allow caller to leave a voicemail, admin, Helpdesk plans, Voice Add-on, integration, IVR.

Automatically record calls on Gorgias Voice

Main Topic & Features: Gorgias Call Recording, Voice integration, Automatic/Manual recording, Call Flow, Download recordings. Answers: How to enable/disable inbound/outbound call recording. How agents can manually pause/start recordings. How to add a recording notification in Call Flow. How to download recordings. Who can enable (Admins) and listen (all roles). Legal/consent requirements and payment information warnings. Where recordings are stored (Ticket Events). Key Concepts & Keywords: Call recording, Voice, automatic, manual, inbound, outbound, pause, download, consent, legal, compliance, Admin, Agent, Ticket Events, Call Flow, payment info, Gorgias helpdesk.

Chat: Deflect conversations with an automated interaction

Main Topic: Chat Automation Features: Flows, Order Management, Article Recommendations, AI Agent Questions/Problems: How to enable chat automation? How to reduce live chat volume? How are automated interactions billed? How do different automation features work together? Key Concepts: Automation tab, automated interaction, chat integration, AI Agent, Shopify, BigCommerce, Magento, chat preferences, user permissions (Account owner, admins, leads).

Connect your Email to your store

Main topic/features: Connecting Email Integrations to Stores. Gorgias multi-brand/multi-country support, Help Center articles, AI. Questions/problems: How to differentiate ticket data for multi-brand/multi-country stores? How to ensure AI-generated Help Center articles are store-specific? How to leverage Gorgias' advanced features for each store? Key concepts/keywords: email to store mapping, linking emails, multi-brand, multi-country, ticket data differentiation, Help Center relevance, AI, store policies, admin, WooCommerce limitation, one email per store.

Create a Help Center Contact Form

Main topic & features: Gorgias Help Center Contact Form. Features: Email ticket generation, customizable subject lines, Contact form card, standalone Contact Form. Questions/problems: How to set up a Contact Form on your Help Center; add it to your store (Shopify, BigCommerce, Magento); manage submissions as Email tickets; customize subject lines; understand required customer info (name, email, subject, message); know form limitations (char limits, file types); handle Outlook SPAM for submissions. Key concepts: Help Center, Contact Form, Email tickets, subject line, /contact URL, settings, channels, limitations, supported file formats, Outlook SPAM.

Chat: Add chat to your Shopify checkout page

Main Topic: Installing/Managing Gorgias Chat on Shopify Checkout & Thank You Pages Feature Names: Shopify checkout editor, Quick Installation, Gorgias Checkout Chat app block, Flows, Order Management, AI Agent Questions Answered: How to add/remove Gorgias chat to Shopify checkout/thank you pages? Why is the "Install" option for checkout pages unavailable? Can chat appearance/location be customized on checkout pages? Do Flows, Order Management, and AI Agent work on checkout pages? Will chat campaigns show on checkout pages? Key Concepts/Keywords: Gorgias Chat, Shopify, Checkout page, Thank you page, Installation, Removal, Admin access, Helpdesk plans, Quick installation method, Manual installation, Embed code, Chat customization, Chat campaigns.

Enable transcription for Gorgias Voice integrations

Main topic/feature: Gorgias Voice call and voicemail transcription, call recording. Answers: How to enable call and voicemail transcription for customer support; requirements (Gorgias Voice add-on, Admin role); what to expect (supported languages, minimum/maximum lengths, audio quality impact); how transcripts appear in tickets. Keywords: Voice add-on, transcription, voicemail, call recording, enable, settings, requirements, limitations, languages, audio quality, admins.

Import Help Center from Zendesk, HelpDocs, Re:amaze, and Intercom

Main topic: Help Center article import, Help Center migration Features: Import from another provider, Article states (Draft, Public, Unlisted) Questions: How to import Help Center articles? How to migrate from Zendesk, HelpDocs, Re:amaze, Intercom to Gorgias? What happens to article visibility during import? Keywords: Import, migrate, Help Center, articles, categories, Zendesk, HelpDocs, Re:amaze, Intercom, Draft, Public, Unlisted, visibility, transfer, settings, channels, API credentials, subdomain

Chat: Make chat available in multiple languages

Main topic: Multilingual chat support configuration. Feature names: Chat integrations, flows, article recommendations, order management, AI Agent. Questions answered: How to add/customize chat languages, set default language, configure automation feature languages (flows, article recommendations, order management), manage multi-language chat for various locales. Key concepts/keywords: Localization, internationalization, browser language, default language, chat widget copy, language settings, helpdesk plans, admin permissions, rules, views, chat, settings, channels, language tab, workflows, help center, articles.

Import and export Help Center articles

Main Topic: Help Center Article Import/Export Feature Names: CSV Import, Direct Migration (Zendesk, HelpDocs, Re:amaze, Intercom) Questions/Problems: How to bulk import articles into Gorgias Help Center? How to migrate articles from other platforms (Zendesk, HelpDocs, Re:amaze, Intercom)? Why are there errors during CSV import (mapping, blank cells, mandatory fields, special characters)? How to export Help Center articles from Gorgias? Key Concepts/Keywords: Import content, Migrate content, CSV template, Column mapping, Help Center management, Article bulk upload, Zendesk migration, HelpDocs migration, Re:amaze migration, Intercom migration, Export articles.

Contact methods in the Help Center

Main topic and feature names: Gorgias Help Center contact options, Chat widget, Chat contact card, Email/Contact Form card, Phone contact card. Questions or problems this article answers: How to enable and configure various customer support contact methods (chat, email, phone) on your Help Center page. How to add subject lines for email contact forms. Key concepts and keywords: Help Center, contact cards, chat widget, email, phone, contact form, enable, configure, settings, channels, integrations, subject lines.

Chat size and weight information

Main Topic & Features: Gorgias Chat, website performance, Google Lighthouse Score, speed optimization. Questions/Problems Answered: How Gorgias Chat impacts website loading times and performance scores. What measures Gorgias takes to minimize Chat's effect on page speed. How Gorgias optimizes Chat for better Google Lighthouse results. Key Concepts & Keywords: Website speed, page load, Lighthouse metrics, FCP, LCP, Time to Interactive (TTI), asset optimization, lazy loading, prefetch, code splitting, font optimization, network requests, `webpack-bundle-analyzer`, `srcdoc`.

Help Center Order Management

Main Topic & Features: Gorgias Order Management portal (part of Automate) for customer self-service: Order Status, Tracking Number, Shipping Information, Returns, Cancellations, and Report Issue. Answers: How to activate and configure Order Management in your Help Center. What customers can do (securely view/manage orders via one-time password). Prerequisites for activation (Gorgias Chat, Shopify backend, Automate subscription). Key Concepts & Keywords: Order Management, customer self-service, order status, tracking, returns, cancellations, report issue, Automate, Help Center, Shopify, Gorgias Chat, one-time password.

Embed Help Center

Main topic and feature names: Gorgias Help Center embedding, No-code embedding, Manual HTML embedding, Multi-store Help Centers. Questions or problems this article answers: How to embed a Help Center into your website (Shopify, headless); choosing between no-code or manual methods; managing embedded pages; duplicating Help Centers for multiple stores; switching linked stores. Key concepts and keywords: Help Center, embed, website integration, Shopify, headless stores, HTML code, no-code, publish, track, duplicate, multi-store.

Install Campaign bundle

Main Topic: Chat Campaign Bundle installation Feature Names: Chat Campaigns, Quick installation for Shopify, Manual install, Campaign bundle Questions/Problems: How to install Chat Campaign bundle? Why is Campaign bundle mandatory? How to keep Chat Campaigns active? How to install for Shopify, headless stores, or other e-commerce platforms? Key Concepts: Campaign bundle, Chat Campaigns, Convert, Installation, Shopify, Manual install, Script, Security, Active Campaigns, Segmentation options.

Learnings from Help Center reporting

Main topic: Help Center optimization, Help Center analytics Feature names: AI Agent, Article Recommendations, Help Center statistics, Performance by article table, Support Performance Overview, Search results, No search results, Search terms with results, Click-through rate Questions/problems answered: How to improve Help Center article effectiveness, how to track Help Center traffic, how to identify content gaps, how to optimize search visibility, how to anticipate user needs, how to prepare for seasonal trends. Key concepts/keywords: Help Center optimization, article views, search queries, article performance, content gaps, user engagement, data analysis, content strategy, SEO, Gorgias Help Center.

Add Gorgias Chat domains to your allowlist

Main Topic/Features: Gorgias Chat widget, Content Security Policy (CSP), allowlisting. Covers Gorgias Automate and Shopify checkout/thank you page integration. Questions/Problems Answered: Addresses Gorgias Chat widget not loading or functioning due to strict Content Security Policies. Provides a list of URLs to allowlist for core chat functionality, Gorgias Automate, and Chat integration on Shopify checkout/thank you pages. Key Concepts/Keywords: CSP, allowlist, URLs, Gorgias Chat, widget, Gorgias Automate, Shopify, checkout page, thank you page, security policy, script blocking, `gorgias.chat`, `gorgias.io`, `gorgias.work`, `storage.googleapis.com`.

AI-Generated Help Center Articles

Main Topic/Features: AI-generated Help Center articles, AI Library, Ticket Deflection. Answers: How to quickly create a Help Center using AI article suggestions based on ticket data; how to review, edit, and publish these suggestions; system requirements (English default language, multi-store email connection); and known limitations (AI generates English only, articles are initially uncategorized). Keywords: AI, Help Center, article suggestions, Gorgias, ticket deflection, AI Library, customer support, self-service, publish, edit, requirements, limitations, multi-store, multi-language.

Customize the chat widget with HTML and JavaScript

Main Topic: Gorgias Chat Widget Advanced HTML/JavaScript Customization. Feature Names: GorgiasChat JavaScript API, init() promise, Shopify Liquid, BigCommerce Manage Code. Questions/Problems: How to customize the chat widget beyond settings? How to control widget appearance/behavior programmatically? Where to place custom code? How to handle "GorgiasChat is not defined" error? Key Concepts: HTML, JavaScript, Customization Layer, GorgiasChat object, JavaScript API, init() wrapper, `gorgias-widget-loaded` event, Shopify, BigCommerce, `theme.liquid`, `home.html`, `&lt;script&gt;` tag placement, widget methods (open, close, hideOnMobile, sendMessage, captureUserEmail). Keywords: Chat widget, customization, HTML, JavaScript, API, GorgiasChat, init, code placement, Shopify, BigCommerce, script, advanced, programmatic control.

