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How To Configure Your Gorgias v2 Integration

Installation guide

Main changes to be aware of between V1 and V2

  • New integration will log sent and received SMS and MMS
  • New integration adds insight cards features. Shows Gorgias contact information on Aircall dialer during calls
  • New integration adds Native tag support. Aircall tags will show as Gorgias tags
  • New integration provides operational tags for Team name, Voicemail, Missed Call, Call direction, Callback request, and Called back so you can trigger flows, create views and report with more accuracy
  • Tickets will be created via the Phone channel instead of the Aircall channel
  • The new integration uses public API and you might incur on API limits imposed by Gorgias. You will need to check with Gorgias if, when needed, those limits can be increased for you. Otherwise, the integration will automatically disable when the limits are hit.

For more information, please visit Gorgias v2 Integration Features and Limitations

Before starting

  • If you already have an installation and want to reinstall, ensure you remove the old one from Aircall and Gorgias before installing again
  • Set up your Aircall number settings before the installation (recordings, call routing)
  • For the integration to work in all possible use cases there must be at least one Aircall user with admin permissions in Gorgias
  • For SMS and MMS logging to work you need to have the Aircall numbers properly set and also be in a supported country. Check our article here for more information.

Installation steps

  1. The installation flow must start from Gorgias
  2. Go to Settings > App Store  > All apps
  3. Find the Aircall V2 App and click the connect button
    1. You can also install from Aircall, but the button will redirect you to the Gorgias login screen
  4. Follow the instructions prompted at each stage
  5. Once done, make a test call to confirm that everything works. You can check if the Aircall call is logged to the Gorgias customer or if the Gorgias data is showing in the Aircall Insight Cards during the call

Uninstalling the integration

The integration needs to be uninstalled from Aircall to have immediate effect. Once you uninstall the integration in the Aircall Dashboard, it will also be automatically removed in Gorgias.

If you uninstall the integration from Gorgias you will need to wait 24hrs for the authorization to expire. The integration will only be disabled on the Aircall Dashboard, and you will need to manually delete it.

Jordan W.

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