Integrating Alhena With Gorgias

Alhena can transfer tickets from website chat to Gorgias, integrating seamlessly with your existing workflow.

Configuring the Gorgias Integration

To set up your Gorgias account with Alhena, first navigate to the Integrations page from the Alehena sidebar. Then, toggle on the Gorgias integration and click "Configure Settings".

Now you'll need to enter your Gorgias domain, username, and API key. You can find this information in your Gorgias account from the "REST API" section of the settings.

Copy and paste each of these values from Gorgias to Alhena, and click connect.

You can now enable transfer from the Alhena chat widget, and choose a team inside of Gorgias where incoming tickets should be assigned.

Configuring Email Tickets for Gorgias

You can set up Alhena to automatically respond to email tickets in your Gorgias account by enabling the Email setting from the Gorgias settings page. Alhena will only reply to tickets that have been assigned to Alhena AI inside of Gorgias.

Alhena will automatically assign emails to the configured Human Transfer Group when an answer is not found, when the user requests a human agent, or when any other human transfer guidelines are met.

Gorgias settings page with email enabled

Configure Rule for Email Tickets

If you'd like Alhena to automatically reply to email tickets in your Gorgias account, you can configure a rule so incoming emails are automatically assigned to Alhena AI.

Setup instructions for Gorgias emails

Once email has been enabled, you can follow the "Create a rule" link here to Gorgias where you can set up the rule. Follow the steps below to add your custom rule.

First, click "Create Rule" in the upper right corner.

Then, click "Create Custom Rule" near the bottom of the page.

Finally, see this example of a custom rule configuration to assign all email tickets to Alhena when they are created.