Overview

Score offers an integration with Gorgias which can be installed into your Gorgias workspace.

This integration allows for a real-time sync between your customer support tickets and conversations in Score. You will be able to:

1. Have tickets get automatically pulled into Score and evaluated based on your configured QA scorecards.

2. Filter conversations in Score by ticket fields (including custom fields) from Gorgias as configured in your Score organization settings.

How to install the app

1. Inform your sales executive that you would wish to have Gorgias enabled for your organization in Score.

2. Once enabled, you can visit your "Integrations" settings under "Data" on the "Settings" page.

3. Click on the "Gorgias" integration which should be enabled and showing a grey "Inactive" label on it once the application is installed.

   
   

   

   
   

4. Enter your Gorgias domain and click on the "Authorize" button which will redirect you to Gorgias to approve and install the app in your workspace.

   
   

   

   
   

5. Once installed, you will be returned to the same Gorgias Integration page in Score AI.
   
   

   

   
   Here you can configure your setup with the following parameters:

   1. Sync settings > Email/Chat Tickets Status: The ticket status which Score should use when deciding which tickets to ingest.

   2. Bot Name: Providing the name of your Bot allows us to specifically label ticket messages as automations so that they are not considered for evaluation of support representatives.

Linking Gorgias Users to Score Representatives

Once successfully authorized, you should link your Gorgias Users to Representative accounts in Score so that tickets can be correctly assigned. This can be done manually or automatically with the help of your account manager.

1. Click on the "View Users" button.
   
   

   

   
   

2. This should display a side-panel where you can search for a representative account in your Score organization and select that person.
   
   

   

   
   

3. Once done, you must select the Gorgias user account for the same representative.
   
   

   

   
   

4. Repeat for other representatives.
   
   

   

Tracking Custom Fields

You can have this Score integration automatically associate custom fields present on your Gorgias tickets with your conversations in Score.

1. Visit the "Custom Fields" page on the "Settings" page under the "Data" section and click the "Add Custom Field" button.
   
   

   

   
   

2. In the popup, you can click on the "Source" dropdown to select a custom field from your Gorgias workspace. Upon selecting on, you can optionally rename it so that it has a different name in Score.
   
   

   

   
   

3. Click on the "Save" button once you're done.
   
   

   

   
   

4. This will add the custom field to Score and all newly pulled tickets will now have the same custom fields in Score.
   
   

   

   
   

5. You will also be able to filter by these conversations on the "Convos." page.