Getting started with Gorgias

You will learn

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 messages with Gorgias.
• Create support tickets for negative reviews.

Before you begin

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

Creating support tickets for negative reviews is only supported if you use Klaviyo Reviews. 

SMS prerequisites

• 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 country 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. If you haven’t already done so:

  1. 1. Click your account name in the lower left, then select Settings > SMS.
     2. Click Set up SMS for free.
• Make sure that you’ve reviewed our best practices for two-way SMS messaging, including your auto-responder setup.
• Additionally, make sure to set up custom subscribe keywords for any prompted responses from customers, in order to set automatic replies and add those customers to specific lists. Any custom subscribe keywords sent by customers will not prompt ticket creation in Gorgias. 
• Make sure that both your forwarding email address in your SMS Sender preferences and your Inbox email notifications address are different than your Gorgias contact email address. If not, notifications in Gorgias will not appear properly. 

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.

Integrate with Gorgias

Follow the steps outlined below to integrate Gorgias with Klaviyo: 

1. Log in to your Klaviyo account.
2. In the lower left corner, select your account name and then click Integrations.
3. Select Add integrations, search for Gorgias, and click the card. Then, click Install.
4. Click Connect to Gorgias to start setting up the integration.
5. Enter your Helpdesk URL into the field labeled Gorgias Helpdesk URL. This will sync all Gorgias activity. For example, if you use one Gorgias account to manage multiple regional sites (and multiple Klaviyo accounts), all Gorgias activity will sync to the Klaviyo account where you set up the integration.
   
6. If you do not want to use the integration's SMS help desk functionality, uncheck the Sync SMS Conversations box.
7. If you want to use the integration’s reviews functionality, check the Sync reviews box and select a threshold. 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. 
8. RECOMMENDED: Check Sync customer profile information from Klaviyo to send contacts’ email addresses, phone numbers, profile properties, and more into Gorgias. Note that if a profile doesn’t have a phone number or email address on their profile, Klaviyo will sync a placeholder (i.e., 555-555-5555 or sms-integrations+kl{customer phone number})@klaviyo.com). Do not use these placeholders to send support messages, as they will not be received.
9. Click Complete setup to open a new browser tab.
10. In the new tab, enter your Gorgias username and password.
11. Click Login.
    
12. Select All resources from the dropdown and click Authorize.
13. In the resulting modal, verify your Klaviyo account name and ID. If they are not correct, check that you:
    
    1. Inputted the correct Gorgias domain
    2. Logged in with the correct Gorgias account (if you have multiple)
    3. Connected to the correct Klaviyo account for your brand
       
14. Click Confirm if these values are correct.
15. Click Connect to Gorgias to finish the Gorgias Klaviyo integration.

If the integration connection is successful, a modal will confirm that your Gorgias account is now connected to Klaviyo.

If you click Go Back to Klaviyo, you’ll be able to see the following in the Gorgias integration settings within Klaviyo:

• Gorgias Helpdesk URL
• External ID: this is set in Gorgias and synced to Klaviyo
• Sync SMS conversations = True 
• Sync reviews (checked or unchecked)

Outcome

You've now set up Klaviyo's Gorgias integration. Read on to learn more about what metrics are synced between Gorgias and Klaviyo and how the integration works. 

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
• Satisfaction survey responded (e.g., Completed Survey)
  

Each metric is stored with an associated profile. If a profile doesn't exist, one will be created 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
• Channel (SMS or email)
• Message content
  

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 text message does not contain a keyword (i.e., one of the subscribe words listed in your SMS Settings page in Klaviyo). The 2 exceptions to this are HELP and INFO, which will both create a ticket. 

Any subsequent messages are automatically added to the ticket.

Responses from within Gorgias will also appear in Klaviyo, but responses sent within the Klaviyo Inbox will not appear in Gorgias. For this reason, we recommend that you only reply to customers from 1 platform. Additionally, flow, campaign, and auto response messages sent via Klaviyo will not appear in Gorgias. 

Replies from Gorgias are sent using the same channel as the latest inbound message, and sent via a phone number associated with your Klaviyo account. If a subscriber texts you, the reply will be an SMS sent via the toll-free number or short code in your account. 

Note that if you are managing multiple brands in Gorgias, all of your Gorgias metrics will sync to Klaviyo.

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). 

The contact details available within the ticket depend on whether or not you enable the Sync customer profile information from Klaviyo option in your Gorgias integration settings. 

• If the setting is disabled:
  Klaviyo will only sync the reviewer’s phone number, if available. If the reviewer does not have a phone number in Klaviyo, we will use a spoof phone number (555-555-5555) to create the ticket, and you may not see any real contact information for the ticket in Gorgias.
• If the setting is enabled:
  Klaviyo will sync their profile information into Gorgias, including email and phone number. If a profile doesn’t have an email address, Klaviyo will sync a spoof email address instead: sms-integrations+kl{customer phone number})@klaviyo.com. If a profile doesn’t have a phone number, we will sync a spoof phone number (555-555-5555). Every profile will have at least 1 valid form of contact information. 

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 in real time. As soon as an SMS subscriber texts you or a customer submits a review, that message will appear in Gorgias. 

Note that there is no historic sync. SMS tickets ("conversations") in Klaviyo and past reviews won’t appear in Gorgias if a subscriber texted you or left a review before you set up this integration. However, all further messages will sync. If a subscriber texts you or submits a review once before you enable the integration and once after, the message that comes in after you set up the integration will show in Gorgias, but the one sent before will not. 

Additional resources

• Learn about Klaviyo’s billing plans 
• See strategies for using SMS and email together
• Learn how to get started with Klaviyo Reviews
• Learn how to connect Gorgias to Customer Hub