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# Gorgias handoff

Ada's Gorgias integration allows an AI Agent conversation to be escalated to a human agent in Gorgias. When a conversation escalates, the connector creates a ticket in Gorgias and bidirectionally relays messages and attachments between the end user (via Ada) and the human agent (via the Gorgias agent console).

## Limitations

The following constraints stem from the Gorgias platform or from how the integration works:

1. Tickets created through a handoff appear as **email-style tickets** in Gorgias rather than live chat conversations. This is a limitation of the Gorgias ticket-creation API.
2. The end user cannot resume chatting with the AI Agent until an agent marks the conversation as **Done** in Gorgias.
3. Gorgias enforces [API rate limits](https://developers.gorgias.com/reference/limitations). High burst traffic can delay message relay and ticket creation. A rate limit increase can be requested from Gorgias support if needed.
4. Without a Gorgias Rule excluding the `ada_handoff` tag, Gorgias may merge Ada-created tickets with existing open email tickets for the same end user, which breaks message delivery. See [Initial configuration](/docs/handoffs/gorgias/initial-configuration).
5. If a Gorgias customer record already exists with the same email, the integration does not update its first or last name. See the note on [handoff input fields](/docs/handoffs/gorgias/configure-the-handoff#handoff-input-fields).

## Capabilities

The integration supports the following:

* Text messages from the end user to the agent (and vice versa)
* Attachments from the end user to the agent (and vice versa)
* Routing to a Gorgias team via a single field on the handoff block
* Custom Gorgias ticket fields, tags, ticket subject, and language
* Optional ticket lifecycle control — close the ticket when the handoff ends, or leave it open for follow-up

## Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the Gorgias integration, complete the steps in this order:

1. [Initial configuration](/docs/handoffs/gorgias/initial-configuration) — create a Gorgias API user and exclude Ada handoff tickets from auto-merge.
2. [Configure the handoff](/docs/handoffs/gorgias/configure-the-handoff) — add the handoff block.
3. [Custom ticket fields](/docs/handoffs/gorgias/custom-ticket-fields) *(optional)* — pass Gorgias custom field values on each handoff.
4. [Additional actions](/docs/handoffs/gorgias/additional-actions) *(optional)* — check business hours or median response time before escalating.

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Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).