AI Library

Main Topic/Features: AI Library, Help Center article generation, automatic article suggestions. Answers: How to use AI Library to overcome writer's block and save time creating Help Center articles; how to review, publish, edit, or archive AI-suggested drafts; requirements for AI article generation (English default language, connected store email); notification process for new drafts; limitations of the feature. Key Concepts/Keywords: AI Library, Gorgias Help Center, article suggestions, AI-drafted articles, automatic generation, publish, archive, edit, English language, multi-store, uncategorized articles, notifications.

Gorgias Chat FAQs

Main Topic & Features: Gorgias Chat, Shopify integration, Quick installation, Manual installation, GTM (Google Tag Manager). Answers Questions On: Chat disappearance after Shopify theme changes, re-installation process, chat history retention, website loading impact, file attachment limits, displaying chat on specific pages, removing profile images, troubleshooting email prompts, agent avatar update delays, weblink behavior, and issues replying to merged chat tickets. Addresses if Chat size can be adjusted (not possible). Key Concepts & Keywords: Gorgias Chat, Shopify, theme.liquid, Quick installation, manual installation, GTM, Google Tag Manager, chat history, loading time, file attachments, profile image, email prompt, agent avatars, ticket merging, disappeared chat, chat not showing, install chat, chat settings.

HTML snippets for chat customization

Topic: Gorgias Chat Widget Customization, JavaScript API, Window Variables. Answers: How to customize chat appearance, behavior, visibility; integrate with ecommerce data; manage business hours; use URL parameters. Problems: Hiding chat on specific pages/countries, delayed display, pre-filling messages, programmatic control, Z-index conflicts, custom CSS, updating text labels, capturing customer data (email, Shopify cart). Keywords: `GorgiasChat`, `JavaScript`, `API`, `window variables`, `chat widget`, `customization`, `visibility`, `appearance`, `behavior`, `URL parameters`, `Shopify`, `BigCommerce`, `admin`, `HTML`, `CSS`, `business hours`, `events`, `customer data`, `analytics`, `z-index`, `text labels`.

Link to your Help Center in your Shopify site menus and emails

Main Topic: Promoting your Help Center for increased discoverability on Shopify. Features: Shopify header, footer, website navigation menus, order confirmation emails. Answers: How to add Help Center links to your Shopify store's header and footer. How to include Help Center links in Shopify order confirmation emails. How to make your Help Center more discoverable for customers. Keywords: Help Center, Shopify, discoverability, website navigation, header, footer, order confirmation emails, email templates, HTML, FAQs, self-service.

Google Email FAQs

Main Topic/Features: Gorgias Gmail integration, Google Workspace, G Suite, Mailgun, Sendgrid, email sending, automatic tagging, attachments, ticket merging. Answers/Problems: Clarifies Google/Gmail definitions. Explains when Gorgias uses Mailgun/Sendgrid for email delivery (e.g., direct integration failures). Describes the "Tag tickets with Gmail categories" setting. Lists supported attachment formats (PDF, JPEG, MP4). Provides a solution for text formatting issues when copying from Gmail. Addresses missing tickets due to spam and issues with customer emails merging into one thread. Keywords: Gmail, Google, Workspace, G Suite, integration, email, sending, Mailgun, Sendgrid, tags, categories, attachments, formatting, tickets, missing, Spam, threading, contact forms.

Verify your domain to send email from Gorgias

Main Topic: Domain Verification Feature Names: DKIM, Custom Return Path, DMARC, CNAME, TXT records Questions/Problems: How to verify an email domain in Gorgias. How to reduce email bounce rates and prevent emails from landing in spam. What are DKIM, Custom Return Path, and DMARC records? How to create DNS records in a domain registrar. Why is domain verification required/recommended? Key Concepts: Email deliverability, email authentication, DNS records, domain registrar, Admin permissions, DMARC policy (quarantine, reject). Keywords: domain verification, email, external email, bounce rate, spam, DKIM, CNAME, DMARC, TXT, DNS records, domain registrar, custom return path.

Outlook (Microsoft 365) Email FAQs

Main Topic & Features: Microsoft 365, Office 365, Microsoft Exchange, Outlook (provider/app/outlook.com), Microsoft Email, Gorgias integration, Microsoft Azure permissions. Questions Answered: Clarifies differences between Microsoft email services. Explains how Microsoft provides email and Gorgias email synchronization with Outlook. Provides steps to resolve "Permission missing" errors by configuring Microsoft Azure app consent and API permissions. Key Concepts: Email hosting, email client, cloud products, on-premise, app consent, delegated permissions, Microsoft Graph, API permissions (offline_access, User.Read, Mail.ReadWrite, Mail.Send), mailbox access, troubleshooting.

Email integration FAQ

Main Topic & Features: Gorgias Email Integrations (Gmail, Outlook), Email Forwarding, "Send email via Gorgias" setting. Questions/Problems: How to connect email (direct integration vs. forwarding, plan/volume recommendations), importing historical emails, impact of external replies, definitions of email types (standalone, alias, group/shared), managing/deleting integrations, and troubleshooting (spam, missing emails, disconnections, sending limits). Key Concepts & Keywords: Email setup, connect email, helpdesk, customer support, email sync, historical data, email management, troubleshooting, deliverability, sending limits, spam, account access, email channels.

Domain verification FAQ and troubleshooting

Main topic: Email Domain Verification Feature names: DMARC record, TXT record, CNAME record, DNS settings Questions answered: Necessity of verification (vs. other apps, for daily emails <5k) Verification for multiple email addresses/domains Troubleshooting failed verification Resolving email delivery issues post-verification Key concepts/keywords: domain verification, email deliverability, DNS, DMARC, TXT, CNAME, email integration, authentication, troubleshooting, failed verification, email sending, MXToolbox DKIM Lookup.

Why your email couldn't be delivered

Main Topic: Email Delivery Issues, Email Errors, Troubleshooting Failed Emails Feature Names: Not applicable (general email functionality) Questions/Problems: Why are my Gorgias emails not being delivered? How do I fix email delivery failures in Gorgias? What do common email error messages mean? What are the causes of undeliverable emails? When should I contact Gorgias support for email issues? Key Concepts/Keywords: Email non-delivery, bounce, failed to deliver Error messages, recipient email address, invalid, non-existent, typo Rejected, blocked, spam, email provider, policy Unreachable, unavailable, inbox full, limits, attachments Unsupported characters, non-ASCII Troubleshooting, verify domain, blocklist, allowlist, email header Gmail, Outlook, Microsoft 365, email limits, Send email via Gorgias

Introducing: Multiple store management in Gorgias

Main topic and feature names: Gorgias multi-store management for e-commerce. Features include Store management page, Channels, Sync Customer notes (Shopify), Customer matching (Shopify), API keys (Magento 2), Filter views by store, Filter statistics by store, and Custom Business Hours. Questions or problems this article answers: How to view, manage, and configure unique settings for multiple e-commerce stores (Shopify, Magento 2, BigCommerce). How to assign/unassign communication channels per store. How to create filtered helpdesk views and statistics reports by store. How to set custom business hours for channels across different stores. Key concepts and keywords: Multi-store, e-commerce integration, store settings, channels, Shopify, Magento 2, BigCommerce, customer data sync, API credentials, helpdesk views, analytics, support performance, business hours.

Set business hours for Gorgias support channels

Main Topic: Setting Business Hours in Gorgias Feature Names: Default Business Hours, Custom Business Hours, Rules, Chat Widget, Phone Calls, Offline Capture, Voicemail Questions/Problems Answered: How to define support team availability. How to set different business hours for various integrations (e.g., multi-store brands). How business hours affect chat widget visibility, call routing, and rule execution. How to configure, edit, or delete default and custom business hours. How to use business hours as conditions in Gorgias Rules (e.g., tagging tickets outside hours). Key Concepts: support team availability, working hours, non-working hours, automation, omnichannel support, integration-specific hours, rule conditions Keywords: Business hours, schedule, availability, rules, automation, chat, phone, calls, offline capture, voicemail, default, custom, integrations, timezone, settings, configuration, edit, delete, support, customer service

Gorgias mobile app

Main Topic: Gorgias Mobile App, Push Notifications Features: iOS & Android availability, Push Notifications (Assigned Ticket, Mentioned in Ticket, New Message), Settings, Limitations Questions/Problems: How to use Gorgias on mobile? How to set up mobile notifications? What notifications are available? What are the limitations of the mobile app? Keywords: mobile app, iOS, Android, push notifications, settings, limitations, tickets, messages, chat, email, calls, rich text, macros, signature, setup

Languages Gorgias can detect

Main Topic/Features: Gorgias language detection, multilingual support, View filters, Rules. Answers: How to automatically detect customer ticket language (54 supported languages like English, Spanish, French, German). How to use detected languages for filtering tickets into specific Views or for automating ticket assignment and routing via Rules. What are the limitations of Gorgias's language detection (e.g., not for ticket subject, short messages, mixed languages, or certain chat widget setups). Key Concepts/Keywords: language detection, multilingual tickets, ticket management, automation, customer support, support tickets, View filters, Rules, supported languages, limitations, ticket routing.

Accessing Incognito Mode

Main topic & feature names: Incognito Mode, Private Browsing. Browser-specific instructions for Chrome, Safari, Firefox, Microsoft Edge. Questions or problems this article answers: How to open an Incognito/Private browsing window to troubleshoot browser-related issues in Gorgias, such as refreshing access tokens or reactivating email integrations. Key concepts & keywords: Incognito, Private browsing, browser issues, troubleshooting, Chrome, Safari, Firefox, Edge, access token, email integration, Gorgias problems.

