Voice
Guide to Gorgias Voice
Gorgias Voice is an optional add-on to your Helpdesk plan that allows you to make and receive phone calls from your Gorgias helpdesk. Set up a Voice integration to get started. With Gorgias Voice, you can create multiple Voice integrations if you nee
Set up Voice to make and receive calls in Gorgias
With the Gorgias Voice Add-on, customers can call your support phone number to speak with an agent, and the interaction will be saved as a Voice ticket in your helpdesk. To set your helpdesk up to take calls in Gorgias, start by adding a phone number
Manage Gorgias Voice integrations
With Gorgias Voice, you can set up your helpdesk to make and receive phone calls by creating Voice integrations. Every Voice integration creates a dedicated phone number that shoppers can use to contact your support team. You can configure various se
Create and manage call queues
A call queue is the routing system that controls which agents or teams receive incoming calls from Gorgias Voice. You can use call queues to prioritize and distribute calls to your team, manage call volume, and customize the caller's experience while
Manage Gorgias call flows and IVR menus
With the Gorgias Voice Add-on, you can design the path your customers follow when they contact your support team by phone. The call flow editor allows you automatically triage callers based on your Business Hours or fields in their profile, and to ma
Gorgias Voice call flow and IVR menu examples
We’ve compiled some examples of Interactive Voice Response (IVR) menus and call flows that you can use as inspiration to create your own. Follow the steps to replicate ours exactly, or add them into an existing call flow. When you set up a Voice inte
Set up voicemail for Gorgias Voice integrations
If you’d like your customers to leave voicemail messages when your phone support is unavailable, add a Voicemail step to any call flow, and include a custom greeting. You can send callers to voicemail by building it into your call flow. You can add m
Automatically record calls on Gorgias Voice
You can enable call recording on your inbound and outbound calls so that recording begins automatically when the call connects. Agents can manually pause recordings during ongoing calls, and they can manually start recording if automatic recording is
Enable transcription for Gorgias Voice integrations
With the Gorgias Voice add-on, customers can call your support team, and leave voicemail messages when the team isn’t available. You can generate transcripts for voicemail messages and recorded calls and add them to the ticket. Once a voicemail or ca
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
Phone policy
When you create a phone number in Gorgias, we use Twilio — a third-party service provider — to create and host the number. When using a phone number in Gorgias, the content that passes through the service needs to abide by the Twilio Terms of Service
