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Setting Up the Gorgias Integration

  • Updated

Overview

Assembled’s brand new integration with Gorgias has been architected from the ground up to enable your support organization to effectively report, forecast, and build schedules on your Gorgias support volume in Assembled.

This article will walk through how to set up the integration, and everything you’ll need to know about the integration once it’s up and running.

 

Connecting Gorgias to Assembled

At this time, the Gorgias<>Assembled integration will be completely facilitated by your Assembled Implementation Manager.

Once your Implementation Manager establishes a connection with Gorgias on your behalf, a backfill of your historical conversation data will commence immediately.

 

Verifying the Connection

Historical Backfill

Once the API connection between Gorgias and Assembled is established, the duration of the historical data backfill will vary based on the number of records in your Gorgias environment. In most cases, this process is should be completed with 24 hours.

To confirm the data your data is backfilling, you can navigate to the Support volume report, select a channel, the case volume metric, and set the date picker as far back as you’d like.

Gorgias will sync 8 weeks of historical data for agents and conversations by default, but can be configured to look back further if needed.

 

Agents

Another added benefit of the Gorgias integration is the fact that your agents will automatically sync to Assembled as well! To validate this is working, navigate to the People Management page. Here, you should start to see your agents populating in Assembled.

Please note, agents that are automatically added to Assembled will not receive welcome emails. These will need to be manually sent from Assembled.

 

Things to Consider

  • The integration does not currently sync agent states from Gorgias to Assembled.
  • All valid agents in your Gorgias environment will sync to Assembled. However, they can be set to “unstaffable” in Assembled by giving their profile an end date.

 

Frequently Asked Questions

How often is Gorgias data synced to Assembled?

  • Conversations are synced every 15 minutes
  • Agent states are synced every 15-20 seconds

 

Data Mapping Reference

This section provides a comprehensive reference for how data is mapped from Gorgias to Assembled in the integration.

Gorgias Agent → Assembled Person Field Mapping

Gorgias Field Assembled Field
id imported_id
firstname first_name
lastname last_name
email email
timezone timezone
created_datetime start_date
deactivated_datetime end_date
N/A channels

Gorgias Ticket → Assembled Conversation Field Mapping

Gorgias Field Assembled Field
id import_id
created_datetime created_at
channel channel
status + message timestamps status
first_response_datetime first_responded_at
closed_datetime solved_at
assignee_user_id assignee_import_id
tags + custom_fields_list tags

 

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Have any questions about the Gorgias integration? Drop us a line at support@assembled.com

 

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