This page provides you with information for the Gorgias add-on once you have completed the initial setup steps, configure the add-on's interface. Use the self-service widget configuration in Emarsys > Add-ons > Gorgias to set up the widgets for your agents to see in Gorgias sidebar.
Configuration interface
The interface has 3 major components:
Choosing and identifying an account
Select the Gorgias instance and the Emarsys account for pairing and to configure.
It is only relevant if you have multiple Gorgias instances paired to multiple Emarsys accounts. Each configuration pairing has its own color assigned to it for easier visual identification.
Generic settings
Each configuration pairing has its own color assigned to it for easier visual identification.
In case you do have multiple Gorgias Add-on or SAP Emarsys accounts linked, you can assign distinctive color scheme for each, to make configuration easier.
Configuring the info widgets
In the main window configure the content of each widget for the selected account pairing.
A live preview is displayed on the right side of the screen. If no contact is selected in the configuration screen there is no actual contact data shown.
Select the various widget types using the menu on the left side of the panel.
Contact fields tab
In this tab you can select the Emarsys contact database fields to display in the Contact Field info widget.
This widget can access any SAP Emarsys contact database field available in the selected Emarsys account to view or edit its content.
The configuration interface offers 2 panes to make this selection:
-
Right panel - Gorgias Account Settings: Select and name the Emarsys fields that are the same (eg. First Name, Last Name, Email) across all connected accounts. The name you enter here will be displayed in the sidebar widget.
It is only relevant if you have multiple Emarsys accounts connected to your Gorgias instance. -
Left panel - Emarsys Account Settings: Select and name the Emarsys fields that are specific to the currently selected Emarsys account (e.g.: you might have a different
Membership IDfor the same contact in your different stores).
The name you enter here will be displayed in the sidebar widget.
On the right side, you can see a live preview of the widget with the field editing function buttons displayed on top.
The selections made in the right-hand pane will be automatically copied over to other Gorgias <> Emarsys account pairings.
The field selection is straightforward:
- Pick the Emarsys field you wish to display in Gorgias.
- Add a title that will be displayed in Gorgias.
- Click the + Add field button
- Adjust field sorting in the widget by dragging the contact fields up or down the list.
- Clicking the Lock or Pen icon sets the Read-only or Write status of the field.
Be very careful with this option, as it allows Support Agents to directly overwrite the content of this field in SAP Emarsys for the given contact. - Remove no longer needed items by clicking the trashcan icon.
Contact attributes tab
Contact attributes feature is only available to customers also using the Smart Insights.
Smart Insight is a paid feature. If you are interested in adding this to your Emarsys account, please contact your Client Success Manager.
You can see information generated by the Smart Insights, based on the purchase history of contacts. The content of this widget is not configurable, you can only enable or disable it.
Email history tab
This widget displays the email send history available in Emarsys (7-30 days) for the matched contact.
The content of this widget is non-configurable. You can only enable or disable it.
Predict tab: Browsing history and Product recommendations
This tab allows you to display information from the most recent browsing session captured in Emarsys (might have 1-2 hour delay compared to real-time), complemented with Product recommendations relating to this most recent browsing session (products that might be interesting).
Enabling the Predict feature
- Merchant ID: To enable these features, you must look up your Merchant ID in Emarsys > Management > Data Sources, and enter it here.
- Contact Identification: Select the Contact Identification method used.
-
External ID: In case of an
external_idis used, you need to select the Emarsys contact database field where thisexternal_idis stored.
Once this is done, the widgets are activated.
Trigger events tab: Triggering Emarsys Automations
In this tab select and name existing Emarsys External Events to be displayed in the widget. The widget allows Support Agents to trigger these events for the specific user, directly from the Gorgias interface.
Live preview
On the right side, you can see the live preview of the widget configured for the selected account pairing.
Saving the configuration
When you are ready with the configuration, click Save in the top-right corner. This will apply the configuration changes in your live Gorgias instance.
Troubleshooting
Widgets do not appear in Gorgias sidebar, instead an error message is displayed
Two calls per second is the limit on daily API requests in Gorgias side. It is very probable you hit this limit. Try again, and if the problem persists, contact Gorgias Support to check your API rate limits. If there is no issue on Gorgias side and error message still persists, contact Emarsys support. Probably, the Gorgias add-on is down.