Voice
Categories
Articles
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
Voice FAQs
Can we mute phone call notifications without declining the call?. Not currently. You can use the Transfer Call button within the ticket to select another agent to pass the call to. Your greeting message can now be longer than 30 seconds, but not over
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
Available phone numbers on Gorgias
You can add a phone number to Gorgias to communicate with customers by phone, SMS, or WhatsApp (requires Voice or SMS add-on with your subscription). Depending on the country you create the phone number for, there are different types of phone numbers
Automatically record calls on Gorgias Voice
You can enable call recording on your inbound and outbound calls so that a recording begins automatically when the call connects. Agents can manually pause recordings during ongoing calls, or they can manually start recordings when automatic recordin
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
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
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
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
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
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
Gorgias Voice and SMS coverage regions
With the Gorgias Voice and Gorgias SMS add-ons, you can add a phone number to Gorgias to contact your customers by phone, SMS, or WhatsApp message. Click the toggles next to each continent below to reveal which countries you can call or text from you
Listen in on active Gorgias Voice calls
With the Gorgias Voice add-on, calls with your customers are managed as tickets in your helpdesk. Admins and Leads can join ongoing calls to listen in on the conversation without alerting participants — whether it's to monitor call quality, or to sup
