PostscriptUpdated 8 months ago

Postscript is an SMS marketing platform for Shopify merchants.

How it works

Enabling the integration allows Postscript to create SMS tickets inside Gorgias. When support agents respond to the ticket in the Gorgias interface, the responses will be sent out via the same SMS number that the initial message came through.
When the ticket is closed in Gorgias, if the customer replies to a Postscript ticket within 24 hours, the old ticket will be reopened. If however, you receive a response from the customer after this time frame, a new ticket will be created!

Setup instructions

1. On your Gorgias dashboard, select the three-dot icon in the top-left corner, and select Settings from the options listed.
2. Under You, select REST API.
3. On this page, locate your Base API URL and Username. Copy these or write them down-- you'll need to enter them in Postscript later.
4. Select Apps in the side menu of your Postscript dashboard.
5. Locate and select Gorgias. You can scroll to locate the integration or search for it using the search field at the top of the Integration page.
6. Enter the requested information—Base API URL (listed as Gorgias URL) and Gorgias Username.
7. Optional: Select the Auto-Create Tickets checkbox. This automatically creates tickets in Gorgias for every SMS response you receive from your customers.
8. Once the information is added to the Account Details section, select the Update button below the Auto-Create Tickets checkbox.
9. Under the Authentication section, add your Account name (Tip: the account name is the subdomain of your Gorgias URL. For example, looking at the Gorgias URL: postscript.gorgias.io/api - the account name is Postscript).
10. Select the OAuth button to be redirected to the Gorgias authentication page (Tip: If you are not redirected, please ensure you are signed into your Gorgias account).
11. Select Authorize. Once the connection is reauthenticated, you will be redirected to your Postscript Apps page.
12. Select the Enabled toggle so it shows as green.

And that's all - your Postscript account is now integrated into Gorgias! You can review it under Settings → Apps & Integrations → Postscript.

Reauthenticate Your Postscript Integration

If you already have your Postscript account connected to Gorgias prior to February 16th these steps are mandatory for you so that there are no disruptions to the integration. 

1. From your Postscript dashboard, select Apps on the left-side navigation panel.
2. Using the search field at the top of the Apps page, search for Gorgias. There are two Gorgias integration cards - the updated version is labeled "Gorgias" and the deprecated version is labeled "Gorgias (Legacy)". Be sure to select the updated integration card that is labeled "Gorgias".
3. Enter the requested information—Base API URL (listed as Gorgias URL), Gorgias Username, and Account name (Tip: the account name is the subdomain of your Gorgias URL. For example, looking at the Gorgias URL: postscript.gorgias.io/api - the account name is Postscript).
4. Optional: Select the Auto-Create Tickets checkbox. This automatically creates tickets in Gorgias for every SMS response you receive from your customers.
5. Next to the Account field, select the OAuth button to be redirected to the Gorgias authentication page (Tip: If you are not redirected, please ensure you are signed into your Gorgias account).
6. Select Authorize.
7. Once the connection is reauthenticated, you will be redirected to your Postscript Apps page
   

FAQs

What does 'Auto-Create Tickets' mean?

This option creates a new Gorgias ticket for every customer that replies to your Postscript number. Disabling this option allows you to manually choose which responses get created as Gorgias tickets via the Postscript responses interface.

Can I create SMS tickets from Gorgias?

Unfortunately, customers must first text your Postscript number to start an SMS Gorgias ticket. You cannot start an SMS conversation with a customer from Gorgias.

Can auto-reply rules be applied to Postscript tickets?

No, as of now. But rules with other actions as tag/assign etc. will work properly!

Can I create a view for Postscript messages?

First you would need to create a rule that would tag Postscript tickets:

Once this is done, please create a view with the following settings:

And you're all set!

Can GIFs and images be pulled in Postscript tickets?

Your customers are able to send images/gifs via SMS and those will be visible in Gorgias! Please note that images can be sent one way as of now, so you will receive images sent from customers, but cannot reply with an image just yet.

Is it possible to integrate multiple Postscript accounts into a single Gorgias account?

Yes! Postscript now supports multiple accounts integrated into Gorgias. For differentiating tickets coming from a specific store, you can use rules that would tag tickets based on the subject line, as the store name will be pulled to the subject line of the ticket.

Why don't I see my customer's data in the ticket widget?

If the customer reaches out via Postscript before they made a purchase, or registered on Shopify, their data will not be pulled into the Gorgias sidebar widget.
Even after the purchase has been made, actually, if it was made after they created a ticket. In that case, we recommend setting the right customer on the ticket manually, so that their data is subsequently pulled in from that point.