Learn how to connect your Gorgias account to CloudTalk, how to customize your integration settings, and common Gorgias integration issues and solutions.
User Level
Admin
CloudTalk + Gorgias Integration
Thanks to the CloudTalk and Gorgias integration, all existing Gorgias data such as contact details, tickets, and tags will be synchronized within both platforms. For companies using both CloudTalk and Gorgias, this means that agents will have a comprehensive understanding of their customers without having to open multiple systems.
Setup
Video Guide
Here's a step-by-step Gorgias + CloudTalk setup demo featuring our legacy dashboard.
From the CloudTalk Dashboard
Log into your dashboard account. You will need to access the legacy dashboard for integration setup.
Navigate to Account > Integrations.
Hover over the Gorgias integration and select +Add to begin installation.
Enter your Base URL from Gorgias:
Open your Gorgias account in a new tab and navigate to Settings > REST API.
Copy the Base API URL listed there.
Submit.
Customize your integration settings as necessary (see Integration Settings).
Save when done.
Once the integration is set up, all your Gorgias contacts will be synchronized with CloudTalk. This may take a few minutes.
Integration Settings
You can define which calls (inbound, outbound, missed calls and voicemails) to log into Gorgias and what status should be assigned to the ticket.
Set whether you want to log all calls or only calls made during business hours or when your lines are closed.
Define an agent you want to assign missed calls to.
Pick which CloudTalk numbers should get linked to your Gorgias integration. It will help you organize your data better.
Important notice: If no number is selected, all numbers get synced to Gorgias.
Decide how SMS (inbound or outbound) will be logged into Gorgias.
Decide whether SMS should be synchronized only for specific phone numbers.
In order to properly export CloudTalk calls to Gorgias, your CloudTalk agent emails must match your Gorgias user emails.
Issues & Solutions
Missed calls not exporting
Solution
Please check if there is an assignee selected for the missed calls within your integration settings in CloudTalk. Gorgias requires an assigned user in order to distribute missed call tickets, which means the Assign missed calls to setting should not be None if you want missed calls to be exported.
Call tags not synching from Gorgias
For our Gorgias integration, there is a one-way sync of call tags. We export CloudTalk call tags to Gorgias, but new tags made in Gorgias are not synched back into CloudTalk.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!