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Hand off chats to Gorgias with the full transcript

Create a Gorgias ticket with the transcript and an AI-generated summary when a shopper asks for a person.

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What is sent

  • The conversation transcript, with AI messages labelled
  • An AI-generated summary, labelled as such
  • The shopper's email when given, and whether it is verified
  • The identity level of the shopper

Gorgias tickets show the transcript and summary in the customer timeline.

Setup

  1. Connect Gorgias

    In the dashboard, open Handoff and connect Gorgias with the ShopAssist OAuth app.

  2. Choose when to hand off

    On request, outside office hours or when the assistant cannot help.

  3. Test it

    Send a test handoff from the playground.

Helpdesk handoff: Growth and up

Conversations you hand off are sent to Gorgias under your own agreement with Gorgias.

Frequently asked questions

Is an unverified email set as the requester?

No. Unverified emails are never set as the ticket requester and are clearly marked in the ticket.

Can I choose when conversations go to Gorgias?

Yes. Hand off on request, outside office hours or when the assistant cannot help.

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