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Attentive SMS MarketingUpdated 6 days ago

Attentive is a personalized mobile messaging platform for innovative e-commerce and retail brands that can quickly become a top 3 revenue channel. Using real-time behavioral data, Attentive automatically sends engaging text messages to each subscriber at every step of the customer lifecycle.

How it works

Integrating Gorgias and Attentive is easy and can be done in 10 minutes. If you're already an Attentive customer, just follow the steps below. If you'd like to become an Attentive customer, please request a demo.

When Attentive tickets are created in Gorgias, if the incoming phone number matches an existing customer, Gorgias will merge their information automatically. This way, you will have all of the additional customer information in the Gorgias sidebar too.

Setup instructions

  1. From your Gorgias account head to Settings -> App Store -> All Apps
  2. Search for Attentive SMS Marketing
  3. After selecting the app click on the Connect App button in the top right corner
  4. Log in to your Attentive account and Install Gorgias
  5. Enter your Gorgias subdomain and click Connect
  6. Click Authorize. You'll see a 'Success!' notification appear.

This is the setup that you should end up with in Gorgias after following the step-by-step:

  1. In Attentive, navigate to SettingsMessages.
  2. Enable Autoresponder and ensure your messages include your keyword.
  3. Click 'Save settings'.

You can check the integration is successful in Gorgias by navigating to Settings -> App Store -> HTTP integration. There will be two new Attentive integrations.

Please note that Attentive does not fully support ticket merge action, so please avoid merging Attentive tickets as messages sent after that might not be pulled to Gorgias. 

Tickets created by the Attentive integration will be created via the email channel. If you have rules set up to auto-respond to emails remember to include a filter to exclude any tickets with the 'attentive' tag.


What is Support Confirmation?

Support confirmation filters incoming SMS replies from customers by asking them to confirm they wish to be connected to a support agent. We recommend enabling it in order to reduce the number of needless tickets created for your support team.

The Resolution message will be sent when an Attentive ticket is closed. This is optional.

  • Without Support Confirmation: No messages are filtered, and every message that a subscriber sends is forwarded to your customer support team queue in Gorgias.
  • With Support Confirmation: Some messages are filtered. Customers will need to confirm that they want to be connected with a customer support representative.
Templates for Support Confirmation messages
Here are templates to use when setting your Support Confirmation message and auto-responder in Attentive.

Auto-responderThanks for texting us! Please respond with 'Service' for assistance.

Support Confirmation Keyword: Service

Acknowledgment Message
Your request has been forwarded to our support team. We'll get back to you as soon as possible during our business hours.

Resolution Message (optional)
I'll close this conversation. If you need anything else, text back 'Service' to be reconnected.

I would like to enable Support Confirmation. How should I manage tickets?

When Support Confirmation is enabled closing a ticket in Gorgias will end the conversation. When this happens:

  • the customer will be sent the Resolution message (if set)
  • any further customer replies to the thread will not sync with Gorgias until the customer sends the keyword again

For this reason we recommend snoozing Attentive tickets after each reply, and only closing when the full conversation is finished. When snoozed any customer replies will reopen the ticket.

If you have a Resolution message set you may wish to include 'reply back <<keyword>> to be reconnected'. There is a template for this above.

What is Remove agent signature?

The Remove agent signature option ensures unnecessary information is not included in your reply (eg. historical messages, email signatures, etc...). We advise against disabling this setting.

The delimiter is a text marker Attentive uses to recognise the start of a signature, removing the delimiter and any text after it. Here is an example of a delimiter set correctly

How do I create views and rules for my Attentive integration in Gorgias?

The 'attentive' tag will be automatically added to the tickets coming from this channel. This can be useful in creating a separate view for Attentive tickets for example, and for building rules as well.

Please just keep in mind that auto-reply rules don't work on Attentive tickets.
If you have one set up, you'll notice that the rule will trigger, the auto-reply message will be shown in the Gorgias thread, but it will not reach the customer. We don't trigger sending HTTP webhooks when Gorgias bot is the sender because we want to prevent cases where we would end up in an infinite loop.

Can we see images from Attentive in Gorgias?

No, unfortunately, images will not be visible in Gorgias Attentive tickets, nor will they be received on Attentive by the customer.

We replied to a message directly in Attentive, will this message be included in the ticket in Gorgias?

If agents reply to customers directly in Attentive, those messages won't be visible in Gorgias ticket.

The email thread and signatures are being added to each SMS message sent from Gorgias. How do I turn that off?

If your account was integrated after 15th September 2021 historical replies will automatically be excluded from messages sent by agents.

If your integration was setup prior to this, you can reinstalling the integration via Attentive or use these instructions:

  1. Go to your HTTP Attentive Integration settings
  2. update the fields below

{{ticket.last_message.body_text}} to {{ticket.last_message.stripped_text}} and {{ticket.last_message.body_html}} to {{ticket.last_message.stripped_html}}

Stripped text is defined as the text version of the body of the message without email signatures and previous replies.

Can I connect multiple Attentive accounts to a single Gorgias account?

You can definitely connect multiple Attentive accounts to a single Gorgias one, also, the Attentive account name will be included inside the ticket subject so you can easily differentiate them per store.

How many Attentive messages will be shown inside the message history? 

10 most recent messages in the last 5 days will be shown in the message history section of a ticket.

Please note that this integration was built by our partners and while we do support it, in case any technical issue arises, the wait time might be a bit longer than for a regular support request. Thanks for your understanding!

Last reviewed Wed, 29 Nov 23 by Mauricio Salinas

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