Support integration guide
Gorgias + UbiGrowth workflows
Gorgias is a support platform built for commerce, where tickets are enriched with order and customer data. This guide covers the records that matter, how the connection should be scoped, and what the first bounded workflow should be.
Introduction
Make Gorgias part of the workflow, not another silo.
Validate connector availability for your workspace
This guide covers how a team designs a support workflow around Gorgias with UbiGrowth: which records stay authoritative, how the connection should be scoped, what the first bounded workflow should be, and how to tell whether it worked.
The records that matter are Ticket, Customer, Message, Integration, Macro, Rule, and Order. Gorgias joins support tickets to commerce orders through the connected store, so customer identity depends on that store connection rather than on the ticket. A guest checkout produces a ticket with no order history.
Gorgias is not currently on UbiVibe's verified connector list. This page is an implementation design reference: use it to specify the workflow, then validate whether the connection is available and correctly scoped for your workspace before you make it a dependency. The verified UbiVibe connections today are Salesforce, HubSpot, Gmail, Google Drive, Slack, and GitHub.
Grow is the usual destination for this connection, because the value shows up as outreach, reply handling, scheduling, and pipeline execution against the connected records.
Why teams evaluate this connection
Integrations create value when they remove operating friction.
The first design decision is not which API endpoint to call; it is which system owns the record, what event should trigger work, who owns the exception path, and what successful completion means.
Support integrations are usually justified with deflection metrics, which is the wrong starting point. The expensive part of a ticket is not the reply; it is the time an agent spends assembling context from Gorgias, the CRM, the product, and the issue tracker before they can write anything useful.
The second cost is escalation. A ticket handed to another team without account context, history, and reproduction detail comes back as a question, and the customer waits through a round trip that added nothing.
You're likely here because
- Agents assemble customer context from several systems before replying
- Escalations arrive at other teams missing the detail they need
- Support tooling improvements never clear the engineering backlog
Record model
What a Gorgias integration actually reads and writes.
Integration design starts from the objects the system really exposes, not from a generic connector diagram. These are Gorgias's.
Identity and matching
Gorgias joins support tickets to commerce orders through the connected store, so customer identity depends on that store connection rather than on the ticket. A guest checkout produces a ticket with no order history.
Start here
Read Tickets about orders in a problem state and stage the resolution with the fulfilment status already attached.
What this will not do
It will not fix fulfilment. Support sees the consequence; the operational fix is in the commerce and shipping systems.
The constraint to plan around
The order context is fetched live from the store, so store API limits and outages degrade Gorgias tickets rather than surfacing as store errors.
Build notes
What you actually have to reason about in Gorgias.
The fields that carry meaning, how the connection authenticates, and whether the event surface can be trusted. This is the part that decides whether the integration works in month three.
| Field | Why it matters |
|---|---|
| integration / order context | fetched live from the connected store, so store outages degrade tickets |
| customer id | depends on the store connection; guest checkouts produce tickets with no history |
| ticket channel | email, chat, social, each with different response expectations |
| tags[] | the routing and reporting dimension |
| updated_datetime | the sync cursor |
Authentication
API key with Basic auth against an account subdomain. Access is account-wide, and the store connection behind it determines what commerce context is available.
Events and delivery
Webhooks cover ticket and message events. Because order context is fetched live rather than stored, an event may carry less than the UI shows.
Workflow
How the Gorgias workflow runs.
The operating sequence, from reading the source system through to the result landing back where it belongs.
Step 01
Pick up the ticket with context
The account, purchase, and prior-conversation context for a Gorgias ticket is assembled before the agent starts writing.
Step 02
Triage against real priority
Tickets are grouped by issue type, account context, and age so the queue reflects what matters rather than arrival order.
Step 03
Draft with the human in the loop
A response is drafted from the assembled context and reviewed by the agent, who remains responsible for what the customer receives.
Step 04
Escalate with the history attached
Escalations carry account context, history, and reproduction detail into the receiving system, removing the clarification round trip.
Design decisions
The support decisions this connection forces.
Each of these has to be settled before the Gorgias workflow is allowed to write anything.
Step 01
Define the escalation contract
Decide what an escalation leaving Gorgias must include — account context, history, reproduction detail — so the receiving team does not have to ask.
Step 02
Keep the customer-facing boundary explicit
Context assembly, triage, and drafting can be automated well before automated replies are appropriate. Treat those as separate decisions.
Implementation path
How to implement the Gorgias workflow.
- 01
Pick one high-volume issue type and map exactly which context an agent needs to resolve it.
- 02
Connect Gorgias and the systems holding that context, at scopes limited to support use.
- 03
Build a triage or context surface in Launch and test it against recent real tickets rather than samples.
- 04
After order-problem routing works, add root-cause grouping so recurring fulfilment failures reach operations rather than being handled one ticket at a time.
Governance
Controls that matter.
Control 01
Customer-facing replies stay under human review; the workflow assembles and drafts rather than autonomously answering.
Control 02
Access exposes the customer context the workflow needs, not the whole account surface.
Control 03
Billing, refund, and account-change actions require explicit human authorization.
Failure modes
How a Gorgias integration breaks in production.
Not generic integration advice. These follow from how this system actually behaves, which is why they look nothing like the list on the next guide over.
Symptom 01
Tickets show no order context.
Cause
The store connection is down, or the customer checked out as a guest.
Fix
Distinguish the two cases in the interface, because one is an outage and the other is normal.
Symptom 02
A reply is posted publicly on social media.
Cause
The ticket channel was social and the reply defaulted to public.