Set SLA policies in Gorgias

Main topic & feature names: Service Level Agreements (SLAs), First Response time, Resolution time, Voice SLA, SLA Report, Channels, Tags, Ticket Fields. Questions/problems answered: Explains how to set up, configure, and manage SLAs in Gorgias to measure support team performance. Shows how to create channel-specific, conditional (tags/ticket fields), or Voice SLAs. Details how to pause SLA timers outside business hours, enable/disable policies, and monitor performance using the SLA Report. Key concepts & keywords: SLA, Service Level Agreement, Gorgias, support performance, first response time, resolution time, channels, Voice tickets, conditions, tags, ticket fields, business hours, SLA Report, achievement rate, breach.

Set up custom SSO for Gorgias

Main topic: Custom Single Sign-On (SSO) setup for Gorgias. Feature names: OpenID Connect (OIDC), SSO, Access Management, SSO Enforcement. Questions/Problems: How to configure Gorgias for SSO? How to set up an OIDC app in an IdP for Gorgias? How to make SSO mandatory for users? What parameters are needed for Gorgias SSO? Key concepts: IdP, OIDC, Client ID, Client Secret, Redirect URI/Callback URL, Provider URL, Provider Name, SSO requirements, SSO enforcement. Keywords: SSO, Single Sign-On, OIDC, OpenID Connect, Identity Provider, IdP, Custom SSO, Gorgias SSO, Access management, Authentication, Login, Security.

Manage Gorgias account access

Main Topic: Account Access Management Features: Single Sign-On (SSO) (Google, Microsoft, Custom), Auto-join, Two-Factor Authentication (2FA), SSO Enforcement, Mandatory 2FA, Skip 2FA for SSO users Questions/Problems: How to secure a Gorgias helpdesk account? How to manage user access? How to enable/disable SSO? How to allow users to auto-join? How to enforce 2FA? Key Concepts/Keywords: Account security, user access, access control, onboarding, SSO, 2FA, multi-factor authentication, auto-join, identity provider, Google SSO, Microsoft SSO, Custom SSO, Okta, JumpCloud, Admin permissions, security, enforcement, email domains.

Add a phone number to Gorgias

Main topic: Phone Numbers, Gorgias Voice, Gorgias SMS Feature names: Create Phone Number, Request Phone Number, Port Phone Number Questions/Problems: How to add a phone number to Gorgias? How to get a new phone number for Voice/SMS/WhatsApp? How to transfer an existing phone number to Gorgias? What are the requirements to add a phone number? Key concepts: Phone number management, voice integration, SMS integration, WhatsApp integration, number types (local, mobile, toll-free, national), porting, number request, Twilio. Keywords: Add phone number, setup, configure, Voice, SMS, WhatsApp, new number, existing number, transfer number, porting process, phone number setup, Gorgias phone.

Manage phone numbers in Gorgias

Main Topic: Managing Phone Numbers in Gorgias Feature Names: Voice, SMS, WhatsApp integrations, Phone Numbers Questions/Problems: How to connect/disconnect integrations (Voice, SMS, WhatsApp) to a phone number. How to edit a phone number's name. How to delete a phone number from Gorgias. How to port a phone number out of Gorgias. Key Concepts: Phone number management, integration connection, integration deletion, porting out, customer support, helpdesk, settings. Keywords: phone number, integrations, Voice, SMS, WhatsApp, connect, disconnect, delete, edit, port out, manage, Gorgias, helpdesk.

Available phone numbers on Gorgias

Main Topic & Features: Gorgias Phone Numbers, Voice, SMS, MMS, Local numbers, National numbers, Mobile numbers, Toll-free numbers. Questions Answered: What types of phone numbers can be added to Gorgias? Which countries offer specific phone number types (Local, National, Mobile, Toll-free)? What are the Voice, SMS, and MMS capabilities for phone numbers in different countries? How to acquire phone numbers (self-serve or request process)? Key Concepts & Keywords: phone number types, Voice, SMS, MMS, local number, national number, mobile number, toll-free number country availability, regulatory requirements, self-serve, geographic numbers calling, texting, messaging, customer communication

Gorgias Voice and SMS coverage regions

Gorgias Voice, Gorgias SMS. Lists countries supported for making outbound calls and sending SMS messages to customers. Answers: Which countries can I call or text customers in from Gorgias? Where can I use Gorgias Voice and SMS internationally? Keywords: Supported countries, international calling, international SMS, phone number, text message, Voice add-on, SMS add-on, global customer contact, country codes.

Add Shopify metafields to Gorgias

Main Topic & Features: Shopify metafields integration in Gorgias; Macros, Rules, Customer Profiles, Shopify widget, Store Management. Questions/Problems Answered: How to import custom Shopify data into Gorgias; display custom data in customer profiles and ticket sidebar; use metafields as variables in macros; use metafields as conditions in rules; manage (add, remove, hide) imported metafields. Solves for streamlining agent workflows and automating tasks using custom Shopify data. Key Concepts & Keywords: Shopify metafields, Gorgias, custom data, import, export, customer profiles, ticket sidebar, macros, variables, rules, automation, Store Management.

Manage availability statuses in Gorgias

Main Topic: Agent Status Management Feature Names: Agents dashboard, Analytics, Custom Availability Statuses, Agent unavailability settings Questions Answered: How to view and change agent availability status? How to create custom unavailable statuses? How to edit or delete custom statuses? Who can manage agent statuses? Key Concepts & Keywords: agent availability, status, custom status, unavailable, real-time monitoring, Analytics, Agent unavailability, Admin, Lead, update status, create status, edit status, delete status, Gorgias, helpdesk.

Autoresponder Rules 101 (deprecated)

Main topic & features: Autoresponder Rules (Deprecated), AI Agent, Rules, Shopify, BigCommerce, Magento. Answers: Explains Autoresponder Rules: what they are, requirements, and how to enable/manage them. Details installation, editing, monitoring, and using email exclusion/inclusion lists. Addresses their deprecation for new accounts (Sept 2024) and eventual deactivation for existing ones (Jan 2026), suggesting AI Agent as an alternative for Shopify. Keywords: Deprecated, automation, AI, ticket deflection, ticket resolution, rule templates, subscription, permissions, email exclusion, always apply.

Create a rule from a template

Main topic and feature names: Gorgias Rules feature, Rule Templates, Custom Rules, Rule Library, Auto-tag rules ("Identify social questions and leads", "Identify intents and sentiments"). Questions or problems this article answers: How to automate actions on tickets based on specific conditions; how to create, enable, customize, update, disable, or delete rules; how to use rule templates; how to leverage default rules; how to save agent time and ensure consistent ticket data. Key concepts and keywords: Automation, conditions, actions, tickets, helpdesk, workflows, tags, priority, views, settings, ticket management, Admins, Leads, Helpdesk plans.

Gorgias rule builder variables and conditions

Main Topic: Gorgias Rule Builder Glossary. Feature Names: WHEN triggers, IF/AND/OR/ELSE logic, THEN actions. Questions/Problems: How to build rules, what triggers/conditions/actions are available, how to use logic operators (IF, AND, OR, ELSE). Key Concepts: Rules, automation, triggers, conditions, actions, logic operators, message conditions, ticket conditions, customer conditions, self-service conditions, e-commerce conditions (Shopify, Magento, BigCommerce), Instagram conditions. Keywords: Gorgias rules, automation, WHEN, IF, THEN, triggers, conditions, actions, logic, helpdesk, ticket management, Shopify, Magento, BigCommerce, Instagram, customer service.

Best practices for Rules

Main Topic/Features: Gorgias Rules automation. Covers: Auto-tag, Auto-close, Auto-reply, Priority Rules, Auto-snooze, Delay actions (Ticket Snooze Delay Ends trigger), Set Ticket Fields, OOO (Out-of-Office) un-assignment, Add ticket ID to subject. Questions/Problems Answered: How to automate various ticket management workflows? How to efficiently categorize, respond, close, or snooze tickets? How to handle agent out-of-office situations? How to follow up on tickets after a delay? How to track tickets by adding IDs to the subject? Key Concepts/Keywords: Rules, automation, tickets, auto-tagging, auto-closing, auto-replying, snoozing, ticket fields, out-of-office, agent un-assignment, ticket ID, subject line, workflow efficiency, customization, best practices.

More templates for common Rules 101

Main Topic/Features: Gorgias Rules, Rule templates, Auto-Close, Auto-Tag, Auto-Reply. Answers: How to use common Gorgias Rules; examples and functions of ticket automation (closing, tagging, replying); where to find predefined Rule templates for Gorgias. Keywords: Automation, rules, templates, auto-close, auto-tag, auto-reply, tickets, use cases, functions, actions, variables, customization.

Article Recommendation in Email (deprecated)

Main Topic/Features: Gorgias Autoresponder Rules, Article Recommendation rule, AI Agent. (Deprecated for new accounts after Sept 2024; AI Agent is the recommended alternative). Answers: How to automate email replies by suggesting Help Center articles. How to auto-close tickets based on customer intents (e.g., order/cancel, subscription/cancel). How to customize article recommendations and message content. What are the requirements for using these rules (active AI Agent subscription, Lead/Admin/Owner permissions). Keywords: Autoresponder Rules, Article Recommendation, AI Agent, email automation, Help Center integration, ticket intents, auto-reply, customize, deprecated, Shopify, BigCommerce, Magento.

Auto-Close common Rule templates

Main Topic/Feature Names: Gorgias Rules for automatic ticket closure and tagging Specific rules: Automatic OOO replies, Non-support tickets, Social media (Instagram Story Mention, Social comments, Instagram Giveaway), No-reply/Thanks Questions/Problems Answered: How to automatically close irrelevant tickets (out-of-office replies, system notifications, social media mentions/comments/giveaways, non-support messages). How to reduce inbox noise and focus on genuine customer support inquiries. How to automate ticket tagging for better organization. Key Concepts & Keywords: Gorgias Rules, ticket automation, auto-close, auto-tag, out-of-office (OOO) replies, non-support tickets, social media, Instagram, Shopify, PayPal, notifications, ticket filtering.

Urgent ticket Rule best practices

Main topic & features: Gorgias Rules, Views. Automated ticket identification, management, and routing. Features include Rule setup, View filters, and auto-tagging. Questions/problems answered: How to identify and prioritize urgent customer tickets (e.g., cancellations, frustrated customers)? How to recognize and manage VIP/loyal customer tickets with special attention? How to create custom workflows for specific ticket types? Key concepts & keywords: Urgent tickets, VIP shoppers, loyal customers, auto-tag, ticket priority, rule conditions, view filters, workflow automation, customer service, ticket segmentation, customer support.

