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DotdigitalUpdated 4 months ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.


Dotdigital is a customer engagement platform that helps retailers turn data into insight and action. 

Using Dotdigital, brands can acquire, convert, and retain customers using multiple channels, including email, SMS, live Chat, push notifications, and more, driving engagement and revenue with automated personalized customer experiences at scale.

Integrate Gorgias and Dotdigital for a complete view of your customers' engagement:

  • Import contacts with open tickets into a Gorgias address book within Dotdigital, enabling you to monitor your customers' experiences with your brand.
  • Sync Gorgias ticket information as insight data in Dotdigital, and start segmenting contacts and building automation based on ticket status, subject line, channel, etc.


Steps

1. From Gorgias head to Settings -> App Store -> All Apps.

2. Find Dotdigital on the list and click on it.

3. After selecting the app, click on the Connect App button.

4. Log in to your Dotdigital account if you aren't already, and you’ll be redirected to the Integration hub.

5. Under the Self-serve tab find Gorgias on the list and click on Use Integration.

6. Click on the Connect your Gorgias button and enter your Gorgias subdomain.

7. Click Save.

8. Click on the Link connection button.

9. Authorize the app.

10. Once you see confirmation the account is linked, select OK, then Next to move on.

11. Read the integration information, then select Next.

12. Expand the Contact sync drop-down menu and choose either Yes (to sync Gorgias contacts) or No (to not sync Gorgias contacts) to an address book in Dotdigital, then select Next.

13. Expand the Insight data sync drop-down menu, then choose either Yes (to sync), or No (to not sync) support ticket information to an Insight data collection in Dotdigital, then select Next.

To find your Gorgias customers in Dotdigital, go to Email -> Contacts -> All contacts and find the Gorgias customer's address book.



Insight data sync

Here's an outline of the support ticket information Insight data structure synced from Gorgias to Dotdigital.

Collection name: SupportTickets

AttributeDefinition
IDGorgias support ticket ID number.
ChannelThe channel the ticket came in on (SMS, email, phone, or Chat).
Customer NameName of the customer on the ticket.
Customer EmailEmail address of the customer on the ticket.
Created DateDate and time the ticket was created.
Updated DateLast date and time that the ticket was updated.
LanguageThe language used in the ticket, for example, en.
StatusThe status of the ticket, either open or closed.
SubjectThe subject line of the ticket.
TagsAny Gorgias tags added to the ticket.


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