Gorgias Phone Integration

Updated 2 weeks ago by Yohan Loyer

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

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

Installation and Setup

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.
  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
Call recordings are not currently available but are in progress and should be available in the coming weeks. Changing call recording settings will not impact whether calls are recorded or not.
  1. Click Save changes
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:

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

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

Coming soon

  • Create a phone number in Gorgias for additional countries (France, UK and Australia)
  • Record and listen to calls
Future release
  • Porting
  • IVR
  • Call queueing
  • Customer greeting
  • Custom voicemail for outside business hours
  • Multi-language

Keep up to date with product releases in our public ProductBoard

Using Phone

Receiving calls

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

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.
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

FAQs

Click here to view our Phone FAQs


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