Getting started with Gorgias

Learn how to integrate with Gorgias Helpdesk to sync support ticket information between Gorgias and Klaviyo. With this integration, you can:

• Sync information about open tickets from Gorgias to Klaviyo.
• Respond to incoming SMS and WhatsApp messages with Gorgias.
• Create support tickets for negative reviews if you are using Klaviyo Reviews.

If you manage multiple brands in Gorgias, tickets, SMS messages, WhatsApp messages and reviews can be synced on a per-brand basis, given that you’ve set up proper tagging in Gorgias. We recommend syncing one Gorgias brand per Klaviyo account to make it easy to use your ticket data and organize your SMS conversations. We detail how to implement Gorgias tagging with a multi-brand setup below.

Before you begin

This integration does not automatically create Gorgias tickets when a customer replies to an email sent from Klaviyo. Gorgias creates tickets for incoming emails sent to your connected support address. To receive marketing email replies in Gorgias, use that support address as the reply-to address in Klaviyo.

You can sync each messaging channel to only 1 helpdesk integration. If SMS or WhatsApp is already connected to another helpdesk, disable that integration’s conversation syncing for the channel before enabling it for Gorgias.

SMS prerequisites

Using the SMS-related features of the Gorgias integration is only supported for accounts that have SMS set up:

• The SMS integration only works in countries where you have a toll-free number, long code, or short code.
  • Branded sender IDs (also called alphanumeric sender IDs) cannot receive text messages, so you cannot use this integration for subscribers in countries where you're using a branded sender ID. Learn more about SMS sending numbers.
• If you plan to use Gorgias to respond to SMS, you must have previously set up SMS in Klaviyo.
• Make sure that you’ve reviewed key Inbox settings including your auto-responder.
• Make sure that your Inbox email notification address is different from your Gorgias contact email address. If not, notifications in Gorgias will not appear properly.

WhatsApp prerequisites

You’ll need to set up WhatsApp in Klaviyo. This involves connecting your WhatsApp Business account to Klaviyo, getting a phone number, and verifying your account.

Reviews prerequisites

To use the reviews portion of the integration, you must collect reviews using Klaviyo Reviews. Learn how to get started with Klaviyo Reviews.

Multi-brand account guidance

If you manage multiple brands within one Gorgias account, syncing one Gorgias brand per Klaviyo account makes it easy to use your ticket data and organize your SMS and WhatsApp conversations.

Before integrating Klaviyo with Gorgias, you’ll need to create a rule for each brand to tag tickets, and optionally create a view based on brand tags, to enable brand-specific syncing to and from Klaviyo.

Create rules in Gorgias to tag tickets by brand

In Gorgias, for each brand, you’ll need to create a rule that looks at the email the user is writing in to, and then tags the ticket with the appropriate brand:

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]
      

1. Make sure Enable rule is set to On.
2. 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 brand tags

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.

Integrate with Gorgias

Follow the steps outlined below to integrate Gorgias with Klaviyo:

1. Log in to your Klaviyo account.
2. Select the Integrations tab.
3. Select Explore apps, search for Gorgias, and click the card. Then, click Install.
4. Enter your Gorgias helpdesk URL and click Connect to Gorgias.
   

5. Log in to Gorgias, if prompted.
6. Allow Klaviyo access to all resources by clicking Authorize.
   

7. To sync all new Gorgias tickets to Klaviyo, select All tickets. To sync only tickets with specific tags, select Tickets containing one of these tags, then select the tags to include. A ticket only needs to contain 1 of the selected tags.
   1. Klaviyo’s integration with Gorgias allows for syncing tickets on a per-brand basis through the use of tags.
   2. If you manage more than one brand within one Gorgias account, we recommend syncing one brand per Klaviyo account in order to avoid duplicate profiles across accounts. In the section above, we explained how to add tags and set up views for each brand in Gorgias.
      
   3. If you sync only tickets with selected tags, use one of those tags for your SMS and WhatsApp tickets too. Replies from tickets without a matching tag will not sync back to Klaviyo.

8. Check the Sync text message conversations box to use SMS integration functionality.
   1. For multi-brand accounts, we recommend adding a tag corresponding to the Gorgias brand you want to use with this Klaviyo account.
      

9. Check the box to Sync WhatsApp conversations to use WhatsApp integration functionality.
   1. For multi-brand accounts, add the tag for the Gorgias brand you want to use with this Klaviyo account.
   2. Optional: To let support agents use a template to extend the WhatsApp conversation after the 24-hour service window, click Manage setting under WhatsApp.
   3. Under Follow up to extend conversation, select Send a follow-up template to customers after 24 hours.
   4. Select an approved template, then click Save. Return to the Gorgias integration settings to finish setup.

10. If you want to use the integration’s reviews functionality, check the Sync Reviews box and select a threshold.
    1. The default threshold is 3, which means any reviews submitted with a rating of 3 or lower will automatically create a Gorgias ticket for your team to follow up on.
    2. For multi-brand accounts, we recommend adding a tag corresponding to the Gorgias brand you want to use with this Klaviyo account.
       

