Gorgias SMS Conversational Support

Gorgias SMS Conversational support is a powerful tool that empowers you to deliver fast, friendly, and effective customer support via SMS, all managed by skilled human agents. This feature allows you to connect with your customers on your preferred channel, providing personalized resolutions and streamlining support interactions.

How Does It Work

This integration allows Bloomreach Engagement to create SMS tickets inside Gorgias. When support agents respond to the ticket in the Gorgias interface, the responses will be sent via the same SMS number that the initial message came through.

Learn more about the integration on Gorgias documentation.


Where Can You See the Messages

Please bear in mind that automated messages sent directly from Bloomreach Engagement won't show up in Gorgias. This is intended. The expected behavior is:

  • Customer replies to a text - reply is sent to Bloomreach Engagement and Gorgias.
  • Agent replies via Gorgias - reply is shown on both ends.
  • If an automated message is sent via Bloomreach Engagement - reply won't be shown in Gorgias.

How to Set It Up

1. Add New Integration

Go to your Bloomreach Engagement account and there go to Data & Assets > Integrations > and select Gorgias.

2. Enter Your Gorgias Subdomain

Type your Gorgias subdomain into the Gorgias subdomain field. For example, if your URL used for logging in to Gorgias is www.your_store.gorgias.com, then insert only the your_store part of the URL.

3. Sync SMS Conversations

Enable the Sync SMS Conversations checkbox. This automatically creates tickets in Gorgias for every SMS response you receive from your customers.

4. Connect Your Accounts

Press Connect your Gorgias account with Bloomreach and Authorize the app.

5. Save the Integration

Once you are done, press the Save integration button at the upper right corner of the Integration page.

Great job! Your integration is now successfully set up.


Existing Gorgias Integrations

If you already have an existing Gorgias integration in your Engagement project it is necessary to refresh connection and save changes before using the Gorgias SMS (see video). For newly created integration, no such action is needed.


What does Sync SMS Conversations mean?

This option creates a new Gorgias ticket for every customer that replies to your Bloomreach Engagement number.

Can I create SMS tickets from Gorgias?

No, unfortunately, customers must first text your Bloomreach Engagement number to start an SMS Gorgias ticket. You cannot start an SMS conversation with a customer from Gorgias.

How do I create views and rules for my Bloomreach Engagement integration in Gorgias?

The 'Engagement' tag will be automatically added to the tickets coming from this channel. This can be useful in creating a separate view for Bloomreach Engagement tickets for example, and for building rules as well.

You can then use the tag 'Engagement' to set up a dedicated ticket view:

Is it possible to integrate multiple Bloomreach Engagement projects into a single Gorgias account?

Yes! Bloomreach Engagement supports multiple projects integrated into Gorgias.

Are images and GIFs supported in Gorgias?

No, unfortunately, images will not be visible in Gorgias tickets, nor will they be received on Bloomreach Engagement by the customer.