Gorgias documentation¶

Welcome to the Gorgias docs!

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

We have two products:

Gorgias Helpdesk: a multi-channel helpdesk integrated with your back-office.
Gorgias Templates: a Chrome Extension to insert email templates with shortcuts.

Browse our documentation to learn more about them!

Questions?¶

We’re always happy to help with questions you might have! Search our site for more information or send us an email at support@gorgias.io!

Overview¶

Getting started¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

What is Gorgias Helpdesk?

Gorgias helpdesk is a support platform integrated with all your apps. You can connect Shopify, your own back-office, or any app you want. When a customer contacts you, you see the full profile of the customer. You can respond to them and take actions on the customer’s account, like giving them a gift card.

TL;DR: To start responding to your customers with Gorgias, follow these 3 quick steps:

Create a Gorgias account

Forward your support emails to support@{account-name}.gorgias.io.

Head to Integrations to connect the apps you use for support to Gorgias

You’re good to go! Below are more details about how to set up email forwarding.

How to set up email forwarding¶

Email forwarding for G Suite & Gmail¶

If you’re using a Google Suite or Gmail account for your support inbox, follow the steps below to forward your emails to Gorgias.

Click on the gear icon in the upper right-hand corner of Gmail, then click the Settings option from the drop-down menu.

Open the “Forwarding and POP/IMAP” tab
Click “Add a forwarding address”

Type in “support@{account-name}.gorgias.io”. Replace “{account-name}” with the name of your Gorgias account. You can find it in the url of your account.

Click “Proceed”
Go to “New & Open tickets” in Gorgias, open the confirmation email from Google
Click on the long link to confirm the request

Click “Confirm”
Now, go back to the “Forwarding and POP/IMAP” tab in Gmail, select “Forward a copy of incoming mail to” with your Gorgias address. Then, click “Save Changes”

Nice job! You can now head over to Gorgias and start responding to your customers’ emails!

Note

If you want to forward emails to several addresses at the same time, you can create a filter in your Google Apps account.

Email forwarding for G Suite Groups¶

Log in to your G Suite Admin console and select Groups

Open the group address that you want to add. Typically, it’s support@your-company.com
Click Add users to group at the top right

Type type support@{your-account-name}.gorgias.io. and click Add

Nice job! Head over to Gorgias. The next time someone emails this address, it will create a ticket in Gorgias.

Email forwarding for Outlook.com¶

Log in to Outlook.com using your support email address
Click on the Gear icon at the top right
Click Option in the dropdown

Under Mail > Accounts, click Forwarding
Click Start Forwarding, and type support@{your-account-name}.gorgias.io.

Click Save.

Nice job! You can now head over to Gorgias and start responding to your customers’ emails!

Email forwarding for Office365¶

Log in to your Outlook Office365 using your support email address
Click on the Gear icon at the top right
Search for Forwarding in the search area

Click the Forwarding link
Click Start Forwarding, and type support@{your-account-name}.gorgias.io.

Click Save.

Nice job! You can now head over to Gorgias and start responding to your customers’ emails!

Other email services¶

If you don’t know how to forward your emails we’re here to help! Please contact us at support@gorgias.io

Integrations¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

We’ve built Gorgias so that you can manage all your customer support in one place. Integrations enable you to connect any application to Gorgias, provided that this application has an internet facing HTTP-based API.

There are three main use cases for integrations:

Connect a support channel to Gorgias, like chat or social media
Fetch customer data from a third party app (e.g. from your own back-office)
Perform actions in a third party app (e.g. give a gift card to a customer)

We provide built-in integrations for Facebook & Smooch. If you’d like to connect another app, you can use an HTTP integration.

We’re happy to help you connect your apps to your Gorgias account, if you have questions feel free to contact us at support@gorgias.io.

Facebook¶

Facebook is a popular social network where customers can interact with companies. This integration creates tickets when customers post on your Facebook page or send you a message on Messenger.

To get started with Facebook:

Click Add Facebook Page
Authorize the Gorgias app on Facebook
Select the page you want to add
Choose your import settings
Click Add Page

Once you’ve added a Facebook page, every time someone posts on the page, comments on a post, or contacts the page via Messenger, it will create a ticket in Gorgias. When you respond to this ticket, your response will be visible to the customer on Facebook, and also to your team on the Facebook messaging app.

