Textline is a great tool that serves as a hub for e-commerce companies. Centralizing communication and syncing it with your Shopify or Magento setups is a huge advantage, so we're glad to help our customers sync up their Textline conversations with the rest of their support workload in Gorgias.
How it works
Our Textline integration will create tickets in Gorgias that match your Textline conversations. While the integration doesn't allow you to respond to the conversations from within Gorgias, you will be able to keep track of them and use Textline itself or the Textline Chrome Extension to respond to them. Without further ado, let's get started on getting it set up.
To add this integration, sign in to Textline and head to Settings > Tools & Integrations. Click the Gorgias button, enter your Gorgias subdomain, your email, and then your Gorgias API key. To get your Gorgias API key, you will need to log in to your Gorgias account and head to Settings -> You -> Rest API. The API key will be under a box labeled Password (API Key). Copy the API key and paste it into the corresponding box in Textline.
Once connected, you'll have two options regarding how tickets in Gorgias are handled by Textline. The first option is to allow Textline to assign the ticket in Gorgias to a user when the conversation in Textline is assigned to an agent. We match Textline agents with Gorgias users based on their email addresses. The second option is if you would like tickets in Gorgias to be resolved when you resolve them in Textline. Unfortunately, resolving Textline created tickets in Gorgias will not have any effect on the Textline conversation.
Now that you have the integration set up, new Textline conversations will create Gorgias tickets. For conversations that are currently open, subsequent messages will create a Gorgias ticket. Any messages or conversations in Textline prior to the integration getting set up will not be sent into Gorgias. All Textline messages show up as messages sent via SMS in Gorgias. Textline created tickets in Gorgias will also have a Textline tag. Finally, contact names from Gorgias will sync into Textline whenever they create a new conversation.