Gorgias

Integrate Agent Connect with the Gorgias CRM.

An integration between Medallia Agent Connect and Gorgias enables you to send feedback requests to customers automatically after your team solves tickets in Gorgias.

Important: Agent Connect can send surveys automatically only when the following criteria are met:

The team member that 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.

Before you begin

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

Configure Gorgias

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

Note: This procedure includes a step for creating a tag that prevents an Agent Connect survey from being sent after a ticket is closed. Although we recommend that all resolved cases receive an Agent Connect request, there might be some occasions when a survey should not be sent.

Create a Gorgias API token:
1. Open the Rest API page (Settings > Rest API), then click Create API Token.
2. Copy the token and the Base API URL, then send them to the Agent Connect team.
Create a webhook:
1. Open Settings > Integrations > HTTP, then click Add HTTP Integration.
2. Configure the following fields, then click Add Integration:
  - Integration name — Enter a descriptive name, such as "Send Agent Connect Survey".
  - Triggers — Select "Ticket updated".
  - URL — Enter https://api.stellaconnect.net/v1/webhooks/gorgias.
  - HTTP Method — Select "Post".
  - Request content type — Select "application/json".
  - Response content type — Select "application/json".
  - Header key — Select "x-api-key".
  - Header value — Enter 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}}"
}
```
Create tags:
1. Open Settings > Tags, then click Create Tag.
2. Enter "stellaconnect-do-not-send" as the new tag, then click Save.

Note: If you would like to implement a workflow to identify negative interactions and send followup surveys after service recovery interactions, contact the Support team.

Move the integration to production

When your testing is complete and everything works as expected, move your integration to production via the steps below:

In Gorgias, open Settings > Integrations > HTTP.
Open the "Send Agent Connect Survey" integration.
In the Header value field, enter your Agent Connect Production API Key, then save the integration.
In Agent Connect, open the Integrations page (Settings > Integrations).
For each channel you integrated, switch that field on, then click Update.