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What is Gorgias?

Gorgias is a customer support helpdesk built for e-commerce. Connecting Gorgias to Redo does two things: it lets Redo hand conversations off to your human support team as real Gorgias tickets, and it surfaces the customer’s Redo return history inside the Gorgias ticket your agents are already looking at. One connection powers every capability below. You connect Gorgias once, and each Redo product that can use it starts using it.

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What Does the Integration Do?

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Before You Start

Gorgias escalation is enabled per store by Redo. Ask your Redo account manager or email support@getredo.com to turn it on before you begin — the Support row won’t appear in Redo until it’s enabled. The return sidebar doesn’t need it: the Returns row is always available.
You’ll need:
  • A Gorgias admin. Authorizing the connection requires an admin on the Gorgias account.
  • A free Gorgias integration slot. Gorgias plans cap how many integrations an account can have. If you’re at the cap, Redo can’t register the webhook that syncs resolutions back — remove an unused Gorgias integration first.
  • Your Gorgias subdomain. The your-store part of your-store.gorgias.com.
  • Your Gorgias SMS number (only if you escalate SMS conversations). This is the number your agents reply from, found in Gorgias under Settings → Channels → Phone numbers.
  • The right settings permission in Redo. Connecting from the Support row needs the support settings permission. Connecting from the Returns row needs the returns and claims settings permission.

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How to Set It Up

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Return sidebar only

If you only want the return sidebar, you don’t need escalation at all.
1

Open the Gorgias integration in Redo

In Redo, go to Settings → Integrations and find Gorgias. Click Connect on the Returns row.
2

Enter your Gorgias subdomain

Type your subdomain and click Connect with Gorgias, then Continue. You’ll be sent to Gorgias to authorize Redo.
3

Authorize Redo in Gorgias

Sign in to Gorgias as an admin and approve the permissions. Gorgias returns you to Redo, and the sidebar is installed automatically.
Connecting this way does not turn on support escalation. If the sidebar ever goes blank, click Reconnect on the same row to re-install it.

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Support escalation

1

Open the Gorgias integration in Redo

In Redo, go to Settings → Integrations and find Gorgias. You’ll see a row for each product that uses the connection. Click Connect on the Support row.
2

Enter your Gorgias subdomain

Type your subdomain — just your-store, not the full URL — and click Connect with Gorgias. You’ll be sent to Gorgias to authorize Redo.
3

Authorize Redo in Gorgias

Review the permissions and approve. Redo needs permission to read and create customers and tickets — that’s what lets it open an escalation ticket on the customer’s behalf. Gorgias returns you to Redo when you’re done.
4

Add your SMS reply number

Redo asks for the Gorgias-owned number your agents reply from. Paste it in (+15551234567 format) and click Finish.You can skip this and add it later from the same screen, but SMS escalations need it to thread correctly.
5

Optional — let Gorgias take action in Redo

This is a separate, reverse-direction setup. If you want Gorgias’s own AI Agent to look up orders or update addresses in Redo, create a Redo API token under Settings → Developer and paste it into Gorgias as a Bearer token where the Redo app asks for credentials.Escalation and the return sidebar both work without this.
If “Connect with Gorgias” doesn’t grant enough permission, use the Connect with a REST API key instead link on the same screen. A Gorgias admin creates the key under Settings → REST API in Gorgias; the agent email is that admin’s login. This path carries the admin’s full permissions and is a good fallback for accounts where the app’s scopes aren’t approved.

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What Escalation Looks Like

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When a conversation escalates

A Redo conversation becomes a Gorgias ticket in two situations:
  • The AI agent hands off. It does this when a customer asks for a person, when it’s blocked from completing an action, when the customer is frustrated, or whenever it tells the customer a human will follow up.
  • A human hands off manually from the Redo support inbox.
Escalation happens in real time, at the moment of handoff. It is not a batch or a nightly export.

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What the customer sees

The customer gets the agent’s own message telling them a person will take over — something like “I’m passing this along to our team, someone will be in touch.” The exact wording is generated per conversation, so it varies naturally. On the chat widget, the message is fixed and follows your handoff setting: the “Talk with a live agent” button during business hours, an email capture form outside them, or your own custom contact instructions if you’ve set those. There is no separate “a ticket has been created” notification. From the customer’s side it reads as a handoff, not a form submission.

