TXTFi

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.

TXTFi is a conversational commerce platform for Shopify merchants to accept orders via SMS and enabling this integration allows TXTFi to create SMS tickets inside Gorgias.

When support agents respond to tickets in the Gorgias interface, the responses will be sent via the same SMS number the initial message came through, allowing a seamless, side-by-side conversation with your shoppers, while allowing automated ordering through SMS.

A Gorgias ticket (conversation) can be initiated in one of two scenarios:

If a customer is having difficulty while using our automated ordering bot, they'll be asked or automatically connected to a live agent through Gorgias (depending on your settings). Once the conversation is completed, our automated bot will re-engage.
A customer can send an SMS to your number with one of the various trigger words to open a new Gorgias conversation.

When a ticket is closed in Gorgias, our TXTFi automated bot will re-engage itself and any future responses from the customer will create a new ticket in Gorgias.

Steps

This integration requires you to have a TXTFi account in their Platinum plan.

1. Copy credentials from Gorgias, under Settings -> You -> REST API.

2. In your TXTFi portal go to Integrations -> Gorgias and paste those credentials.

3. Configure the following settings within TXTFi:

Select automatic or customer-initiated ticket creation. (If a customer is having difficulty ordering/using the bot, should we automatically set up a Gorgias ticket or ask the customer first if they'd like to text with a live agent).
Configure your trigger word to open a Gorgias ticket (for example, agent - if a customer sends the word agent to your number, it'll open a new Gorgias ticket).

4. Select which user/team should be assigned these new tickets in Gorgias.

5. Click Save Settings to complete the setup.

FAQs

Can I just use TXTFi for SMS-based customer service without the ordering bot?

Yes, you would just need to disable the bot from within your TXTFi portal settings.

What is the workflow for a ticket once created through SMS?

Once a ticket is created, your live agent can communicate through Gorgias and each reply will be relayed through TXTFi SMS to your customer. Once an agent closes a ticket (or 72 hours pass) that ticket will be closed out and if your customer needs further help a new ticket will be opened in Gorgias.

I have another question not listed here, what do I do?

Contact TXTFi's support team by visiting TXTFi.com or [email protected] and they'll work with you to ensure a smooth setup.