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RechargeSMS (ElectricSMS)Updated 2 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.


RechargeSMS (former ElectricSMS) is a transactional SMS platform for Shopify merchants on both basic D2C stores as well as D2C stores running on subscription models. It is a text-based customer experience tool.

Enabling the integration allows RechargeSMS to create SMS tickets inside Gorgias when a customer messages the system a keyword that isn't understood or when a customer asks to end their subscription. 

If the store has the Gorgias integration implemented, when support agents respond to the ticket, the responses will be sent out to the customer via email with the entire context of the SMS dialogue.

However, upon ticket creation, the Recharge widget will appear in the ticket sidebar in Gorgias with the Text via SMS option. By using that button, you can continue the conversation via SMS from the browser pop-up.

The RechargeSMS Tag will be automatically added to your tickets for easier handling with Gorgias.

When the ticket is closed in Gorgias, the ticket history isn't removed from RechargeSMS and any future responses from the customer will be added to the same ticket.


Steps

This integration requires you to have a RechargeSMS account.


1. Launch RechargeSMS and locate the Customer Support Integrations widget on the homepage.

2. Select Gorgias from the list and click Connect.

3. To access your Gorgias login credentials, open Gorgias, then go to Settings -> You -> REST API

4. Input your Base API URL, Username, and API Key as your password into RechargeSMS.

5. Click Confirm to enable the integration.



FAQs

What do you mean by Auto-Create Tickets?

A new Gorgias ticket is created for every shopper who replies to your RechargeSMS number with an unknown keyword or asks to end their subscription (if you have disabled the option for users to automatically end their subscriptions via SMS).

Can I start RechargeSMS tickets from Gorgias?

Shoppers must first have purchased something from the store attached to their RechargeSMS number to start a Gorgias ticket. You can't start an SMS conversation with a customer from Gorgias.

Why did Recharge send an SMS cancelation?

That's a Shopify notification, you can change these settings. Here's Some assistance with that from Shopify. Recharge notifications can also be changed as per this article.

Why wasn't the full Chat transcript pulled into Gorgias?

This is expected - not all of the transcripts from Recharge SMS will be pulled into Gorgias, just the ones that were passed to your CS team.

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