Auto-Tag common Rule templates

Main topic & feature names: Gorgias Rules for automatic ticket tagging. Features: Primary Categories, VIP customers, Social sentiments, Returns/Exchanges, Discount/Promo, Business hours, Internal note mentions, Feedback, Social Media (questions, sentiment, leads), Shopify (shipping scenarios, potential customers), Recharge (subscription changes), Automate (Order Management). Questions/problems answered: How to automatically classify support tickets? How to categorize tickets by topic, customer type (VIP), sentiment, request type (returns, discounts, feedback), channel (social media), time (business hours), and e-commerce platform data (Shopify orders, Recharge subscriptions, Automate actions)? Key concepts & keywords: Gorgias, Rules, automation, ticket tagging, workflow, customer service, support, Shopify, Recharge, Automate, VIP customers, sentiment analysis, social media, returns, exchanges, discounts, business hours, internal notes, feedback, orders, subscriptions.

Auto-tag Rule best practices

Main topic: Gorgias Rules for automating ticket tagging and organization. Features: Rules, Tags, Views, auto-assign, Klaviyo integration. Answers: How to automate ticket management and workflow. Solves problems like: Auto-assigning "cancel order" tickets. Tagging "urgent order edit" requests. Tagging tickets based on integration/brand (multi-brand support). Identifying and tagging tickets by customer language. Auto-tagging Facebook/Instagram comments for sorting. Excluding automated emails from Klaviyo segments. Key concepts/keywords: Rules, Tags, ticket automation, workflow management, agent assignment, ticket organization, cancel orders, order edits, multi-brand, language detection, social media, Klaviyo.

Automate return request emails (deprecated)

Main Topic/Feature: Autoresponder Rules, "Automate return request emails" template, AI Agent (replacement). Questions/Problems: How to set up and use the deprecated Autoresponder Rule to automatically respond to return requests with a return portal URL. Covers requirements and feature deprecation timeline (no new accounts after Sep 2024; ends Jan 2026), recommending AI Agent for Shopify stores. Key Concepts/Keywords: Deprecated, autoresponder, return request, return portal, AI Agent, automation, integration, Gorgias rules, Shopify, BigCommerce, Magento.

Auto-close Rule best practices

Main Topic/Features: Gorgias Rules, Auto-close tickets, Mentions auto-close Rule (Instagram), Facebook auto-close Rule, Auto-close notifications, Auto-close tickets from specific users. Answers: How to automatically close irrelevant tickets, reduce Views clutter, manage social media noise (giveaways, Instagram mentions, Facebook comments), auto-close payment notifications, and block/close tickets from specific users. Key Concepts/Keywords: Rules, auto-close, tickets, Views, Instagram, Facebook, mentions, comments, notifications, user, message body, intents, @ symbol, no space condition, other/no reply.

Auto-Reply common Rule templates

Main Topic/Features: Gorgias Rules, Autoresponder, Ticket Tagging, Shopify Order Status, Preorder replies, Returns portal, Cancellation requests, Order Management, Macros. Answers: How to automate replies & tag tickets for new emails, outside business hours, Shopify order status inquiries (tracking, processing, no order, preorders), returns (return portal links via chat), and cancellations (requesting info via chat). Keywords: Gorgias automation, auto-reply, automatic tagging, Shopify, order status, tracking, returns, cancellations, customer support, email, chat, business hours, macros, ticket closure.

Send tracking information email (deprecated)

Main topic/feature: Autoresponder Rules (deprecated), "Send tracking information email" rule, AI Agent. Answers: How to automate "Where is my order?" (WISMO) requests, how to set up/configure the "Send tracking information email" autoresponder in Gorgias, understanding Autoresponder Rule deprecation (post-Sept 2024 for new accounts, Jan 2026 for existing), and the recommendation to use AI Agent for Shopify brands. Keywords: Deprecated, autoresponder, rules, automation, auto-reply, WISMO, tracking information, shipping status, Shopify, AI Agent, ticket intent, permissions, Gorgias Order Management, customer service.

Auto-reply Rule best practices

Main Topic & Feature Names: Gorgias Rules, auto-reply, auto-response, business hours, Shopify variables, Intents, snooze delay, automated follow-up. Questions or Problems Answered: How to set up automated responses for customer availability, FAQs, and order tracking. How to use auto-replies during/outside business hours. How to provide order status & tracking info using Shopify variables. How to automate internal communication with notes & Intents. How to auto-reply or close tickets after a snooze delay. Key Concepts & Keywords: Rules, auto-reply, auto-response, automation, business hours, Shopify, tracking number, order status, internal note, Intents, snooze, ticket management, customer support.

Customize Help Center appearance

Main topic/features: Gorgias Help Center appearance customization: Branding, Theme, Layout, Banner, Category settings. Features include Brand name, Logo, Favicon, light/dark theme, default font, icon/hover color, 1-page/card layout, Search bar, Banner title/background, and category images. Answers: How to personalize your Help Center's look; update branding (logo/favicon dimensions); set themes and fonts (custom fonts, clear formatting); choose article display layouts (1-page vs. card, multi-level category limitations); configure the banner; and add images to categories with size/aspect ratio recommendations. Keywords: Help Center customization, appearance, branding, logo, favicon, theme, fonts, layout, banner, categories, 1-page layout, card layout, search bar, images, Gorgias.

Customize Help Center preferences

Main topic & features: Gorgias Help Center language and SEO configuration. Features include Available/Default languages, Meta Title, Meta Description, Search Engine Preview. Answers: How to set up multilingual Help Centers, how Gorgias handles language detection, which languages are supported, and how to optimize Help Center content for search engines (SEO). Key concepts & keywords: Help Center languages, multilingual, default language, SEO, search engine optimization, Meta Title, Meta Description, Preferences tab, tracking links.

Customize the Help Center domain

Main topic and feature names: Custom domain setup for Gorgias Help Center URL. Questions or problems this article answers: How to set up a custom branded URL (e.g., help.yourbrand.com) for your Gorgias Help Center. How to replace the default Gorgias Help Center URL. Steps to configure DNS settings and CNAME records with your domain provider. Key concepts and keywords: Custom domain, Help Center URL, CNAME record, DNS settings, domain provider, subdomain, brand identity, Gorgias, `clients.gorgias.help`, Shopify.

Advanced Help Center customization

Main topic/features: Gorgias Help Center HTML customization, custom header/footer, Extra HTML feature. Questions/problems: How to customize Help Center appearance (header, footer, scripts, styles) using HTML/CSS/JavaScript. How to inject custom `<head>` and `<body>` elements using Extra HTML. Explains language-specific customization. Requires technical background. Key concepts/keywords: HTML, CSS, JavaScript, scripts, styles, header, footer, custom, Help Center, settings, technical, `<head>`, `<body>`, `<script>`, `<style>`, `<meta>`, language.

Common HTML customization examples

Main topic & feature names: Gorgias Help Center customization, Custom Fonts, Logo Hyperlinking, Custom Sidebar, UI Text/Element Modification, Contact Card Timezone, Shopify Integration. Questions or problems this article answers: How to apply custom fonts to the Help Center (primary, specific elements, or article body)? How to hyperlink the Help Center logo or modify contact card timezone? How to hide the contact button or change "Contact us" text to "Email us"? How to implement a custom sidebar or redirect visitors from Shopify to the Help Center? Key concepts and keywords: Custom HTML, CSS, JavaScript, stylesheet, `HelpCenter.setLogoLink`, `timezone-abbr`, `ghc-footer-contact-page-link`, `.fr-view`, `DOMContentLoaded`, Extra HTML, Shopify theme settings.

Customize embedded Help Centers

Main topic/features: Gorgias embedded Help Center customization, including fixed width, background color, and page titles. Answers: How to customize the visual appearance of an embedded Help Center; changing its fixed width, modifying its background color, and removing page titles. Keywords: Gorgias, Help Center, embed, customize, CSS, width, background, page titles, Shopify, theme.liquid, Extra HTML, `data-gorgias-help-center-uid`, `ghc-main-wrapper`, `main-page-title`.

Cookie Management

Main topic/features: Help Center cookie management, GDPR compliance, custom code, `Add extra HTML` toggle. Answers: How to install a cookie manager in your Help Center; ensuring GDPR compliance; identifying the `__cf_bm` cookie; where to add custom scripts/code to the Help Center's `<head>` section. Key concepts/keywords: cookie manager, GDPR, compliance, Cloudflare, `__cf_bm`, custom code, scripts, Help Center settings, `Add extra HTML` toggle, customization.

HTML snippets

Main topic: HTML snippets for custom Gorgias Help Center article formatting. Features: Toggle list, Callouts (tip, warning), Alerts (warning, info, danger, success). Answers: How to add advanced formatting beyond the standard editor, implement interactive toggles, styled callouts, and various alert types using direct HTML in articles. Key concepts: HTML snippets, code view, Gorgias Help Center articles, custom formatting, visual elements, `details` tag, `div` classes, rich text editor limitations.

Macros: Add actions to macros

Gorgias Macro Actions, Default macro actions, Shopify actions, Recharge actions, Macros. How to add, configure, and use actions within Gorgias macros to automate ticket management (e.g., tags, priority, status, assignment) and integrate with Shopify/Recharge (e.g., refunds, cancellations). Explains action execution, troubleshooting failed actions, and using multiple macros. Macro automation, ticket workflows, customer support, Shopify, Recharge, integrations, tags, priority, status, assign agent, HTTP hook, ticket lifecycle, helpdesk.

Use variables in macros

Main Topic/Features: Macros, Variables, Auto-population, Customer data, Ticket data, Ecommerce integrations (Shopify, BigCommerce, Magento 2, WooCommerce), Back-office integrations. Answers: How to add variables to Gorgias macros for dynamic content and auto-populate customer/ticket information. How to find and use specific variable types (ticket, customer, date, Shopify, BigCommerce, Magento 2, WooCommerce, custom back-office data). How to format dates within variables. Explains requirements for using variables. Keywords: Variables, Macros, Dynamic content, Automation, Personalization, Customer data, Ticket data, Ecommerce, Shopify, BigCommerce, Magento 2, WooCommerce, Back-office, HTTP integration, Datetime format, Auto-populate.

