Voice
Categories
Articles
Voice Add-on 101
The Voice Add-on is a supplementary subscription for Gorgias account holders. This subscription gives you access to the Gorgias Voice channel, allowing you to create phone numbers, answer incoming customer calls, and make outbound calls from your hel
Voice FAQs
Can we mute phone call notifications without declining the call?. Not currently. This can currently only be done by changing the assigned agent in the ticket. Your greeting message can now be longer than 30 seconds, but not over 2 MB, and doesn't pla
Voice Troubleshooting
Please refresh your browser to reset the connection. 1. From your Gorgias account, click the button next to the page URL. 2. Click on Site settings.3. Check if your microphone permissions have been allowed and, if not, set them to Allow. Please resta
Receive inbound calls
When a customer calls your phone number, a banner will appear at the bottom of your helpdesk for your agents who can then choose to accept or decline the call. To receive calls in Gorgias, an agent must be set as Available in the bottom left corner.
Make outbound calls
Using this method will automatically create a new ticket with the outbound call, regardless of the current screen that the agent is on. 1. Go to a ticket where the relevant customer has been set. 2. Click the phone number you wish to call in their pr
Availability per country
Voice and SMS are only available for certain countries and number types - check the table below for info on this.
Call recording
Call recording is a feature of the Voice integration. When call recording is enabled, calls can be manually or automatically recorded - they can also be manually started and paused by agents for ongoing calls. When the call ends, call recordings are
Call routing and ringing behavior
Call routing refers to ticket assignment for Voice tickets - the way calls are received and assigned depends on ringing behavior settings in your account. By default, a Team named as your phone number will be created and set as the Team the calls nee
Default View and Team for Voice
Each time a new phone number is created on your account, several additional elements are automatically created. By default, the View filters are set to show Voice tickets created by the specific number (inbound and outbound), where the channel is Voi
Voice tickets and events
Voice tickets don't have messages, they only have events - this changes the way they're handled by Rules and Views. To reorder Voice tickets in a View, use Ticket created and Ticket updated. Attributes like New message in ticket won't work as Voice t
Phone policy
Gorgias doesn't own phone numbers - this service is provided by Twilio as a 3rd-party service provider - so the content that runs through it needs to be per the Twilio Terms of Service and Twilio’s Acceptable Use Policy which includes the Twilio Mess
Putting callers on hold
During the call, the agent can place the caller on hold by clicking on the pause button in the call bar at the bottom of the screen. Hold button will be available during the inbound and outbound calls. During the hold, the agent and the caller won't
Transfer the call
With Call Transfer between users, agents can escalate live calls to supervisors or teammates when specialized assistance is needed. This enhances the efficiency of your support operations and improves customer satisfaction. The transfer button is loc
KYC registration of UK numbers
By September 30, 2024, all UK numbers in Gorgias will have to be registered to keep the option of outbound calls and SMS. Passed that date, non-verified numbers will be able to receive calls and SMS, but won't be allowed to make calls, return missed
How to enable call & voicemail transcripts
Now you can easily access transcriptions and recordings for all your calls and voicemails in multiple languages! No need to re-listen to entire conversations—simply scan the text to find key details quickly. This feature enhances the efficiency and e
Match Customer by Shopify Default Address Phone Number
The “Match Customer by Shopify Default Address Phone Number” enhances customer identification by checking multiple locations within a Shopify customer’s profile, including the default shipping address, for phone number matches. This reduces duplicate