If you use Gorgias as your CX platform, you can enabled this channel for the AI Agent.
Instructions
Enable the Gorgias Channel
Go to AI Agent → Channels & Integrations and select Enable under Gorgias.
Enter your Gorgias subdomain.
Authorize the requested Gorgias permissions.
Once connected, you will be redirected to the Gorgias Integration Settings page.
Configure the Gorgias Integration
1. Channels
Choose which Gorgias channels the AI Agent should intercept.
Available channels may include:
Email
Web
Help Center
Chat
Facebook Messenger
Instagram DM
TikTok Shop
API
SMS
Only enable the channels you want the AI Agent to handle.
2. Email Configuration
Use Email Configuration to control which email address the AI Agent sends from.
Email Mapping
If your Gorgias account uses multiple support email addresses or aliases, select Add Mapping to map those addresses to the appropriate sending address.
Default From Email Address
Set the default email address the AI Agent should use when responding to customers. The address must be configured within your Gorgias account.
3. Chat Configuration
Use these settings to control how live chat escalations are handled.
Disable Live Escalation
Enable this setting if live agents are not consistently available to accept chat escalations. When live escalation is disabled, escalated chats are handled asynchronously through email rather than being transferred to a live agent.
Escalation Team
Optionally select a Gorgias team to receive live escalations. This is especially useful when multiple brands or support teams share the same Gorgias account.
Leave this set to the default queue if escalated tickets should remain unassigned.
4. Additional Filters
Additional Filters allow you to narrow which Gorgias conversations the AI Agent intercepts. When multiple filters are configured, they work together to further restrict eligible conversations.
Support Emails: Select specific support email addresses for the AI Agent to intercept. Leave blank to intercept all support email addresses.
Chat Widget: Select a specific Gorgias chat widget. Leave blank to intercept conversations from all chat widgets.
Instagram Accounts: Select specific Instagram accounts. Leave blank to intercept all connected Instagram accounts.
Facebook Pages: Select specific Facebook pages. Leave blank to intercept all connected Facebook pages.
SMS Lines: Select specific SMS lines for the AI Agent to intercept. Leave blank to intercept all SMS lines.
These filters can be particularly helpful when multiple brands share a single Gorgias account.
5. Ticket Fields
Cavalry can populate Gorgias ticket fields as part of handling a conversation.
Required fields are configured for completion before a ticket is closed. If there are additional optional fields you would like the AI Agent to populate, select Add Ticket Field and configure the desired field.
Custom Field Mappings
The Custom Field Mappings section displays Gorgias fields that have been mapped to corresponding fields used by the AI Agent.
These mappings allow information such as contact reason, product, resolution, sentiment, AI intent, and other configured fields to remain consistent between the two platforms.
6. Escalations
Use Offline Escalation Tags to specify Gorgias tags that should automatically be applied when a conversation is escalated asynchronously.
For example, these tags can be used for conversations that begin in chat but are escalated for follow-up through email.
7. External Conversations
Enable Sync Resolved External Conversations if you want conversations originating outside of Gorgias to be synced back to Gorgias once they are resolved.
This provides a Gorgias record of conversations handled through other connected channels.
8. Ticket Handling
Snooze Instead of Close
When enabled, Gorgias tickets are snoozed while the AI Agent is waiting for a customer response instead of being marked as closed.
Snoozed tickets leave the open inbox and automatically reopen when the customer replies.
9. Customer Profiles
Cavalry can optionally sync AI-generated customer profile information back to Gorgias.
Two settings are available:
Sync AI Customer Profile Notes: Adds AI-generated customer profile notes to the customer's Gorgias record.
Sync AI Customer Profile Fields: Syncs structured AI-generated customer profile information to Gorgias customer fields.
Enable either option based on the customer information you want available to your Gorgias agents.
10. Maintenance Tasks
Select Re-Sync Ticket Fields whenever your Gorgias ticket field configuration changes to ensure Cavalry has the latest field information.
11. Virtual Agent Sync Status
The Virtual Agent Sync Status section displays the connection status of each Cavalry virtual agent associated with Gorgias.
You can use this section to confirm that each agent is successfully synced and view its corresponding external ID.
Once your configuration is complete and the AI Agent is ready to launch, return to the Channels section and enable the channels you want Cavalry to intercept.
If you need assistance configuring your Gorgias integration, contact support@cavalry.ai.