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.
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.
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.
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.
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.
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.
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.
Attentive SMS Marketing
Main topic and feature names: Attentive SMS Marketing integration for Gorgias. Features: Support Confirmation, Autoresponder, Attentive Tag, ticket creation, customer information merging, agent signature removal (stripped text). Questions or problems this article answers: How to set up and configure the Attentive integration in Gorgias. How to enable and use Support Confirmation (keywords, auto-responder, resolution messages). How to manage Attentive tickets (snooze, close) with Support Confirmation. How to create Views and Rules for Attentive tickets using the Attentive Tag. Troubleshooting: missing messages, images, direct replies from Attentive not syncing, removing email signatures/historical messages. Can multiple Attentive accounts connect to Gorgias? Key concepts and keywords: Attentive, Gorgias, integration, SMS marketing, mobile messaging, setup, Support Confirmation, ticket merging, customer data, autoresponder, Attentive Tag, Views, Rules, agent signature, stripped text, HTTP Integration.
Bloomreach SMS
Main topic: Bloomreach SMS integration with Gorgias. Feature names: Bloomreach Engagement, Sync SMS Conversations, Gorgias SMS tickets. Answers: How to set up Bloomreach SMS to create tickets in Gorgias. How agent replies from Gorgias are sent via Bloomreach SMS. Clarifies that customer SMS replies sync but automated Bloomreach messages don't appear in Gorgias. Addresses limitations like no image/GIF support or Gorgias-initiated SMS. Explains finding Bloomreach tickets in Gorgias using the "Engagement" tag. Key concepts: SMS automation, customer support, ticket management, Bloomreach Engagement, TCPA-compliant, helpdesk view, agent responses, ticket synchronization.
Postscript
Main Topic/Features: Gorgias Postscript integration, SMS tickets, Auto-Create Tickets, Reauthentication. Answers: How to set up and reauthenticate the Postscript SMS integration for Shopify merchants. Explains SMS ticket creation, agent reply flows (Gorgias vs. Postscript), 24hr ticket reopening, GIF/image support, and managing shopper data in tickets. Covers 'Auto-Create Tickets' functionality, creating ticket Views, and multi-account integration. Keywords: Postscript, Gorgias, SMS, integration, tickets, Shopify, helpdesk, setup, reauthenticate, auto-create, rules, views, API, OAuth, customer support.
Recart
Main topic & features: Recart SMS integration, Gorgias SMS tickets, Shopify SMS platform. Questions/problems answered: How to set up and activate the Recart-Gorgias SMS integration; how to channel Recart SMS replies into Gorgias; how support agents can read and respond to SMS within Gorgias; prerequisites for the integration; how new SMS replies are handled on closed tickets. Key concepts & keywords: Recart, Gorgias, integration, SMS, tickets, customer service, Shopify, REST API, authentication, replies, conversations.
RechargeSMS (ElectricSMS)
Main Topic/Features: Gorgias & RechargeSMS (ElectricSMS) integration. Creates SMS support tickets in Gorgias, "Text via SMS" widget, RechargeSMS Tag for tickets. Answers: How to connect RechargeSMS to Gorgias. Explains auto-creation of SMS tickets when customers use unknown keywords or request to end subscriptions. Details responding to SMS tickets via email or the "Text via SMS" option. Addresses FAQs like starting tickets from Gorgias and partial chat transcript pulling. Key Concepts/Keywords: RechargeSMS, ElectricSMS, SMS tickets, Gorgias integration, Shopify, D2C, subscriptions, customer support, transactional SMS, API, auto-create, Text via SMS.
Textline
Main Topic/Features: Textline integration with Gorgias, SMS messaging, Gorgias ticket creation, agent assignment, automated resolution, contact sync. Questions/Problems Answered: How to integrate Textline with Gorgias. Benefits: streamlining text customer support, centralizing SMS communication, creating tagged Gorgias tickets from Textline conversations (via SMS), automating ticket assignment and resolution based on Textline actions, syncing customer contact details. How to respond to messages (via Textline platforms). Key Concepts/Keywords: Textline, Gorgias, integration, SMS, texting, customer support, tickets, conversations, sync, assign, resolve, tags, App Store, workflow automation.
