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The Gorgias connector lets your support team handle WhatsApp conversations without leaving Gorgias. Each incoming WhatsApp message from a contact opens or updates a Gorgias ticket, and your agents’ replies are sent back to the contact on WhatsApp. This page explains how the connector works, how to connect it, and how agents reply.

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How it works

  • When a contact sends you a WhatsApp message, Simio creates a Gorgias ticket (or adds to the existing one) with the message.
  • Photos, videos, and documents sent by the contact are attached to the ticket.
  • When an agent replies from Gorgias, the reply is delivered to the contact on WhatsApp.
  • You can connect Gorgias alongside other helpdesk connectors such as Crisp or Easiware. Each connected tool receives incoming messages.

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Before you start

  • An active Simio subscription.
  • Access to Settings > Connectors in Simio.
  • A Gorgias account with access to Settings > REST API.

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Connect Gorgias

1

Open the Gorgias connector

In Simio, go to Settings > Connectors, select Gorgias, then open the Settings tab.
2

Enter your Gorgias subdomain

Enter the part of your Gorgias address that comes before .gorgias.com. For example, enter mycompany if you log in at mycompany.gorgias.com.
3

Enter your login email

Enter the email address you use to log in to Gorgias.
4

Enter your REST API key

In Gorgias, go to Settings > REST API and copy your API key. Paste it in the API Key field in Simio.
5

Connect

Click Connect. The connector status changes from Not connected to connected.
6

Set up the webhook in Gorgias

Configure a webhook in Gorgias so your agents’ replies are sent to Simio.

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Reply to a contact from Gorgias

Agents reply to WhatsApp messages the same way they reply to any other Gorgias ticket, using the standard reply box.
1

Open the ticket

Open the ticket created by Simio for the contact’s WhatsApp message.
2

Choose the reply channel

In the reply box, open the channel selector at the top left and select Email. The To field shows the contact. Do not select Internal Note.
3

Write and send your reply

Type your message, then click Send (or Send & Close). Simio delivers the reply to the contact on WhatsApp.
Internal notes stay inside Gorgias and are never sent to the contact. Use them to share information with your team.

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Known limitations

  • Messages sent by Simio do not appear in Gorgias. Campaign messages and automated chatbot or automation messages are only visible in the Simio Conversations inbox. Check it if you need the full history.
  • Messages sent during a chatbot flow are not forwarded. While a contact is interacting with a chatbot, including tapping buttons or picking from a list, their messages stay in Simio.
  • Some file types are not forwarded. Only images, videos, and documents are attached to the ticket. Other attachments are skipped.