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.
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.
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.
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.
Merge customers
Main Topic: Merge Customer Profiles Feature Names: Automatic Merge Suggestion, Manual Merge, Customer Sidebar Questions Answered: How to combine duplicate customer profiles? How to use Gorgias' automatic merge feature? How to manually merge customer profiles? What happens if a merge suggestion is incorrect? How to merge customers with Shopify order history? Is merging irreversible? Key Concepts & Keywords: Customer merging, duplicate profiles, data consolidation, customer management, Gorgias, Shopify, unmerge workaround, automatic suggestions, manual merging, customer sidebar, ticket history, order history.
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.
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.
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.
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
Topic: Gorgias Customer Fields Features: Customer Fields, Yes/No, Dropdown, Number, Text, Nested Dropdown Values, Archive, Reorder, Edit Questions/Problems: How to create, manage, and use customer fields? What types of customer fields are available? How to add nested values to dropdowns? How to edit or archive customer fields? Keywords: Customer data, customer profiles, agent context, custom fields, data capture, customer information, VIP, membership, dates, measurements, notes, ticket-to-ticket context.