Gorgias integration

Once Gorgias is connected to Cevanos, your AI agent can find the customer behind a conversation and look up their tickets. It can also open a ticket for your team when a person is needed, and reply on, close and reopen that customer's own tickets inside the helpdesk your team already uses.

Unlike a Custom Action, you do not define the actions yourself. Cevanos supplies a fixed set of 7: 3 reads and 4 that change something. You choose which of them your agent gets.

The journey at a glance

1. 1Find GorgiasOpen Integrations, search for Gorgias and click Connect.
2. 2Connect GorgiasType your subdomain, then approve access in Gorgias.
3. 3Check the Gorgias pageConfirm the connection, the fields it reads, its permissions and its health.
4. 4Choose what it can doTick Workspace and This agent, then Save capabilities.
5. 5Set up Actions and approvalsCheck what can run and which actions wait for approval.
6. 6Try itTest in the Playground with a customer question.

Have these ready:

• Your Gorgias subdomain: the “acme” in acme.gorgias.com.
• A Gorgias user who may authorize apps for that account.

1. 1In the Cevanos dashboard, open Integrations.
2. 2Type Gorgias in the search box, or look under the Helpdesk section.
3. 3Check the badge on the card. Available means it is not connected yet.

Connecting is done once for the whole workspace. The pop-up has two screens, Before you start and Approve access. The approval happens on Gorgias's own page.

2a. Before you start

1. 1Click Connect on the Gorgias card. The Connect Gorgias pop-up opens.
2. 2Your Gorgias subdomain: enter just the account name from your Gorgias address, so acme for acme.gorgias.com.
3. 3Click Connect Gorgias.

2b. Approve access in Gorgias

1. 1Cevanos opens the approve page of your Gorgias account. Sign in if Gorgias asks you to.
2. 2Gorgias shows what Cevanos asks for: Customers and Tickets & Ticket Views, both with read and write access.
3. 3Click Authorize to approve.

2c. Connected

• After you approve, Gorgias sends you back to Cevanos.
• On the Integrations page, search for Gorgias. The badge now says Connected, the card shows your subdomain, and it offers Choose what it can do.

Click the Gorgias card on the Integrations page to open the Gorgias page.

1. 1Read the header: the status (Connected), the category (Helpdesk) and the Choose what it can do button.
2. 2Field mapping lists every Gorgias field Cevanos may read, such as customer.email and ticket.channel. Anything not on the list is never read.
3. 3Permissions granted compares what Cevanos asked Gorgias for with what Gorgias gave it. Both lines read “customers:read, tickets:read, tickets:write, customers:write, offline”.
4. 4Health shows the calls in the last 7 days. Click Test connection to check that Cevanos can still reach Gorgias.
5. 5Activity shows the calls the agent has made, kept for 30 days. Right after connecting, its only row is “Checked the connection”.

Click Choose what it can do on the Gorgias card or page. A pop-up lists the 7 capabilities. Each row has two checkboxes: Workspace and This agent. Only what is ticked in both columns actually runs.

Right after connecting, nothing is ticked under Workspace.

1. 1Workspace: tick it for each capability Gorgias is allowed to supply at all. This applies to every agent in the workspace.
2. 2This agent: tick it for each capability this agent should use.
3. 3Tick or untick under Reads (look something up) and Does (change something).
4. 4Click Save capabilities, or Cancel to leave without changes.

The Actions page shows what the agent actually has, and lets you decide which changes need a person to approve them first.

1. 1In the left sidebar, click Actions. Under Helpdesk, find the Gorgias card. It shows how many of its 7 actions are on.
2. 2Click the card. A panel slides in from the right.
3. 3Use the filter chips (All, On, Reads, Does, Waits for approval, Cannot run) to narrow the list.
4. 4In the box “When this agent does something on Gorgias”, choose Run without approval or Wait for approval for the Does actions.
5. 5Each action has its own switch, and switches save as you flick them. Each Does action also has a dropdown, which defaults to “Waits for approval — Same as the system”.

1. 1Open the Playground for your agent.
2. 2Make sure the conversation has a matched customer whose email is on a Gorgias customer. The ticket actions need one.
3. 3Ask something that should trigger a Gorgias action, such as the examples below.
4. 4For an action that changes something, check the Pending actions list if you chose Wait for approval.
5. 5Back on the Gorgias page, the Activity table shows each call and its result.

Gorgias supplies 7 capabilities: 3 reads and 4 that change something. Every one of them needs a matched customer.

7 capabilities · 3 reads · 4 that change something

The Gorgias page's Field mapping names every field Cevanos reads, four about the customer and four about each ticket:

What Cevanos asks Gorgias for

Gorgias tickets: what to expect from each action

In Gorgias a ticket is either Open or Closed, and a snoozed ticket counts as closed until its snooze ends (Gorgias: handle incoming tickets).

Gorgias's request limits

Gorgias caps the API calls each app may make. An OAuth app like Cevanos gets 80 requests in a 20-second window, and Enterprise accounts use a 10-second window (Gorgias: rate limits). Over the cap, Gorgias answers “429 Too Many Requests” until the window refills.

1. 1Open the Gorgias page and click Disconnect Gorgias in the red Disconnect box.
2. 2A pop-up asks “Disconnect Gorgias?”. It says how many agents are affected and lists the actions that stop working.
3. 3Click Yes, disconnect to continue, or Cancel to keep it connected.
4. 4The Gorgias card goes back to Available with a Connect button. Repeat the Connect step to connect again.

• Gorgias: handle incoming tickets
• Gorgias: snooze tickets
• Gorgias API rate limits