Chat: Set up Gorgias chat integrationsUpdated 7 days ago

When you set up Gorgias chat, you give your shoppers a real-time way to connect with a support agent or AI Agent, right from your store’s website. Once you’ve set up chat, you can install the widget to pages on your store to give shoppers a chance to connect with support no matter where they are in their shopping journey. With AI Agent, your customers can also self-serve common support issues and receive proactive shopping recommendations, making your team members available to focus on more complex support requests.

Requirements

• Chat is available on all plans. Chat automation features are only available with an AI Agent subscription.
• Only the account owner and admins can set up chat.
• All users (except Observers) can respond to chat tickets.

Installing Gorgias Chat

Every chat conversation with your customers creates a ticket in your helpdesk, which allows your support team to interact with your customers and resolve their requests. If you connect a Shopify store to Gorgias, you can also connect AI Agent to a chat integration, so it can work alongside your human agents to tackle the support requests in your helpdesk.

Once you've installed a Chat integration, you can customize it with multi-language support, online and offline hours, dynamic wait times, and more. With an AI Agent subscription, you can also optimize Chat with additional Gorgias features like Flows, Order Management, and AI Agent. If you manage multiple stores in Gorgias, you can repeat the steps below to configure and install a separate Chat integration for each store, allowing you to customize each integration to suit each store’s requirements.

Step 1: Set up the basics

When creating a new chat integration, you’ll give it a name, set a default language and location, and connect the store where the chat widget should appear.

The default language setting determines which languages your chat can display to shoppers on your store or website. If a shopper’s browser language matches one of your configured languages, the chat widget will be in the browser language. If the browser language can’t be detected or isn’t one of your configured options, the chat widget will be in the language you selected as the default.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the sidebar, locate Channels, then select Chat.
3. Click + New chat in the top-right corner.
4. Under Chat title, give your chat a name.
5. Click the dropdown menu under Default language, then select a language. To make chat available in additional languages, click + Add language.
6. Under Choose where you’ll install your chat, select either Ecommerce platforms or Any other website.
7. Under Connect a store, click the drop-down menu, then select a store. Skip this step if you chose Any other website in the previous step.
8. Under Choose how to connect with customers, select either Allow live chat messages to enable real-time chat messaging, or Allow only offline capture messages if customers should only be able to open an asynchronous email ticket from the chat widget.
9. Click Continue.

Step 2: Brand look and feel

Once you’ve created the integration, you can change the appearance of the chat widget to match your brand’s look and feel.

1. Click the color swatch to select a Brand color. If you don’t see a color you like, enter a hex code to apply a custom color.
2. Under Home page logo, click + Add logo to upload a brand logo, and an alternative logo.
3. Select where you’d like the chat widget to appear on your webpage from the dropdown menus under Launcher position. You can also make minor adjustments by specifying a number of pixels to move the widget horizontally or vertically.
4. Click Continue.

Step 3: Enable order management

With an AI Agent subscription and a connected ecommerce store, you can enable the order management feature without leaving the chat setup. When order management is enabled, your customers can check their order status, tracking number, and shipping information without a human’s help.

1. By default, order management is set to ON. If you’d like to disable order management, click the toggle to turn it off.
2. Click Continue.

If you don’t have an AI Agent subscription, order management won’t be enabled. Click Continue to move on to the installation.

Step 4: Install and launch

To make chat available to your customers, install it on your Shopify, BigCommerce, or Magento 2 store, or to another website.

Quick install for Shopify

If you’ve connected a Shopify store, use the Quick install for Shopify option to install the chat widget to every page on your store.

1. Under Installation method, select Quick install for Shopify.
2. Click Install.
3. Done! You can end your setup here, or click See Chat Settings to manage your chat settings. If you’d like AI Agent to handle chat requests, proceed to Step 5: Set up AI Agent.

Manual install

Choose Install manually to install the widget to specific pages on your Shopify store, on Shopify Headless stores, BigCommerce or Magento 2 stores, other websites, or using Google Tag Manager.

1. Under Installation method, select Install manually.
2. Click Install manually.
3. Click See Instructions.
4. Under Manual installation, select your website type — either Shopify Website, Any Other Website, or Google Tag Manager.
5. Follow the instructions provided.
6. Visit your store or website, reload the page to verify that the chat widget appears, then return to Gorgias to manage your chat settings.

Step 5: Deploy AI Agent on chat (optional)

If you have a Shopify store connected to Gorgias, and an active AI Agent subscription, you can deploy AI Agent on chat so that it can answer support inquiries and proactively engage shoppers with features like AI FAQs, search assist, and a customizable ask anything input.

Before you deploy AI Agent on chat, be sure to set up AI Agent to give it access to your Shopify data, train it by adding your brand’s content to its knowledge, and preview its responses by starting test conversations.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select AI Agent.
3. If you have more than one store connected to Gorgias, click the dropdown menu to select a store.
4. In the menu, locate Deploy, then select Chat.
5. Click the toggle next to Enable AI Agent on Chat to ON, then select a chat integration from the dropdown menu.
6. Set your handover preferences, then click Save Changes.

To learn more about how AI Agent responds to chats, visit our Set up and use AI Agent on chat article.

Next steps

Once your integration is installed, learn how to manage settings for your existing chat integrations so you can set business hours, customize the chat widget’s appearance, and more.