How to connect Gorgias to Customer Hub

You will learn

Learn how to enable Gorgias in Customer Hub so your customers can access Gorgias help channels directly from Customer Hub. Connecting Customer Hub and Gorgias empowers your customers to quickly and easily get the help they need for order-related inquiries and issues.

Before you begin

This guide explains how to connect Gorgias and Customer Hub. Before proceeding, ensure that the Customer Hub feature is enabled.

To use Gorgias and Customer Hub together, you must have:

1. Gorgias installed on your Shopify store with the Gorgias chat widget enabled on your site.
2. Integrated Gorgias and Klaviyo.
   • Check that your Gorgias integration is enabled on your Integrations page in Klaviyo.

How Gorgias and Customer Hub work together

When an authenticated shopper (meaning someone who has signed in to their account on your site) opens the Customer Hub drawer on your site, a summary of their recent Shopify order history displays on the Orders tab. They can also click on an order to view additional details and a menu of self-service help options for the order (e.g., buy again, tracking, etc.), which sync from Shopify and display by default.

In your Customer Hub settings in Klaviyo, you can enable a support button on order details pages and connect it to Gorgias. This lets customers open your Gorgias widget to access the support options you have configured there, such as live chat or ticket submission.

Note: Gorgias web chat cannot be embedded within Customer Hub. Clicking the support button opens the separate Gorgias widget and closes the Customer Hub drawer.

Enable Gorgias in Customer Hub

To add a Gorgias support button to order details pages, configure your Customer Hub support settings:

1. In Klaviyo’s left-hand navigation, select Website > Customer Hub.
2. Select Extensions.

3. Under Support, select Gorgias chat. You need to have integrated Gorgias and Klaviyo to enable this setting. Note that if you have not yet integrated with Gorgias, you will see a prompt to do so and a Not active badge.
   

4. Optional: Enter a URL in Support page link, such as your contact or help page. If the Gorgias widget is unavailable, customers see a Get help button that opens this link in a new tab. Without a link, no support button appears while the widget is unavailable.
5. Click Save.

Once enabled, the support button opens the Gorgias widget, where customers can use the support options you have configured in Gorgias.

Customer Hub uses the business hours reported by the Gorgias widget to choose the button's label. The button text is not currently editable:

• During your business hours, the button is labeled Chat with us.
• Outside of business hours, the button is labeled Leave a message.

Customer Hub automatically inherits business hours changes from Gorgias. If you remove Gorgias from your site in the future, you’ll need to adjust your help settings to use a different support option.

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