Note

If the agent who added the page to Gorgias no longer has admin permissions on the page, you’ll need someone else to re-authorize the page on your Gorgias account.

Chat¶

You can add a chat widget on your website. Every time a user starts a conversation, it opens a ticket in Gorgias. You can then respond to the ticket to chat with the user. You can add multiple chat integrations.

To get started with Facebook:

Click Chat in the integration page
Click Add chat
Name your chat. Usually the name of your company
Add the code snippet to your site

Once you’ve added chat, when a visitor or a an app user start a conversation with you, it will create a chat ticket in Gorgias. You’ll see a notification in recent activities and the ticket will auto-refresh when the customers responds.

Chat for Shopify¶

If you’re using Shopify, you can automatically see the Shopify profile of the customer next to the chat conversation when the customer is logged in on your website.

Follow these steps to add a chat widget on your store:

Go to your Shopify account, and open Online Store
Click on the ”...” icon a the top right
Select Edit HTML/CSS in the dropdown
Open the theme.liquid file
Paste the code before </body> tag. Make sure to replace ‘{{ SMOOCH_APP_TOKEN }}’ with your appToken from the chat code snippet in Gorgias. This token looks like this: ‘lnIpG3UCYDq7z8A4O6c9sBI0a9zOpA’.

<script src="https://gorgias-assets.global.ssl.fastly.net/static/public/js/gorgias-chat.js"></script>
{% if customer %}
<script>
document.addEventListener('DOMContentLoaded', function() {
GorgiasChat.init({
  "headerColor": "#0993f4",
  "chatIconColor": "#0993f4",
  "conversationColor": "#0993f4",
  "smooch": {
    "appToken": "{{ SMOOCH_APP_TOKEN }}"
    "givenName": "{{ customer.name }}",
    "email": "{{ customer.email }}",
    "properties": {
      'current_page': window.location.href
    }
  }
})
})
</script>
{% else %}
<script>
document.addEventListener('DOMContentLoaded', function() {
GorgiasChat.init({
  "headerColor": "#0993f4",
  "chatIconColor": "#0993f4",
  "conversationColor": "#0993f4",
  "smooch": {
    "appToken": "{{ SMOOCH_APP_TOKEN }}",
    "properties": {
      'current_page': window.location.href
    }
  }
})
})
</script>
{% endif %}

You can also customize the wordings on the chat widget.

Adding an “open the chat” link¶

If you want to add a link on your page to open the chat when you click on it, use the code below:

<a onclick="$('.messenger-button-shown').click();">Start a chat with our team</a>

Smooch¶

Smooch is a chat widget that you can add on your website to interact with customers.

In order to enable chat in Gorgias, you need to create an account on Smooch first.

Then, here’s how to connect your Smooch account to Gorgias:

Click Smooch in the integration page

Click the Add my Smooch button

Login with your Smooch account

Shopify¶

When you receive a message, you can display the customer profile and the last orders from Shopify in Gorgias. Then, you can also do actions in Shopify from Gorgias itself, like refunding an order.

Then, here’s how to connect your Smooch account to Gorgias:

Click Shopify in the integration page

Click the Add Shopify button

Login with your Shopify account

Now, when a customer contacts you, you’ll see their profile and orders in the sidebar.

HTTP Integrations¶

HTTP integrations allow you to connect any third-party app to Gorgias.

There are two main use-cases for HTTP integrations: - Trigger an action in a third party app when a ticket is created or updated. - Get customer data from a third party to populate the user profile

You can use Gorgias variables to pass data to other apps, like the customer’s email with the {ticket.requester.email} variable

Below are popular use cases for HTTP integrations.

WooCommerce¶

When you receive a message, you can display the customer profile and the last orders from WooCommerce in Gorgias. Then, you can also do actions in WooCommerce from Gorgias itself, such as editing an order.

Here’s how to do so:

Go to your WooCommerce admin, in the general tab, and click enable the REST API. Note: this may be under a different tab based on your version of WooCommerce
Go to the API tab, and make sure the permissions for the API are Read/Write
Send the Consumer key and the Consumer secret to support@gorgias.io, and we’ll finish the setup for you!

