Follow the conversation across social channels
Like a Facebook comment, send a shipping status in a private Instagram message – all from a centralized helpdesk.
A social support workflow that works for your agents
No more back-and-forth just to answer 280-character questions
Stop sharing social login credentials and sending responses to your social media manager. Gorgias integrates directly with Facebook and Instagram so your support agents can quickly reply to the questions they need to (and automate what they don’t.)
Craft personalized replies, in context
Take the guesswork out of who you’re interacting with. View a user’s message history across all channels (including non-social channels like email and chat) in one centralized view, along with data from over 65+ integrations including Shopify, Klaviyo, and Yotpo.
Built specifically for Shopify & ecommerce stores
When you connect your Shopify, BigCommerce or Magento store to Gorgias, you’ll be able to perform powerful actions right inside the helpdesk (like refunding an order) and enrich your social Macros with custom variables (like shipping date). So your agents aren’t just responding on social – they’re providing end-to-end support to resolve customer issues faster.
Simplify social support for your store
Manage Facebook comments, ad comments, messages, and mentions
We’ll create a ticket in Gorgias whenever your shoppers post on your wall, comment on one of your posts (organic and paid), or send a direct message to your inbox.
Manage Instagram messages, comments, ad comments, and mentions from posts and Stories
We’ll create a ticket when your shoppers comment on one of your posts (organic or paid), mention your Instagram handle in a post or Story, or send your brand a private message.
Control who gets assigned social tickets (and what kind)
Our automation tools can help you automatically assign certain agents to social tickets (so they don’t take up the whole queue), or you can automatically reply to or close tickets based on criteria you set.
Create Macros for common social interactions
There’s no reason your agents should have to manually type out “Thanks for the mention!” over and over. Our Macros can be used on any social channel to help speed up replies and match brand guidelines.
Reply on social or a different channel
With cross-channel message history all in one place, it’s easy to see if a shopper emails you and messages your brand on Instagram all about the same issue, so your agents can take the conversation where they need to and reply in the best format.