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TXTFi is a conversational commerce platform for Shopify  merchants to accept orders via SMS. 

Integration benefits

Enabling this integration allows TXTFi 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, in turn  allowing a seamless, side by side conversation with your  customer, while still allowing automated ordering through SMS. 

For example a Gorgias ticket (conversation) can be initiated in  one of two scenarios: 

1. If a customer is having difficulty while using our automated  ordering bot, they will be asked or automatically connected to  a live agent through Gorgias (depending on your settings).  Once the Gorgias conversation is completed, our automated  bot will re-engage. 

2. A customer can send an SMS to your number with one of  various trigger words to open a new Gorgias conversation. 

When a ticket is closed in Gorgias, our TXTFi automated bot will  re-engage itself. Any future responses from the customer will  create a new ticket in Gorgias.

Setup Instructions  

*This integration requires you have a TXTFi account  

  1. Copy credentials from Gorgias, from Settings > Rest API
  1. In your TXTFi portal go to Integrations > Gorgias and paste your  API credentials copied from Gorgias

  1. Configure the following settings within TXTFi:  

A. Select automatic or customer initiated ticket creation. (If a  customer is having difficulty ordering / using our bot, should  we automatically setup a Gorgias ticket or ask the customer  first if they would like to text with a live agent)  

B. Configure your trigger word to open a Gorgias ticket. (For  example ‘agent’ in turn if a customer sends the word ‘agent’ to  your number it will open a new Gorgias ticket  

C. Select which user/team should be assigned these new tickets  in Gorgias 

  1. Click Save Settings and you are all set!



Q- Can I just use TXTFi for SMS based customer service  without the ordering bot? 

A- Sure, you would just need to disable our bot from within your  TXTFi portal settings. 

Q- How can a customer interact with my Gorgias account  through TXTFi SMS? 

A- One of two scenarios. First, a customer can text in your trigger  word anytime to text with a live agent. Second, if a customer is  using the automated ordering bot and runs into some difficulty  they can automatically be connected with a live agent through a  Gorgias ticket. 

Q- What is the workflow for a ticket once created through  SMS?  

A - Once a ticket is created your live agent can communicate  through Gorgias and each reply will be relayed through TXTFi  SMS to your customer. Once an agent closes a ticket (or 72 hours  passes) that ticket will be closed out and if your customer needs  further help a new ticket will be opened in Gorgias. 

Q- I have another question not listed here, what do I do?

A- Contact our support team by visiting TXTFi.com or  [email protected] we will personally work with you to ensure a  smooth setup!

 Please note that this integration was built by our partners and while we do support it, in case any technical issue arises, the wait time might be a bit longer than for a regular support request. Thanks for your understanding!

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