Prestashop¶

When you receive a message, you can display the customer profile and the last orders from Prestashop in Gorgias. Then, you can also do actions in Prestashop from Gorgias itself, such as editing an order.

Here’s how to connect Prestashop to Gorgias:

Go to your Prestashop admin,
Go to advanced settings
Select Webservice
Click Enable
At the top right, click the + icon, set all the permissions to Read except for order & customer, where you need to select Read & Write
Send your API key to support@gorgias.io along with the url or your store, and we’ll finish the setup for you!

LoyaltyLion¶

You can display the Loyalty Lion of your customers next to their support requests. For instance, the number of points they have, or their referral URL. You can also use Macros to award points to customers without leaving Gorgias.

Follow the steps below to connect Loyalty Lion to Gorgias:

Go to your Loyalty Lion account, to the settings page
Send the token & the secret to support@gorgias.io, and we’ll finish the setup for you!

Yotpo¶

Show the reviews the customer left on your Shopify store next to support tickets.

Here’s how to connect Yotpo reviews to Gorgias:

Log in to your Yotpo Admin page
Choose Settings under the profile icon
Click Store Settings.
Scroll down to API Credentials, and copy the APP key
Go to your Gorgias account, go to integrations, HTTP integrations & click Add HTTP integration
Copy the config below. Make sure to replace the APP key in the URL.

Integration name: Get reviews left by the user
Description: Yotpo
Trigger: Ticket created & Ticket updated
URL: https://api.yotpo.com/products/{Your Yotpo APP key}/yotpo_global_reviews/reviews?user_reference={ticket.requester.customer._shopify.customer.id}

Nice job! Now you’ll see reviews next to tickets.

Salesforce¶

When you receive a message, you can display customer information from the associated contact in Salesforce.

Let’s connect Salesforce to Gorgias:

Go to Setup in Salesforce (at the top right of your screen)
Type Apps in Quickfind
Under Build>Create, open Apps
In the Connected Apps section of the page, click New
Enter Gorgias as the Connected App Name and App Name, and support@gorgias.io as the Contact email
Select Enable OAuth Settings
Enter https://gorgias.io as the Callback URL.
Select Access and manage your data (api) and click Add to add it to the list of Selected OAuth Scopes
Click Save, then Continue
Click on Click to reveal on the Consumer Secret
Send the Consumer key, the Consumer secret to support@gorgias.io, create an account for support@gorgias.io, and we’ll finish the setup for you!

Your custom back-office app¶

Most support teams use a custom back-office, or admin, to look up customer profiles and do actions on them. With Gorgias, you can automatically fetch customer data when a ticket is created, and display it next to tickets.

In order to connect your back-office, you’ll need an endpoint on which Gorgias can fetch customer data given the address of a customer.

For example, you can have an endpoint like this one:

GET https://company.com/api/users?email={email}

It would return customer data like this:

{
   "order":{
      "id":4759226956,
      "name":"#1002",
      "note":"",
      "tags":"",
      "token":"56710ab7e3ebc4d1e16078290a1536ac"
      }
}

Once you have such an endpoint, follow these steps to fectch data on each ticket:

Add an Http integration

Use the GET method and your back-office url. It should look like this: https://company.com/api/users?email={ticket.requester.email}

Optional: use a headers to pass the API key. For instance: Authorization, Basic 5Nmy9Z1loPr0M45TVBVRqoKyccj1jI03aGAZEx2fkO4

Select a trigger

Save

Then, when a ticket is created or updated, Gorgias will automatically pull customer information from your back-office, and display it in the sidebar on the right of your tickets.

To edit the sidebar, click on the settings wheel icon. Then, you can drag and drop items and personalize labels in the Manage widgets page.

Slack¶

When a new ticket is created, you can connect Slack to post a notification in the Slack channel of your choice.

