How enable multi-brand support for Gorgias

Learn how to enable multi-brand support for Klaviyo's Gorgias integration, if you integrated Klaviyo and Gorgias before Klaviyo introduced support for multiple Gorgias brands.

Tickets, SMS messages, WhatsApp messages, and reviews can now be synced on a per-brand basis. If you manage multiple brands within 1 Gorgias account, syncing 1 Gorgias brand per Klaviyo account makes it easy to use your ticket data and organize your SMS and WhatsApp conversations.

Enabling multi-brand support involves 4 steps:

1. (Optional) Remove existing “incorrect” Gorgias profiles from Klaviyo
2. Create rules in Gorgias to tag tickets by brand
3. (Optional) Create views in Gorgias based on the brand tag
4. Update your Gorgias integration settings

Looking to integrate for the first time? Head to Getting started with Gorgias.

Before you begin

Please note that when you update your Gorgias integration to enable multi-brand support, historical data previously synced through the integration will remain in your account, unless you choose to manually remove Klaviyo profiles.

Set up SMS, WhatsApp, or Klaviyo Reviews in this account before enabling the corresponding sync option. See Getting started with Gorgias for prerequisites.

(Optional) Remove Gorgias profiles from Klaviyo

If you want to now associate your Klaviyo account with a specific Gorgias brand, you may want to remove Gorgias profiles previously synced through the integration.

Since there is no brand associated with these older profiles, profiles from specific brands cannot be precisely deleted. Instead, create a segment of profiles that synced through your Gorgias integration but have not recorded the ecommerce and subscription activities listed below. Review the matches to confirm which profiles you want to remove. These conditions alone do not identify a profile’s brand.

Create a segment of the profiles you want to remove, then bulk delete the profiles in that segment. Complete this optional cleanup before you update your Gorgias integration.

Deleting profiles permanently removes their profile data and activity history from your account. This cannot be undone.

To create the segment:

1. In Klaviyo, navigate to Audience > Lists & segments.
2. Select Create > Segment.
3. Name your segment and select any tags. If a setup drawer appears, click Create segment to continue to the segment builder.
4. Add the following conditions with AND. Use Gorgias for Opened Ticket, your ecommerce platform for the shopping events, and Klaviyo for Subscribed to List:
   1. What someone has done (or not done) > Opened Ticket (Gorgias) > at least once > over all time AND
   2. What someone has done (or not done) > Viewed Product > zero times > over all time AND
   3. What someone has done (or not done) > Checkout Started > zero times > over all time AND
   4. What someone has done (or not done) > Placed Order > zero times > over all time AND
   5. What someone has done (or not done) > Subscribed to List (Klaviyo) > zero times > over all time
5. You can also add conditions for any other applicable events in your account, specifying that a profile has not tracked them.
6. Click Create segment.
7. Review the profiles in the segment and adjust its conditions if needed. Then follow our bulk deleting instructions to delete all profiles in that segment.

Create rules in Gorgias to tag tickets by brand

SMS, WhatsApp, and review tickets use the tags you select later in your Klaviyo integration settings. For email tickets, create a rule for each brand in Gorgias that checks the email address the customer is writing to and adds the appropriate brand tag:

1. In your Gorgias settings, select Rules (found under Productivity).
2. Add a new rule.
3. Name your rule something descriptive.
4. Add the following rule conditions:
   1. WHEN > TICKET CREATED > THEN
   2. IF > message integration > IS > [Brand-specific email address]
   3. THEN > ADD TAGS > [Brand-specific tag]
      

5. Make sure Enable rule is set to On.
6. Click Create Rule.

Repeat this process for each brand that you want to integrate with a separate Klaviyo account.

(Optional) Create views in Gorgias based on the brand tag

After setting up rules to auto-tag tickets, we recommend creating a view in Gorgias for each brand, containing all of the tickets tagged with the brand name:

1. In Gorgias, create a new view.
2. Add the following filter: Tags > Contains all of > [Brand tag]
   

Repeat this process for each brand that you want to integrate with a separate Klaviyo account.

Update your Gorgias integration settings

To update your Gorgias integration settings and enable multi-brand support in a given Klaviyo account:

1. In Klaviyo, select Integrations.
2. Select Gorgias from the list of enabled integrations.
3. Under Tickets, select Tickets containing one of these tags, then select the tag for the Gorgias brand you want to sync to this Klaviyo account. We recommend connecting 1 Gorgias brand per Klaviyo account.
   

4. If you’re using SMS conversations, under Conversations > Text messaging, select Sync text message conversations. Under Add tag (optional), select the same brand tag.
   

5. If you’re using WhatsApp, under Conversations > WhatsApp, select Sync WhatsApp conversations. Under Add tag (optional), select the same brand tag.
   1. To follow up after the 24-hour service window closes, set up a template to extend the WhatsApp conversation in Klaviyo. After your support agent sends the template, the customer must reply to reopen the 24-hour service window.
      

6. If you’re using Klaviyo Reviews, under Reviews, select Sync Reviews and choose the rating threshold for creating tickets. Under Add tag (optional), select the same brand tag.
   

7. When you’re done, click Save.

You’ll need to integrate with Gorgias and configure the above brand-related settings for each Klaviyo account that you want to connect with a Gorgias brand.

Additional resources