Gorgias Phone Integration

Updated 3 days ago by Yohan Loyer

How it works

The Gorgias Phone integration allows you to make and receive phone calls directly through your helpdesk.

Please note that this feature is only available on Pro plans and higher.
Upgrading is can be done easily using these instructions.

Setup instructions

Feel free to follow this video guide along with the instructions below to set up your Gorgias phone integration:

Installation

To install Phone in your Gorgias helpdesk:

  1. Navigate to Settings > Integrations > Phone
  2. Click Add phone number
  3. Find the location and area code that you would like to create a number in and click Add phone number.
    Please note that at this stage, you can only create US and Canadian phone numbers, however, more regions will be added soon. These include UK, France, and Australia.
  4. Once you've added a phone number, you will be taken to the settings page. Your new phone number can be found under Preferences -> Phone number, as shown below.

You now have a Gorgias Phone integration.

Setup and customization

You can customize the way Phone behaves including call recording, redirects outside business hours, and more.

To do this you'll need to make changes to your Preferences

  1. Click on your phone integration, this will take your Preferences menu
  2. Use the tick boxes to enable/disable:
    1. Inbound Call - Start recording automatically
    2. Inbound Call - Send calls to voicemail outside business hours
    3. Outbound Call - Start recording automatically
  3. Click Save changes
Call Recording
Please note that you are responsible for using the recording features in Gorgias in compliance with all applicable laws in your given area of residence. By enabling call recording, you are indicating that you have received end-user and agent consent before call recording began. You are also indicating that you will not be collecting payment information over the phone while the call recording feature is active.

The calls are automatically recorded based on the settings from (phone) integration. The user will have the UI button to start/pause the call recording for ongoing calls.

When call recording is initiated, the recording button should change to a red dot:

Managing Live Call Recordings

Customers may not use our call recording feature when any credit card, debit card, and other payment information is made available to any party during a call.
  • After 6 months, call recordings will be automatically deleted.
  • Once deleted, the Call ended event should show the following message:

Auto-created elements

Each time a new phone number is created in Gorgias a number of additional elements are automatically created in your account.

  • View: Phone - (xxx) xxx-xxxx
  • Rule: Routing rule - (xxx) xxx-xxxx
    If you wish to set up round-robin assignment within a team please follow these steps
  • Team: Phone team - (xxx) xxx-xxxx

By default, this team will include the user who created the phone number. Please remember to add any agents who will be handling phone calls to this team in order for calls to be successfully routed to them.

For customers who want to use team-based routing (round-robin assignment):
  1. Navigate to Settings > Ticket Assignment
  2. Ensure auto-assignment is enabled
  3. Ensure Phone is added as a channel for this setting
Please ensure Ticket Assignment is enabled and that Phone is added as a channel in the auto-assignment settings. These steps must be followed to successfully route calls.

Forwarding

If you have an existing phone number you wish to keep, you may wish to set up call forwarding.

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 current service provider.

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

Please follow your providers' instructions on how to set up call forwarding correctly:

This list is not cumulative, so if your provider is not on this list, don't hestitate to search their documentation and settings yourself.

Voicemail

Voicemail is a pre-determined message that will play when an agent is not available. This could be either when the number rings out, all agents are busy or if it's outside your business hours.

Please note that to enable callers to leave a voicemail the Allow caller to leave voicemail option must be selected. If this is not selected callers will hear the message but not be able to leave a voicemail.

To set up voicemail in Phone:

  1. Navigate to Settings > Integrations > Phone
  2. Click on your phone integration
  3. Select Voicemail from the menu bar

There are currently 2 options to set your voicemail greeting: uploading a recording or using text to speech.

To use a recording:

  1. Select Insert Voice Recording
  2. Click Select file
  3. Select your file from your device
    1. (optional) Select Allow caller to leave voicemail
  4. Click Save changes

or

To use text to speech:

  1. Select Text to Speech
  2. Type your greeting
    1. (optional) Select Allow caller to leave voicemail
  3. Click Save changes

Using Phone

Receiving calls

To receive calls in Gorgias, agents must be available. This means that their availability status must be toggled to on.

This is the interface you will see when receiving calls from a client as well as when you answer the call:

Unlike other channels, agents will be routed calls even if they have the maximum number of tickets assigned to them. The only time an agent who is available will not have a call routed to them is if they are already on another call.
Make sure that you have your microphone permission allowed in Google Chrome in order to accept the call. In case the permission is not allowed the call will be terminated upon clicking on the green "answer" icon.
Making outgoing calls

You can now start a call by clicking on the phone number on the customer profile:

  • Once you click on the phone, Gorgias starts an outbound call and redirect to a new phone ticket Outgoing call
  • This will automatically create a new ticket with the outbound call regardless of the current screen that the agent is on

Customer phone number can be accessed both via ticket and/or customer page

Number formatting

The phone number needs to be in the format +1 234-235-3455 in order for Gorgias to locate the ticket in the customer search (so you can't use 12342353455). When entering phone numbers, please make sure to add the number in the following format, otherwise it will not be possible to make a call:

We match the number with the customer profile in Shopify, not the shipping section.
Managing tickets

Phone tickets do not have messages, they only have actions. Therefore, to order your views, please use `Ticket created` and `Ticket updated`

Due to the nature of the phone integration, call tickets/channels are isolated differently from other channels.
Channels can be isolated via:
Views using the filter Tags -> contains one of -> (xxx) xxx-xxxx
Rules using the filter Ticket Tags -> (xxx) xxx-xxxx or Ticket Channel -> is Phone

Other features

Available now:

  • Create a local or toll-free phone number in Gorgias (USA & Canada only)
  • Make and receive calls in Gorgias
  • Receive and listen to voicemails
  • Voicemail (customer recording and text to speech)
  • Automatically recognize Shopify customers
  • Round-robin incoming calls for agents within a team
  • Accept forwarded calls from Aircall
  • Record and listen to calls
  • Porting (Adv+ customers)

Coming soon

  • Create a phone number in Gorgias for additional countries (France, UK and Australia)

Future releases

  • Porting (Pro customers)
  • IVR
  • Call queueing
  • Customer greeting
  • Custom voicemail for outside business hours
  • Multi-language
  • SMS

Keep up to date with product releases in our public ProductBoard

FAQs

Click here to view our Phone FAQs


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