Forward calls from Gorgias to agents

Call forwarding will only work for tickets assigned to agents and Voice ringing settings need to be set to round-robin. If they're set to broadcasting, forwarding won't work.

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 rung in the helpdesk, rather than calling them in the browser, the agent will receive the call on the number they added.

If the call is assigned to a team and an agent declines or misses the call on their mobile device, the call will continue to be forwarded to the next agent.

The user's status needs to be set to available in Gorgias, so they can receive calls on their mobile.

When the call is forwarded, the person who accepts the call on a forwarded number presses 1 on a dial pad to accept the call. The message with instructions should be played to the called party as soon as the call is accepted.

Steps

Select your name from bottom-left corner of Gorgias → then select Your profile
Use the Enable call forwarding toggle to turn on call forwarding
Enter the phone number you want to forward calls to from Gorgias
Select Save Changes to finish

If you want to forward an agent's incoming calls to an external phone number, there can't be a greeting message set up on the external line or calls will be dropped because of a requirement for the called party to press a digit.

Forward calls when offline

Optionally, you can choose to receive calls to your mobile device even when you are offline. Just make sure that your availability in Gorgias is still set to ON, even if you log out or close your browser window with Gorgias to step away from the computer.

Select your name > then click on Your profile
Use the toggle to turn on Enable call forwarding, if it is not already
Select Forward calls when offline
Select Save Changes to finish

Note: if your phone number in Gorgias is set to Send calls to voicemail outside business hours, you will not receive calls to your mobile device while offline after business hours have ended

Forward calls from Gorgias to agentsUpdated 4 months ago

Steps

Forward calls when offline