Gorgias is a 3rd party customer helpdesk app that is designed for Shopify, Bigcommerce, and Magento merchants to provide their customers with high-quality customer support.
In this article, we explain what steps you should take to integrate Gorgias with Omnisend and how you can benefit from it.
Before You Begin
This integration supports US SMS only. Non-US SMS replies won't sync to Gorgias.
You need enough SMS credits in Omnisend. Learn about SMS pricing.
Standard SMS fees apply to replies sent through Gorgias.
Benefits
Re-engage unhappy customers by offering discount codes or special offers when they submit a rating in Gorgias.
Sync Gorgias data, such as tags and survey scores.
Use SMS-only integration, as Gorgias integration is supported only for the SMS channel and US customers.
Receive SMS replies from US customers sent via campaigns or automated notifications from your Gorgias help desk.
Reply to SMS messages from US customers directly in Gorgias, with messages sent through Omnisend.
Setup Process
Step 1. Install the Gorgias app from the Shopify App Store.
Step 2. Go to your Shopify admin → Apps → Open Gorgias → Click Create Gorgias account → Add your helpdesk URL → Find your account.
Step 3. In Omnisend, go to → Apps → Search for Gorgias → Click Connect now.
Step 4. Paste your Gorgias subdomain and click Connect.
💡 Example: For https://your-store.gorgias.com, enter your-store.
Step 5. You'll be redirected to Gorgias. Click Authorize to complete the connection.
✅ Setup complete. Gorgias now appears in your Omnisend Connected Apps list.
Manage Two-Way SMS Conversations
When you send SMS Campaigns or Automation in Omnisend, Gorgias receives all US customer replies except STOP and HELP keywords. Learn about SMS compliance.
How it works:
Customer replies to your SMS → Omnisend creates a new ticket in Gorgias.
Agent responds in Gorgias → Reply is sent via Omnisend to the customer.
What you'll see in Gorgias:
Subject line: "[SMS via Omnisend] Incoming text message from {customer phone number}".
Tag: All tickets auto-tagged with "Omnisend".
Contact info: Message source shown as Omnisend integration.
To find that customer account, you can enter a phone number in the search bar.
⚠️ Important Limits:
One reply per ticket. To continue the conversation, close the ticket after your first reply. A new ticket will be created when the customer responds again.
Max 2 messages, 1600 characters. SMS provider restrictions apply.
SMS credits required. If you're low on credits, enable auto-refill. Learn more about managing SMS credits.
If you don’t want to generate tickets in Gorgias but still want to use it for data sync and automation triggers, set up a rule in Gorgias to automatically close tickets tagged with Omnisend.
Reply to Satisfaction Surveys
Gorgias syncs ticket tags and satisfaction survey scores as custom properties to Omnisend every 3 hours.
Note: Historical data won't be uploaded.
Custom Contact Properties created:
Gorgias_tag– Ticket tags assigned to the contact.Gorgias_latest_satisfaction_survey_score– Latest survey rating (1–5).
Custom Event created:
Gorgias Satisfaction Survey Submitted
Use in Automation Workflows:
Trigger workflows based on survey scores. For example:
Score 4–5: Send a thank-you email or review request.
Score 1–2: Send a discount code with an apology.
Use in Segments:
Create segments to exclude low-rated contacts from campaigns or send VIP offers to high-rated ones.
Use Cases
Re-engage unhappy customers. Create an Automation Workflow that sends a discount code when a customer submits a 1–2 star rating.
Reward VIP customers. Segment contacts tagged "VIP" in Gorgias and send exclusive offers.
Suppress low-rated contacts. Exclude contacts with 1–2 star scores from promotional campaigns to reduce unsubscribes.
FAQ
Can non-US customers' SMS replies sync to Gorgias?
No. This integration only supports US SMS due to keyword compliance requirements (STOP/HELP).
Why did my customer receive only one reply?
You can send only one reply per ticket. Close the ticket after your first response. If the customer replies again, a new ticket will be created.
What happens if I run out of SMS credits?
Replies won't be sent from Omnisend. Enable auto-refill in Store → SMS Credits to avoid interruptions.
Can I disable ticket creation but keep data syncing?
Yes. In Gorgias, create a rule to auto-close tickets tagged "Omnisend."
Can I connect Gorgias to Omnisend if I'm not using Shopify?
Yes. While the guide shows Shopify setup, Gorgias also works with BigCommerce and Magento. The connection process in Omnisend (Step 3–5) is the same regardless of your ecommerce platform.
Need help? Our Support Specialists are ready to assist via in-app chat or at [email protected].