Gorgias AI Agent for Phone, Chat and Email Tickets
Wiredesk answers your store's phone line, website chat, email and WhatsApp from your own content, and when a customer needs a person it opens a Gorgias ticket from that customer, with its summary and the full transcript as the message and the tag wiredesk. Gorgias tickets need the customer's email address, so the agent always asks for it first. You connect it with a Gorgias REST API key.
What it does
Every ticket carries: The agent's summary of what the customer needs, who they are (name, email address and phone number, whichever it has), the channel it came in on, a link back to the conversation in Wiredesk, and the whole transcript with every line marked Customer, AI agent or Team.
By default it opens one when the customer asks for a person or wants to complain, or when it can't answer from your content, and it checks with them first unless they asked. You can replace that rule with your own, in plain words. Before it opens anything it finds out what actually went wrong, one question at a time, so the ticket never says the problem is unknown. The agent then gives the customer the ticket number and says the team will reply, without promising a time. In the chat widget a card under that reply shows the number and the summary.
A Gorgias ticket is a thread of messages from a customer, so the ticket opens with one message from them, carrying the summary and the transcript.
With Shopify connected too, the same agent can answer order status and start return requests before anything reaches Gorgias.
How to connect Gorgias
- In Gorgias, go to Settings → You → REST API → Create API key.
- In Wiredesk, open the agent's Actions › Connections, click Connect on Gorgias, and enter your subdomain, the email you sign in to Gorgias with, and the key.
- Add a Helpdesk ticket action to the agent and pick Gorgias.
What happens on each channel
The same agent answers every channel from the same knowledge.
Website chat
The agent answers from your knowledge. When the customer needs a person it asks what went wrong, then for an email address unless it already has one, and opens the ticket with the summary and transcript. The customer sees the ticket number in the chat.
Phone
Gorgias needs the customer's email address on every ticket, so on a call the agent asks the caller for one before it opens it. The ticket isn't opened until it has one.
The customer's address is already known from the thread, so the agent opens the ticket without asking for it again.
An action that runs in chat runs on WhatsApp too. The agent asks for an email address, because that is where your team replies, and the ticket names WhatsApp as the channel.
What it doesn't do
- It is not a two-way sync. The agent opens the ticket and keeps its number and a link to it; it doesn't read your Gorgias queue, and what your team writes in Gorgias doesn't come back into Wiredesk.
- It opens tickets. It doesn't update, assign or close one afterwards.
- Every ticket is tagged wiredesk, so you can build a view or a routing rule for them.
- If Gorgias turns the ticket down, or doesn't answer within 8 seconds on a call (15 in writing), the agent offers to take a message instead and the connection's card shows Gorgias's reason.
- There is no ticket without the customer's email address, on any channel.
Set it up
Questions about Wiredesk and Gorgias
Yes. Wiredesk answers the call and, when the caller needs your team, asks for their email address and opens a Gorgias ticket with the call summary and transcript.