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Custom HTTP Widgets Actions

As per our motto 'Automate everything!', at Gorgias we strive to provide you with the necessary tools to resolve every customer interaction quickly and efficiently. In order to do that, we had to find a way to integrate with services that we might not have even heard of yet. This is how we overcame this obstacle for you.

How it works

With custom action buttons & links, you can update data in another tool directly from inside Gorgias or navigate to a specific webpage from the widget in Gorgias with just one simple click.

Custom actions will appear below the title of a widget card on the right-hand side of every ticket (where the customer has that type of data). These will be buttons which, on click, will run predefined HTTP calls. But you can also define some more basic redirection links!

Please just keep in mind that any custom widget is possible as long as the app's API allows it. Your best source of truth for whether or not you can perform an operation is to reference the relevant app's API docs.

Setup instructions

Please follow the steps below to configure your custom widget:

  1. Access the edit mode of your widgets by clicking on the cog in the top right corner of any ticket and you will see two new buttons: 'Add Button' and 'Add Redirection Link'.

  1. By clicking on 'Add Redirection Link' you will be prompted a tooltip asking to provide a title and a link. Enter a title and its associated link and click 'Save'.

  1. By clicking on 'Add Button', you will be prompted a modal asking you to configure an HTTP call. You can set as many headers and parameters as you want. We allow 4 HTTP methods: GETPUTPOST, and DELETE. With PUT and POST methods you can also choose the content type you want and set the body value. Once you are done, click 'Save'.
    Once an action is set, when clicking on it, you can still edit its editable fields before executing the action. So the pen button makes the field editable and the asterisk button enforces the value to be defined before executing the action.
Please remember that, in order to update points data for a customer, the 'points' field must be type integer. For example, if you are building a Loyalty Lion widget, please see here.

Custom styling

As you add more custom widgets to your Gorgias account, it can become hard to distinguish them. Adding a specific title to each widget is great but when you have a lot of them it might not be enough. But hopefully, with this new update, you'll never confuse one widget with another again!

  1. In edit mode, click on the cog icon for each of the parts of the HTTP widget you wish to style:

  1. And now you have a much clearer layout, tailored to your need!

Templating mechanism

You may have noticed the '{{value}}' syntax. It is the same templating mechanism you may be familiar with that is used in several other places in the helpdesk. The values that you have at your disposal are the ones described here when in a ticket context, or here when in a customer context. Whatever context you are in (ticket or customer) you can also access the widget data. In edit mode, the widget data are the fields displayed at the left of the widget panel.

Finally, once you are done, don’t forget to click on the 'Save changes' button at the bottom of the widget panel before exiting the edit mode, otherwise you will lose all your changes!

To use your new custom links and widgets, simply click on the link title and a new tab will open at the address you provided previously in the link field.

As for custom action buttons, when clicking on them you will be optionally prompted to edit some fields if you decided so in your setup. For example:

A message will be appended to the conversation so you have a clear overview of what happened on the ticket and when:

That's basically it! No doubt you'll put this feature to great use, in ways we couldn't even anticipate.

And if you need any assistance from our end or have some feedback to share, as always, please feel free to reach out via live chat or email at [email protected]

Use cases

Loyalty and rewards integrations

You can:

  • Manually add loyalty points (and choose the amount of points)
  • Manually attribute a discount code (and choose discount amount)
  • Manually credit customer with a reward
  • Update or set a birthday or anniversary date
Reviews and Q&A integrations

You can use the custom action widget to:

  • Request a review from the shopper
  • Approve or reject a new review coming into Gorgias
  • Answer question in Q&A via email
Shipping and returns integrations

Here are some uses for the custom actions related to shipping and returns:

  • Mark an item as lost / damaged
  • Start a return request
  • Generate a return label for a customer

You can perform any action not already have built-in using the Shopify API, such as:

Magento and BigCommerce

Perform any action not already built-into our integration using their API, such as:

  • Cancel an order
  • Create a refund
Email marketing and CRM integrations

You can use the custom action widget to:

  • Update a customer field
  • Add shopper to an email list / segment / etc.
  • Remove shopper from an email list
The only limitation is for the 3rd party service to have the necessary API endpoint for these actions to be performed.

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