If you use Gorgias as your CX platform, you can enabled this channel for the AI Agent.
Instructions
Enable Gorgias Channel
Go to Channels and select “Enable” under Gorgias.
Enter your Gorgias subdomain.
Authorize app permissions when prompted.
Once connected, you'll be taken to the "Settings" page.
Configuring the Gorgias Integration
1. Channels Selection
DO NOT select any channels until the AI Agent is configured and ready to go live.
When ready, select which channels AI should intercept:
Email
Web
Help Center
Chat
Facebook Messenger
Instagram DM
2. Email Configuration
Mapping - If you have any support email aliases, you would need to add mapping so the AI agent can respond from the integration support email address.
Default From Email Address - This email address will be used to send messages to customers and must match one of the emails configured in the Gorgias account.
3. Chat Configuration
Disable Live Escalation - Check this option if live chat agents are not available during business hours or their response time is not guaranteed. When enabled, AI will escalate chats asynchronously via email instead of connecting to a live agent.
4. Additional Filters
Support Emails - If you have multiple brands' support email tied to the Gorgias account, enter the support email addresses that you would like to intercept. Leave blank to intercept messages to all support emails.
Chat Widget - If you have multiple brands' chat widget tied to the Gorgias account, select specific one you would like to intercept. Leave blank to intercept all chat widget messages.
Instagram Accounts - If you have multiple Instagram accounts tied to the Gorgias account, select specific one you would like to intercept. Leave blank to intercept all.
Facebook Pages - - If you have multiple Facebook accounts tied to the Gorgias account, select specific one you would like to intercept. Leave blank to intercept all.
5. Ticket Fields
By default, the AI is configured to fill in all required custom ticket fields before closing the tickets. If there are any optional fields but you would like the AI to complete, you can use the "Add Ticket Field" option to define new fields.
6. Maintenance Tasks
Re-Sync Ticket Fields as necessary to ensure up-to-date ticket field mapping.