Guide to Gorgias VoiceUpdated 2 hours ago
Gorgias Voice is an optional add-on to your Helpdesk plan that allows you to make and receive phone calls from your Gorgias helpdesk. Set up a Voice integration to get started.
Requirements
- All Helpdesk plans can subscribe to the Voice Add-on
- Only Admins can subscribe to and set up Voice
- All roles (except Observer) can make and receive calls
Manage your Voice subscription
With Gorgias Voice, you can create multiple Voice integrations if you need multiple phone numbers, or want to create dedicated phone lines for specific support issues. The settings for all of your Voice integrations are managed separately, allowing you to customize each phone line to best meet your needs. To add Voice to your helpdesk plan or manage your existing subscription, follow the steps below:
- From your helpdesk, click the Settings icon in the bottom-left corner.
- In the menu, locate Account, then select Billing & usage.
- From the Usage & Plans tab, locate Voice, then click Manage or Subscribe.
View and manage Voice integrations
To create a Voice integration or to manage an existing integration, navigate to the Voice page in your helpdesk.
- From your helpdesk, click the Settings icon in the bottom-left corner.
- In the menu, locate Channels, then select Voice.
- Select an existing integration from the list, or click Add Voice Integration.
What to expect from Voice
Billing
Gorgias Voice is billed based on the volume of Voice tickets created in Gorgias, not by the number of Voice integrations. A Voice ticket is any ticket where at least one phone call (inbound or outbound) takes place. When you subscribe to the Voice Add-on, you’ll select a pricing tier that includes a minimum amount of Voice tickets and an overage rate. This ticket amount and the overage rate is counted separately from the tickets included in your Helpdesk plan. Learn more about how you’re billed for using Gorgias Voice.
Voice tickets
When a call connects, is missed, or someone leaves a voicemail, a ticket is created in your helpdesk that tracks the events of the interaction, like the time the call occurred and whether it was incoming or outgoing, as well as any voicemails, recordings, or call transcripts related to the call. Any callback events that happen within three days of the initial call will be included in the same ticket, while calls that take place after three days have passed will create a new ticket.
Once the ticket is created, agents are able to see the customer’s ecommerce history, ticket history and other integration data, as well as add tags and ticket fields — just like any other ticket in Gorgias.
Settings and features
Gorgias Voice allows you to make and receive calls, and offers a suite of features to help you manage call volume, optimize your operations, and unify tickets across your helpdesk. Click through the links below to learn more about what you can do with Gorgias Voice:
- Create local, toll-free, mobile and national phone numbers for a variety of countries, including the United States, Canada, France, UK, Australia, New Zealand, and more
- Port your existing phone number into Gorgias
- Create call queues to route calls to specific agents and teams, configure sequential round-robin or simultaneous broadcast ringing for incoming calls, and decide how long callers wait in queue before being sent to voicemail
- Design call flows and build IVR menus to customize your callers’ experience
- Set up voicemail so customers can leave messages outside of business hours
- Forward calls into Gorgias to create helpdesk tickets
- Automatically recognize Shopify customer profiles
- Transfer active calls to other agents or queues
- Forward calls to external phone lines to continue the conversation away from your desk
- Enable recordings and transcripts to review calls later
- Monitor voice statistics