HTTP, LoyaltyLion, and Klaviyo Actions

Main topic and feature names: Gorgias HTTP Actions, Macros, webhooks. LoyaltyLion integration, Klaviyo integration. Questions or problems this article answers: How to award points to a customer in LoyaltyLion using a Macro. How to add a customer to a Klaviyo list using a Macro. How to configure HTTP hooks for external service interactions. Key concepts and keywords: HTTP hook, POST request, Authorization Basic, API key. LoyaltyLion points, merchant ID, Klaviyo subscribe URL. Customer email, `application/x-www-form-urlencoded`, external actions.

Create rules to take automatic actions on tickets

Main Topic: Rules Feature Names: Rules, Rule Templates, WHEN/IF/THEN builder, AND/OR/ELSE conditions Questions/Problems: How to automate ticket actions? How to create rules? How to use templates? How to build complex rules? How do rules execute? Key Concepts: Automation, Triggers, Conditions, Actions, Workflow, Ticket management, Auto-replies, Tagging, Assignment, Spam, Execution order, Admins, Leads, Helpdesk plans, Stores, Integrations. Keywords: Rules, Automation, Tickets, Triggers, Conditions, Actions, Workflow, Templates, WHEN, IF, THEN, AND, OR, ELSE, Execution, Order, Gorgias.

Customers 101

Main topic and feature names: Gorgias Customer profiles, Customers page, Customer creation methods, Customer search. Questions or problems this article answers: How are customer profiles created (imported from integrations, manually, automatically from tickets)? How to view all customers in Gorgias? How to search for customers by name or email? Can customer data be imported via CSV/Excel? (No, not directly). Key concepts and keywords: Customer, profile, customers page, create, view, search, import, automatic, manual, Shopify, integration, ticket, agent, contact information.

Gorgias Convert 101

Main Topic: Gorgias Convert add-on for ecommerce brands. Feature Names: Convert, Light Campaigns, Advanced Triggers, Campaign Library, Exit Intent. Questions/Problems Addressed: What is Convert? How does it work? How to increase website conversion rates and revenue. How to offer personalized support and recommendations. Compatibility with Shopify, headless stores, and other platforms. Impact on website performance (loading speed). Campaign attribution and click counting. Troubleshooting campaign display issues (business hours, ad-blockers, out-of-stock). Key Concepts/Keywords: Onsite campaigns, website conversion, customer experience, revenue, proactive engagement, VIP support, personalized recommendations, promotions, Shopify, segmentation, triggers, Chat widget, Automate, bounce rate, headless stores, Magento, BigCommerce, attribution, clicks, business hours, ad-blockers, product cards.

How you're billed for using Gorgias

Main topic and feature names: Gorgias billing, usage fees, Helpdesk, AI Agent, Voice, SMS. Also covers Flows, Order Management, Article Recommendations, search assist, AI FAQs. Questions/problems this article answers: How Gorgias calculates usage fees (per ticket, outcome-based for AI Agent); what constitutes a billable helpdesk ticket, automated interaction, Voice ticket, and SMS ticket; what are overage fees and how to avoid them; how to monitor usage; how merged and split tickets affect billing; details on legacy pricing models. Key concepts and keywords: usage, billing, fees, tickets, AI Agent, automation, helpdesk, Voice, SMS, billable events, overage, pricing, monitor usage, legacy pricing, merged tickets, split tickets, ticket fee, automation fee.

Macros: Create and manage macros

Main topic & features: Gorgias Macros, Shopify integration, Workflows, Macro actions. Answers: How to create, edit, duplicate, archive, or delete Macros; applying automated responses & ticket actions, including Shopify order actions (cancel, refund, duplicate, edit); Macro management permissions; troubleshooting Macro errors & recommendations. Keywords: Macros, automated responses, standardized replies, ticket actions, Shopify orders, Gorgias Helpdesk, customer service automation, workflow management, quick replies, helpdesk efficiency.

Manage Gorgias ticket fields

Main topic/features: Gorgias Ticket fields (custom properties), Conditional fields, Dropdown (nested values), Number, Text, Yes/No field types. Answers: How to create, edit, manage, archive ticket fields; set mandatory/optional status; implement conditional visibility; collect specific ticket data for reporting. Keywords: Data collection, organization, custom fields, conditional logic, workflows, admin, agents, Gorgias helpdesk.

Manage stores in Gorgias

Main topic: Gorgias Store Management for e-commerce platforms. Features: Connect, manage, and delete Shopify, BigCommerce, Magento 2 stores and their associated channels. Answers: How to integrate e-commerce stores, update store-specific settings (Shopify customer notes sync, customer matching), remove store connections, and manage channels per store. Explains who can manage stores and where to find the store management page. Keywords: Connected stores, e-commerce integration, Shopify, BigCommerce, Magento 2, channels, customer notes, customer matching, admin, settings, delete store, add new store, store management page.

Tags 101

Main topic and feature names: Gorgias Tags, Ticket Management, Workflow Automation Features: Add Tag, Remove Tag, Bulk Apply, Rules, Reset Tag, Merge Tags Questions or problems this article answers: How to add/remove tags from tickets (individually, in bulk, or via Rules). How to automate tag application and removal using Rules. The difference between 'Reset Tag' and 'Add Tag' actions in Rules. What happens when merging tags. Whether the tag display area in the ticket interface can be edited. Key concepts and keywords: Gorgias, tags, tickets, customer support, automation, rules, workflow, sorting, add, remove, bulk, merge, Reset Tag, ticket interface, organize tickets.

Tickets Sidebar 101

Main Topic: Tickets Sidebar organization, Views, and Sections. Feature Names: Default Views, Custom Views, Shared Views, Private Views, Live Chats, Tickets panel. Questions/Problems: How to organize ticket sidebar, manage default views, understand views vs. sections, handle real-time messaging, create custom views, troubleshoot deactivated views. Key Concepts: Filtered ticket groups, collapsable sections, workflow streamlining, admin controls, dynamic ticket organization, real-time messaging prioritization. Keywords: Sidebar, Views, Sections, Tickets, Default, Custom, Shared, Private, Live Chats, Organization, Filters, Workflow, Admins, Agents.

Add or change your payment method

Main topic: Managing Payment Methods Feature names: Billing & usage, Payment Information, Credit Card, ACH debit, Pay via Shopify Questions answered: How to add/change payment methods for Gorgias subscription, what payment options are available (Credit Card, ACH debit, Shopify), how to pay with a US bank account (ACH), how taxes are applied. Key concepts: subscription payment, billing, payment options, credit card, bank account, ACH debit, Shopify billing, taxes. Keywords: payment method, add payment, change payment, billing, subscription, credit card, ACH, bank account, Shopify, taxes.

Create a customer

Main topic/features: Manually adding customers in Gorgias; Customers section, Add Customer feature. Answers: How to create new customer profiles, enter contact details (name, email, phone), and add notes in Gorgias. Clarifies that Gorgias customer creation does not sync to Shopify. Keywords: Add customer, create customer, new customer, customer profile, Gorgias customer, customer details, Shopify sync.

Default Tags

Main Topic/Features: Gorgias Default Tags, Ticket Tags Answers: What are the standard/pre-set tags in Gorgias? Which tags come with a new Gorgias account? How to identify common customer support tags? Can default tags be deleted? Key Concepts/Keywords: Default Tags, pre-set tags, standard tags, built-in tags, Gorgias Tags, ticket classification, customer support, tag list, delete tags, auto-close, cancel order, damaged, refund, order status.

Report on satisfaction survey CSAT results

Main topic/features: Gorgias Satisfaction Survey Statistics; `Statistics -> Support Performance -> Satisfaction` section; filters by integration, channel, score, agent, Tag, date range. Answers: How to view and analyze customer satisfaction survey data, measure support quality (surveys sent, response rate, average scores), track individual agent performance, see customer ratings/comments, and filter results. Key concepts/keywords: Customer satisfaction (CSAT), survey results, support performance, agent metrics, customer feedback, response rate, average scores, filter data, date range (by survey sent date).

Rules FAQs

Main Topic: Gorgias Rules automation. Features: Rules, Auto-reply, Macros, Tickets. Answers: Rules execution order and triggers (Ticket Created, New Message In Ticket, Ticket Updated, Ticket Assigned, Ticket Snooze Delay Ends). Auto-reply logic (G Suite groups, frequency, single trigger, social media, internal notes). Macro compatibility issues (Shopify, ReCharge, webhook actions). Rule limit (70). Shopify customer data condition. Troubleshooting generic notification rules. Rule case-sensitivity (IS/IS NOT). Time-based rule limitations. Keywords: Rules, execution order, triggers, auto-reply, Macros, Shopify, ReCharge, G Suite, mailing list, spam, customer data, Rule limit, case-sensitive, Ticket Snooze Delay Ends.

Tickets Panel

Main topic and feature names: Gorgias Tickets panel, ticket preview, ticket management, ticket status indicators, personalized ticket sorting. Questions or problems this article answers: How to view and manage tickets efficiently without leaving the current one? What do the blue (customer message), grey (agent message), and red dot (unread) icons mean? How to sort tickets by creation date, last message, or last received message? How to enable/disable the Tickets panel and set individual sorting preferences? Key concepts and keywords: Tickets panel, ticket management, ticket preview, ticket status, unread messages, new messages, agent messages, customer messages, ticket sorting, left sidebar, sorting preferences, Gorgias.

Change your billing frequency or billing date

Topic: Billing frequency, billing date, subscription management Features: Billing & usage, Payment information, Change Frequency, Update subscription Questions/Problems: How to change billing from monthly to yearly? How to change billing date? What happens after changing billing frequency/date (proration)? Keywords: Monthly, Yearly, Subscription, Billing cycle, Prorated, Shopify, Payment, Settings, Gorgias products

Create, edit, or delete Tags

Main topic & features: Managing Tags in Gorgias. Features: Create Tag, Edit Tag, Delete Tag. Questions/problems answered: How to create, edit (name, description, color), and delete tags. Explains which user roles (Admins, Lead agents) can manage tags. Addresses why a tag may not be deletable (if used in a Rule). Key concepts & keywords: Tags, Gorgias, create, edit, delete, manage, admin, lead agent, settings, productivity, rules, permissions.

