Phone FAQs

Updated 3 weeks 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
  • Teams and auto-assignment
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 stored?

Voicemails are available within the ticket, they can be found inside of Voicemail left events. They will be available to listen for up to 6 months from the day recorded, after this, they are deleted.

Once call recordings are available, they will also be stored in the same manner under Call ended events for up to six months from the day they were recorded.

I have a Rule set up 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.

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

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.

How does round-robin assignment work for agents?

If auto-assignment is enabled for phone tickets and there is a team and an assignment rule for that phone integration, the call notification goes to the available agent whose last call was ended earlier than any other available agent. In other words, round-robin assignment is ordered by the date-time from the earliest ended call to the most recently ended call.

For example, if Agent A ends a call at 10:00 am, and Agent B ends a call at 11:00 am, then the next call will notify Agent A first, provided Agent A is available in Gorgias. If Agent A doesn’t accept the call, the call automatically notifies the next agent in line in the team.

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.

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.

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 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 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.


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