Twilio for Gorgias

WhatsApp Channel

For enabling Twilio WhatsApp Channel, there is a process of signing up a request to access the channel. Twilio approved templates are required inorder to initiate a conversation with your clients. The process of the same can be found here.

Step 2: You will be directed to the Twilio for Gorgias settings page. Enter your Gorgias domain in Step 1 and click Authorize Now. In Step 2, enter your Twilio credentials and click Authorize Now. For getting your Twilio credentials, click "Get here" so that you will be directed login to your Twilio account.

Step 3: Enter the default Twilio number and country code. Also select the Twilio channel for sending messages from that default channel. If you are going to use Sandbox for testing purposes, then copy the Inbound and Status URL in the settings page. Click "here" to paste the URL in the specified space in your Twilio account.

Step 4: Paste the URL at both the spaces as shown in the screenshot and click Save. Thus, the incoming messages will be configured and received inside Gorgias account as tickets.

Step 5: Now, link your Twilio numbers by clicking either Add number option or Add WhatsApp number option. For adding the number, follow as, Click Add number-->Add Senders in Twilio-->Add Senders-->Continue-->Select the check box and finally Add phone number.

Step 6: Refresh the settings page and your Twilio number will be added now. For adding the approved WhatsApp number, click Add WhatsApp number option and enter the number.

Step 7: The integration status will be enabled now and you will be able to view the authorized Twilio account and Gorgias account.

This is the installation and setup of the application, Twilio for Gorgias.

2) View one-to-one conversation with the client

Step 1: For viewing the one-to-one conversation view or chat view with the customer, then click Chat option below the message history.

Step 2: Select the Twilio channel by clicking Choose button.

Step 3: You can view the one-to-one conversations made with the particular client. You can also reply from the chat view itself.

3) View the message history as notes

You can view both the incoming and outgoing messages from all Twilio channels and the status of it inside the ticket.

4) View all tickets of a customer in Customer timeline.

Step 1: Whenever a ticket is open, all the messages from that particular clients number, will be added and synced with the open ticket. If the ticket is closed, a new ticket will be created for the client's new incoming message. For viewing other tickets of the customer, click the clock symbol at the top left of the new incoming ticket.

Step 2: Under Customer Timeline, you will be able to view all the tickets which are both open and closed. You can also view the chat thread linked along with the tickets.

This is the installation and working of the app, Twilio for Gorgias. Thus, in this way you can receive and send Twilio messages inside Gorgias and connect with your customers easily.

Pricing Plans