Gorgias is a powerful customer support platform that has a Messenger integration that works with Octane AI out of the box.
Setting up the Gorgias integration
Setting up the integration is easy - all you have to do is follow these steps for connecting Gorgias with your Facebook page.
You should also make sure Octane AI is the Primary Receiver for your Facebook page's Messenger.
You can do this by navigating to:
Facebook page Settings → Advanced Messaging → Handover Protocol
Once Octane AI is set as the Primary Receiver, the Secondary Receiver can be left blank. This will make sure both Gorgias and Octane AI run smoothly on your page.
How does it work?
When users are interacting with your Octane AI buttons and quick replies, a ticket won't be opened in Gorgias. However, once a manual response is sent by a customer, a support ticket will be opened in Gorgias.
Any smart responses you have set up in Octane AI will still be able to send while the ticket is active, so we recommend setting time limits on any Octane AI autoresponses you have set up.
Can I see interactions with my Octane AI chatbot in Gorgias?
Tickets in Gorgias will only display manual messages sent between the customer and the support rep in Gorgias.
Autoresponses, quick replies and any other messages sent by the Octane AI chatbot won't be visible in Gorgias, but can still send during a conversation.
Can I turn off smart responses while chatting in a Gorgias ticket?
Smart responses won't be disabled, but you can turn off the AI function which means your smart responses will only send in response to the exact phrases and words you set up for each response in Octane AI.
Got any further questions? Send an email to [email protected] or use the support icon to chat with our team.