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TextlineUpdated 2 months 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 tool that serves as a hub for e-commerce companies helping you centralize communication and syncing it with your Shopify or Magento setups. It can sync up your Textline conversations with the rest of their support workload in Gorgias.

The Textline integration will create tickets in Gorgias that match your Textline conversations, but it doesn't allow you to respond to them from Gorgias. You'll be able to keep track of them and use Textline or the Textline Chrome Extension to respond to them.



Steps

1. Go to Settings -> App Store -> All Apps.

2. Search for Textline and click on it.

3. 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.
6. Authorize the app. Once connected, you'll have two options for 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'd like tickets in Gorgias to be resolved when you resolve them in Textline. However, resolving Textline-created tickets in Gorgias won't have any effect on the Textline conversation.

When 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 won't be sent to Gorgias. 

All Textline messages show up as messages sent via SMS in Gorgias and Textline-created tickets in Gorgias will also have a Textline Tag. 

Contact names from Gorgias will sync into Textline whenever they create a new conversation.

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