Connect Gorgias

Gorgias is your helpdesk: tickets arrive there, and Razviel's replies go out from there. You connect it with three values from your Gorgias REST API screen, then choose which of your Gorgias channels Razviel answers.

Before you connect

• Connect Shopify first. Razviel checks that your Gorgias account contains the Shopify store you connected. If it does not, the connection is not saved.
• A paid Gorgias plan with enough seats. Razviel creates two users in your Gorgias. A plan limited to three agent seats is not accepted.
• A Gorgias admin generates the key. Only an admin can generate an API key in Gorgias. A key from an agent account is refused, with a message asking an admin to generate it.

Step 1: Copy your REST API details

1. Open Settings from the account menu of your dashboard, and in Core Stack, click Connect with Gorgias.
2. In Gorgias, go to Settings → REST API.
3. Copy the three values into Razviel, in the order Gorgias shows them.

The fields in Razviel use the same names as the Gorgias screen:

• Base API URL — the address of your account, ending in .gorgias.com/api.
• Username (your email address) — the email of the admin who owns the key.
• Password (API Key) — the key.

The key gives Razviel the same access as the Gorgias user who owns it. If you later narrow that user's permissions in Gorgias, Razviel loses the same access.

Step 2: Choose which channels we answer

One Gorgias account can serve more than one store. Razviel lists every channel in your account and asks you to decide each one:

• Still to decide — the channels you have not answered yet. This list empties as you decide.
• Razviel answers these — the channels that belong to the store you connected.
• We never touch these — the channels Razviel ignores.

Channels are grouped as Live Chat, Email, Social, WhatsApp, SMS and Other. Click the opposite side to move a channel; click its current side to send it back to Still to decide.

You can finish when no channel is left to decide and at least one channel is answered. Tickets from a channel outside your answered list are not processed.

When a new channel appears in your Gorgias later, it arrives undecided. Your connection shows 1 check needs your attention, and the channel waits on its own in Still to decide.

The three checks

• Base API URL — your account answers at that address.
• Username and API Key — Gorgias accepts the pair. Gorgias accepts or refuses them together, so the check cannot tell which of the two is wrong.
• Channels we answer — lists the channels Razviel answers. No answered channel, or a new undecided one, keeps this check from turning green. Change channels is on this line.

If the Base API URL fails, the two checks below it wait instead of failing.

What Razviel creates in your Gorgias

• Two users: Razviel AI and Razviel Human Node. Your team sees in the sender whether a reply came from the AI or from a Human Node. Keep both users: deleting a user in Gorgias deletes its statistics.
• One tag: Razviel. Razviel does not create views in your account. If you want a view of Razviel tickets, create it with the tag.

When a ticket comes to your team, Razviel tags it, assigns it and adds an internal note with the context, the reason and a recommendation.