If your team already runs Gorgias, you can connect Convi so that every conversation handed over to a human automatically becomes a Gorgias ticket — with the full transcript, the shopper's email, and the conversation context already attached. This article walks through the setup.
In this article
What the integration does
Before you start
Step 1 — Open Convi's integrations screen
Step 2 — Find your Gorgias subdomain
Step 3 — Generate a Gorgias API key
Step 4 — Configure the integration in Convi
Step 5 — Test the connection
Step 6 — Save
Verifying it works
Disconnecting
Common issues
What the integration does
Once connected, anytime a conversation hands over from Convi to your team — whether automatically (via the Handover to human ability) or manually (you click Hand over on a conversation) — Convi:
Sends a ticket to Gorgias with the chat transcript.
Attaches the shopper's email (if Convi has it) so your team can reply.
Sets the ticket to be handled by your usual Gorgias workflow.
You keep working in Gorgias for the actual reply — Convi just feeds it the conversations that need a human.
Before you start
You need:
An active Gorgias account.
Admin / owner permission on the Gorgias account to create an API key.
Your Gorgias subdomain (the part before
.gorgias.comin your dashboard URL).About 5 minutes.
Step 1 — Open Convi's integrations screen
In Convi:
Open Settings → Integrations.
Find the Gorgias row.
Click Connect.
A configure modal opens with three fields: Gorgias subdomain, Username (Email), and API key.
Step 2 — Find your Gorgias subdomain
Open your Gorgias dashboard in a separate tab. The URL looks like:
https://your-store.gorgias.com
Your subdomain is your-store — just that part, no protocol, no .gorgias.com. The Convi field's helper text reads: "Your Gorgias subdomain is a part of the Base API URL". The placeholder shows mystore.
Step 3 — Generate a Gorgias API key
In Gorgias:
Go to Settings → REST API (the path may differ slightly depending on your Gorgias plan).
Create a new API key with permission to create tickets.
Copy:
The Username (email) the API key is registered to.
The API key itself.
Keep both handy — you'll paste them into Convi in the next step.
ℹ️ Note: Convi only needs ticket-creation permission. You can scope the API key tightly to limit what it can do.
Step 4 — Configure the integration in Convi
Back in Convi's configure modal:
Gorgias subdomain — paste your subdomain (e.g.,
your-store).Username (Email) — paste the email the Gorgias API key is registered to (e.g.,
[email protected]).API key — paste the API key you generated in Gorgias.
The API key field shows a show/hide toggle (eye icon) so you can verify you pasted the right value.
Step 5 — Test the connection
Click Test connection before saving. Convi calls Gorgias with the credentials you provided and reports back:
Connection successful! → the credentials work; you can save.
Connection failed. Please check your credentials and try again. → one of the three fields is wrong; verify each one.
Don't skip this step. A bad credential won't fail visibly later; it'll silently miss tickets at handover time. Test now while it's quick to fix.
Step 6 — Save
Once the test passes, click Save. Convi confirms with a toast: "Helpdesk integration saved successfully."
The Gorgias row on the Integrations screen now shows a Connected badge.
Verifying it works
Run one end-to-end check before going live:
Open your storefront in a private window.
Send a message that should trigger handover — for example: "I need to talk to a human about a billing issue."
Open Conversations in Convi → confirm the chat is marked as handed over.
Open Gorgias → confirm a new ticket appeared with the conversation transcript and shopper email.
If steps 1–3 work but no ticket appears in step 4 → recheck the API key permissions in Gorgias.
Disconnecting
To disconnect:
Open Settings → Integrations → Gorgias.
Click Disconnect.
Confirmation dialog: "Are you sure you want to disconnect Gorgias? Ticket creation for handovers will stop working."
Click Disconnect to confirm.
A toast confirms: "Gorgias integration disconnected successfully." The row goes back to Not connected, and future handovers will only email your team (or use whichever other integration you have configured).
Common issues
Symptom | Likely cause | Fix |
"Connection failed" on Test | Wrong subdomain (includes | Use only the subdomain part — e.g. |
Connection works, no tickets created | API key lacks ticket-creation permission | Regenerate the API key with the right scope in Gorgias |
Handover happens in Convi but no ticket in Gorgias | Handover ability not enabled in Convi | Train → Abilities → Handover to human must be Active |
Tickets appear but no shopper email | Email capture isn't capturing the email before handover | Enable the Email capture ability in Train → Abilities and review the sensitivity setting |