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-releated inquiries and issues.
Customer Hub is a part of Klaviyo Service and access to the beta is being rolled out gradually. If you do not have access to the Customer Hub tab in Klaviyo’s main navigation yet, join the Customer Hub beta. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is only currently available in English for those who operate a Shopify Online Store.
While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Customer Hub through the onboarding workflow, you agree to the beta terms and conditions. While this feature is free during the beta period, it will be sold separately upon launch to general availability.
For feedback about Customer Hub functionality, email customerhub@klaviyo.com.
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:
- Gorgias installed on your Shopify store.
-
Integrated Gorgias and Klaviyo.
- Check to see if you have a Gorgias integration 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 choose to additionally enable a “Get help” button to display on order details pages, and connect it to Gorgias. This allows you to direct customers from the Customer Hub interface to a Gorgias support channel (live chat or ticket submission), based on your business hours or how you manage your support system in Gorgias.
Enable Gorgias in Customer Hub
To enable the “Get help” button and connect it to Gorgias, configure your Customer Hub support settings:
- In Klaviyo’s left-hand navigation, select Customer Hub.
- Select Settings.
- Choose Support.
- Under Help settings, select Gorgias. 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.
- Click Save.
Once enabled, Klaviyo will monitor your Gorgias settings to identify the days, times, and channels your support representatives are available. This allows a dynamic button to be displayed in Customer Hub which, when clicked, opens the Gorgias widget to the correct support channel.
The support channel displayed is based on your business hours and the support channels that are available. Note that the text on these buttons is not currently editable:
- During your business hours, a “Start a live chat” button appears and directs users to live chat.
- Outside of business hours, a “Leave a message” button appears and directs users to a ticket submission menu. If you don’t offer live chat, this button will always be visible.
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.
If you have a hub launcher enabled for your Customer Hub, be sure to adjust the launcher's positioning in Design settings so it doesn’t overlap with the Gorgias widget in the lower-right corner.