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TextlineUpdated 21 days ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.


Textline is a great tool that serves as a hub for e-commerce companies. Centralizing communication and syncing it with your Shopify or Magento setups is a huge advantage, so we're glad to help our customers sync up their Textline conversations with the rest of their support workload in Gorgias.

The Textline integration will create tickets in Gorgias that match your Textline conversations.

Please bear in mind that the integration doesn't allow you to respond to the conversations from within Gorgias, you will be able to keep track of them and use Textline itself or the Textline Chrome Extension to respond to them.


Steps

1. From your Gorgias account head to Settings -> App Store -> All Apps.

2. Search for Textline.

3. After selecting the app, click on the Connect App button.

4. You'll be redirected to your Textline account under the Integrations page.

5. Select Gorgias, enter your subdomain and click the Connect button at the bottom of the page.


6. Authorize the app.


Once connected, you'll have two options regarding how tickets in Gorgias are handled by Textline: 

  • The first option is to allow Textline to assign the ticket in Gorgias to a user when the conversation in Textline is assigned to an agent. Textline agents are matched with Gorgias users based on their email addresses.
  • The second option is if you would like tickets in Gorgias to be resolved when you resolve them in Textline. However, resolving Textline-created tickets in Gorgias will not have any effect on the Textline conversation.

Now that you have the integration set up, new Textline conversations will create Gorgias tickets. For conversations that are currently open, subsequent messages will create a Gorgias ticket. Any messages or conversations in Textline before the integration gets set up will not be sent to Gorgias. All Textline messages show up as messages sent via SMS in Gorgias. Textline-created tickets in Gorgias will also have a Textline tag. Finally, contact names from Gorgias will sync into Textline whenever they create a new conversation.

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