Manage Gorgias Voice integrationsUpdated 6 days ago

With Gorgias Voice, you can set up your helpdesk to make and receive phone calls by creating Voice integrations.

Every Voice integration creates a dedicated phone number that shoppers can use to contact your support team. You can configure various settings for each integration to customize the experience for both agents and customers.

Requirements

• Available on all Helpdesk plans with the Voice Add-on
• Only Admins can manage Voice integrations

View Voice integrations

Select an integration to access its settings. Every integration’s settings are unique, so be sure to adjust the settings for each integration you add to your helpdesk.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. From the Integrations tab, select the integration you’d like to manage.
   
   

Manage general settings

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. From the Integrations tab, select the integration you’d like to manage.
4. From your integration’s General tab, scroll to General.
5. To rename the integration, enter a name under Integration name and select an emoji, if you’d like.
6. To change the phone number connected to the integration, click the dropdown menu under Phone number, then search for and select a phone number.
7. To change the hours that the phone line is available, click the dropdown menu under Business Hours, then search for and select the schedule the integration should follow.
8. Click Save Changes.

Manage additional features and settings

You can also enable automatic call recording, call transcription, and set up voicemail for your Voice integrations. For more information, visit the following articles:

• Automatically record Gorgias Voice calls
• Enable call transcription for Gorgias Voice integrations
• Set up Voicemail for Gorigas Voice integrations
  
  

Delete a Voice integration

When you delete a Voice integration, all Views and Rules it’s associated with will be deactivated, and future calls will connect to a silent phone line.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. From the Integrations tab, select the integration you’d like to remove.
4. From your integration’s General tab, click Delete integration.
5. Click Confirm.