Edit a customer

Main topic & features: Editing customer profiles in Gorgias. Features: Customer settings page, customer sidebar (within a ticket), Shopify customer data sync. Answers: How to update a customer's name, email, phone number, and internal notes in Gorgias. Clarifies the one-way sync behavior between Gorgias and Shopify customer profiles (Shopify updates Gorgias, but Gorgias changes do not update Shopify). Key concepts & keywords: Edit customer profile, update customer information, customer details, Gorgias, Shopify sync, one-way sync, customer settings, ticket sidebar, name, email, phone, note.

Import dropdown values from a CSV file

Main Topic & Features: CSV Import for Dropdown Options (Ticket Fields, Customer Fields). Feature: "Import From CSV". Supports hierarchical dropdowns. Questions/Problems Answered: How to import multiple dropdown options for custom fields, create nested/hierarchical selections, use the correct CSV format/template, and understand import limitations. Key Concepts & Keywords: CSV import, dropdown options, Ticket Fields, Customer Fields, custom fields, hierarchy, nested options, file format, UTF-8, template, duplicates, 2000 values, 5 levels.

Manage views and sections in Gorgias

Topic: Ticket Organization, Workflow Management Feature Names: Views, Sections, Default Views, Shared Views, Private Views, Filters Questions/Problems: How to organize tickets in Gorgias? How to streamline ticket workflows? What are the different types of views (default, shared, private)? Who can create/manage views and sections? How to create, edit, delete, or order views/sections? How to manage visibility settings for shared views? How to add views to sections? Keywords: Tickets, inbox, helpdesk, organize, workflow, manage, create, edit, delete, default, shared, private, section, filter, admin, lead, agent, permissions, visibility.

Send Customer Satisfaction (CSAT) surveys

Main Topic/Features: Customer Satisfaction (CSAT) survey, satisfaction survey. Answers: How to enable/disable CSAT surveys; configure survey message, sending delay, and applicable ticket types; understand specific sending conditions (e.g., message length, agent reply, channel); survey behavior with snoozed, merged, reopened, or deleted tickets; customer rescoring; survey expiration; multi-language limitations; "Rate your conversation" text editing; and billing. Keywords: CSAT, Customer Satisfaction, survey, enable, disable, configure, settings, workflows, tickets, delay, message, variables, admin, FAQ, conditions, email, chat, contact form, help center, merge, rescore, expire, billable.

Set up Convert

Main topic: Gorgias Convert installation and setup. Features: Quick installation for Shopify, Manual install, Chat integration. Answers: How to set up Gorgias Convert. Installation steps for Shopify (standard & headless) and other e-commerce platforms (Magento, BigCommerce, WooCommerce). How to add the manual install script. Unlocking triggers and understanding limitations for headless Shopify stores. Keywords: Setup, install, Gorgias Convert, Shopify, headless, e-commerce, manual install, script, code editor, triggers, product tags, add to cart, product cards, AI recommendations.

About Managed Ticket Fields

Main topics/features: Managed Ticket Fields, Suggested Ticket Fields, AI Ticket Fields, AI Agent, Contact Reason, Resolution, Product, AI Intent, AI Agent Outcome, AI Agent Sales Opportunity, AI Agent Sales Discount. Answers: What are Gorgias's default managed ticket fields? How to customize or archive suggested ecommerce fields (Contact Reason, Resolution, Product). Which fields are essential for AI Agent functionality (AI Intent, AI Agent Outcome, AI Agent Sales Opportunity, AI Agent Sales Discount) and cannot be edited. Keywords: managed ticket fields, default, ecommerce, AI Agent, customize, edit, archive, data collection, reporting, analytics, Admin permissions.

Best practices and templates for Views

Main Topic & Features: Gorgias Views customization, filters. Discusses Order-based, Social Media, Language-specific, Tag/Assignment, Channel-specific, and SLA Views. Questions/Problems Answered: How to customize ticket grouping, manage workflow effectively, align support teams (e.g., by language or type), prioritize tickets (social, live channels), and track by response time. Key Concepts & Keywords: Views, filters, tickets, workflow, agents, teams, customization, social media, language, channel, tags, SLA, ticket management, prioritization.

Change your billing address and tax info

Main Topic/Features: Billing Information, VAT/GST Number Management, Billing & usage page, Payment information settings. Answers/Problems: How to update billing address/details; How to add/change VAT, GST, or other Tax IDs; Reasons for billing info (invoices, fraud prevention, tax compliance); User permissions (Admin only). Key Concepts/Keywords: Update billing info, billing address, VAT, GST, tax ID, tax compliance, invoices, payment method, Admin user, Settings, Billing & usage, Payment information.

Delete a customer

Main Topic/Features: Deleting customers in Gorgias, Customers section, Actions dropdown, Delete customers, Search, Advanced search. Questions/Problems: How to delete single or multiple customer profiles. How to locate a specific customer for deletion using search. Keywords: Delete customer, remove customer, customer management, bulk delete, customer list, search customer, advanced search.

Exclude tickets from receiving the Satisfaction survey (CSAT)

Main Topic & Features: Gorgias CSAT survey exclusion. Features include Macros, Rules, and the "Exclude ticket from CSAT" action. Questions/Problems: How to prevent CSAT surveys from being sent to specific tickets, internal users, or VIP customers. Addresses manual and automatic exclusion methods and how to set up these workflows. Key Concepts & Keywords: CSAT, customer satisfaction survey, exclude, prevent, macro, rule, automation, workflow, conditions, actions, tags, channels, customer email, ticket.

Merge or sort Tags

Main Topic & Features: Gorgias Tag Management, Sort Tags, Merge Tags. Questions/Problems Addressed: How to organize and order your Gorgias tags. How to deal with duplicate tags. How to sort tags by usage frequency (most used) or alphabetically. How to change ascending/descending sort order for tags. How to combine two similar or duplicate tags into one, deleting the other. Key Concepts & Keywords: Gorgias, tags, tag management, sort, merge, organizing, reorder, duplicate, combine, delete, usage frequency, alphabetical order, ascending, descending, Tickets column, Tag column, checkboxes, Merge button, Help Center.

Set up a custom domain for Click Tracking

Main topic & feature: Gorgias Convert, Click Tracking, Custom Domains. Answers: How to replace default `link.gorgias.win` shortlinks with a branded custom domain (e.g., `link.yourbrand.com`) for links inserted in Chat campaigns and helpdesk conversations. Solves branding consistency and customer trust issues for tracking links. Key concepts & keywords: Custom domain, branded shortlinks, CNAME record, DNS settings, domain provider, `clients.gorgias-convert.com`, UTM parameters, campaign effectiveness, `link.gorgias.win`, Convert settings, domain management, Shopify DNS.

Contact Reason AI-Powered Suggestions

Main Topic/Features: Contact Reason (managed Ticket Field), AI auto-prediction. Answers: How AI pre-fills Contact Reason based on customer messages; why predictions might not appear (lack of labeled tickets); how to improve AI accuracy by interacting with suggestions and ensuring sufficient historical data. Key Concepts/Keywords: Ticket field, e-commerce, AI, machine learning, auto-fill, prediction, accuracy, labeled tickets, historical data, customer contact, order inquiries, refund requests, best practices (customer-centric, distinct, comprehensive reasons).

Create a Convert Campaign

Main Topic/Features: Gorgias Convert campaigns, Shopify integration, Gorgias chat widget, AI Copy Assistant, A/B testing. Answers: How to create, customize, and publish proactive messages (campaigns) to engage Shopify shoppers in real time. How to upsell, cross-sell, provide pre-sales support, or offer discounts. How to define campaign audiences using conditions (shopper behavior, cart contents, customer data, location). How to write effective campaign messages and schedule their publication. Key Concepts/Keywords: Convert campaigns, proactive messaging, real-time engagement, audience conditions, triggers, upsell, cross-sell, pre-sales assistance, discount codes, product recommendations, exit intent, customer behavior, cart value, Shopify customer tags, scheduling campaigns, chat automation.

Merge customers

Main topic/features: Customer profile merging in Gorgias, automatic merge suggestions, manual customer profile merging. Answers: How to combine duplicate customer accounts, consolidate customer data from multiple profiles, manage irreversible merges (with a workaround), and handle Shopify customer data before merging in Gorgias. Keywords: Customer profiles, merge, duplicate accounts, data management, automatic suggestions, manual merge, irreversible, workaround, Shopify integration, ticket history, order history.

Convert triggers glossary

Main Topic & Features: Gorgias Convert Campaign triggers and display filters. Triggers: Behavior (Current URL, Time spent on page, Currently visited product, Number of visits, Time spent per visit, Exit intent), Cart (Product tags added to cart, Amount added to cart), Customer (Shopify Customer Tags, Number of orders placed, Total spent, Products purchased), Other (Business Hours, Visitor location). Display Filters: Delay, Device type, Customers can reply to campaign, Incognito visitors will also see the campaign. Questions/Problems Answered: How to create and target marketing campaigns effectively; how to set conditions for showing campaigns to specific visitors, customer segments, or based on cart contents, time, and location; how to customize campaign display based on device or user engagement. Key Concepts & Keywords: Gorgias Convert, Campaigns, triggers, display filters, customer segmentation, targeting, Current URL, Exit intent, Shopify product tags, Shopify customer tags, cart value, visitor behavior, mobile, desktop, Incognito visitors.

Macro templates

Main Topic/Features: Gorgias Macros, Email & Chat examples. Categories include: Order Status, Order Change/Cancel, Return/Exchange/Refund, Other (for Email); Greetings/Sign-off, Return/Exchange/Refund (for Chat). Answers: How to use pre-written responses for common customer inquiries. Covers diverse scenarios: order updates (shipped, not shipped, delivered issues), changes/cancellations, refunds, returns/exchanges (damaged, instructions), item restock, shipping refunds, and internal escalations. Details macro formatting for email vs. chat, and automated actions like Shopify integrations. Keywords: Macros, customer service, email, chat, templates, order status, shipping, delivery, cancellations, refunds, returns, exchanges, Shopify, variables, ticket automation, support efficiency.

