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`, `<script>` 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
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.