Connecting Convi to your Gorgias helpdesk creates a seamless support workflow between the AI assistant and your human agents. When the Convi AI cannot resolve a customer’s query or when a customer explicitly asks to speak to a person, this integration automatically creates a ticket in your Gorgias workspace, ensuring that complex issues are escalated efficiently without losing context.
How the Gorgias Integration Works
Once connected, the "Handover to human" ability in Convi is automatically linked to Gorgias. If a conversation is escalated, Convi sends the entire chat transcript, customer details, and a summary of the issue to Gorgias, creating a new ticket. This allows your support team to pick up the conversation with full context, providing a smooth and efficient customer experience.
ℹ️ Note: This integration relies on the Handover to human ability being active. You can manage this from the AI Agent → Abilities tab in your Convi panel. |
Setup Instructions
Connecting Gorgias to Convi takes just a few minutes. Follow these steps to set up the integration:
From your Convi panel, navigate to Settings → Integrations.
Find the Gorgias integration in the list and click the Connect button.
A configuration window will appear. You will need to enter the following information from your Gorgias account:
Gorgias Subdomain: Your unique Gorgias URL (e.g., your-store.gorgias.com).
Username (Email): The email address of a Gorgias user with API access permissions.
API Key: Your Gorgias API key.
Click Save & Connect to finalize the integration.
💡 Tip: You can create a new API key in Gorgias by navigating to Settings → REST API. It is recommended to create a dedicated user for the Convi integration for better tracking and security. |
Verifying the Connection
After connecting, you can test the integration to ensure it's working correctly:
Open the chat widget on your storefront.
Start a conversation and type a message like "I want to speak to a human."
The AI should trigger the handover flow. Check your Gorgias account to confirm that a new ticket has been created with the conversation details.
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