Gorgias Phone Troubleshooting

Updated 1 month ago by Tamara Zaric

In this guide we will cover some of the most common troubleshooting steps that you may need while using our Native Phone Integration.

For FAQs please refer to this guide here.

The Headset

Are you struggling to hear the customer when you answer the phone? Or maybe they can't hear you, though you can hear them clearly? Is there perhaps some background noise disrupting your call? The following steps can help you resolve these issues:

  • Internet connection
    We recommend using an ethernet connection over Wifi whenever possible for the most optimal experience. Internet connection issues are the most common cause of these types of problems, so please check your connection and try to call the customer back after a few minutes.
  • Computer audio settings
    Make sure to check audio settings on your computer, that output/input is set up correctly. Please keep reading for more detailed instructions for both Mac OS and Windows below.
  • Browser settings
    Make sure to check your browser settings so that access to your microphone is enabled.
  • Carrier
    Sometimes the person on the other line is using a carrier that isn’t able to successfully connect with our carrier. If the same issue happens often with the same caller, they would need to report this to their phone provider.

If you're using a Mac with Mac OS

Most USB headsets will work, but your best bet is to use a mini-jack headset with Mac as it will be recognized automatically. If you're using a USB headset, you will have to follow the steps below every time you plug/unplug your headset or relaunch your session:

  1. Click on the Apple button in the top-left corner of your screen
  2. Open 'System Preferences' and look for the 'Sound' section
  3. Select your headset for sound output and input
  4. After selecting please quit and relaunch the app

If you have updated to Mac Mojave, please make sure to allow the microphone to access your browser in the 'Security & Privacy' settings on your computer.

If you're using a PC/laptop with Windows

With Windows, both USB and mini-jack headsets are considered external devices and require proper drivers and configuration. Please make sure that your headset is connected to your computer before you launch your browser to avoid connectivity issues, and then check that if the system can recognize your headset. Here's how to do that:

  1. Open up system search and type in 'manage audio devices'
  2. Select the option from the list of results
  3. On the 'Playback tab' select the device that you want to use from the list

Your calls could be blocked as well due to your windows firewall, network firewall or anti-virus settings. Please make sure to check if you need to relax those settings as well.

VoIP

With VoIP, some of the most common issues that you may encounter are echo, popping noises, voice distortion, delay, one-way audio or dropped calls. The most common causes of these problems are:

  • Audio latency
    Latency won’t affect call quality, but it will mess up the delivery timing. You may notice that you and the caller are speaking over one another, with the audio arriving at awkward intervals.
  • Jitter
    If this happens, you’ll hear missing or 'skipped' audio, or lapses of complete silence.
  • Packet loss
    If packets are lost, delayed, or contain errors, the network may drop and abandon them. This is usually due to bandwidth restrictions or an unreliable internet connection. What you will notice most likely are missing pieces of audio.

Here are the best solutions to these problems:

  1. Provide sufficient bandwidth just for VoIP. If all of the members of your team are using the same network for many different apps this can create a bottleneck. Voice packets travel through many stages before they reach the recipient - this includes access points, routers, switches, etc. VoIP needs a stable internet connection in order for you to avoid the issues described above.
    To configure your router’s bandwidth specifications, please have a look at this guide here. We recommend consulting with your IT team about the setup.
  2. Avoid WiFi whenever possible. In general, for all of the possible issues with phone connection or any other integration, we recommend relying on cable connection instead of WiFi. This is always your best bet, because when you're using WiFi then all of the devices that are connected to it are essentially competing for their share of bandwidth. This leads to inconsistent connections on all of your devices.
  3. Check your headset. Just like we mentioned before, please make sure that your headphones are in top condition in order to avoid choppy phone calls.

Gorgias Integration Troubleshooting

I accidentally deleted my phone number! How can I get it back?

No need to panic! When a phone number is deleted from Gorgias, it remains in an inactive state for 10 days. During this time the phone will not ring in your Gorgias account but can be retrieved! However, after this time the number is permanently deleted and cannot be retrieved.

To retrieve your deleted number simply add a new integration with the same area code. Your old number will be reassigned back to you.

If this does not happen please get in touch with our Support Team via live chat or email at support@gorgias.com. We are unable to investigate deleted numbers after the 10-day window has closed.

I have a rule set up correctly but it's not working. Why is that?

Due to the nature of phone call actions (voicemail left, call received, missed call, etc.), these are logged in Gorgias as events rather than new messages. For this reason, rules that include the trigger New message in ticket will not fire for phone actions.

The following triggers will work for phone rules:

  • Ticket created
  • Ticket updated
  • Ticket assigned

I have forwarding set up and I can't seem to answer the call! Why is that?

The automated message isn't always relayed from VOIP, so in order to accept the call you will need to press 1 or 3 on the dial pad in Gorgias. Usually these systems have a timeout, so if no digit is pressed in 2-5 seconds the call is declined automatically.

The instructions differ depending on the VOIP system. For example:

My rule for auto-assigning phone calls to a team isn't working. What have I done wrong?

First, please check your auto-assignment settings by going to SettingsTicket assignment and make sure that the following applies:

  1. Auto-assignment is toggled to 'On'
  2. You have added 'Phone' to the list of channels that those settings apply to

Why am I calling the number from the customer profile instead of the contact number they've provided for shipping?

Right now we match the number with the customer's profile in Shopify, not the shipping section.

Gorgias isn't allowing me to create a phone number for some area codes in the US. Why is that?

Due to new number availability in highly populated areas, it is not possible to create a phone number for some locations in the US. Our engineers are investigating a potential bug that is reducing the total number of available phone numbers.

Why can't I dial certain international numbers?

You can dial international numbers with this integration, but there are still some countries that you won't be able to dial or receive calls from just yet. This is because our phone provider currently considers them high-risk for fraud.

The countries you can dial/receive calls from for now are as follows:

  • France
  • Germany
  • Brazil
  • UK
  • Ukraine
  • India
  • Japan
  • Israel
  • Australia

If an area that you need to call/receive calls from is not on this list, please reach out to your CSM if you are on the Advanced or Enterprise plan.

If you are not an Advanced/Enterprise plan client, you can submit these requests as product feedback here and we will work on adding more international locations as needed.

Why can't I call my Magento 2 customers?

At the moment Magento 2 customers' phone data can't be imported, and for that reason you won't find the customers' phone number in Gorgias. But we are working on it!

If you haven't found the answer that you were looking for in this document, then please feel free to reach out to our Support Team via live chat or email at support@gorgias.com. We're here to help! 🙌

If you're still having some trouble with any of the phone integration features, please feel free to reach out to our Support Team anytime via live chat or email at support@gorgias.com. We're here to help!


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