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Gorgias SMS Integration

Here we will discuss our very own SMS integration! 💬 Now available to all Gorgias users!


How it works

With this channel, you can receive and respond to SMS and MMS messages using Gorgias. This makes it easy for your customers to communicate with your store on the go, and easy for your agents to provide fast conversational support. Each new SMS conversation will correspond to one new ticket on your Gorgias dashboard.


Which features are available?

  • Sending and receiving SMS messages.
  • Sending and receiving MMS messages.
  • Auto-reply to SMS messages via rules.
  • Add and remove SMS capabilities from an existing or new phone number.



Setup instructions

To set up your very own SMS integration, you will first need to have a phone number. If you don't have a Gorgias phone number yet, you will need to either create a new one or port your existing one into Gorgias.

More on how to create phone numbers with Gorgias in these docs:

Once you have a phone number (existing or new), please follow these steps:

  1. Go to Settings → Integrations → SMS.


  1. In the upper-right corner click the 'Add SMS Integration'button.


  1. On the next page, you can choose the name for your new SMS integration and the phone number that you want to install it on. Once done, simply hit the 'Add SMS Integration' button.


  1. It's as easy as that! If you go back, you will now find your new SMS integration on the list:


Messaging policy

The content needs to be in accordance with the Twilio Terms of Service and Twilio’s Acceptable Use Policy which includes the Twilio Messaging Policy and Content Policy. 

The following categories are banned:

  • High-risk financial services
  • Third-party lead generation services
  • Debt collection or forgiveness 
  • "Get rich quick" Schemes
  • Federally illegal substances (including Cannabis and CBD)
  • Gambling
  • "S.H.A.F.T" Use Cases (Sex, Hate, Alcohol, Firearms, Tobacco)

Any violation of these policies will result in deactivating the SMS/Voice service.


FAQs

Which phone numbers that we offer have SMS capabilities?

We offer SMS and MMS functionality for the United States and Canada phone numbers. For the United Kingdom, right now we support SMS for UK mobile numbers, but we don’t yet support SMS or MMS for UK local numbers. Other countries will be available soon! More on this in Twilio's documentation here.

What countries can I send and receive SMS messages from?

By default, we allow messages from Israel, Japan, France, Germany, the United Kingdom, Australia, United States, Canada, and all North American countries with country codes starting with +1 (including Guam, Grenada, the Dominican Republic, etc.).
If you need additional countries, you can reach out to our support team and we may be able to expand access depending on the country.

How is opt-in handled?

It's important to note that you are responsible for using the text features in Gorgias' native SMS system in compliance with applicable laws. We currently do not have an automatic opt-in system, where the customer is automatically asked if they would like to start a conversation via SMS. Our SMS provider, Twilio, does provide Opt-out support, so if a customer sends 'Stop', 'Unsubscribe', 'Cancel', or any other industry-standard opt-out language, you will no longer be able to respond to them until they resubscribe by replying 'Start'. 


Is there a character limit?

The limitation for the length of the message is 160 characters.


What kinds of MMS messages can I send?

We currently allow the following file types: png, jpg, jpeg, and gif. While we cannot send or receive heic files, you will be able to receive MMS messages sent from iPhone users as they will be automatically converted into jpegs from the users' device.
We cannot currently send or receive PDFs or other non-image file types.


How can I get SMS capabilities on a phone number I own on another platform?

Right now, you can only have SMS on phone numbers that are owned in Gorgias. If you have an existing number, you can port it over to our platform through the porting process. If you have phone support on another platform, you will need to port over to the Gorgias' phone system.


Will we see read receipts for SMS?

No, at this stage we do not show read receipts for SMS.

Can we receive OTP SMS?

No, at this stage OTP SMS are not yet received for security reasons.



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