11. RECOMMENDED: Check Sync customer profile information from Klaviyo to Gorgias to send contacts’ email addresses, phone numbers, profile properties, and more into Gorgias. This data will only sync if you have SMS or reviews enabled.
    

12. If you're using Customer Hub and Customer Agent, you can hand off customer queries that Customer Agent can’t answer to your team in Gorgias. After completing this integration setup, follow the steps to configure Gorgias as your web chat handoff.

13. Click Complete setup.

Metrics synced between Gorgias and Klaviyo

The following metrics are synced in real time from Gorgias to Klaviyo. The metrics will appear on an individual’s profile page and can be used in segments and flows.

• Opened Ticket
• Resolved Ticket
• Completed Survey (when a customer responds to a satisfaction survey)

Each event is associated with a profile. If a profile doesn’t exist, Klaviyo creates one. The Gorgias customer must have an email address or phone number; phone-only customers sync only if SMS is set up in Klaviyo.

If you are in a specific profile and view the activity for a metric, you’ll be able to see information such as:

• Who the ticket was assigned to
• Ticket ID and URL
• Ticket channel in Gorgias
• Message content
• Tags, including any brand tag

If you checked Sync customer profile information from Klaviyo to Gorgias, and have enabled SMS or reviews functionality, the following fields will sync from Klaviyo to Gorgias and appear in the right sidebar:

• Email address
• Phone number
• Location
• Consent
• Custom properties
• Activity

How the Gorgias SMS integration works

After the integration is set up, Klaviyo will automatically create a ticket in Gorgias whenever:

• A consented SMS subscriber texts a phone number associated with your account.
• The message does not match a subscribe keyword or compliance keyword and is not handled by an automated conversation. HELP and INFO are exceptions and can create a ticket.

Branded sender IDs (also called alphanumeric sender IDs) cannot receive text messages, so you cannot use this integration for subscribers in countries where you're using a branded sender ID. Learn more about SMS sending numbers.

If a customer sends an image or GIF with a text message, the image will not be displayed in Gorgias. Similarly, you cannot send MMS messages from Gorgias.

Subsequent messages that meet these conditions are added to the ticket. If the ticket is closed, a new message reopens it.

Responses from Gorgias also appear in Klaviyo. Replies sent from Klaviyo Inbox do not continuously sync back to Gorgias. A new Gorgias conversation ticket can include the most recent delivered campaign, flow, or Klaviyo Inbox message as an internal note. Automated keyword responses are excluded. We recommend replying to customers from 1 platform so your team can follow the conversation.

Replies from a Gorgias SMS ticket are sent as SMS through a toll-free number, long code, or short code associated with your Klaviyo account.

Messages from Gorgias count toward your SMS billing plan like any other message. We recommend creating a template in Gorgias for SMS responses that fall under 153 characters if possible. Learn more about SMS best practices.

How the Gorgias WhatsApp integration works

After the integration is set up, Klaviyo will automatically create a ticket in Gorgias whenever:

• A customer sends an inbound message to your business on WhatsApp.
• If the message doesn’t match compliance, subscribe, or automated conversation keywords, Klaviyo will prompt the creation of a support ticket in Gorgias.

Your support agent can answer the customer in Gorgias, and the response will send via your WhatsApp business number.

In the Klaviyo channel side panel, you’ll be able to see information about the message, including the channel (WhatsApp or SMS) and the consent status.

If the WhatsApp consent status is Expired, and you’ve enabled the follow-up setting referenced in the previous section, your agent can click WhatsApp Follow Up to send the template to the customer. If the customer responds, the 24-hour window resets and the conversation can continue.

If a customer sends an image or other media with a WhatsApp, the image will not be displayed in Gorgias. Similarly, you cannot send images or other media messages from Gorgias.

How the Gorgias reviews integration works

After the integration is set up, Klaviyo will automatically create a new ticket whenever someone submits a review that meets the criteria you set (i.e., has a star rating at or below your selection).

Review tickets use the reviewer’s email address whether or not you enable Sync customer profile information from Klaviyo to Gorgias. This setting controls the additional profile information shown in the ticket sidebar.

• If the setting is disabled:
  The ticket still uses the reviewer’s email address, but the Klaviyo profile sidebar is not added.
• If the setting is enabled:
  Klaviyo displays additional profile details in the Gorgias sidebar, including email, phone number, location, consent, custom properties, and activity, when available.

Regardless of the profile information setting selected, the following review details will be available in the ticket sidebar:

• Review attributes:
  • Star rating
  • Author
  • Review date
  • Verified status
  • Publish status
• Product information:
  • Product name
  • Product URL
  • Product image URL

Additionally, the ticket contains the following information:

• Product name
• Customer rating
• Review body

When the integration syncs

The integration syncs new eligible SMS messages, WhatsApp messages, and reviews to Gorgias in real time. Ticket events also sync from Gorgias to Klaviyo in real time.

There is no historical import of incoming SMS or WhatsApp messages or past reviews into Gorgias. If a subscriber texts you or submits a review once before you enable the integration and once after, only the new eligible message or review syncs to Gorgias. A new conversation ticket can include the most recent delivered outgoing message as an internal note, as described above.

Additional resources