Manage your Gorgias plan, usage, and payments

Topic: Managing Gorgias Billing, Plans, and Usage Features: Billing and usage page, Helpdesk plans, AI Agent, Voice, SMS, Payment Information, Payment History Questions/Problems: How to change or cancel Gorgias plans/add-ons (AI Agent, Voice, SMS)? How to update payment method, billing frequency (monthly/yearly), billing address, and tax information? How to review past invoices and payment history? Who can manage billing details (account owner, admins)? Key Concepts: Subscription management, plan adjustment, add-ons, payment methods, billing cycle, invoices, account settings. Keywords: billing, usage, plan, subscription, cancel, change, update, payment, invoice, account owner, admin, AI Agent, Voice, SMS, Helpdesk, settings.

Manage your profile and preferences

Main topic & features: Gorgias user profile management: personal information (name, email, bio, profile picture), helpdesk preferences (theme, timezone, date format), ticket translation settings, AI macro prediction/suggestions, and call forwarding. Questions/Problems answered: How to edit your Gorgias profile? How to update personal details, change helpdesk theme, set timezone/date format, configure ticket translation languages, manage AI macro options, or enable call forwarding to an external number. Key concepts & keywords: Gorgias, profile, settings, preferences, user, agent, personal info, customize, theme, dark mode, light mode, timezone, date format, translation, language, macro, AI, call forwarding, helpdesk.

Unmerge customers

Main topic: Separating merged customer profiles. Feature: Customer Profiles, Tickets. Answers: How to unmerge two customers, fix incorrect customer merges, split combined customer data, correct ticket assignments for unmerged customers. Keywords: Merged customer, unmerge, separate profiles, customer data, customer profile, tickets, incorrect merge, data separation, duplicate customer, split profiles.

Use Ticket Fields in Rules

Main Topic/Features: Gorgias Rules, Ticket Fields, Set Ticket Field action, Custom Rule. Answers: How to use Ticket Fields as conditions or actions in Rules; How to automatically set Ticket Fields; How to trigger Rules based on Ticket Field values; How to standardize ticket data for improved organization and reporting. Key Concepts/Keywords: Gorgias, Ticket Fields, Rules, automation, conditions, actions, set ticket field, create rule, custom rule, helpdesk, ticket management, reporting.

Cancel a Gorgias subscription

Main Topic: Subscription and add-on cancellation. Feature Names: Billing and usage page, AI Agent, Voice, SMS. Questions Answered: How to cancel a Gorgias subscription or remove add-ons. Who can cancel a subscription (account owner, admin, self-serve, managed accounts). When cancellation takes effect and refund policy. What happens if Gorgias is uninstalled from Shopify. How to reverse a cancellation or contact support for issues. Keywords: Cancel subscription, remove add-on, downgrade plan, Billing and usage, auto-renewal, managed plan, self-serve account, account owner, admin, AI Agent, Voice, SMS, refund, Shopify uninstall, contact us, customer success manager (CSM).

Customer notes

Main topic & feature names: Customer Notes, Shopify Integration, Customer Profile, Ticket Widget. Questions/problems answered: How to add and edit internal customer notes, where to find them (ticket widget, customer profile), how customer notes synchronize with Shopify, viewing customer details (email, phone, location, local time), managing note synchronization with multiple Shopify stores, and handling simultaneous edits. Key concepts & keywords: Internal notes, customer profile, Gorgias, Shopify sync, data overwrite, customer details, `Show Less` button, contact information, local time.

Convert Campaigns templates

Main Topic/Features: Gorgias Convert Campaigns, 12 Pre-built Campaign Templates, "Create Campaign From Library" button Questions/Problems Addressed: How to quickly set up marketing campaigns using predefined templates. How to increase conversion rates (e.g., newsletter sign-ups, cart engagement, exit intent sales). How to boost Average Order Value (AOV) with discounts, free shipping thresholds, and product bundles. How to highlight specific products (e.g., new releases, liquidation, alternatives for sold-out items). How to provide customer help and education via chat, quizzes, or resources. Steps for customizing, translating, and activating campaign templates within Gorgias Convert. Key Concepts/Keywords: Convert, Campaigns, templates, conversion rate, AOV, product promotion, discounts, free shipping, bundles, customer engagement, exit intent, Shopify, admin, message editor, audience settings.

How to download and view your invoices

Main topic: Gorgias invoices, billing, payment history. Features: Billing & usage, Payment History. Answers: How to view/download Gorgias invoices, understand invoice details (base subscription, unit usage, overage charges), resolve failed payments/unpaid invoices, and find invoices if billed via Shopify. Specifies access for Owner/Admin roles and direct billing. Keywords: Invoices, billing, payment history, download, view, subscription, overages, payment failure, unpaid invoices, Shopify billing, Owner role, Admin role, billing contact, payment method.

Organize and search for Macros

Main Topic & Features: Gorgias Macros, Macro Language Assignment, Macro Filtering (by language, by tags), AI-recommended Macros. Questions/Problems Answered: How to efficiently organize and find Macros. How to filter Macros by language for multilingual support, filter by associated tags, and leverage AI for quick reply suggestions. Explains automatic language detection for Macros and handling language-agnostic Macros. Key Concepts & Keywords: Macros, language filter, tag filter, AI recommendations, ticket language, quick replies, multilingual support, agent efficiency, automatic filtering, customer service.

Ticket customer

Main topic/features: Ticket customer identification & management, automatic customer matching, manual customer assignment, customer profile, sidebar. Questions/problems answered: How Gorgias identifies ticket customers (via email). What to do when a customer's email is missing. How to manually link a customer to a ticket. How to view customer details (order history, notes, location, time). Best practices for handling chat customers to avoid splitting conversations. Key concepts/keywords: Ticket customer, customer profile, email address, automatic match, manual set customer, sidebar search, order history, customer notes, merge customer, chat conversation, customer details.

Transfer Gorgias account ownership

Main Topic/Features: Gorgias account owner, transferring ownership, Users settings. Questions/Problems: How to transfer account ownership. What to do if the account owner is unavailable (e.g., left company). Who can initiate an ownership transfer. Key Concepts/Keywords: Account owner, transfer ownership, change owner, assign owner, Gorgias admin, helpdesk, user management, support request.

Common account errors

Main Topic & Feature Names: Gorgias error messages, helpdesk troubleshooting, browser performance, session expired, pk is not a valid integer, unable to fetch. Questions/Problems Answered: How to resolve common Gorgias errors; fix freezing, lagging, or latency; troubleshoot "Your session has expired"; resolve "pk is not a valid integer" when linking from third-party apps; fix "Unable to fetch" errors. Key Concepts & Keywords: Error messages, troubleshooting, helpdesk performance, cache, cookies, hard refresh, incognito mode, whitelisting, browser issues, session expired, third-party apps, web filtering, login page.

Convert Campaign troubleshooting guide

Main Topic/Features: Gorgias Convert Campaigns, Convert report, Chat. Troubleshooting campaign data, display, and engagement. Problems Answered: Why Convert Campaigns show no impressions or data, why campaigns aren't displaying, why campaigns have low impressions or engagement, and issues with campaign discount codes. Key Concepts/Keywords: Troubleshooting, performance data, report filters (store, timeframe), campaign settings, "Display campaigns when chat is hidden", incognito mode, clear cache/cookies, Convert Campaign Bundle installation, Chat installation, Shopify tracking data (headless store), URL triggers, business hours triggers, Shopify-based triggers, campaign engagement strategy, call-to-action (CTA), discount code trackability/functionality.

Import and export Macros

Main Topic/Features: Gorgias Macros import and export. Features: `Import Macros from CSV`, `Export Macros as CSV`. Answers: How to import/export macros, bulk update macros, or migrate macros from other helpdesks. Explains required CSV format (UTF-8, columns: `name`, `body_text`, `tags`, `id`), and how the `id` column affects macro creation or updates. Keywords: Macros, import, export, CSV, UTF-8, tags, name, body_text, id, bulk update, migrate, settings, productivity.

Legacy pricing for Helpdesk and AI Agent subscribers

Main topic & features: Gorgias Helpdesk & AI Agent legacy pricing model. Features: AI Agent, Shopping Assistant, tickets, automated interactions, Rules, Flows, Order Management, Article Recommendation, subscription tiers (Starter, Basic, Pro, Advanced, Enterprise). Questions/problems answered: How Gorgias bills for subscription usage (tickets, automated interactions) on its legacy pricing model. How to determine if your account is on legacy pricing. Differentiates between ticket fees and automation fees. Explains pricing based on subscription tiers and overage fees. Key concepts & keywords: Gorgias billing, legacy pricing, AI Agent pricing, Helpdesk pricing, usage, tickets, automated interactions, Shopping Assistant, subscription tiers, overage fees, billing model, pricing structure.

Set ticket customer

Main topic/features: Set As Customer feature, Chat conversations. Answers: How to associate an existing customer with a ticket or conversation in Gorgias. Steps to use "Set As Customer" via search (name, email, phone, order number). Advises against setting customers during chat to prevent new tickets and split conversations; instead, merge customers in chat. Keywords: Customer identification, customer association, customer linking, chat, tickets, right sidebar, customer search, merge customer, customer data.

Create and manage customer fields

Main Topic/Features: Gorgias Customer fields, custom customer properties, Yes/No, Dropdown, Number, Text field types, Nested dropdown values. Questions/Problems: Explains how to create, manage (edit, reorder, archive), and use customer fields in Gorgias. How to capture unique shopper data for agent context, distinct from ticket fields/tags. Addresses field types, nested dropdowns, and the 4 active field limit. Key Concepts/Keywords: Customer fields, Gorgias, customer profile, custom data, shopper information, agent context, create, manage, edit, archive, reorder, field types, dropdown, nested values, Admin, user permissions, Rules, Macros, Views.

Create winning Convert campaigns

Main Topic & Feature Names: Campaign Strategy Best Practices, Campaign Management, Campaign Optimization. Features/Tools: Exit-Intent Campaigns, A/B Testing, Product Cards, Hyperlinks, Google Analytics, Shopify insights. Questions/Problems Addressed: How to design effective campaigns to achieve business objectives (e.g., reduce cart abandonment, increase AOV, educate customers, lower bounce rates, raise product awareness). How to understand shopper behavior, maximize campaign reach, drive meaningful interactions, and continuously monitor & improve performance. Key Concepts & Keywords: Campaign objectives, customer education, average order value (AOV), cart abandonment, bounce rates, product awareness, shopper insights, segmentation, clear messaging, Call-to-Action (CTA), mobile optimization, exit-intent, campaign timing, analytics, A/B testing, performance tracking, data-driven insights, conversion.

