Certainly

Updated 2 months ago by Tina

Certainly is a Conversational AI Platform made for eCommerce and customer service. It's a conversational interface that improves customer experience, drives organizational efficiency and clears the way for more meaningful dialogues between the companies' employees and customers.

How it works

With the Certainly + Gorgias integration, you can have the Certainly chatbot integrated with the Gorgias chat widget and handoff a customer to a Gorgias live agent when needed. Additionally, you can configure an answer within Certainly to create a ticket in Gorgias.

Setup instructions

Integrate with Gorgias Live Chat

This integration allows your Certainly chatbot to seamlessly hand over a live conversation to Gorgias. Your agents can pick up the conversation from the Gorgias platform and chat in real-time with the visitor to solve the claim.

  1. Create the following rule on the Gorgias platform:
    https://support.certainly.io/hc/article_attachments/4413983909778/mceclip0.png
  2. Inside your Certainly chatbot, configure a trigger for the handover as follows:This means that as soon as the bot lands on the next Module, the handover to Gorgias Chat will be executed.
    https://support.certainly.io/hc/article_attachments/4413988263954/mceclip1.png
  3. Lastly, you need to deploy both Gorgias Chat and Certainly on your website. If your website is running on Shopify, please embed the following snippet into your theme.liquid file. Make sure you replace the Gorgias Chat script with your own and replace the Certainly bot ID with your own:

    <script id="gorgias-chat-widget-install-v2" src="https://config.gorgias.chat/gorgias-chat-bundle-loader.js?applicationId=8611"></script>



    <script src="https://app.certainly.io/sdk/webchat.js"></script>
    <script>
    var certainly_settings = {
          id: "d56d3bcd-8d79-4311-a808-cc0ecc8dcf1a", // Your own Certainly Chatbot Deployment ID
           mode: "clear_past_conversations",
           inputType: "bottom"
          }
    // The following passes Shopify user metadata to Certainly, if the user is behind login  {% if customer -%} 
      certainly_settings.cvars = {
          customer_name: "{{customer.name}}",
          customer_email: "{{customer.email}}",
          customer_id: "{{customer.id}}",
          customer_orders: "{% for order in customer.orders %}{{ order.id }}{% if forloop.last == false%},{% endif %}{% endfor %}"
      }
      {%- endif %}
      initCertainlyWidget(certainly_settings);
    </script>



    <script src="https://scripts.certainly.io/extensions/gorgias/gorgias_switch.js"></script>
    If you are not running on Shopify, please embed the following snippet into your website. Make sure you replace the Gorgias Chat script with your own, and replace the Certainly bot ID with your own:

    <script id="gorgias-chat-widget-install-v2" src="https://config.gorgias.chat/gorgias-chat-bundle-loader.js?applicationId=8611"></script>




    <script src="https://app.certainly.io/sdk/webchat.js"></script>
    <script>
    initCertainlyWidget({
    id: "d56d3bcd-8d79-4311-a808-cc0ecc8dcf1a",
    mode: "clear_past_conversations",
    cvars: {
    // You can pass visitor metadata here
    },
    inputType: "bottom"
    });
    </script>




    <script src="https://scripts.certainly.io/extensions/gorgias/gorgias_switch.js"></script>
  4. (Optional) It is a good idea to update your visitors, in case human agents are taking a long time to pick up the chat in real-time. You can set up a rule like the one below:
    Enabling the rule above will result in the following behavior:

That's it! Your Certainly chatbot is now ready to hand over visitors to Gorgias agents!

Integrate with Gorgias Email Support

Once complete, this integration will allow your chatbot to create an email conversation on behalf of the visitor as a ticket in the Gorgias platform. This way, your Certainly bot will always act as your first level of support, while your human agents only intervene via email when needed.

  1. On Gorgias, create a new agent with admin permissions. Name the agent "Certainly Chatbot" or similar. This agent will be used by Certainly when forwarding tickets to your support agents.
  2. Generate an API Key for the chatbot agent. This API Key will be used to authenticate Certainly Webhook requests to your Gorgias account. Read more about how to develop a Gorgias API Key.
  3. You'll need to configure your bot on the Certainly Platform. Following the steps below, your chatbot will be ready to create and update email conversations when the end-user needs it.
  4. Save and publish your Certainly bot using the appropriate buttons in the Navigation bar at the top of your bot canvas:
  5. Create an Instance of the WHGorgias Transfer Ticket Create Webhook Template.
    • Fill in the Authorization field with the Gorgias API Key. See Requirement 2 above for how to obtain a Gorgias API Key.
    • Fill in the “domain” field with the right domain from your Gorgias account environment. (e.g.: “dev-certainly”)
  6. Create an Instance of the WHGorgias Transfer Ticket Update Webhook Template.
    • Fill in the Authorization field with the Gorgias API Key. See Requirement 2 above for how to obtain a Gorgias API Key.
    • Fill in the “domain” field with the right domain from your Gorgias account environment. (e.g.: “dev-certainly”)
  7. Create an Instance of the WHCertainly Get Conversation History Webhook Template. This Webhook does not require any additional configuration.
  8. Create an Instance of the WHGorgias Transfer Update Ticket Conversation History Webhook Template.
    • Fill in the Authorization field with the Gorgias API Key. See Requirement 2 above for how to obtain a Gorgias API Key.
    • Fill in the “domain” field with the right domain from your Gorgias account environment. (e.g.: “dev-certainly”)
  9. Navigate to your chatbot canvas and refresh the webpage. Otherwise, you will not be able to see the newly created Webhooks.
  10. You will find multiple connections. The first one is a set of custom variables needed for the first Ticket Creation. Insert your Webhook instance WHGorgias Transfer Ticket Create inside the Module MGorgias Ticket Create.It should look like this:
  11. Insert your Webhook instance WHGorgias Ticket Update inside the MGorgias Ticket Update Module. You can also update tags and status on this step if needed. It should look like this:
    and like this:
  12. After the conversation has reached a step where the issue is either solved or needs to be handed over, updating the ticket with the chat transcript is needed for agents to get a full grasp of the matter. We can do it by inserting the Webhooks WHCertainly Get Conversation History and WHGorgias Transfer Update Ticket Conversation History to the Modules MSending Open Ticket Info and MGorgias Ticket Conversation History Update. It should look like this:
    and like this:
    The reason the Webhooks (WHCertainly Get Conversation History and WHGorgias Transfer Update Conversation History) are separated is that it might take a few seconds for it to fetch the chat information and we want them to happen in two separate actions to allow time between them.*
  13. Save and publish your Certainly bot using the appropriate buttons in the Navigation bar at the top of your bot canvas.
Test the handover to email

Once the setup is complete, we suggest running a test to make sure everything is working properly.

  • When the user selects a topic, creating a ticket should look like this:
  • (Email, status (open/closed), tags, and text body are needed)*
  • When the question is answered and the user marks it as helpful, the ticket is updated. It should look like this:
  • After prompting if they need any more help, regardless of the answer, the conversation gets updated as well. It should look like this:
  • Lastly, if the user needs to be handed over to a human agent, the ticket status gets updated to Open, and the tags are updated as well. The bot flow should be set up to ask for name and email to create an email conversation for the agent to get in contact. It should look like this:

Great work - now your bot is fully integrated with Gorgias!

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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