Here’s how to do it:

Go to Apps & integrations on Slack

Click Build (top right) to add a custom integration

Select Incoming WebHooks

Select the channel where you want to see notifications of new tickets, and click Add Incoming WebHooks Configuration

Copy the Webhook URL

Create an HTTP integration in Gorgias

Use the Webhook URL from Slack as a url

Paste the code below to the body (to pass the ticket information to Slack)

Select Ticket Created as a trigger

Click Add Integration

Here’s the JSON that you can paste:

{
    "text": "New ticket <https://{ticket.account.domain}.gorgias.io/app/ticket/{ticket.id}|*{ticket.subject}*> from *{ticket.requester.name}*",
    "attachments": [
        {
            "text": "{ticket.first_message.body_text}",
            "title": "{ticket.subject}",
            "title_link": "https://{ticket.account.domain}.gorgias.io/app/ticket/{ticket.id}"
        }
    ]
}

TADA!

Zapier¶

You can trigger a zap when a ticket is created and/or updated.

To do so:

Create a zap in zapier and choose a webhook as a trigger.
Create an Http integration in Gorgias
Select the POST method and use the webhook url from Zapier. You can pass arguments from Gorgias to Zapier using headers.
Select a Trigger of your choice

Now, when the integration is triggered, your zap will run.

Segment¶

You can send data about your tickets in Segment, by adding Gorgias as a Source on your Segment account. This way, you can understand if customers who contacted support in the last year are generating more revenue for example.

To do so, first, add Gorgias as a Source to Segment:

Go to your Segment account
Go to Sources
Click Add Source
Click on HTTP API, at the end of the list in the server section
Click Connect
Type in Gorgias as nickname & SQL schema name, and click Create source
Open your newly created Gorgias source
Locate the Write Key under installation and copy it
Go to http://decodebase64.com/, paste the Write key under ASCII Plain Text, and copy the text that shows up in the Base64 section

Good, you can send data to Segment! Now, let’s head to Gorgias to notify Segment when a ticket is created.

Go to your Gorgias account.
Go to Integrations, HTTP integration and click Add HTTP integration
Use the following configuration

Integration name: Send info to segment on Ticket created
Description: Segment
Trigger: Ticket created
URL: https://api.segment.io/v1/track
HTTP Method: POST
Headers: Authorization, Basic {paste Base64 code from step 9 here}
Request Body (JSON):
    {
        "userId": "{ticket.requester.email}",
        "properties": {
            "name": "{ticket.requester.name}",
            "ticket_id": "{ticket.id}",
            "subject": "{ticket.subject}",
            "channel": "{ticket.channel}"
        },
        "event": "Ticket created",
        "timestamp": "{ticket.created_datetime}"
    }

Click Add integration

Done! Now, every time a ticket is created, it will send the data about this ticket to segment. Then, you can use this data in other apps.

Shipstation¶

You can display order information from Shipstation, like the order number, the tracking status or the shipping method.

Here’s how to connect Shipstation:

Head over to the Settings section of your account
Send the API key and the API secret to support@gorgias.io, and we’ll finish the setup for you!

Elev.io¶

Elev.io is an in-app help center. Your customers can browse help articles on any page of your website, and contact support.

You can connect Elev.io to Gorgias. This way:

Customers can start chat conversations from Elev.io.
Customers can email you. You’ll receive their emails in Gorgias.

Here’s how to connect Elev.io & Gorgias:

In the elev.io dashboard, go to Modules

Under the Trigger module, click Install

Write “Chat with us” as the Display Title, select “Open Smooch chat window” as an action, pick an icon and click Add Module

Go back to Modules, under the Link module, click Install

Write “Email us” as the Display Title, and “mailto:yoursupportemail@company.com” as the url, pick the mail icon and click Add Module

Done! Now, your customers can email you or start a chat conversation from the Elev.io help center.

Macros¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

Macros are canned responses that you can use to respond faster to your customers.

Macros can perform actions on the ticket:

Insert response text: this text will be inserted in the reply area. You can include variables, like the first name of the customer

Set subject: change the subject of the ticket

Add tags

Set status

Set assignee

HTTP actions: you can trigger web-hooks in other applications, and refund a customer on Stripe with a macro for instance

Macros variables¶

Below are is a list of variables that you can insert in macros to populate them with customer data from 3rd party apps.

To use variables from another app, make sure you’ve added it in the Integrations first.

