Introduction
The charles Gorgias integration seamlessly integrates into your existing customer support processes. It lets you automatically open tickets on Gorgias via charles, and enables your agents to respond from Gorgias via WhatsApp.
Features
Create Gorgias ticket node The Create Gorgias Ticket node can be added at any point in a flow. Once your customers reach that step of the flow, charles will open a Gorgias ticket. On the node you have the following configuration options:
Ticket subject Each Gorgias ticket is created with a subject line. If you want to create rules or filters based on the subject line, here is the place to define it as you like
Note that every ticket is also created with a charles tag. You can also use this to filter tickets and create rules.
Number of messages this setting lets you define how many of the last messages with that customers should be attached to the ticket when creating it. Add up to 20 to give your agents enough context to close the ticket as fast as possible
2. Ticket status check The check of the ticket status in the condition node lets you filter out people that currently have an open Gorgias ticket. We recommend not to send campaigns and other marketing content to customers who have an open service request as this most likely will decrease customer satisfaction.
3. Bi-directional communication between charles and Gorgias With the integration you can easily use the familiar Gorgias interface to chat with your customers on WhatsApp. Simply type your message and hit Send, it’s that easy. All photos and videos from your customers will also be added to the ticket and your agents can also respond with attachments of any sort, e.g. photos, videos, or PDFs.
Installation
To install the Gorgias integration on a charles instance, please follow the following steps:
Generate Gorgias API Key
Navigate to Settings from the top-left menu, scroll down and click on REST API.
Next, if you can’t see the third input field Password (API Key), please click the blue Generate API Key button
Generate charles API Key
In charles, navigate to Settings > API Keys.
Next, click on Generate API Key in the top right corner, enter a name and description and click Save and close the dialogue
Next, open the newly created API key from the table, click Show and copy the displayed API Key
Connect charles and Gorgias
In charles, navigate to Settings > Integrations and click on the Marketplace tab
Click on the Gorgias card, click Configure and on then on Next
Now, you need to enter the credentials both for Gorgias and charles.
Copy the charles instance URL (
https://<domain>.hello-charles.com) and paste it into the field Universe Host. Next, paste the copied charles API key into the corresponding field.Now, also copy and paste Base API URL, Username (your email address), and Password (API Key) from Gorgias into the respective fields in charles.
Click Next
Sync templates (makros) from charles to Gorgias
Select the templates you want to sync to Gorgias from the dropdown in the next step.
Click Finish
Setting up your Gorgias Flow(s)
Depending on your ideal set up, you might want to forward every incoming message to Gorgias or you only want to open tickets in specific scenarios. If the former is the case, please create a new flow.
Next, right-click on the canvas and select Create Gorgias Ticket from the menu. Connect the trigger to the node and publish the flow.
Finally, go to
https://<your-company>.hello-charles.com/journeys/settings/triggers
and select the flow you just created from the drop down on the right.
With this setup using the Catch-all trigger, every incoming message will open a new Gorgias ticket and for customers who already have an open ticket, the message will be appended to the ticket.
In case you only want to open tickets in specific instances, add the Create Gorgias ticket node in the flows where you want to create the tickets.
Using the condition node
If you want to avoid sending customers promotional content while they have an open service ticket, you can use our condition node to filter these people out. Simply add a condition node to the canvas and select properties from the drop-down menu.
Replying via Gorgias
Whenever a ticket is created from charles via WhatsApp, the integration automatically attaches the last few messages to the ticket. Additionally, we add the link to the charles feed.
To respond via Gorgias, you can use the native text editor. To make sure the response arrives at the correct customer, simply select Email from the drop down in the top left of the composer, search for charles 💛 and select it.
When clicking on Send, the message will be sent via WhatsApp.
To send templates, click on the ⚡icon and search for the name of the template you want to send. Clicking on Apply Makro will send the template.
If you don’t immediately find the correct contact (charles 💛) after typing “charles” in the search bar for the addressee, you can go to Contacts, search for the contact, and change the name to something more unique that you can find faster.