SMS

Support as mobile as your customers

Gorgias SMS is the easiest way to offer conversational text message support for an uninterrupted conversation with customers on the go.

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Provide quick, conversational SMS support

Talk to customers on the go

Some support channels don't translate well when customers are on the move, but their phones are constant companions. SMS will never be far away when they have a question, so they can go about their day while your agents save the day.

View order information in the same window as SMS tickets

Customers expect text support to be fast. With Gorgias, your agents will find all the information they need (like order details and conversation history) right in the helpdesk next to the ticket, so they can respond and resolve the situation quickly.

Easily send photos back and forth with customers

Need to see a picture of a damaged item in order to process a return? Or want your agents to be able to send product photos to encourage sales? Gorgias makes it easy to trade images and provide all the context needed to resolve the conversation with a happy customer.

“We created more than 100 macros to anticipate answers to 40% of our customers request."

Livne Kestin, Full Stack Engineer, Tolstoy

> Read their story

Explore Steve Madden’s Help Center. Built with Gorgias.

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The easiest way for your agents to manage SMS & MMS support

Instantly create tickets when customers text your store

SMS tickets will automatically appear in your helpdesk. This makes it easy for agents to reply quickly on this real-time communication channel and never miss an important text message.

Reply via SMS or MMS, or easily switch channels

Keep the conversation going in the text thread, or easily switch it to a phone call or email if there’s a better method for your team’s process. The full conversation (regardless of channel) will be available if you need to come back to it.

Create a new phone number or port an existing one

It’s easy to set up phone lines in Gorgias, and each number can be used for SMS, Voice, or both. If you already have a phone number, you can port it to Gorgias so you can keep the same number with no disruption for your customers.

Connect with leading SMS ecommerce marketing apps

Want to go beyond SMS support? Our integrations with Klaviyo, Attentive, Postscript, and more can help you leverage SMS to grow your store while keeping the support process efficient for your agents. Visit our App Store.

Use Macros and Rules to help agents reply to SMS even faster

Our automation tools help your agents save time and focus on the most important conversations, instead of texting shipping statuses over and over. Automatically send templated responses or even close tickets without an agent needing to manually reply at all.

See how much revenue you generate from SMS

Our reporting dashboard will show you support stats and revenue stats specifically for SMS, so you’ll know the exact impact this channel is having on your store (and can show your boss).