Voice Setup

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

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 with a phone number, the

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

Add a phone number to Gorgias

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. You can create or request a new phone number in Gorgias, or if you have an existing phone number with

Manage phone numbers in Gorgias

Once you’ve added a phone number to Gorgias, you can connect it to Voice, SMS, and WhatsApp integrations to handle customer conversations from these channels as tickets in your helpdesk. If you need to make changes to your phone number, you can updat

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

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

Forward calls to Gorgias

If you have a phone number you want to keep and porting isn't an option for you, you can set up call forwarding. Forwarding requires you to create a new phone number in Gorgias and forward calls to it. You can currently create phone numbers for a var

Forward calls from Gorgias to agents

Using call forwarding, you can take Gorgias calls on any physical device - including mobile phones or landlines. Call forwarding works on an agent-by-agent basis which means that every agent can add a specific number to forward calls to. When they're