Gorgias variables

Ticket channel: {ticket.channel}

Ticket subject: {ticket.subject}

Receiver email: {ticket.receiver.email}

Ticket id: {ticket.id}

Ticket requester id: {ticket.requester.id}

Ticket url: https://{account.name}.gorgias.io/app/ticket/{ticket.id}

Ticket sender’s email: {ticket.sender.email}

Ticket asignee’s email: {ticket.assignee_user.email}

Last message datetime: {ticket.last_message_datetime}

Text of the first message: {ticket.first_message.body_text}

Ticket created datetime: {ticket.created_datetime}

Ticket opened datetime: {ticket.opened_datetime}

Ticket updated datetime: {ticket.updated_datetime}

Shopify variables

Customer id: {ticket.requester.customer._shopify.customer.id}

Last order id: {ticket.requester.customer._shopify.orders[0].id}

Tracking url of the last order: {ticket.requester.customer._shopify.orders[0].fulfillments[0].tracking_url}

Shipstation variables

Order number: {ticket.requester.customer.shipstation[0].orderNumber}

Order status: {ticket.requester.customer.shipstation[0].orderStatus}

Items in order: {ticket.requester.customer.shipstation[0].items[0].name}

Recharge variables

Customer id: {ticket.requester.customer.recharge_customer[0].id}

HTTP actions¶

Here are some examples of actions you can do with macros. Adding HTTP actions can be a bit technical. If you need any help here, ping us at support@gorgias.io.

Shopify actions¶

You can use the HTTP actions to trigger specific actions in Shopify that are not included by default in Gorgias.

Send an account invite for the customer

Title: Send an account invite for the customer
POST: https://your-store.myshopify.com/admin/customers/{ticket.requester.customer._shopify.customer.id}/send_invite.json
Headers: X-Shopify-Access-Token {your-access-token}

Create a new $10 gift card with a custom code

Title: Create a new $10 gift card with a custom code
POST: https://your-store.myshopify.com/admin/gift_cards.json
Headers: X-Shopify-Access-Token {your-access-token}
Body:
    {
        "gift_card": {
            "template_suffix": "gift_cards.birthday.liquid",
            "initial_value": 10,
            "code": "{ticket.requester.customer._shopify.customer.first_name}{ticket.id}10GC",
            "note": "Created by Gorgias for customer {ticket.requester.email}"
        }
    }

Loyalty Lion actions¶

Add an HTTP actions to trigger specific actions in Loyalty Lion.

Award any number of points to a customer

Title: Award any number of points to a customer
POST: https://api.loyaltylion.com/v2/customers/{ticket.requester.customer.loyalty_lion[0].merchant_id}/points
Headers:
    Authorization Basic {based64 encoded API key}
    Content-Type application/x-www-form-urlencoded
Body: points 20

Getting Started¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

Gorgias is a Google Chrome extension that allows Gmail, Outlook and Yahoo users to write e-mails faster by using the Autocomplete Dialog, Keyboard Completion, Alternatives and other features.

Install the extension!

Gorgias can also be used in tandem with the https://gorgias.io/ website to enable features such as Team Sharing, Backup, Usage Statistics and other features, but it’s not a hard requirement. The extension can be used stand-alone.

Use cases¶

So far there are 2 major use cases for Gorgias. Feel free to choose the one that fits your use case the best.

Standalone extension¶

If you use on your own (you don’t have a team) then you don’t have to login or register on the https://gorgias.io/ website. You can simply install the extension here and use it on your own.

However, if you like store your templates online and synchronize them between devices & team members, you can create an account here.

Using Gorgias in a team¶

If you work in a team and you want to share and collaborate on your templates with your team members then you’re in luck! Because https://gorgias.io allows doing just that.

All you have to do is create an account on this website. Add some users and start working together. More on this topic in the Sharing section.

Autocomplete Dialog¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

Automatic dialog helps finding the correct template right there where you type.

Imagine that you have a template that explains to your users that they have to check their spam inbox:

Title:
    Add note about Spam folder

Body:
    Note: If you can't find the e-mail, please check your
    'Spam' folder in order to find the missing e-mail.

Now when you hit CTRL + Space in the body of your e-mail a small popup will appear where you can choose the correct template.

You can find the above template by typing spam for example. It will match it because it finds it in the title.

Note

The CTRL + Space keyboard shortcut can be changed in Settings.

Disabling Autocomplete Dialog¶

Autocomplete Dialog is great, but if you want to disable them yo can do so by accessing the extension’s Settings.

