Gorgias SMS Integration

Updated 1 week ago by Amy Elenius

We are happy to announce that we have released our very own SMS integration! 💬 Now available to all Gorgias users!

How it works

With this channel, you can receive and respond to SMS and MMS messages using Gorgias. This makes it easy for your customers to communicate with your store on the go, and easy for your agents to provide fast conversational support. Each new SMS conversation will correspond to one new ticket on your Gorgias dashboard.

Which features are available?

  • Sending and receiving SMS messages.
  • Sending and receiving MMS messages.
  • Auto-reply to SMS messages via rules.
  • Add and remove SMS capabilities from an existing or new phone number.

Setup instructions

To set up your very own SMS integration, you will first need to have a phone number. If you don't have a Gorgias phone number yet, you will need to either create a new one or port your existing one into Gorgias.

More on how to create phone numbers with Gorgias in these docs:

Once you have a phone number (existing or new), please follow these steps:

  1. Go to Settings → Integrations → SMS.

  1. In the upper-right corner click the 'Add SMS Integration' button.

  1. On the next page, you can choose the name for your new SMS integration and the phone number that you want to install it on. Once done, simply hit the 'Add SMS Integration' button.

  1. It's as easy as that! If you go back, you will now find your new SMS integration on the list:

FAQs

Which countries have SMS capabilities?

We offer SMS and MMS functionality for the United States and Canada phone numbers. For the United Kingdom, right now we support SMS for UK mobile numbers, but we don’t yet support SMS or MMS for UK local numbers. Other countries will be available soon! More on this in Twilio's documentation here.

How is opt-in handled?

It's important to note that you are responsible for using the text features in Gorgias' native SMS system in compliance with applicable laws. We currently do not have an automatic opt-in system, where the customer is automatically asked if they would like to start a conversation via SMS. Our SMS provider, Twilio, does provide Opt-out support, so if a customer sends 'Stop', 'Unsubscribe', 'Cancel', or any other industry-standard opt-out language, you will no longer be able to respond to them until they resubscribe by replying 'Start'. 

Is there a character limit?

The limitation for the length of the message is 1600 characters.

How can I get SMS capabilities on a phone number I own on another platform?

Right now, you can only have SMS on phone numbers that are owned in Gorgias. If you have an existing number, you can port it over to our platform through the porting process. If you have phone support on another platform, you will need to port over to the Gorgias' phone system.

How will SMS be priced?

We’ve released SMS as a free trial for every customer on every plan! Conversations will count toward your plan’s ticket count, but there are no additional charges for minutes, usage, phone numbers, etc. In the coming months, we’ll be assessing the best way to provide Voice and SMS so we can continue to innovate and build powerful new features for these channels. Before any changes are made to pricing, we’ll communicate our plan so you can decide if Gorgias SMS is still right for your brand.

Will we see read receipts for SMS?

No, at this stage we do not show read receipts for SMS.


What do you think? Yay or Nay?