Stonly

Updated 3 weeks ago by Marijana Coric

Stonly is a platform for building step-by-step interactive guides that you can put anywhere for on-demand self-serve support right inside of your product.

Integration benefits

With Stonly & Gorgias working together, you can provide self-serve support with Stonly guides that link seamlessly to the full-serve agent-driven experience inside Gorgias. You can use Stonly to create step-by-step, interactive guides and FAQs and put these guides inside your checkout flows and other key moments. If customers have any questions and need more help, they can launch Gorgias chat directly from your Stonly guide, or they can use a Stonly contact form to send information directly to Gorgias in the form of a new ticket.

Setup instructions

There are two use-cases available with Stonly + Gorgias integration:

  • Customers can launch Gorgias chat directly from a Stonly guide
  • Customers can use a Stonly contact form to send information directly to Gorgias in the form of a new ticket
How to launch Gorgias chat directly from Stonly guide?
For this to work, please make sure that you have an active chat integration created in Gorgias.
  1. Log into your Stonly account, choose the guide and the step from your guide where you want to trigger the live chat
  2. Select the special step: 
  • Scroll down to the Next step section
  • Click Add a next step
  • Select the Special step option
  1. Select the external chat app menu by clicking on Launch external chat app
  2. Select your chat app (Gorgias Chat in this case)
  3. Chat step has been created: On the left-side tree view, you should see the Open Gorgias Chat step created
  4. Set up a trigger

• Go to your Widget tab and make sure your guide is correctly linked to an enabled trigger

• Check on the left-side panel if your trigger is correctly set

Congrats! When the customer reaches the step in your guide where the option to open Gorgias chat is offered and takes that step, the Gorgias chat will open up and they will be able to start the conversation with your Support.

How to use Stonly contact form to create a ticket in Gorgias?
  1. Log into your Stonly account, choose the guide and the step from your guide where you want the contact form to be offered to customers
  2. Select the special step: 

•  Scroll down to the Next step section

• Click Add a next step

• Select the Special step option

  1. Select Open contact form
  1. Add settings

• Add the email address that will receive your contact form replies

Please note that this email address needs to be one of the emails integrated into your Gorgias account. Otherwise, contact form submission will not create a ticket in Gorgias.

Nice job! When the customer submits the filled-out contact form, a ticket will be created in Gorgias and you can reply to the customer directly from that ticket. Also, the ticket will include all of the information customer provided on the contact form.

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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