Fix
Branch reply behaviour on channel, and require explicit confirmation for public channels.
Symptom 03
Ticket load spikes and context fetches slow everything.
Cause
Order context is fetched live from the store per ticket.
Fix
Cache order context briefly, and degrade to no-context rather than blocking.
What changes at scale
Ticket volume scales with order volume, and each ticket triggers store lookups. Store API limits become the constraint before Gorgias's own do.
Examples
What a working Gorgias workflow looks like.
Bounded scenarios rather than a feature list. Each one can be verified against work the team already does.
Commerce support
With Gorgias connected, the account, purchase, and prior-conversation context relevant to a ticket is assembled before the agent starts, instead of across five open tabs.
Triage surface
A Launch-built queue view groups Gorgias tickets by issue type, account value, and age — the view the team actually needs, without waiting for engineering capacity.
Limitations and considerations
What to validate before you depend on this.
- The order context is fetched live from the store, so store API limits and outages degrade Gorgias tickets rather than surfacing as store errors.
- Replying reaches the customer on whichever channel the ticket arrived on, including public social channels. A misrouted reply can be publicly visible.
- When fulfilment is the underlying problem. Support sees the consequence, and the operational fix is in the commerce and shipping systems.
- This is not an autonomous customer-facing agent. Replies should stay under human review, particularly where the account or issue carries real consequences.
- Context quality depends on the systems behind Gorgias. A stale CRM record produces a confident and wrong summary.
FAQ
Gorgias integration questions.
What records does a Gorgias integration actually work with?
The primary records are Ticket, Customer, Message, Integration, Macro, Rule, and Order. Gorgias joins support tickets to commerce orders through the connected store, so customer identity depends on that store connection rather than on the ticket. A guest checkout produces a ticket with no order history.
What should the first Gorgias workflow be?
Read Tickets about orders in a problem state and stage the resolution with the fulfilment status already attached.
What will a Gorgias integration not do?
It will not fix fulfilment. Support sees the consequence; the operational fix is in the commerce and shipping systems.
What is the main constraint to plan around?
The order context is fetched live from the store, so store API limits and outages degrade Gorgias tickets rather than surfacing as store errors.
What changes about a Gorgias integration at scale?
Ticket volume scales with order volume, and each ticket triggers store lookups. Store API limits become the constraint before Gorgias's own do.
How does authentication work for Gorgias?
API key with Basic auth against an account subdomain. Access is account-wide, and the store connection behind it determines what commerce context is available.
Does Gorgias support webhooks, and can they be trusted?
Webhooks cover ticket and message events. Because order context is fetched live rather than stored, an event may carry less than the UI shows.
What is the risk of writing to Gorgias?
Replying reaches the customer on whichever channel the ticket arrived on, including public social channels. A misrouted reply can be publicly visible.
When is connecting Gorgias the wrong call?
When fulfilment is the underlying problem. Support sees the consequence, and the operational fix is in the commerce and shipping systems.
What should a Gorgias integration automate first?
Start with one bounded workflow that removes a measurable handoff, duplicate-entry step, reporting delay, or follow-up gap. Expand only after the first workflow is reliable.
Does UbiGrowth require Gorgias to be replaced?
No. The operating model is designed around connecting to systems that should remain authoritative and building workflows around them rather than forcing a wholesale replacement.
Is connector availability identical for every workspace?
No. Availability can depend on provider configuration, authentication, scopes, workspace setup, and deployment state. Validate the required connection before treating it as an operational dependency.
Does this replace Gorgias?
No. Gorgias stays the system of record for conversations. The workflow layer sits around it for context assembly, triage, and connected escalation.
Will it reply to customers automatically?
Not by default, and not until the workflow has been proven. Context assembly and drafting are separate decisions from automated sending.
How do escalations improve?
The escalation carries its trigger, account context, and history into the receiving system, which removes the clarification round trip that usually costs the customer another day.
How this access is governed
What ARIA is allowed to do in Gorgias, and who decides.
Connecting Gorgias is a permission decision, not just a setup step. These are the controls that decide what ARIA can reach, what it can change, what gets recorded, and how you take the access back.
Required permissions
ARIA works through the scopes the connection was granted, and no others. Authorization happens at the provider, so the permissions being requested are shown by the system itself before anything is connected.
What it can reach
Reachable systems are the intersection of what your organization approved in the connector registry and what the requesting identity is permitted to use. Identity resolves before execution, not after.
What it can do
Actions run through explicit execution paths with state, spend, and failure boundaries — a bounded worker path rather than an open-ended agent loop with a credential.
Credential handling
Credentials live in the governed connection layer and are resolved through canonical connection identity. They are not pasted into individual workflows, prompts, or generated artifacts.
Action logging
Execution carries state and traces: what triggered the work, which connection it used, and what came back — including an explicit failure when something did not run.
Approval and revocation
Consequential actions can be made to require a person to approve them. Access can be changed or revoked at the connection, and ARIA loses that reach without unpicking the work already completed.
Start with ARIA
Ask ARIA to run this integration.
Describe the outcome you need across this system. ARIA works out the scopes, data, and actions the job requires, and operates inside the access you grant — which you can change or revoke.
- ARIA acts only through the systems and permissions you connect.
- Connections use scoped credentials you can change or revoke.
- Actions are recorded, and consequential ones can require approval.
Start here
Turn the integration into a working business outcome.
Start with ARIA to describe the outcome, then continue into the product path that fits the workflow. Connector availability and required scopes should be validated for the specific workspace before production use.