Thanks to CloudTalk + Gorgias integration, all existing Gorgias data (like contact details, tickets, tags, etc.) will be synchronized within CloudTalk and vice versa. This basically means that your agents will have a comprehensive understanding of the customers without having to open multiple systems.
If you prefer video setup guides, here's a step-by-step Gorgias + CloudTalk setup video:
In the CloudTalk Dashboard:
Log in to CloudTalk Dashboard account here
Click on Account > Integrations in the left sidebar menu
Select Gorgias integration and click on the "+Add" button to install the integration
To connect CloudTalk with Gorgias, you need to fill the API Username, API key and Base URL.
5. To find these API details, access your Gorgias account and go to your setting section. Go to REST API.
6. Here, you will find all the API details you need. So just copy Base API Url, Username (your email address), and API key (you will get your API key generated after clicking on “Create API key”).
Paste this information into your CloudTalk account.
7. Once you have completed these quick steps, your integration is ready. Now you can customize your integration according to your business needs.
8. Finally, click on the Save button to activate the integration.
Once the integration is set up, all your Gorgias contacts will get synchronized with CloudTalk.
Important notice: data synchronization may take a few minutes.
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.
Important notice: In order for the integration to properly export CloudTalk calls to Gorgias, your CloudTalk agent’s emails need to match your Gorgias user’s emails.
Issue: Integration automatically turned inactive
This happens when the Gorgias API key is reset. This can be done in Gorgias under Settings > REST API by clicking the
Reset button next to the API Key.
Follow the steps at the beginning of this guide to install a fresh version of Gorgias. Then, delete the old integration.
Issue: Missed calls not exporting
In such case, please check if there is an assignee selected for the missed calls from the CloudTalk integration settings. Gorgias requires an assigned user in order to distribute missed call tickets which means the “Assign missed calls to” selection should not be left as “None” if you want missed calls to be exported.
Important information regarding call tags
Please note that there is a one-way sync of call tags. That means we export call tags to Gorgias but we do not sync back their tags to CloudTalk.
And that's it!
If you need further assistance or have any questions, you can contact our Support Team. We are always here to help you!