Enabling this integration allows TXTFi to create SMS tickets inside Gorgias. When support agents respond to the ticket in the Gorgias interface, the responses will be sent out via the same SMS number that the initial message came through, in turn allowing a seamless, side-by-side conversation with your customer, while still allowing automated ordering through SMS.

For example a Gorgias ticket (conversation) can be initiated in one of two scenarios:

1. If a customer is having difficulty while using our automated ordering bot, they will be asked or automatically connected to a live agent through Gorgias (depending on your settings).  Once the Gorgias conversation is completed, our automated bot will re-engage.

2. A customer can send an SMS to your number with one of various trigger words to open a new Gorgias conversation.

When a ticket is closed in Gorgias, our TXTFi automated bot will re-engage itself. Any future responses from the customer will create a new ticket in Gorgias.

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