multi-channel inbox consolidation
Aggregates customer inquiries from multiple platforms (Shopify, WooCommerce, Facebook, Instagram, email, SMS, live chat) into a single unified inbox. Eliminates context-switching by displaying all conversations in one interface regardless of original channel.
ai-powered auto-response generation
Generates contextually appropriate suggested responses to customer inquiries using machine learning trained on the business's historical ticket data. Produces responses that maintain brand voice while reducing manual typing time.
social media message management
Consolidates customer inquiries from Facebook and Instagram into the support inbox, enabling agents to respond to social media messages without leaving the platform.
email and ticketing system integration
Integrates email and traditional ticketing systems into the unified inbox, converting emails into trackable support tickets and enabling email responses from the central system.
shopify and woocommerce order integration
Directly integrates with Shopify and WooCommerce platforms to pull order data, customer information, and product details into support conversations. Enables agents to view and manage orders without leaving the support system.
agent performance and response time analytics
Tracks and reports on support team performance metrics including response times, resolution rates, customer satisfaction, and automation effectiveness. Provides dashboards and insights for optimization.
custom integration and api access
Provides API access and custom integration capabilities for connecting Gorgias with proprietary or non-standard business systems, CRMs, or data sources.
automated ticket routing based on complexity
Automatically routes incoming support tickets to appropriate handlers (AI auto-response or human agent) based on complexity analysis. Handles 60-70% of tickets with AI while escalating complex issues to human agents.
+7 more capabilities