Integrating and Using Gorgias in Yotpo SMS & Email

Goals and Outcomes

Integrating Gorgias with Yotpo SMS & Email empowers you to streamline customer support and enhance communication efficiency. By connecting these platforms, you can reduce response times by up to 50%, manage inquiries seamlessly across Yotpo SMS & Email Chat and Gorgias, and provide personalized, consistent engagement. The integration also allows you to leverage Gorgias's robust ticketing system alongside Yotpo's messaging tools, creating a unified support system that improves efficiency, boosts customer satisfaction, and strengthens your relationships with your audience.

Gorgias Integrations Overview

Integrating Gorgias with Yotpo SMS & Email streamlines your customer support by consolidating communications into a single platform, allowing you to manage and respond to inquiries more efficiently. Start by logging into your Yotpo SMS & Email account and navigating to the Integrations section in the main dashboard. From there, select Gorgias to begin the setup process. This integration reduces response times, improves customer satisfaction, and ensures timely, effective communication with your customers.

Important

You must have an active Gorgias account to complete this integration and have the Yotpo SMS & Email chat feature enabled.

Connecting Your Gorgias Account to Yotpo SMS & Email

To connect your Gorgias integration use the following steps:

1. Start by clicking on the Gorgias Integration in the Integrations page and selecting Connect Gorgias.

2. Review the access permissions carefully, then click Next to proceed.

3. From your Gorgias account, navigate to your REST API settings under your profile and copy the following details:

   • Base API URL

   • Gorgias Email

   • API Key

4. Paste these into the required fields, then click Connect to complete the integration.

Finally, you can either click Set Up Gorgias to Send a Test Ticket to confirm everything is working or choose Do This Later to return to the setup at your convenience.

Visual Walkthrough

Sending a Test Message

To send a test message, navigate to the Integrations page and locate the Gorgias integration. Click the Test Ticket button to instantly send a message to your Gorgias account. You’ll find the test message waiting for you in the Unassigned tab, ready to review.

Important

New tickets will arrive with unique tags that will tell you the source of the ticket. This will allow you to prioritize responding to customer messages of the highest importance first.

1. Click on Test Ticket and then OK.

2. Open your Gorgias account and click on Open under Tickets to see your test text message.

Writing an SMS Message

When a customer texts you with a question, you can use the text box to write your reply. Click on Send and your response will be sent directly to the customer’s phone as a text message.

Sending a reply through Gorgias.io will automatically begin a conversation in the SMS & Email Chat. You will be able to keep track of all messages and respond to customers in both Gorgias.io and the SMS & Email app.

Users can reply with images (MMS) in Gorgias and these images would appear immediately in the customer chat in Yotpo SMS & Email as well (without having to log in to SMS & Email).

Using Gorgias with Email Flow

To set up your Gorgias support email as a reply email, access the Settings in your Gorgias account and navigate to Channels > Email. Copy your Gorgias support email and paste it into your Yotpo SMS & Email settings as a reply-to option for your customers when sending email messages. In the email action step of a flow, select your Gorgias email as the reply-to address. This ensures that any customer replies are sent directly to your Gorgias account, keeping your communication streamlined and efficient.