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What lands in Gorgias

A new ticket, open and ready to work, containing:
  • The conversation transcript, seeded as real messages with the correct customer/agent attribution and the original timestamps — so an agent can read the exchange in order rather than as one pasted blob. The most recent 20 messages are included.
  • Subject: Escalated from Redo
  • Tag: Redo Escalation
  • The matched Gorgias customer, resolved by phone or email. Because the ticket is attached to the real customer record, your usual Gorgias sidebar — Shopify order history and all — is right there.
Escalations from SMS and iMessage conversations create an SMS ticket; escalations from email and from the chat widget create an email ticket.

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Replying to the customer

Your agent replies in Gorgias, exactly as they would on any other ticket, and it goes out from your Gorgias number or email.
An escalated SMS conversation does not continue in the customer’s original text thread. Redo’s messages come from the Redo number and your agent’s replies come from your Gorgias number, so on the customer’s phone that’s a second thread. Same conversation, two lanes. The customer’s replies to the original thread stay in Redo, where a human on your team can still answer them.

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When your agent resolves the ticket

Closing the ticket in Gorgias closes the loop in Redo automatically:
  • Redo imports the Gorgias-side replies onto the original conversation, so the full history lives in one place.
  • Redo closes its own version of the ticket.
  • Recover outreach to that customer resumes.

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Finding Your Escalated Tickets in Gorgias

Every escalated ticket carries the Redo Escalation tag. That tag is the hook to build on — it’s a supported condition in Gorgias views and rules, which the ticket subject is not.
1

Create a view

In Gorgias, go to Views → Add view, and set the filter to Tag is Redo Escalation. Name it something like Redo escalations and save. Every handoff from Redo now lands in one place.
2

Route them automatically (optional)

In Settings → Rules, create a rule triggered on ticket creation with the same tag condition, and assign to whichever agent or team should own escalations.
You can also just search Escalated from Redo in Gorgias to spot-check that tickets are arriving.

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The Return Sidebar

Separately from escalation, the integration adds a sidebar widget to Gorgias showing return information for the customer on the ticket. When a ticket is created or updated, Redo loads that customer’s returns from the last 60 days and displays them alongside the ticket, with links that take the agent directly to the return in Redo. If the customer has no recent returns, the widget says so — a blank sidebar means something is wrong, not that the customer has no returns. The widget matches on the ticket’s customer email.

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How Long Does It Take?

About 5 minutes, once Redo has enabled Gorgias escalation for the store.

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Troubleshooting

Gorgias escalation is enabled per store. Ask your Redo account manager or email support@getredo.com to enable it. Also confirm your Redo user has the support settings permission. The Returns row doesn’t depend on either.
Redo connected, but couldn’t register the webhook that tells it when a ticket is resolved — usually because the Gorgias account is at its integration limit. Remove an unused integration in Gorgias, then reconnect from Redo.Until this is fixed, escalations still create tickets, but resolving them in Gorgias won’t close the Redo conversation or resume Recover outreach.
Gorgias is rejecting Redo’s credentials, so escalations and ticket sync have stopped. This usually follows a password or permission change on the Gorgias side. Disconnect and reconnect from the same screen.
Check, in order: the connection is active in Redo; the connection was made through the Support row (a Gorgias connection made only for Reclaim disputes carries read permissions and can’t create tickets); and, for SMS, that the SMS reply number is saved.
A blank sidebar — as opposed to one saying there are no recent returns — means the widget isn’t loading. Click Reconnect on the Returns row in Redo, which re-installs the widget in Gorgias. Note that the sidebar only covers the last 60 days of returns.
That prompt belongs to the optional reverse-direction setup — Gorgias’s AI Agent taking action inside Redo. It needs a Redo API token from Settings → Developer. Escalation and the return sidebar are already working without it.

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Support

For issues with the Redo integration configuration, return processing, or data synchronization, contact support@getredo.com. For issues with Gorgias access, API credentials, or warehouse operations, contact your Gorgias account manager or support team.