Helpdesk app · by Wassist
Gorgias for WhatsApp
Your support team, without leaving the WhatsApp chat
Your agent opens Gorgias tickets, keeps them up to date and passes on your team's replies.
Follows up proactivelyWorks with your existing Gorgias account.
- Customer: My order arrived and the mug is smashed 😩 order #1042
- Agent: I'm sorry! Could you send a photo of the damage? I'll get the team onto it straight away.
- Customer: Here you go
- The agent uses Gorgias: Open a support ticket
- Agent: Thanks, I've passed this to our support team with your photo and order number. I'll message you here as soon as they reply.
- 2 hours later: Gorgias tells the agent: Ticket replied
- Agent: Good news: Sam from our team has sent a replacement mug, arriving Thursday. No need to send the broken one back.
Handing over a damaged order
The agent opens a ticket, then passes on the team's reply when it comes.
How Gorgias works on WhatsApp
Connect Gorgias and your Wassist agent can hand the requests it can't sort out to your support team as tickets, with the conversation so far and a summary already written. Your team works the ticket in Gorgias as usual.
The agent stays in the chat the whole time: when your team replies, it passes the reply on, answers follow-up questions, and adds whatever the customer says next to the ticket. It can also look up a customer's earlier requests, so nobody has to explain twice.
More conversations Gorgias handles
- Customer: Any update on my refund? I asked last week
- The agent uses Gorgias: Search the customer's past requests
- The agent uses Gorgias: Read a support ticket
- Agent: I can see your refund request from Monday. The team approved it on Wednesday, so it should reach your card within 3-5 working days.
- Customer: It's been 5 days and nothing
- The agent uses Gorgias: Add to a support ticket
- Agent: I've let the team know it hasn't arrived yet. I'll message you here as soon as they reply.
Following up on an earlier request
The agent finds the customer's open ticket and adds to it.
Why brands add Gorgias to their WhatsApp agent
Tickets that arrive ready to work
Every ticket starts with the recent chat and a note summarising what the customer needs and what's been tried, tagged the way your team likes.
The agent stays in the conversation
Your team replies in Gorgias as usual. The agent passes the reply on in the customer's language and tone, and sends their answer back to the ticket.
No more "I already told you"
The agent can look up the customer's earlier requests and add to an open ticket instead of starting another one.
Only their own tickets
The agent only sees tickets for the customer's own WhatsApp number or store login, never internal notes, and checks every ticket belongs to them.
What your agent can do with Gorgias
You choose which of these your agent gets, agent by agent, after installing.
Add to a support ticket
Add to one of the customer's open or closed tickets: something the customer has told you since (kind customer, which also reopens a closed ticket), or a note only the support team sees (kind note). Or set include_new_chat_messages to copy across everything said in this chat since the ticket was last updated. Don't send the same thing both ways.
Close a support ticket
Close one of the customer's tickets once they've confirmed it's sorted and don't need the team any more. Only works if the store allows it; otherwise leave the ticket for the team.
Open a support ticket
Pass the customer's request to the store's support team as a Gorgias ticket, for things you can't sort out yourself (or when the customer asks for a person). The ticket starts with the last few messages of this chat, and your summary is added as an internal note for the team. Tell the customer you've passed it on, then subscribe to the ticket.replied event for the ticket so you can pass on the team's reply. If this chat already opened a ticket today that's still open, you get that one back: add to it with add_ticket_message instead.
Read a support ticket
One of the customer's tickets: its status, who's handling it, and the latest messages between the customer and the support team. Internal notes aren't shown.
Search the customer's past requests
The customer's support tickets with the store, most recent first: ticket_id, subject, status and dates, and a snippet of the last message. Use it when they mention an earlier request, to check whether something is already with the team before opening a new ticket. Only ever covers this customer's tickets.
Updates Gorgias can follow up on
When a customer asks to be kept posted, your agent watches for these and messages them when they happen. You choose which ones each agent gets.
Ticket replied
Someone on the store's support team replied to one of the customer's Gorgias tickets. Subscribe right after opening a ticket with create_ticket, so you can pass the reply on (in your own words, or as it is) and send the customer's answer back with add_ticket_message. Internal notes and your own messages never fire it. WhatsApp only lets you message the customer within 24 hours of their last message; replies that arrive after that wait until they next write.
Ticket status changed
One of the customer's Gorgias tickets was closed or reopened by the store's support team. Use it when the customer wants to know once their request has been dealt with. Closing a ticket with close_ticket doesn't fire it.
Gorgias for WhatsApp: FAQs
How is this different from Wassist's built-in Gorgias escalation?
The built-in escalation hands the whole chat to your team: the agent goes quiet and your team's replies go straight to the customer. With this app the agent stays in the chat: it opens and updates tickets itself and passes your team's replies on. Use one or the other on an agent, not both.
What does my team see in Gorgias?
A ticket for the customer's WhatsApp number, starting with the recent chat (the agent's messages are marked), plus an internal note with the agent's summary. Tickets are tagged with the tags you choose. Your team replies as usual, and the reply goes to the agent rather than straight to the customer.
What happens when my team replies?
Once the agent has subscribed to replies on a ticket (it does that when it opens one), it's told about each public reply and passes it on in the WhatsApp chat. Internal notes stay internal. Replies sent more than 24 hours after the customer's last message wait until they next write, because WhatsApp doesn't allow messages outside that window.
Can the agent see other customers' tickets?
No. It only finds tickets for the Gorgias customer with the chat's WhatsApp number (or the store login the customer made in the chat), and checks every ticket it's given belongs to them.
Can the agent close tickets?
Only if you allow it on the setup page. Then it can close a ticket once the customer confirms they're sorted, leaving a note saying why.
Put Gorgias to work on WhatsApp
Install it on your Wassist account, choose which agents get it, and it's live in your next conversation.