Automation · Customer service and scheduling
Open a Gorgias ticket from WhatsApp and escalate it to the team that solves it
An AI agent answers from your Gorgias help center and, if a person is needed, opens the ticket with what the customer said and escalates it.
How do I move a complaint that arrives on WhatsApp into Gorgias without copying it by hand or losing what the customer said?
A Met connected to Gorgias first tries to solve it with your help center: it finds the shipping, exchanges or warranty article and answers with what it says. If the case needs a person, it finds the customer by email and opens a ticket with the conversation summary, logged as a customer message and without sending them anything. Then it leaves an internal note with what was already checked and escalates the ticket to the right team. When the customer asks again with their ticket number, the Met opens it and tells them how it is going. Opening, noting and escalating start switched off: the admin turns them on.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp to report a problem with an order, ask for an exchange or check on a case they already opened. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met with a helpdesk
Customer service team
This is not a named, seeded Met. It is the Met that already answers the store's support WhatsApp, with Gorgias connected. Its work ends when the case is in a ticket with its context, assigned to the right team, and the customer knows its number.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Gorgias Sell and serve
5 steps · 7 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Look for the answer in the help center
The Met lists the Gorgias help center articles and opens the one on the topic, for example exchanges or warranties. If the article solves the question, it answers with it and opens no ticket.
- 2
Find the customer by email
If a person is needed, the Met asks for the email used for the purchase and looks the customer up in Gorgias with an exact match. That links the ticket to their history.
- 3
Open the ticket with the summary
The Met opens a ticket with a clear subject and a summary of what the customer said: order, problem and what they already tried. By default it is logged as a customer message and nothing is sent to them.
- 4
Leave the internal note and escalate
The Met leaves an internal note with what it already checked in the help center and escalates the ticket to the team the skill names, with its escalated tag. The team finds it ready in Gorgias.
- 5
Tell how it is going when the customer returns
The Met gives the customer the ticket number. If they later ask with that number, the Met opens the ticket with its messages and tells them the status and the team's latest reply.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
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Gorgias with the writes switched on
In Met, open Connections → Gorgias → Connect and authorize with a user from the brand. Opening tickets, leaving notes and escalating start switched off: the admin turns them on in Connections.
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A help center and teams in Gorgias
Your store has the help center with its articles in Gorgias and the teams that receive cases. The Met's skill says which team gets each kind of case.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that handles support. The conversation happens there; Gorgias is where the team works the case.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not reply to the customer from Gorgias or close the ticket. The team's reply goes out from Gorgias through the channel your store uses there.
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It does not ask for confirmation in the chat before opening or escalating: if the action is on, it runs it. The admin decides which writes stay on.
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It does not resolve the case: it leaves the ticket ready and assigned. The warranty, exchange or refund is decided by your team.
FAQ
Questions about this automation
No. Opening a ticket, by default, logs the message as from the customer and sends nothing to anyone. What gets sent later is decided by your team in Gorgias.
The connector page includes ticket search by text, though this procedure does not use it. If nothing turns up, the Met opens a new one with the context and notes internally that there may be an earlier case.
The connector page includes them, but this procedure does not use them: applying a macro can send a message to the customer, and it starts switched off.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.