Set up Voice to make and receive phone callsUpdated 9 days ago

You can set up Gorgias Voice so that your team can make and receive calls directly from your helpdesk.

Each time you receive a phone call, the conversation is managed in Gorgias as a ticket, just like inquiries from email, chat and other channels. Your agents can make and receive phone calls without leaving the Gorgias app, and resolve tickets faster with access to customer profiles, Shopify order history, and previous support interactions.

For each Voice integration, you can decide how you want to route inbound traffic, manage call volume, and customize the caller’s experience. These options include:

• Set up call queues to prioritize and route inbound calls to your teams
• Use an IVR menu tree to filter and connect callers with the right teams
• Customize call greetings and voicemail
• Enable call recording and transcripts to help your team resolve tickets effectively and meet compliance needs

Requirements

• You must have the Voice add-on as part of your Gorgias subscription
• You must have Admin permissions to set up Voice

Select a phone number and function

Your phone number allows you to make inbound and outbound calls using Voice. If you don’t already have a phone number, you can create a new one or port an existing number to Gorgias.

You can only have one Voice integration associated with a phone number.

1. Go to Settings > Voice, then select Add Voice Integration
2. Enter an Integration name
   
   
   • You might use a function-based name like “Main line” or “After hours”. Or, you might use a located-based title, like “North America” or “Europe”
3. Open the Phone number dropdown menu and choose a phone number
   
   
   • If you don’t have a phone number, select + Create phone number or port an existing number
4. Open the Function dropdown menu to choose how you want to use the Voice integration
   
   
   • Select Standard number to distribute calls to users or teams
   • Select Interactive Voice Response (IVR) to manage and route incoming calls through a menu tree
5. Select Next to continue

Set up your routing behavior

For standard phone lines (without IVR), your routing behavior determines how your team receives and hands inbound calls.

You can choose to route inbound calls through a call queue where they are distributed to your agents or teams. Alternatively, you can send calls directly to voicemail for your team to follow up later.

1. Select a routing option (Ring to agents or teams or Send calls directly to voicemail)
2. If you choose Ring agents or teams, open the dropdown menu to select a call queue
   
   
   • A call queue routes calls to the right agents, manages call capacity, and customizes callers’ experience while they wait
   • If you don’t already have a queue, select + Create New Call Queue
3. Select Create Phone Integration to finish

Manage your call settings

For each Voice integration, you can customize call settings including your greeting message for inbound calls and your voicemail experience. You can enable call recording and transcriptions to capture call details and help your team resolve tickets efficiently and compliantly.

From your call settings, you can also update the routing behavior for inbound calls.

1. Go to Settings > Voice
2. Select the Voice integration you want to edit
3. Under Call settings, configure your settings for incoming calls
   
   
   • Learn more about Greeting messages
   • Learn more about Routing behavior
   • Learn more about Voicemail
   • Learn more about Call recording
   • Learn more about Call transcription
4. Select Save Changes to finish