Every conversation your assistant finishes becomes a Gorgias ticket, with a summary, the customer’s details and the full transcript.
Applies to: Businesses using Gorgias
Connect your Gorgias helpdesk and each conversation your assistant finishes is filed there as a ticket: chats on your website, chats on the social channels you have connected to AIssie, and calls answered by your AIssie phone agent. Your team can reply to, assign and report on them alongside the rest of your support, without opening AIssie.
It works in one direction. AIssie creates tickets in your helpdesk. It does not read your existing tickets, reply to them, add anything to the ticket sidebar, or handle calls that come in through Gorgias Voice or any other phone system connected to Gorgias.
Each ticket is titled “AIssie chat with” or “AIssie voice call with” the customer’s name or number. It holds a short summary of the conversation, what needs following up if anything does, the customer’s name, email, phone number and country, the channel and assistant it came through, a link to the conversation in AIssie, and the full transcript. For a call, the link opens the call in AIssie, where you can play the recording.
A ticket is closed when your assistant handled the enquiry, and left open and tagged “human review” when somebody needs to follow up. Every ticket is also tagged with the assistant it came through and, when it is known, the customer’s country, so one helpdesk can sort enquiries from several assistants or countries.
A call’s ticket arrives within a few minutes of the call ending. A chat has no clear end, so its ticket arrives 30 to 45 minutes after the customer’s last message.
Tickets are filed under the customer’s email when your assistant got one. When it only got a phone number, a stand-in email address made from the number is used, so somebody who calls twice stays one customer in Gorgias. That customer is updated with their real email and name once a later conversation captures them.
Website chats where nobody left an email or a phone number are only sent when they need human review, unless you switch on “Also send anonymous chats”. Calls are always sent.
If a customer comes back to the same chat, the new part of the conversation is added to the existing ticket as an internal note, and the ticket is reopened if it now needs following up. You do not get a second ticket.
The connection covers your whole account, so every assistant on it sends its conversations to the same helpdesk. Under Assistant countries you can tag each assistant’s tickets with the country it serves.
To stop for a while, switch off “Sending conversations to Gorgias”. To stop for good, choose Disconnect. Tickets already in Gorgias stay there either way. Disconnecting removes AIssie’s access on the AIssie side, and you can also remove the AIssie app in your Gorgias settings.
No. Only calls answered by your AIssie phone agent, on your AIssie number or a number you forward to it, become tickets. Calls handled in Gorgias Voice or by any other phone system connected to Gorgias are not touched.
No. Everything AIssie knows about the conversation is in the ticket itself: the summary, the customer’s details, the transcript and a link to the conversation in AIssie.
Check three things. The chat may still be going: a chat is sent 30 to 45 minutes after the customer’s last message. Nobody may have left an email or a phone number: those chats are only sent when they need human review, unless “Also send anonymous chats” is on. Or sending may be paused: open Integrations, choose Manage on the Gorgias card and check the switch.
Yes. On the Gorgias card under Integrations, choose “Use an API key instead”, then enter your Gorgias domain, the email of a Gorgias user and an API key created in your Gorgias settings.
No. Your assistant answers exactly as before. Gorgias only receives a copy of each conversation once it has finished.