Gorgias is a custom add-on. If you are interested in using it, contact your Client Success Manager for eligibility and pricing information.
Important: By using this feature, you will potentially share personal data of your contacts with a third party. Please note that the way you handle personal data is your sole responsibility for which SAP Emarsys Customer Engagement cannot be held liable. By proceeding, you confirm that you are aware of the potential consequences.
The Gorgias add-on for SAP Emarsys allows you to augment your support service delivered through the Gorgias platform with contact information processed in SAP Emarsys (including email history, browsing history, and spend history). When you receive a support ticket in Gorgias, the user who submitted the support ticket or called, is matched against the SAP Emarsys contact database. All information relating to the matched contact is loaded in the Gorgias sidebar.
The Gorgias add-on also allows triggering specific Emarsys automations for the matched contact straight from the Gorgias interface, and allows not only displaying, but editing these contact database fields.
Benefits and use cases
The following examples show some basic uses cases and the benefits of using the Gorgias add-on:
- Real-time access to communication, browsing and purchase history allows support agents to identify the context of incoming support requests.
- The ability to update contact information from the Gorgias instance allows you to maintain the health of your contact database without extra processes and effort.
- The ability to trigger SAP Emarsys automations straight from Gorgias is a great way for support representatives to perform common tasks, such as password resets, coupon sends.
- All of the Gorgias functionality is made available in a series of widgets conveniently nested within the Gorgias sidebar.
Setting up the Gorgias add-on
Prerequisite
To enable the Gorgias add-on, provide the following information with your request:
- Names of Emarsys accounts to connect.
- Names of the Gorgias instances to connect.
- Set the Emarsys contact database field used for matching contacts between Gorgias and Emarsys. For example, email address, phone number, some external ID stored in a custom database field such as Membership ID.
If this identifier is not yet present in the contact database, you need to import it and set up a regular update process. - The average number of tickets created in Gorgias per day.
It is important to share with SAP Emarsys the average number of tickets created in Gorgias on a daily basis, as Gorgias applies a default API rate limit of 2 requests per second, which might be too low. If SAP Emarsys judges that your normal business may require a higher API rate limit, SAP Emarsys will ask you to turn to Gorgias support to increase your API rate.
Initial setup
1. SAP Emarsys sets up the Gorgias Add-on using the information provided.
2. Your Success Manager sends you a unique link from SAP Emarsys.
3. With the unique link you can authorise SAP Emarsys to connect to and exchange information with your Gorgias instances.
4. As part of this process, you will be required to log in to Gorgias with a user that has all necessary permissions to authorize these SAP Emarsys functions.
5. Once this setup step is complete, use the self-service widget configuration interface in Emarsys > Add-ons > Gorgias.
6. Set up the widgets for your Support Agents to see in the Gorgias sidebar.
What to do next?
When you are ready, proceed to Configuring the Gorgias interface.