Macro preferences

Main Topic & Features: Gorgias Macro display settings, AI Macro prediction, AI Macro suggestions, Display macro search view by default. Questions/Problems Answered: How to customize Macro visibility, enable/disable AI-powered Macro features, set default Macro search view. Explains AI Macro prediction (auto pre-select) and suggestions (display in tickets). Key Concepts & Keywords: Macros, AI, prediction, suggestions, search view, user profile settings, display options, automation, ticket reply, efficiency.

Unique Shopify discount codes in Campaigns

Main topic & Features: Unique Shopify discount codes, Gorgias Convert Campaigns, Discount code generator. Answers/Problems: How to prevent discount code misuse & sharing. How to track campaign success. How to create urgency (48-hour expiration) & motivate customers. How to make offers enticing/relevant for individual shoppers. How to target specific customer segments. Guides on generating and managing unique codes within Gorgias and Shopify. Key concepts/keywords: Unique discount codes, Shopify, Gorgias, Convert Campaigns, discount code, expiration, misuse prevention, success tracking, customer motivation, urgency, customer targeting, code management.

Use A/B split tests to create effective campaign messaging

Main Topic/Feature: Gorgias Convert A/B testing. Features: campaign variants, control variant, Test Settings, Performance dashboard. Answers: How to compare different campaign messages and optimize engagement/conversion rates. Steps to create, set up, run, and review A/B tests for Convert campaigns. Includes requirements and best practices. Keywords: A/B test, Convert campaigns, variant, control, messaging, optimize, performance, create, run, stop, winner, best practices, data-driven, engagement, conversion rate, requirements, Admin.

Use Convert campaigns to recommend products to shoppers

Main Topic & Features: Gorgias Convert campaigns, Insert Shopify product, AI product recommendations, dynamic product recommendation. Answers: How to add visual Shopify product cards to Convert campaign messages. How to use AI for automated product recommendations (based on browsing/purchase history, out-of-stock alternatives, new arrivals). Addresses AI logic, requirements, and fallback scenarios. Key Concepts & Keywords: Convert, campaigns, Shopify products, product cards, AI recommendations, dynamic recommendations, upsell, cross-sell, e-commerce, customer engagement, out-of-stock.

Add an email capture form to your Convert campaign

Topic: Convert Email Capture Form Features: Email Capture Form, Convert Campaigns, Shopify Integration, Privacy Policy Disclaimer, Thank You Message, Custom Tags Questions/Problems: How to collect customer emails for marketing? How to add an email capture form to a Convert campaign? How to save collected emails in Shopify? How to customize the form and thank you message? How to add a privacy policy to email forms? What are the requirements for using email capture forms? What happens with duplicate profiles or resubscriptions? How are billable clicks counted with forms? Keywords: email capture, lead generation, Convert, campaign, Shopify, customer profiles, email marketing, privacy, opt-in, tags, discount codes.

Create gift card in Shopify

Main Topic & Features: Create custom Shopify gift cards directly from Gorgias. Features: Gorgias Macros, HTTP Hook, Shopify Developer App, Shopify Admin API, Shopify Plus. Answers: How to generate unique gift card codes and set their value in Shopify from Gorgias. How to configure Shopify API permissions (read/write Discounts, Gift cards, Price rules) and set up a Gorgias Macro with an HTTP Hook for automated gift card creation. How to obtain and use Base64 authentication for API calls. Keywords: Gorgias, Shopify, Gift cards, Macros, Shopify Plus, API integration, HTTP Hook, API key, Base64 authentication, custom gift codes, automation, developer app, Admin API scopes.

Auto-close Spam emails

Main Topic: Automated Non-Support Ticket Handling Feature Names: Rule, Email exclusion list, Always apply list Questions/Problems Addressed: How to automatically close and tag non-support related email tickets. How to filter out unwanted emails from the ticket queue. How to manage tickets from "no-reply" or other non-customer service addresses. Key Concepts/Keywords: Rule, Automation, Ticket Management, Email Filtering, Non-Support Tickets, No-Reply, Intent, Exclusion List, Workflow, Efficiency, Inbox Management.

Manage the frequency of Convert campaigns on your store

Main Topic & Features: Gorgias Convert campaign frequency settings, store-level limits (Maximum campaigns in 24 hours, Minimum time between campaigns), and campaign-level limits (Maximum campaign display in a session, Time required between campaigns). Answers: How to control how often shoppers see Convert campaign messages, prevent overlapping messages, ensure a cohesive shopping experience, set display limits, and prioritize campaigns to show when multiple conditions are met. Key Concepts & Keywords: Convert campaigns, message frequency, display limits, campaign optimization, customer experience, campaign prioritization, exit intent, discount codes, forms, chat.

Review your Convert campaign performance

Main Topic/Features: Gorgias Convert Campaign Performance report, Campaign report, Orders tile, Download All Orders. Questions/Problems: How to review Gorgias Convert campaign effectiveness and revenue? How to access and navigate the performance report? How to interpret key metrics (impressions, engagements, orders, revenue)? How to identify successful campaigns and optimization opportunities? How to view detailed order data from campaigns and download it (CSV)? How Gorgias attributes revenue to Convert campaigns. Key Concepts/Keywords: Convert campaigns, campaign performance, revenue, impressions, engagements, orders, click-through rate, conversion rate, revenue attribution, data download, CSV export, filter, date range, discount codes, product recommendations.

Rules 101

Main Topic: Gorgias Rules automation. Feature Names: Rules, IF/THEN statements, Variables, Date format. Questions/Problems Answered: How do Rules automate tasks? How to correctly structure long Rules with multiple conditions. How to use common variables in Rules. How to format dates for Rule conditions. Why a specific Rule might not work as intended (nested IF statements). Key Concepts & Keywords: automation, triggers, actions, tagging tickets, responding to questions, WHEN/THEN, nesting, indentation, date conditions, datetime, Aircall, channels, `weeks (w)`, `days (d)`, `hours (h)`, `minutes (m)`, `seconds (s)`.

Convert pricing

Main Topic: Gorgias Convert Pricing & Auto-upgrade Features: Gorgias Convert, Auto-upgrade, Convert Statistics Dashboard Questions/Problems: How is Gorgias Convert priced? How to subscribe to Gorgias Convert? What is auto-upgrade and how does it work? How to manage auto-upgrade settings (enable/disable)? How am I billed for auto-upgrades? Will I stay on an upgraded plan? Is auto-downgrade available? Key Concepts/Keywords: Convert pricing, click-based billing, conversion rate, sales, subscription, plans, tiers, auto-upgrade, pro-rated, billing period, downgrade, Helpdesk pricing, campaigns, statistics, Settings -> Account -> Billing & Usage.

Subject line Rules for the Help Center Contact Form

Main Topic/Features: Help Center Contact Form, Rules, auto-tag, auto-assign, auto-reply, Macros. Questions/Problems Answered: How to customize Help Center Contact Form subject lines. How to create Rules to automatically tag, assign, or reply to tickets based on custom subject lines. How to use Macros for automated replies. Key Concepts/Keywords: Contact Form, Rules, Subject Lines, Auto-tagging, Auto-assignment, Auto-reply, Macros, Ticket Management, Automation, Help Center.

Manage users in Gorgias

Main topic & feature names: Gorgias user account management (add, create, delete, edit users), changing user roles. Questions or problems this article answers: How to add/invite, remove/delete, or edit user profiles. How to change user roles and permissions. What happens to tickets and analytics upon user deletion. Troubleshooting "email already in use" errors. Explains admin requirements and account ownership transfer. Key concepts & keywords: User, account, admin, roles, permissions, create, add, delete, remove, edit, manage, invitation, settings, email, tickets, analytics, 2FA, ownership.

Teams 101

Topic: Gorgias Teams feature for user organization. Answers: How to group users into Teams for efficient ticket routing, especially for multi-brand accounts. Explains using Teams for statistics, assigning Views, and applying Rules (including auto-assign). Keywords: Gorgias, Teams, user groups, ticket assignment, multi-brand, statistics, views, rules, auto-assign, workflow, organization.

Create a team

Main Topic/Feature: Creating a Team, Teams feature. Answers: How to create a new team; steps to set up a team in Gorgias; how to add users to a team; where to find team settings. Key Concepts/Keywords: Team, create, new team, settings, account, add users, team name, team description, team emoji, team management, auto-assignment.

Delete a team

Main Topic/Features: Deleting Teams, Gorgias Teams functionality. Questions/Problems: How to delete an existing team in Gorgias. Key Concepts/Keywords: delete, team, remove, Gorgias, Settings, Users & Teams, team management.

Add and remove users from a team

Main topic/features: Gorgias Teams management; Add user to team, Remove user from team functionalities. Answers: How to add a user to a specific team, how to remove a user from a team. Clarifies that users can be assigned to multiple teams and that removing a user from a team does not delete their overall user profile. Key concepts/keywords: Teams, users, team member, add team member, remove user, delete user profile, Settings, Users & Teams.

Login Issues

Main Topic/Features: Gorgias login troubleshooting, SSO (Google/Microsoft 365), Two-Factor Authentication (2FA), mobile app, desktop browser, cache & cookies, password reset. Problems Answered: How to fix login issues on desktop & mobile, including SSO password recovery, resolving 2FA problems (Admin reset token), clearing browser cache/cookies, and fixing "Too many login attempts" errors. Key Concepts/Keywords: Login issues, troubleshooting, password reset, SSO, 2FA, authenticator app, cache, cookies, mobile login, desktop login, "Too many login attempts", Gorgias.

Driving successful A/B test results

Main topic/features: A/B testing, Onsite Campaigns. Answers: How to conduct A/B tests using Campaigns, define A/B test objectives, measure Campaign effectiveness on conversion rates, and implement Campaign best practices. Key concepts/keywords: A/B testing, Campaigns, conversion rates, average order value, sales uplift, objectives, metrics, best practices, target audience, content, placement, Call to Action (CTA).