Keyboard Completion¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

Keyboard completion inserts templates in your e-mail by typing a keyboard completion shortcut and then hitting a keyboard combination (by default the Tab key). You can see and example of keyboard completion usage in the following video:

[video]

Disabling Keyboard Completion¶

Keyboard Suggestions are great, but if you want to disable them yo can do so by accessing the extension’s Settings.

Synchronization¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

If you have Google Chrome installed on multiple devices you can synchronize your templates between machines. Here’s how you do it:

Please make sure that you have the Gorgias extension installed on you Google Chrome.

Now log in and all your templates will be synchronized.

In order to get your templates synchronized with other computers, make sure you are logged in on the other computers too.

How does synchronization work?¶

Every time the synchronization process starts all your templates are uploaded and stored to the https://gorgias.io/ via a secure HTTPS connection.

The uploaded templates can now be shared between computers or with other members of your team using the https://gorgias.io interface.

Syncing not only uploads all your templates it also updates the templates that have been modified on other computers or downloads the new templates shared by your team.

Note

No templates are ever deleted! Unless you specifically demand it. In order to completely delete your data please send an e-mail to support@gorgias.io

Why not use Google Sync instead?¶

While Google Sync is very convenient and works well for most Chrome extensions, it’s a bit more complicated for Gorgias.

Here are the reasons why Chrome Sync is not the best fit for Gorgias:

First, chrome.storage.sync is limited to 100KB or 512 items (whichever is first). While this is more than enough for most Gorgias users, some of our users have big HTML templates and more than 512 templates. Hard to believe, but true.

Secondly (and probably most importantly for our customers) the chrome.storage.sync is attached only to one account, you can’t share your templates with other team members.

Other practical reasons include the fact that it’s difficult to debug a Sync problem when it’s completely outside your control (Google Servers) and it’s especially difficult to maintain 2 different implementations of a syncing methods.

Templates¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

What’s a template?¶

A template is a piece of text that can be inserted in any website input field with Gorgias, to avoid writing it manually. It can be any repetitive text you frequently write.

Here are a few examples:

Malala Yousafzai
Nobel Peace Prize 2014
malala@yousafzai.org
(415)-937-2402

Hello Jane,

Thanks for contacting us. Here are the steps to reset your password:
...
Best,

John

How to create a template?¶

First, go to the New Template page

Click on the “G” icon to open the Gorgias menu

width:

200 :alt: Gorgias menu

align: center

caption

Click on “New Template”. You’re in! Now let’s create your template

Give a name to your template, choose a shortcut (that’s the shortcut you will type to insert it), and a body

width:

500 :alt: Template editor

align: center

caption

Save it and you’re done!

You can now try inserting it in your favorite inbox.

You can also create templates out of text in Chrome

Select the text you want to create a template out of, right click on it, and hit “Save [selected text]...”.

You can now configure it and save it as explained above!

width:

500 :alt: Template editor

align: center

caption

Variables¶

If you address someone in a template, you can use a variable to avoid changing the recipient’s name everytime you insert this template.

Imagine you start a template by addressing the recipient:

Hello XXX,

And then the rest of the e-mail follows...

You can use a variable for the recipient first name. Place the selector where you want to insert it, click on “Insert Variables” and select “To: First Name”.

Now your template looks like this:

Hello {{to.first_name}},

And then the rest of the e-mail follows...

and if you write to Jane, this is what it will print when you insert it:

Hello Jane,

And then the rest of the e-mail follows...

TADA!

List of variables¶

Here is the complete list of variables you can use:

To field (recipient)
- {{to.email}}
- {{to.name}}
- {{to.last_name}}
- {{to.first_name}}
From field (you!)
- {{from.email}}
- {{from.name}}
- {{from.last_name}}
- {{from.first_name}}
CC field
- {{cc.email}}
- {{cc.name}}
- {{cc.last_name}}
- {{cc.first_name}}
BCC field
- {{bcc.email}}
- {{bcc.name}}
- {{bcc.last_name}}
- {{bcc.first_name}}
{{subject}} - subject content of the message
{{date '<amount>' '<unit>' '<format>'}} - relative date
- A few examples with dates (list of date formats)
  
  Next week: {{date '+7' 'days' "DD MMMM"}} -> 13 December
  
  Last month {{date '-1' 'months' "DD MMMM YYYY"}} -> 29 November 2015
{{choice 'hello, hi, hey'}} - a random choice.
{{domain to.email}} - Extract domain name from an email. Ex: if the recipient is contact@AWESOME-sweet-bakery.com, this variable will print “Awesome Sweet Bakery”

The power of the templates is given by the Handlebars template library.

