Set up Gorgias Voice to make and receive callsUpdated 2 hours ago

With the Gorgias Voice Add-on, customers can call your support phone number to speak with an agent, and the interaction will be saved as a Voice ticket in your helpdesk. To set your helpdesk up to take calls in Gorgias, start with a phone number, then create an integration.

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Requirements

• Available on Helpdesk Plans with the Voice Add-on
• Only Admins can set up Voice
• All users (except Observers) can place or answer calls

Step 1: Add a phone number to Gorgias

To set your helpdesk up to make and receive calls, you’ll create a Voice integration for each phone number your customers can dial to contact your brand’s support team. If you already had a phone number before switching to Gorigas, you can port the number into Gorgias. If you’re setting up phone support for the first time, you can create a phone number right in Gorgias.

Port an existing phone number

If your support team already has a phone number, you can add it to your helpdesk so that your agents can answer calls via Gorgias, rather than through a dedicated external phone line. To get started, use the form below to request to port your phone number into Gorgias:

Request porting

Porting requests can take an average of 4 weeks to be finalized. Once we receive your request, our Support team will be in touch with additional details, and we’ll be available for any questions you might have during the process.

Please note that not all phone numbers are able to be ported into Gorgias. Currently, we support porting for the following types of phone numbers:

Create a new phone number

If you don’t have an existing phone number, you can create one with the Voice add-on. Gorgias offers multiple phone numbers (local, mobile, toll-free and national) for various countries including Canada, the United States, Australia, France, United Kingdom, and more.

Depending on the country you’re creating a phone number for, you’ll either be able to create the phone number directly in Gorgias, or submit a request to our team to acquire the number for you.

Create a phone number

If a phone number for the country or type of number you selected can’t be created in Gorgias, follow the steps to request a phone number instead.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. In the top-right corner, click Add Phone Number.
4. Enter a Phone number name.
5. Under Country, click the dropdown menu, then search for and select your desired country for the phone number.
6. Under Type, click the dropdown menu and select whether you’d like your phone number to be Local, National, Mobile, or Toll-free. When required, you’ll also be prompted to select an Area code.
7. Click Add Phone Number.
   
   

Request a phone number

If you select a country or type of phone number and are unable to continue creating the phone number, this indicates that Gorgias will need to acquire the phone number on your behalf due to regulations in that country. Our list of available phone numbers by country mentions which countries and types of phone numbers will need to be requested.

This process typically takes 2 weeks, and you may be required to submit accompanying documentation. Our team will help identify any required documentation and submit it for you.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. In the top-right corner, click Add Phone Number.
4. Enter a Phone number name.
5. Under Country, click the dropdown menu, then search for and select your desired country for the phone number.
6. If your number needs to be requested, click phone numbers request form in the prompt that appears.
7. Fill out the form, then click Go back to my helpdesk.
   
   

Step 2: Create a team

To get your helpdesk ready to support calls, create and designate a team of agents to answer incoming calls. You might create a variety of teams based on support topic specializations, different escalation paths, or even staffing schedules, then you’ll assign them to individual queues to distribute your call volume. Before you create a team, take a moment to decide how you’d like your agents who answer calls to be organized.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Account, then select Teams.
3. Click Create Team.
4. Enter a Team name and add an emoji and description, if you’d like.
5. Under Team members, search for and select the users you’d like to add to the team.
6. Click Create Team.
7. If you’re prompted to create an auto-assignment rule, click Create Rule Later.

If you’re creating multiple teams to assign to different queues or phone numbers, repeat the steps above for each new team. Otherwise, move on to Step 3: Create a call queue.

Step 3: Create a call queue

Call queues allow you to control which agents or teams receive incoming calls from Gorgias Voice. You can use call queues to manage call volume, prioritize and route calls, and transfer active calls to specific queues. You can also customize the on-hold experience for the caller waiting in the queue.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. Click the Queues tab at the top of the page.
4. Enter a Queue name and Queue capacity.
5. If you’d like, click the toggle next to Priority queue to route callers in that queue to available agents first.
6. Under Routing options click Distribution mode, then configure how calls should be routed.
7. Click Caller experience, then customize how long callers can wait on hold and select your hold music.

Once you’ve created a queue, you can repeat the steps if you’d like to create another, or move on to Step 4: Create a Voice integration. You can always come back to edit or create more queues later!

Step 4: Create a Voice integration

Once your phone number has been added to Gorgias, and you’ve set up your teams and queues, you’re ready to create a Voice integration and start receiving calls in your helpdesk. Think of each integration as a separate phone line that you can customize with different routing, voicemail and Interactive Voice Response (IVR) options.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. Click Add Voice Integration.
4. Under Integration name, enter a name for the phone line and select an emoji, if you’d like.
5. Under Business Hours, select Default Business hours. You can always customize this later.
6. Click Next.
7. Select either Basic Routing, Send calls to Voicemail or IVR as the routing behavior for calls to this number.
8. Click Create Voice Integration.

Once you’ve created a Voice integration, you’ll be able to review and edit the call flow and configure general settings for the integration. Click Edit Call Flow and continue to Step 5: Review the call flow.

If you’d rather customize the call flow later, click Go To General Settings and skip ahead to Step 6: Customize your integration settings.

Step 5: Review the call flow

You can customize the routing behavior for calls made to your phone number using an interactive call flow editor to visually manage routing logic, create multi-level IVR menus, apply schedules, and more.

To finish setting up your integration, you’ll need to configure the steps that appear in your call flow. If you’d like, you can also add more steps to the flow to further customize it.

1. Click each step in the call flow to open its settings, then adjust them to your preference.
2. To add a step, click the Add step icon along the branch you’d like the step to occur, then adjust the settings.
3. When you’re ready, click Save Changes in the top-right corner.

For a detailed guide on using the call flow editor to configure IVR, visit our guide on setting up call flows and IVR. If you’re looking for inspiration for your call flow, we also have some IVR menu examples that you can browse. When you’re finished, return to this guide and continue to Step 6: Customize your integration settings.

Step 6: Customize your integration settings

You can enable call recording and call transcription options for your Voice integration from the integration’s General tab.

1. From your Voice integration’s General tab, scroll to Call recording.
2. To enable automatic call recording for inbound and outbound calls, click the toggles next to Inbound calls and Outbound calls. We recommend adding a call recording notification to inform customers when a recording is in progress.
3. Scroll to Call transcription, then click the toggles next to Call recording and Voicemail if you’d like to generate a transcript of your call recordings and voicemails.
4. Click Save Changes.

_{Important: Certain laws that may apply to you could require that you obtain consent from both the agent and the end-user before initiating any call recording. Gorgias is not responsible for configuring the Voice integration to comply with the laws applicable to your business. You are solely responsible for determining which laws apply to you and for obtaining any required consent from the agent and end-user.}

Additional resources

By following the steps in this guide, you’ve created a basic Voice integration, and you’re ready to make and receive calls in Gorgias. If you’d like to further customize your setup, you can learn more about Voice integration settings and call flow configurations in the dedicated guides below:

• Guide to Gorgias Voice
• Manage Voice Integrations in Gorgias
• Manage call flows and configure IVR for Gorgias Voice
• Enable transcription for Gorgias Voice integrations
• Automatically record Gorgias Voice calls
• Set up Voicemail for Gorgias Voice integrations
• Set Business Hours for Gorgias support channels
• IVR menu examples