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 in the Gorgias documentation and in our Gorgias setup guide.

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Note

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

Follow this video below or our Gorgias setup guide, making sure you complete step 2. ticking the Sync SMS Conversations checkbox.

FAQs

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.