Voice FAQUpdated 2 hours ago

You can also run a Twilio test to check if your connection is stable enough.

By default, you can call and forward calls to numbers from the countries listed in our Voice and SMS coverage regions article.

If you need to make outbound calls to additional countries, you can reach out to our Support team and we may be able to expand access depending on the country.

You're free to get as many phone numbers as you need in Gorgias - just note that they all count towards your plan's integration limit. 

When you delete a phone number in Gorgias, it'll be deleted in 10 days if you don't re-add it within that time frame.

Native phone numbers are created in Gorgias, and you're answering calls in Gorgias.

Forwarding is when you have an external service provider and these calls are redirected (forwarded) to Gorgias through them.

Porting is when you migrate your service from an external provider to Gorgias. This process is a one-time step that occurs during setup. After this, Gorgias becomes your service provider.

Not currently, but premium/novelty numbers are offered through specific services like Number Barn, which can be ported into Gorgias via a porting request.

Yes - you can choose to either forward calls to your existing number into Gorgias, or port your existing number into Gorgias to add it to your helpdesk.

A short disruption can occur on the day when porting is scheduled while the phone number is being ported into Gorgias. As soon as porting is finished, you shouldn't be experiencing any more issues.

Keep your existing account until porting has been completed as deleting it before then can cause you to lose the number altogether. Once the porting process has been completed, the porting team will let you know it's safe to delete the account with your existing provider.

To check if your current provider will allow call forwarding, you'll have to search your current provider's documentation for a feature like Forward to device or Call forwarding and follow their instructions.

Here are some instructions to forward calls from some common phone providers:

• Aircall
• RingCentral
• Zendesk Talk*
• Google Voice
• CloudTalk
• Grasshopper
• Nextiva
• Dialpad
• GoToConnect
• AT&T Business
• Microsoft 365 Business

No. Placing outbound calls from your helpdesk will show the party you're calling the number you created in Gorgias. We recommend porting your phone number into Gorgias or transitioning to the number you created in Gorgias instead of forwarding calls.

You should see your customers' phone numbers, but it depends on your phone provider. If the provider blocks that information, their phone numbers won't be pulled into Gorgias.

Yes - you can use call forwarding settings within the agent profile to forward calls out of Gorgias. You'll need to set the phone number in your agent's profile as your secondary provider's number.

When a call is forwarded, you aren't able to manually start or stop call recording, but when  automatic call recording is enabled, forwarded calls will be recorded.

No, your customers won't be charged outside of the standard calling rates they already receive from their phone provider. Toll-free phone numbers incur no charges at all for the customers.

No - Gorgias operates through a browser, so you won't incur any international call charges by answering from an IP address overseas.

Yes. You can transfer a call to another agent, a queue or to an external phone number. Click the Call transfer icon while on an active call to choose where you'd like to transfer the call.

You can merge Voice tickets with any other tickets if the Voice tickets don't contain any unfinished calls (ringing, answered, in progress, etc.).

Not currently.

Greeting messages and voicemail greetings can be added as Text-to-speech or as a custom recording. Text-to-speech greeting messages can be a maximum of 1000 characters, and custom recordings can be a maximum of 2MB.

Custom recordings are required to be uploaded in .mp3 format. The recommended settings for your recording are:

• Channel: mono (i.e. single channel)
• Sample rate: 16000 Hz
• Bit rate mode: constant
• Bit rate: 64 kbps

Voicemails are available within the ticket and can be found as voicemail left events for up to 6 months from the recorded date before they're deleted. 

Call recordings and voicemails will be stored for up to six months before they're automatically deleted. Once deleted, the Call ended event will include a message indicating that the recording has been removed. To keep recordings for longer than six months, you can download them.

If you check the user list under Settings -> Users & Teams -> Users, you'll see green and grey dots on the users' pictures, depending on their availability.

While you can't answer or place calls from the Gorgias mobile app or a mobile web browser, you can set up call forwarding to ring your mobile device instead of your desktop browser. When you answer the call, a recording will notify you that this call has been forwarded from Gorgias and you'll be prompted to press 1 to accept the call.

If declined, calls assigned to teams will be routed back into Gorgias to try other agents.

No. You can enable call forwarding so that incoming calls ring a phone number on an external device, but it isn't possible to have the call ring on the external device and in the helpdesk simultaneously.

No, however you can keep track of your missed calls in Statistics ->  Live -> Voice.

Not currently.

Not currently.