Integrating and Using Gorgias in Yotpo SMS & Email
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Integrating and Using Gorgias in Yotpo SMS & Email
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As a Yotpo SMS & Email user, you can integrate and use the partner app Gorgias to offer exceptional customer support.
Using the Gorgias ticketing system effectively, you’ll be able to decrease your customer service response time by up to 50%, by tracking and responding to all customer queries in both the Yotpo SMS & Email Chat and the Gorgias platform.
Syncing Gorgias with Yotpo SMS & Email
In order to sync Gorgias with the Yotpo SMS & Email, you need to have an account on both platforms.
- Log into your Gorgias.io account and click on Tickets and then Settings.
- Under the Settings menu, click on REST API.
- You will see the three fields of information necessary to complete the sync with SMS & Email:
- Base API URL
- Username(your email address)
- API KeyImportant: You will need to copy the information from each field and paste it in SMS & Email a couple steps later, so keep this window open.
- Open a new window and open the SMS & Email app. Click on Integrations and then select Gorgias.
- Copy the Base API URL, Username and API Key from your Gorgias account and paste them in their corresponding field. Click on Installto complete the process.
Good job! Your Gorgias account is now synced with the Yotpo SMS & Email app.
Creating a test ticket
You need to create a test ticket in order to make sure the integration is working properly with SMS & Email.
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.
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.
Writing a text 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).
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