VIA
Main topic & Features: Gorgias VIA integration, SMS customer support, mobile commerce, customer campaigns (Smart sending, A/B testing). Answers: How to integrate Gorgias with VIA (v2.0), enabling agents to respond to shopper SMS messages from Gorgias, creating VIA marketing campaigns, managing shopper opt-in/opt-out for SMS, known integration limitations (SMS only, no MMS). Key concepts & Keywords: Gorgias, VIA, integration, SMS, mobile commerce, customer support, text messages, API setup, campaigns, opt-in, unsubscribe, limitations.
VoyageSMS
Topic & Features: Voyage SMS integration with Gorgias, HTTP Integration, REST API, Trigger Keyword. Answers: How to set up the partner-built Voyage SMS integration with Gorgias for e-commerce customer support. Explains how customers can create support tickets via text messages and how agents can respond directly from Gorgias. Provides detailed steps for configuring both platforms. Keywords: Voyage, Gorgias, SMS, text messaging, integration, customer support, e-commerce, tickets, HTTP, API, Client ID, trigger keyword, setup, configuration.
Klaviyo SMS
Main topic: Klaviyo Integration (SMS & WhatsApp) Features: Klaviyo sidebar widget, Gorgias events in Klaviyo, creating Klaviyo SMS ticket view, Klaviyo/WhatsApp integration. Questions answered: How to manage Klaviyo SMS & WhatsApp tickets in Gorgias, display Klaviyo attributes, reply to reviews, understand Klaviyo limitations, create a dedicated view for Klaviyo SMS tickets, troubleshoot empty "To" fields in WhatsApp tickets, and understand why Klaviyo SMS tickets reopen. Key concepts: Targeted SMS campaigns, customer segmentation, Klaviyo attributes, reviews, analytics dashboards, Klaviyo SMS, WhatsApp integration, conversational consent, Gorgias tickets, macros, billable tickets, internal notes, activity log, unsubscribing customers, syncing ticket information, dynamic segments, auto-responders, 2-way messaging, limitations. Keywords: Klaviyo, SMS, WhatsApp, integration, Gorgias, tickets, widget, attributes, reviews, campaigns, segmentation, analytics, macro, billable, internal notes, consent, 2-way messaging, limitations.
Sendlane
Main Topic & Features: Sendlane SMS integration with Gorgias, Sendlane, Gorgias, SMS replies, ticket creation, workflow automation, App Store. Answers & Problems: How to integrate Sendlane for SMS communication with Gorgias. How Sendlane SMS replies automatically create Gorgias tickets. How to manage customer SMS conversations in Gorgias. How to prevent non-essential SMS (opt-in/out) from creating tickets. What Sendlane SMS messages are synced/not synced to Gorgias. Key Concepts & Keywords: Sendlane, Gorgias, integration, SMS, customer support, help desk, tickets, automated, workflow, communication, App Store, HTTP integrations, opt-in, opt-out, subscribe, unsubscribe, auto-tagging.
Dondy
Main Topic & Features: Dondy AI-powered WhatsApp integration for Shopify, Gorgias ticket creation, bi-directional message sync, automated flows, AI agent, marketing campaigns, customer support. Questions/Problems Answered: How to integrate Dondy with Gorgias, automate WhatsApp marketing (abandoned carts, order updates) and customer service, sync WhatsApp conversations with Gorgias tickets, manage support for Shopify stores via WhatsApp. Key Concepts & Keywords: Dondy, Gorgias, WhatsApp, Shopify, integration, AI agent, marketing, customer support, abandoned cart recovery, order confirmations, shipping updates, personalized campaigns, Gorgias tickets, bi-directional sync, 24-hour response window, partner integration.
Coco AI
Main Topic: Coco AI Integration with Gorgias Feature Names: Coco AI, Shopify integration, WhatsApp, AI sales agent, HTTP integration Questions/Problems: How to connect Coco AI to Gorgias? How to manage WhatsApp conversations in Gorgias? How to create Gorgias tickets from WhatsApp? How does Coco AI work with Shopify? How to use Coco AI for customer support and sales via WhatsApp? Key Concepts: WhatsApp support, AI customer service, Gorgias ticket management, Shopify integration, customer conversation history, 24-hour service window (Meta), opt-in messages. Keywords: Coco AI, Gorgias, WhatsApp, Shopify, AI, integration, customer support, sales, tickets, chat, automation.