To see the complete list of possible time formats check out momentjs formatting here.

Note

If the variable value is missing (e.g. no First Name for the contact) the variable will be replaced with an empty string.

Formatting¶

To add formatting to a template, you can use HTML.

If you don’t know HTML, no worries! We have a trick for you:

Format your template in Gmail (with links, or anything else you need)
Copy it here, convert it into HTML & copy the HTML code
Copy the HTML code in your template body, you’re good!

Adding email subject in a template¶

If you’re using Gorgias to send emails, you can also add an email subject in a template.

In the “New template” window, click on “Configure Fields” to show the subject field, and type in the subject here.

Tagging¶

You can tag templates to keep your templates organized. You can find more in Tags.

Tags¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

Tags help with filtering and categorization of templates. You can add a tag to a template by updating the ‘Tags’ field.

Once that’s done you can start filtering your templates by clicking the tags you want to filter by.

Note

You can filter other templates with the same tag by clicking on the tag labels.

You can you can also use Search if you want a more advanced filter.

Search¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

Once you and your team start to have a lot of templates finding the right one can be complicated. Here’s where searching comes in handy.

You can search by keywords in the title or body of your template. You can also filter templates by using Tags.

Plugins¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

The extension officially adds support for a few websites via plugins. Currently these are the websites officially supported by the extension:

Gmail
Outlook.com
Yahoo

Gmail¶

All features are fully supported.

Outlook.com¶

Work in progress.

Yahoo¶

Work in progress.

Alternatives¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

The Gorgias Google Chrome extension is very useful for a lot of people, but it may not be right for you.

Here’s a list of alternative extensions or programs (only free extensions listed):

Note

This is not a complete list. Feel free to suggest others here: support@gorgias.io

Settings¶

Note

This documentation is deprecated, please refer to http://docs.gorgias.io/ instead

To customize the extension and get to its options follow the following instructions:

Open Google Chrome
Customize and Control Google Chrome (the hamburger icon top right corner)
More tools
Extensions
Find Gorgias in the list (make sure it’s enabled).
Click on the Settings link.

Subscription & Credit card¶

Here’s how to edit your subscription, and to update your credit card:

Open the extension

Click on Settings

Click on Subscription

You can now update your credit card, change your plan, or update the number of users in your plan.

Gorgias documentation¶

Questions?¶

Overview¶

Getting started¶

How to set up email forwarding¶

Email forwarding for G Suite & Gmail¶

Email forwarding for G Suite Groups¶

Email forwarding for Outlook.com¶

Email forwarding for Office365¶

Other email services¶

Integrations¶

Facebook¶

Chat¶

Chat for Shopify¶

Changing the position of the chat widget¶

Adding an “open the chat” link¶

Smooch¶

Shopify¶

HTTP Integrations¶

WooCommerce¶

Prestashop¶

LoyaltyLion¶

Yotpo¶

Salesforce¶

Your custom back-office app¶

Slack¶

Zapier¶

Segment¶

Shipstation¶

Elev.io¶

Macros¶

Macros variables¶

HTTP actions¶

Shopify actions¶

Loyalty Lion actions¶

Getting Started¶

Use cases¶

Standalone extension¶

Using Gorgias in a team¶

Autocomplete Dialog¶

Disabling Autocomplete Dialog¶

Keyboard Completion¶

Disabling Keyboard Completion¶

Synchronization¶

How does synchronization work?¶

Why not use Google Sync instead?¶

Templates¶

What’s a template?¶

How to create a template?¶

Variables¶

List of variables¶

Formatting¶

Adding email subject in a template¶

Tagging¶

Tags¶

Search¶

Plugins¶

Gmail¶

Outlook.com¶

Yahoo¶

Alternatives¶

Settings¶

Subscription & Credit card¶