Gorgias v2 integration features and limitations

The Gorgias v2 integration allows Aircall users to automatically create and manage Gorgias tickets for phone calls and SMS conversations. It also synchronizes contact data, tags, and internal notes to help support teams keep all customer interactions in one place.

Gorgias data in Aircall Insight Cards

When an inbound or outbound call starts with an Aircall number, the integration searches for the matching Gorgias customer by phone number. If found, customer details will appear in the Aircall Insight Card, including:

• Customer name and email
• Notes from Gorgias
• A link to open the Gorgias customer profile directly from the call

Ticket creation for calls

A Gorgias ticket is automatically created when a call is answered or missed.

Steps:

1. The integration searches for the Gorgias customer by phone number.
2. If no match is found:
   • If the customer exists in Aircall and not in Gorgias, a new Gorgias customer is created using their first name, email (if available), and phone number.
   • If no Aircall contact exists, the integration creates a new Gorgias customer named “Aircall New Contact + phone number” with a fake email (for example, random_number@aircall.io).
3. In both cases the ticket title is: "[Call direction] call: [customer name/phone number]".
4. The channel is set to Phone and tags are automatically applied (see Tag sync (Calls)).
5. If the Aircall user’s email matches a Gorgias user’s email, the ticket is assigned to that user; otherwise, it remains unassigned.
6. Once the call ends, the ticket status becomes Open.

Ticket creation for messaging

Messaging tickets follow the same logic as call tickets, with the following differences:

• The ticket title is “SMS Conversation with [Customer Name]”
• The channel is set to SMS

Automated ticket comments for calls

The integration automatically adds internal notes to Gorgias tickets during and after calls.

Call answered

When a call is answered, an internal note is added on behalf of the agent. It includes:

• Start time and answered time
• Call direction
• Customer phone number and Aircall number
• IVR options
• Aircall team

Call ended

When a call ends, an internal note is added containing:

• End time and call duration
• Assignee
• Link to the call in the Aircall dashboard
• Voicemail and missed call reason (if applicable)
• Agent notes

Note: If a call is not answered, the comments from “Call answered” and “Call ended” are merged.

Call commented

If an agent adds notes during or after a call in the Aircall app, and the call is logged to Gorgias, the integration adds an additional internal note. This note may include the call recording or voicemail, if available.

Automated ticket comments for messaging

Comments are automatically added for any Aircall number with SMS or MMS capabilities when messages are sent or received.

Behavior:

• The integration will attempt to find the customer in Gorgias by phone number
• If it does, it will check if the customer already has a conversation with any Aircall number
• If one exists, and it’s in the open status, the comment will be logged there
• It will verify that the ticket has not been marked as spam or deleted
• If the checks above are good and the ticket status is closed, then the integration will check when it was closed
• If the closed date is less than 72 hours in the past then the ticket will be reopened. Otherwise, the comment will be added in a new ticket

Comment properties:

• If it’s a message sent from an Aircall number, the sender will be the Aircall user
• If it’s a message received on an Aircall number, the sender will be the external person (Customer, client…)
• If the number supports files, then images and PDF files will be uploaded to Gorgias as attachments

Tag sync for calls

Tags are automatically created and applied to tickets based on call activity.

Automatically created tags:

• Aircall – Created after the first call
• Inbound call – Created after the first inbound call
• Outbound call – Created after the first outbound call

Additional tags (when applicable):

• Agent selected tags – Tags chosen by the agent during or after a call
• Aircall number – Name of the Aircall number used
• Aircall Team – Name of the team handling the call
• Voicemail – Added when a voicemail is left
• Callback Request – Added when a customer requests a callback
• Called back – Added when calling back a customer who requested a callback
• Missed Call – Added when a call is missed

Tip: You can use these tags in Gorgias to build reports, custom views, and ticket organization workflows.

Tag sync for messaging

For messaging, tickets receive the following tags:

• Aircall SMS – Created when the first SMS message is sent or received
• Aircall Number – The Aircall number used for the conversation

One-way contact sync

If a contact exists in Aircall but not in Gorgias, the integration automatically creates the customer in Gorgias.

Created customers include the Aircall first name and email, along with an internal note stating that the customer could not be found by phone number.
If no email exists in Aircall, the integration assigns a generic Aircall email.

Secure setup and Aircall number selection

The integration uses the OAuth protocol for a secure and simple setup.

Steps:

1. From the Gorgias dashboard, log in with admin permissions.
2. Follow the installation flow to connect Aircall.
3. Select which Aircall numbers you want to connect.
4. You will only receive tickets and tags for inbound or outbound calls made on the selected numbers.

Gorgias API rate limits

Gorgias limits the number of API calls per account. When this limit is reached, the integration automatically disables itself. The table below summarizes the current limits and Aircall integration usage:

Important: This limit includes API usage from all other integrations in your Gorgias account. If you often reach the limit, contact Gorgias support for assistance.

Integration is automatically disabled

The integration may disable itself for the following reasons:

• Authorization removed
  An admin uninstalled the Aircall integration from Gorgias.
  Fix: Reinstall the integration from the Gorgias dashboard.
• API limit reached
  The Gorgias API rate limit was exceeded.
  Fix: Reactivate the integration in the Aircall dashboard and contact Gorgias support to check whether your limit can be increased.

Tickets are not created for the right customers

The table below summarizes the main causes and outcomes related to customer matching, ticket assignment, comments, and call recordings.

Important: Ensure at least one user in Gorgias has Admin privileges to serve as a fallback.