Overview
Integrating Gorgias with Chatbase lets your AI agent escalate complex customer issues to your human support team by creating a ticket directly in Gorgias. The ticket includes a clear summary of the customer’s issue along with the relevant conversation context. Your support team receives everything it needs upfront, so customers never have to repeat themselves. The AI handles routine inquiries instantly, and when escalation is needed, Gorgias becomes the system where your human agents step in.What you can do:
Let the AI resolve routine questions on its own, and hand off to Gorgias the moment a case needs a person, with the full context already attached.
Before you start
- A Chatbase account with an agent
- Your Gorgias subdomain, account email, and API key (see Find your Gorgias API key)
How to connect Gorgias
1
Open your Chatbase agent
Log in to your Chatbase dashboard and select the agent you want to connect.
2
Connect Gorgias
Choose Integrations, then click Connect under Gorgias.
3
Enter your subdomain, email, and API key
To authorize the integration, you’ll need your Gorgias subdomain, account email, and API key. See Find your Gorgias API key below.
4
Create the Escalations action
Configure your Escalations action to route tickets to Gorgias. Follow the Escalations action guide to set it up.
Find your Gorgias API key
- Log in to your Gorgias account.
- Go to Settings → REST API.
- Create a new API key, or copy an existing one.
- Paste the API key into the Chatbase integration form, along with your account email and subdomain.
Test the integration by asking your agent to speak to a human, and confirm a ticket appears in Gorgias with the conversation summary attached.
Next steps
Escalations action
Configure when your agent escalates, which details it collects first, and which channels it can escalate from.