Gorgias - Integration Guide for Reviews and Loyalty & Referrals

Goals and Outcomes

The Gorgias integration for Yotpo Reviews and Yotpo Loyalty & Referrals enables your support teams to view customer insights and manage reviews directly from Gorgias. By working within a familiar helpdesk environment, agents can respond to shoppers faster and deliver a more personalized experience.

With this integration, your team can:

• View customer data using the Yotpo Customer Widget, displayed in the Customer sidebar. It displays data for loyalty points, VIP tier, past reviews, sentiment, top topics, and more.

• Moderate reviews and Q&A, including product and site reviews, directly from new Gorgias tickets created by Yotpo’s escalation tools.

Note

You don’t need to use both Yotpo Reviews and Yotpo Loyalty & Referrals to enable the integration. The Yotpo Customer Widget will omit data for any Yotpo product you’re not using. If you add another Yotpo product later, data will begin syncing automatically with no reinstallation required.

About Gorgias

Gorgias is a customer support helpdesk built for eCommerce merchants that connects you with your customers across their favorite channels, and lets you automate up to 30% of your ticket volume.

Integrating Yotpo with Gorgias

Follow these steps to add Yotpo data to the customer sidebar in Gorgias:

1. In your Gorgias account, go to Settings > App store > Yotpo.

2. Click Add Yotpo account to install the integration.

3. You will be redirected to Yotpo. If you’re not logged in, you’ll be prompted to log in to complete the installation.

4. Click Connect to allow Gorgias to access Yotpo data.

5. After authorization, you’ll be redirected back to Gorgias and should see a confirmation screen.

If the confirmation screen does not appear, repeat steps 1 through 4.

Note

Gorgias assigns a long default name to your Yotpo integration. You can customize it by editing the Integration name field and clicking Update integrations.

How Yotpo Loyalty Data Syncs to Gorgias

Loyalty profile data does not appear in the Gorgias widget immediately when a customer profile is created. Instead, data syncs based on message activity:

When loyalty data appears

• When a customer profile is first added to Gorgias (e.g., via Shopify sync), it will show no loyalty data.

• Loyalty data begins syncing only after a new message event occurs. This includes:

  • A customer sends an email/ticket.

  • An agent replies to a customer.

  • An agent creates an internal note assigned to that customer.

How the sync works

• When a message event occurs, loyalty data is synced within five minutes.

• Data will not sync again until another message event occurs.

Example

If an agent replies to a customer email, loyalty data will update after five minutes. If the agent revisits the ticket a day later without any new message activity, the loyalty data shown will only be accurate as of the last message event.

Tip

For the most up-to-date loyalty details, agents can reference the Customers section inside the Yotpo admin.

Yotpo Customer Widget Overview

The widget is displayed in the sidebar, along with the customer details that appear next to the ticket.

Using Gorgias to Respond to Yotpo Reviews and Q&A

Using Yotpo’s moderation interface or automatic escalation rules, reviews and questions can be escalated into Gorgias as support tickets. Agents can then respond directly within Gorgias, just like any other support ticket.