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How To Configure Your Gorgias v2 Integration

Jordan W.
  • Updated

Installation guide

Main changes to be aware of between V1 and V2

  • Recordings are no longer stored in Gorgias. Instead, there will be a link to the Aircall dashboard where you can access the transcript, recording tags, and additional data. You will need to be logged in and have dashboard permissions
  • 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. If needed, you should check with Gorgias if those can be increased for you, otherwise the integration will automatically disable when the limits are hit
  • The new integration adds Native tags
  • The new integration provides operational tags for Team name, Voicemail, Call direction, Callback request, and Called back so you can trigger flows, create views, and report with more accuracy
  • The new integrations adds insight cards

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
  • Make sure you are signed into Gorgias, as integration installation starts there. You can find the Gorgias integration in Aircall's Dashboard as well, but the install button will redirect you to this Help Center article.

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.

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