Gorgias

What the app does

• Gorgias tickets reach SendApp: when a ticket is created, closed or reopened, SendApp knows it at once.
• The customer becomes a contact: if Gorgias has their phone number and they are not yet in SendApp, they are added with the tag you choose (gorgias by default).
• Automatic WhatsApp messages: your automations on the events «New ticket» and «Ticket: status changed» send an approved WhatsApp template, with the ticket number, subject, status, channel, customer and the link to the ticket.
• Ready-made automation: «Ticket closed → review request», which sends the customer the link to your review page.

What you need

• A WhatsApp number connected in SendApp.
• A Gorgias account where you are an admin or the owner: it is needed to create the HTTP integrations.

Connect Gorgias

1. In SendApp open Apps → Gorgias and choose the WhatsApp number.
2. In Gorgias open Settings → REST API and copy your helpdesk address (for example yourshop.gorgias.com), the Username (your email) and the Password (the API key).
3. Paste them in SendApp and press Connect Gorgias. SendApp adds two HTTP integrations to your Gorgias by itself, «SendApp · Tickets created» and «SendApp · Ticket status»: nothing to paste in Gorgias.

The review request

1. On the app page write the link to your review page (Google, Trustpilot or your shop), always with https://.
2. Press Create the ready-made automations: SendApp creates the automation switched off and sends Meta its WhatsApp template, with the customer's name and your link.
3. When Meta approves the template (usually within minutes), open Automazioni and switch it on.

A ticket snoozed in Gorgias does not count as closed: the message leaves only when the ticket is really closed, once for every close.

Security and data

• The API key stays encrypted in SendApp and is used only for this connection.
• Gorgias only tells SendApp which ticket changed: SendApp reads the ticket from Gorgias with your key, so nobody can start a message with made-up data.
• Tickets in spam or in the trash are ignored.

Check and disconnect

Check the connection tries the key and remakes the integrations if someone removed or switched them off in Gorgias. Disconnect removes the two integrations from your Gorgias and switches off the automation; contacts and chats stay in SendApp.

Without the app: the Gorgias webhook

How it works

When a Gorgias Rule or Automation sends an event, we create or update the contact in SendApp (name, phone, email from the payload) and tag it. We don't send messages on your behalf: you contact the leads whenever you want with a campaign or via API.

Step-by-step setup

1. Copy your Webhook URL from the box above (select the account first).
2. Log in to Gorgias and open or create a Rule/HTTP integration on an event with the customer:
   • Ticket created
3. Add the HTTP/webhook call with POST method and paste the URL. You compose the body yourself: you must include the customer's contact fields in the JSON body:
   • Customer email customer_email
   • Customer phone customer_phone
   • Customer first name customer_firstname
   • Customer last name customer_lastname
4. Save.

General rule: choose events that include customer data (name, phone or email) and remember to include the customer's email and/or phone in the JSON body of the webhook: without a phone or email the contact is not created.

What happens next

The contacts coming from Gorgias are created and tagged (gorgias) in SendApp. Reach them with a campaign filtering by that tag, or through the API.

Verify

Trigger a test event from the Rule on Gorgias and check that the contact appears in SendApp. If the phone or email is missing, the contact is not created.