Phone FAQs

Updated 9 hours ago by Yohan Loyer

General

I have a Basic Gorgias account and can't see Phone as an integration. How can I get access to this integration?

The Phone integration is only available on Pro/Advanced and Enterprise plan accounts. To upgrade your account simply follow these steps:

  1. Navigate to Settings > Billing and Usage
  2. Click Update plan
  3. Click Switch to Pro plan

Your account should update immediately showing your new ticket allocation and plan details. Remember that on our Pro plan you now have access to these additional features:

  • Phone
  • Satisfaction survey
  • Chat Campaigns
  • User permissions
If you still can't see Phone as an integration on your Integrations page, please reach out to our support team at support@gorgias.com.

I have a Pro Gorgias account and can't see Phone as an integration. How can I get access to this integration?

Please reach out to our support team at support@gorgias.com

How long will Gorgias phone ring until a call is timed out?

Calls will ring for approximately 30 seconds before being redirected to voicemail or canceled.

How many phone numbers can an account have?

The limit of phone numbers an account can have depends on your plan:

  • Pro - up to 3
  • Adv - up to 10
  • Enterprise - up to 20 (if more are needed, please let your CSM know)

Where are voicemails and recorded calls stored?

These are available within the ticket. They available to listen for up to 6 months from the day recorded, after this, they are deleted.

I have a Rule setup correctly but it's not working. What could be going wrong?

Due to the nature of Phone call actions (voicemail, 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

Forwarding

What is the difference between native, forwarding, and porting calls?

  • Native is when Gorgias is your service provider and you are answering calls in Gorgias.
  • Forwarding is when you have an external service provider and these calls are redirected (forwarded) into Gorgias through them.
  • Porting is when you migrate your service from an external provider to Gorgias. This process is a one-time step that occurs during setup. After this, Gorgias becomes your service provider.

If a customer uses call forwarding, which number is displayed as caller ID when dialing outbound from Gorgias?

It will show the Gorgias number, not the original number that's being forwarded.

We have set up a US/Canadian phone number in Gorgias, however, our agents are located in other countries. Will I be charged additional fees if they answer this from an IP address outside of the US/Canada?

No. As Gorgias operates through a browser you will not incur any international call charges by answering from an IP address overseas.

Please note this is different from call forwarding. Please see the question below for more information.

We wish to keep our existing phone number. Can we still do this?

Yes, if you have an existing phone number you wish to keep you may wish to set up call forwarding. Simply create a new phone number in Gorgias and forward any calls from your existing number to your new one in Gorgias.

For some providers, you must type in the dial pad to accept a call, when is not currently available in Gorgias. Some providers allow you to toggle this setting off (ex. Ringcentral) but others like Aircall do not.

Because of this, you cannot forward calls from Aircall yet but a fix for this issue is in review and should be live very soon.

This means your customer can continue to contact you via the same number without experiencing any disruption.

This requires you to create a US/Canadian phone number in Gorgias and forward calls to this number. To set this up please contact your service provider.

Please note that forwarding and/or international call charges may apply. Contact your provider for more information.

Is it possible to forward from Gorgias to another provider?

This is currently not available. If you are interested in this feature please let our Product team know by submitting an idea to our Productboard.

Can I answer calls from the Gorgias mobile app?

No, currently Phone is only available for the desktop version of our helpdesk. If you are interested in this feature please let our Product team know by submitting an idea to our Productboard.

Agent Assignment

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 Settings > Ticket assignment and making sure that the following apply:

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

Additionally, please note the Rule configuration for Phone is different from that of other channels. To select phone tickets in a Rule, please use the condition Ticket -> via -> Twillio. You should also make sure to use `Ticket created`, `Ticket updated` and 'Ticket assigned' as the triggers (instead of 'New message in ticket').

Remember that Teams are only available on Advanced and Enterprise plans.

How does routing work for agents?

It’s based on the agent’s personal availability. If an agent is marked as available in Gorgias they will receive new call notifications. If an agent is marked as unavailable, they won’t get a call notification.

Agents can view and change their availability on the tickets page under their agent profile.

I am on a Pro account and do not have teams. How does routing work?

For Pro accounts (without the Teams feature) notifications will be displayed for all agents who are marked as available.

A rule can also be set up to assign all new calls to 1 specific agent if you wish. Here is an example of this rule:

Will agent availability still show on our Chat?

Yes, agent availability is one setting that impacts both Chat and Phone.

If you wish to keep agent availability private from Chat, simply change the avatar settings to Use a single image for the whole team. This can be accessed in Settings > Integrations > Chat > Appearance.

Limitations

Can I make outgoing calls ad hoc or from newly created tickets?

At present outgoing calls can only be made in response to an existing Phone ticket. Our team is working on extending this to newly created tickets, however this is not possible at present.

Forwarding from Aircall to Gorgias isn't working. Why is this?

At present, Aircall requires you to type in a number to accept forwarded call. A fix for this, which will provide a dialpad, in-app, is being reviewed right now and should be available very soon.

Is there a way to mute phone call notifications without declining the call?

This feature is currently not available however will be coming soon.

How do I transfer a call from one agent to another?

This feature is currently not available however will be coming soon.

It looks like I can create a toll-free number, but it isn't working. Can I create a toll-free number?

This is a bug that we are aware of and a fix is in progress. We will update this documentation once toll-free numbers are available.

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

Due to new number availability in highly populated areas, it is not possible to create a phone number for some states in the US.


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