Set Up the Gladly AI + Gorgias Integration

Gladly AI integrates with Gorgias to automate customer support Conversations. This guide walks you through the steps required to connect your Gorgias instance to Gladly and configure the settings needed for Gladly to perform reliably.

Gorgias requires any paid plan (Starter or above) to enable this integration. API access is included on every plan.

Before You Begin

How the handoff process works

When a customer contacts your business, Gladly AI handles the initial Conversation. If AI fully resolves the request, no Gorgias ticket is created. If the AI determines human assistance is needed, it:

• Sends a configurable handoff message to the Customer.

• Creates a Gorgias ticket containing a formatted Conversation transcript (public message) and an AI-generated summary (internal note) — both in a single step.

• Your Gorgias team picks up the Conversation from there.

Only Conversations that genuinely need human attention generate Gorgias tickets.

Supported Channels

Chat and Email Conversations are supported. In scenarios where AI hands the Converstaion off, a Gorgias ticket is created and the Customer receives follow-up via email.

SMS and Voice Channel support is not currently available, but planned for a future release.

What Customers experience

When Gladly determines a Conversation needs human assistance, the Customer will be sent configurable handoff message. This message can be set up within within your Guide's When to get more help settings.

Example handoff message:

Example handoff message

"Thanks for chatting with us! I've passed your conversation to one of our team members who will follow up via email shortly."

After handoff, if you've configured an auto-reply Rule in Gorgias (see Part 3), the Customer receives an email confirmation. When a Gorgias team member replies, the Customer receives the response via the ticket's channel and can reply to continue the Conversation in Gorgias.

What Gorgias team members see

When a handoff ticket is created, team members see:

• First message — A formatted Conversation transcript showing the full interaction between the Customer and Gladly AI. This is a public email message with Customer messages and AI responses clearly labeled. Structured content (such as product recommendations or order lookups) is preserved.

• Second message — An AI-generated summary visible only to team members (internal note). This includes a concise overview of the Conversation, key topics and Customer intent, and a link back to the original conversation in Gladly.

• Ticket metadata includes tags from the Gladly Conversation topics (spaces are replaced with underscores) and any configured priority or team assignment.

Customer matching

This integration links Gladly Customers to Gorgias customer profiles automatically. For Customers with an email address (the most common case), Gorgias matches the Customer by email when the ticket is created.

• If the Customer already has a Gorgias profile (e.g., from a previous Shopify order), the ticket is linked to that existing profile along with all their order history and prior tickets.

• If the Customer is new to Gorgias, a profile is created automatically.

Part 1: Gather your Gorgias credentials

You'll need the following from your Gorgias account before starting setup.

Requirements

Create a dedicated integration user (recommended)

We recommend creating a dedicated Gorgias user (e.g., gladly-integration@your-company.com) with the Admin role. This provides:

• A clear audit trail

• Survives employee turnover

• Makes it obvious in the Gorgias UI which notes came from the integration versus from team members

Consider user costs based on Gorgias plan

On the Basic plan and above, there is no additional cost for this user since Gorgias charges per ticket, not per seat. On the Starter plan, this user counts toward the 3-seat limit.

API keys do not expire – they remain valid until the user is deactivated or the key is manually revoked

If the integration user is deactivated, the integration will stop working and a new API key must be generated by another Admin user.

Part 2: Connect Gorgias to Gladly

This portion of the integration is configured by Gladly. Contact Gladly Support to set this up for your organization.

What happens during setup

1. Provide the required credentials (Gorgias subdomain, API key, and support email address) to the Gladly Support team.

2. Gladly configures the App Platform integration with your credentials.

3. Gladly tests the connection by creating a verification ticket in your Gorgias account.

4. Gladly configures the handoff to Agent workflow with your preferences (subject, priority, team routing, tags).

5. You configure the handoff message within your Guides — this is the message customers see when the AI hands off to your team. Set this up within the When to get more help tile.

Optional configurations

Discuss the following with Gladly during setup:

Part 3: Configure a Gorgias Auto-Reply Rule

Gorgias does not automatically email Customers when a ticket is created via API. You must create a Rule to send a confirmation.

Step 1: Create the Rule

In your Gorgias admin panel, go to Rules and create a new Rule.

Step 2: Set the Reply message

Enter your preferred confirmation message. For example:

"Thank you for reaching out! We've received your request and a team member will follow up shortly."

This auto-reply makes the ticket billable in Gorgias

This is a trade-off–automatic confirmation provides a better Customer experience but counts as one billable ticket per handoff. Review how this integration impacts your Gorgias billing for more details.

Part 4: Set up a recommended Gorgias View

Create a Gorgias View filtered to show tickets tagged gladly-ai. This gives your team members a dedicated queue for AI-escalated Conversations, making it easy to prioritize handoff tickets alongside their regular workflow.

How this integration affects Gorgias billing

Gorgias charges based on ticket volume, not team member seats. Each plan includes a set number of billable tickets per month, with overage fees when you exceed that limit. A ticket becomes billable when at least one message is sent from your Gorgias helpdesk — whether from a human team member, a Rule auto-reply, or Gorgias AI Agent.

If you subscribe to Gorgias AI Agent, each AI-resolved conversation incurs an additional automation fee ($0.90–$1.00 per resolution), and that resolution also counts as a billable ticket.

How Gladly reduces your Gorgias costs

Gladly AI resolves Customer Conversations before they ever reach Gorgias. A Conversation resolved by Gladly does not create a Gorgias ticket — it never enters your Gorgias system and never affects your bill. Only Conversations that genuinely need human assistance are handed off.

This has two cost-reduction effects:

• Lower ticket volume — Gladly handles Conversations that would otherwise become Gorgias tickets. Depending on your resolution rate, this could allow you to stay on a lower Gorgias subscription tier or reduce overage fees during peak periods.

• Reduced AI Agent fees — If you currently use Gorgias AI Agent, Gladly can replace that functionality. Each Conversation Gladly resolves instead of Gorgias AI Agent saves both the per-resolution automation fee and the billable ticket charge.

When Does a Handoff Ticket Become Billable?

A handoff ticket only becomes billable when a Gorgias team member or Rule responds to it. The ticket creation itself does not incur a charge. If you configure an auto-reply Rule (recommended), that auto-reply counts as one billable ticket.

Other considerations

Gorgias Rate Limits

Gorgias enforces rate limits shared across all integrations on your account. The integration uses 1 API call per handoff, which is well within normal limits.

If you have many other active integrations (Shopify, Klaviyo, etc.) that make frequent API calls, the shared rate limit pool may become tighter during high-volume periods. Contact Gladly Support if you anticipate high-volume handoff scenarios.

Error handling

When a handoff fails, an error notification email is automatically sent to the configured email address with a link to the Gladly Conversation and troubleshooting details. The Customer's Conversation is preserved in Gladly for manual follow-up.

Troubleshooting

Customer Not Receiving Email After Handoff

1. Verify the Customer's email address is correct in Gladly.

2. Check that your Gorgias auto-reply Rule is active.

3. Check the Customer's spam folder for messages from your Gorgias support address.

4. Verify the ticket was created in Gorgias by searching for the Customer's email.

Team member not seeing the ticket

1. Verify the integration is active by checking the App Action run logs in Gladly Gladly → Settings → App Developer Tools.

2. Confirm the Gorgias API key has not been revoked and the associated user has not been deactivated.

3. Check whether the ticket may have been auto-closed or filtered by a Gorgias Rule.

FAQs