Installing the Self-service Portal

Updated 4 days ago by Zach Banov

By allowing customers to check out their order status, tracking number, and shipping information, as well as create templated tickets when reporting order issues, our self-service chat portal can easily deflect and automate up to 30% of your chat tickets!

Installing the Self-service portal on your Shopify website

  1. Confirm that your store is compatible with the self-service chat portal
    To activate the self-service portal in your Shopify store, you must be using:

    1. the newest version of Gorgias chat on your site

    Customers using the depreciated chat must migrate to the new chat to use this feature. If you do not have one, you must create a Gorgias chat integration to use the self-service portal.

    2. Shopify for your backend

    The self-service portal is not currently compatible with other e-commerce platforms such as Magento and BigCommerce.
    In Gorgias, click on Settings > Integrations > Chat > Your site's specific chat integration
  2. Access your chat's installation settings by clicking the navigation button titled 'installation' at the top of the settings page.
  3. Make sure the latest version of the chat widget is installed.
    - For chat integrations that have been installed via One-click installation, go to step 3a.
    - For chat integrations that have been installed via manual installation (eg. headless Shopify stores), go to step 3b.
    1. If you are using One-click installation: Uninstall and reinstall your chat using the One-click installation toggle. If this step is not completed, your customers may have issues accessing their order information in the self-service portal
      This step cannot be skipped even if you already have the One-click installation toggle activated.

      If skipped, your customers may not be able to find their order information until you uninstall and reinstall the chat using the installation toggle.
      If you've copied custom code directly from the Advanced Chat Customization docs, then it should not affect your code.
    2. If you are using the custom snippet installation or have a headless Shopify installation, make sure that the code snippet is up to date with the latest one on the installation page.
      Make sure that the one-Click toggle is set to disabled.
      You will also need to add this specific code snippet just after the installation code snippet from the previous step.
      Please remember to replace XXXX in the snippet below with your Shopify store name "".
      gorgiasChatInterval = window.setInterval(function() {
      var container =
      if (
      window.GorgiasChat && GorgiasChat.hasOwnProperty("on")) {
      }, 50);
      Even if not directly linked to the Self-service portal, to enhance the chat experience when using headless or custom installation, please have a look at those articles
      - Programmatically capture an email
      - Programmatically capture the Shopify cart
  4. Access your chat's self-service settings by clicking the navigation button titled 'Self-Service' at the top of the settings page.
  5. Activate the installation toggle for the specific Shopify store site that you want to activate the self-service portal on.
    If the toggle turns green and stays green, then the self-service portal is live on your site.
    If you see the following error message, it means that you do not have any Shopify integration. Please refer to this article on how to add a Shopify installation
  6. Visit your store's website and open the Gorgias self-service portal
    If it appears like the photo below, then you have successfully added the self-service portal to your site!

Troubleshooting common issues

My customers' orders aren't coming up

If your customers can't find their order information in the self-service portal, please check that you have successfully uninstalled and reinstalled the portal via the One-click installation process in the Installation settings and not the Self-service portal settings.

You can fix this by uninstalling and reinstalling the chat using the automated Shopify installation toggle as pictured below.

I tried to install the self-service portal via manual installation and the copy-pasted code does not seem to work

If you manually installed the self-service portal code, please check if you changed the ('XXXXX') from the following line to your full Shopify store name ('').


I'm seeing the following error message in my self-service portal settings page

If you are seeing this error message, then you do not have an active Shopify store integrated with Gorgias. You must integrate your Shopify store in Gorgias to enable the self-service portal.

I took part in the beta program and now my self-service portal isn't showing up or working as it was previously.

If you participated in the beta program and installed the chat before 02/05/2020, you may need to reinstall the chat self-service portal as noted in Step 6 of the installation. If your self-service portal is showing up and running as expected, you do not need to change anything.

Frequently asked questions

How are billable tickets calculated for the self-service chat portal?

Right now, a self-service chat portal ticket is only considered billable if the customer reaches an agent.

This can be done either by clicking the "Talk to agent" button and creating a live chat or going through the issue-reporting flow to create a templated tickets. If a customer clicks the "track" button and does not open a ticket, this is not considered billable.

Later, we will add returns and cancellations flow as well, which, at first, will also create templated tickets. These will also be considered billable tickets).

Over time, as we build more complex automation flows that can create and close tickets without agent input (i.e. return flow that creates return labels), these tickets will be considered billable. We will provide more information as we build out new functions for the self-service portal!

Once the customer started a chat with an agent and it's still ongoing, when will the chat revert back to the self-service portal?

Once the customer starts a chat with you, they will still be able to go back to the self-service portal dashboard by clicking on the little arrow next to the chat icon as shown on the screenshot below:

However, if the last message in the chat was your agent's message and the customer didn't get back to you after that for 24 hours, the chat will revert back to self-service on its own. This means that, if the customer comes back and opens the chat once again after 24 hours, they won't see the conversation that they had with the agent any longer. They will be prompted to start a new one, or use the self-service portal.

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