Gorgias WhatsApp Integration
Gorgias is the helpdesk your support and e-commerce teams already live in — ticketing, macros, order context, and revenue attribution in one inbox. InfiQ connects Gorgias to the official WhatsApp Business API so every meaningful helpdesk event becomes a timely WhatsApp message, and every customer reply flows back into Gorgias as a real ticket. Instead of a static one-way blast, you get the full loop: events in, WhatsApp out, replies synced back — running on a WhatsApp Business Account you own, with transparent ₹ pricing (ex-GST). Because InfiQ is an official Meta Business Partner, your templates, quality rating, and green-tick journey are handled properly, not bolted on.
How the data flows
Gorgias
your system
InfiQ
rules + templates
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Live syncWhat the Gorgias + WhatsApp integration actually does
The integration turns Gorgias into a two-way WhatsApp channel rather than a place where support conversations quietly stall over email. When a customer messages your WhatsApp number, InfiQ opens or updates a Gorgias ticket with the full message thread, so your agents reply from the same inbox they use for email, chat, and social. When a Gorgias event fires — a ticket status change, an agent reply, a tag applied, a satisfaction survey due — InfiQ delivers the matching WhatsApp template to the customer in real time. The result is that WhatsApp becomes a first-class Gorgias channel: agents keep their macros, SLAs, and views, while customers get answers on the app they check most.
- Inbound WhatsApp messages create or thread into Gorgias tickets automatically
- Agent replies in Gorgias are delivered back to the customer on WhatsApp
- Ticket lifecycle events (open, on-hold, resolved) can trigger proactive WhatsApp updates
- Customer and order context stays attached to the ticket for faster resolution
High-value automations for support and e-commerce teams
Most teams start with the highest-leverage flows and expand from there. Because Gorgias sits close to your store (Shopify, order data, refund status), the WhatsApp messages you send can carry genuinely useful, transactional context — not generic noise. Utility templates such as shipping updates, refund confirmations, and 'we've replied to your ticket' notifications keep customers informed without them ever opening email, while marketing templates (used with consent) can re-engage on abandoned carts or promotions. Each of these maps cleanly to a Gorgias trigger, so you configure once and let the loop run.
- Create tickets from inbound WhatsApp so nothing gets lost in a personal phone
- Notify customers on WhatsApp when a ticket is updated or resolved
- Send CSAT surveys on WhatsApp after resolution and capture the score back in Gorgias
- Trigger agent handoff — escalate a WhatsApp thread to a human with full history
- Send order, shipping, and refund status updates as WhatsApp utility templates
How setup works, end to end
You do not need to write code to get the core loop live. In the InfiQ dashboard you connect your Gorgias account and your WhatsApp Business Account, then map Gorgias events to approved WhatsApp templates using a visual mapper. Turn on only the automations you need — inbound-to-ticket, ticket-update-to-WhatsApp, CSAT, and handoff are toggles, not projects. Before going live you run an end-to-end test with a real number so you can see the ticket created, the template delivered, and the reply synced back. Teams with bespoke logic can use InfiQ webhooks and API to branch on order value, customer tier, or language — but that is optional, layered on top of the no-code base.
- 1) Connect Gorgias and your WhatsApp Business Account to InfiQ
- 2) Map Gorgias events to approved WhatsApp templates
- 3) Enable the automations you need — inbound tickets, updates, CSAT, handoff
- 4) Test end-to-end with a live number, then go live
Why InfiQ for your Gorgias WhatsApp channel
Plenty of connectors stop at a single static, one-way notification and leave replies orphaned in a separate tool. InfiQ wires the complete round trip so the customer's answer lands back in Gorgias as a ticket your team can action. Just as important, the integration runs on infrastructure you control: your own WhatsApp Business Account with full BSUID ownership, your templates, and your sender quality rating — so you are never locked into a shared number you can't take with you. Billing is honest and predictable: WhatsApp charges per delivered message by category (marketing, utility, authentication), and InfiQ shows transparent ₹ pricing, ex-GST, with the free 24-hour service window applied automatically to eligible replies.
- Full two-way loop, not a dead-end notification
- You own the WhatsApp Business Account and BSUID — portable and yours
- Official Meta Business Partner: proper template, quality, and green-tick handling
- Transparent ₹ pricing, ex-GST
Frequently asked questions
Does Gorgias sync with WhatsApp automatically?+
Do I need a developer to set this up?+
Can customer replies sync back into Gorgias?+
How is WhatsApp messaging billed?+
Whose WhatsApp Business Account is this on?+
Which Gorgias events can trigger a WhatsApp message?+
Can I send order and shipping updates from Gorgias?+
Is InfiQ an official WhatsApp partner?+
Still have questions?
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