Gorgias API Integration


RedRoute is an automated voice solution that handles tier 1 calls to improve the customer experience and reduce the pain and cost of staffing a call center. Connect RedRoute to Gorgias for a real-time view of automated calls right in your customer profile.


Signup with Gorgias

https://www.gorgias.com/signup


Get Gorgias settings

  • Open the top left dropdown menu and click on Settings 

  • Click on REST API in the Left Menu (underneath YOU)

  • You will see the three variables we will need to copy and paste into the portal - Base API URL, Username email address, and Password (API Key) 





RedRoute Administrator Steps 

Configuring the Gorgias API within RedRoute must be done by a RedRoute admin. Please contact your support representative at RedRoute who will handle the integration for you. 

RedRoute Settings (Admin) 

  • Login as administrator 

  • Click on Admin in the top menu

  • Click on Ticketing API Configuration in the left menu

    • Type gorgias here (lower-case)

  • Click on Gorgias API Integration in the left menu

    • Enter the Gorgias API settings here (from the Gorgias dashboard)




Done

You are now set for all cases to be logged into Gorgias, provided the call has been handled by RedRoute. 


Important notes

  1. A case will only be logged if:

    1. RedRoute handled the call intent successfully;

    2. The caller has an email address within their Account object;

    3. This email address is registered with a customer in the client’s Gorgias account.


  1. This is for tickets ONLY. Gorgias must be used in conjunction with a (main) client API, such as Shopify or Magento.

  2. Reiterating point 1, customers in the main API must have an email address associated with their account, and must have an associated email address that matches in your Gorgias account.