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. 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.
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.

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 — create a Gorgias API user and exclude Ada handoff tickets from auto-merge.
2. Configure the handoff — add the handoff block.
3. Custom ticket fields (optional) — pass Gorgias custom field values on each handoff.
4. Additional actions (optional) — check business hours or median response time before escalating.