Gorgias

An integration between Medallia Agent Connect and Gorgias enables you to send feedback requests to customers automatically after your team solves tickets in Gorgias. Work with your Agent Connect Client Success Manager (CSM) to ensure that the integration meets your team's needs and objectives.

Important: Agent Connect can send surveys automatically only when the following criteria are met:
  • The Team Member that has solved the ticket has an approved Agent Connect profile.
  • The customer's record includes an email address.
  • A Team Member is assigned to the case when it is closed.

Before you begin

Before you begin the integration, ensure that you have entered a test email address in Agent Connect and have collected your test and production API credentials. For more information, see Integrations.

Configuring Gorgias

Complete the following steps in Gorgias to integrate tickets with Medallia Agent Connect survey requests.

Note: This procedure includes a step for creating a tag that prevents a Agent Connect survey from being sent after a ticket is closed. Although Medallia recommends that all resolved cases receive a Agent Connect request, there might be some occasions when a survey should not be sent.
  1. Create a Gorgias API token.
    1. Navigate to Settings > Rest API, and then click Create API Token.
    2. Copy the token and the Base API URL, and send them to your Agent Connect CSM.

      Creating a Gorgias API token

  2. Create a webhook.
    1. Navigate to Settings > Integrations > HTTP, and then click Add HTTP Integration.
    2. Specify the following information, and then click Add Integration.
      • Integration name — Send Agent Connect Survey
      • Triggers — Ticket updated
      • URL — https://api.stellaconnect.net/v1/webhooks/gorgias
      • HTTP Method — Post
      • Request content type — application/json
      • Response content type — application/json
      • Header key — x-api-key
      • Header value — Your Agent Connect Test API Key
      • Request JSON Body — Enter the following code: 
        {
"channel": "{{ticket.channel}}",
"meta": "{{ticket.meta}}",
"ext_interaction_id": "{{ticket.id}}",
"customer_custom_id": "{{ticket.customer.id}}",
"employee_email": "{{ticket.assignee_user.email}}",
"customer_name": "{{ticket.customer.name}}",
"status": "{{ticket.status}}",
"language": "{{ticket.language}}",
"tags": "{{ticket.tags}}",
"customer_email": "{{ticket.customer.email}}"
}
  3. Create tags.
    1. Navigate to Settings > Tags, and then click Create Tag.
    2. Enter stellaconnect-do-not-send as the new tag, and then click Save.
    3. item

Moving the integration to production

When your testing is complete, and everything is working as expected, move your integration to production.

  1. In Gorgias, open Settings > Integrations > HTTP.
  2. Open the Send Agent Connect Survey integration.
  3. In the Header value field, enter your Agent Connect Production API Key, and then save the integration.
  4. In Agent Connect, open the Integrations setup screen.
  5. For each channel you integrated, switch that field to On, and then click Update.

    Integrated Channels in Agent Connect