Gorgias

The Gro integration for Gorgias adds a Gro card to the sidebar of every ticket. Your support team can see a customer’s subscriptions, what is in their next order, what it will charge and whether an order is on its way, without leaving Gorgias.

Use it to answer questions like “when is my next delivery?”, “how much will I be charged?” or “where is my order?” in one reply, and to share a customer’s referral link in a couple of clicks.

What your team sees

Gro matches the ticket to a customer by email address and shows:

• The customer: name, email, referral code and referral link
• Every subscription, live ones first, titled with the subscription number and status, for example #2337D04F • Active
• For each subscription: who it is for (the pets, children or people linked to it), the next charge amount and date, the next delivery date and time slot (if you use delivery dates), how often it renews, and the products
• Orders on the way: any order being packed or out for delivery
• Pets, children or other profiles linked to the subscription, with their details
• View customer in Gro and View subscription in Gro: buttons that open the customer or subscription in Gro, where you can skip, reschedule, pause or make any other change

The card is read only. Gro never changes, reads or stores your tickets or messages.

Before you start

• A Gro account with the Gro Subscriptions app installed on your Shopify store.
• Gorgias admin access, so you can install apps.
• The same customer emails in both. Gro finds the customer using the email on the ticket, so it has to match the email the customer uses in your Shopify store.
• Gro logins for your agents if they will use the View in Gro buttons. Invite them from Settings > Team in Gro.

Install from the Gorgias app store

1. In Gorgias, open the app store and search for Gro.
2. Click Connect app. A Gro page opens.
3. Sign in to Gro. You land on Settings > Integrations > Gorgias with your Gorgias domain already filled in.
4. If you look after more than one store in Gro, check this is the store you want to connect. If not, switch store, open Settings > Integrations > Gorgias and enter your Gorgias domain. Then click Connect with Gorgias.
5. Gorgias asks you to approve Gro. Click to allow access.
6. You are taken back to Gro and see Gorgias connected.
7. Open a ticket in Gorgias from a customer who has a subscription. The Gro card shows in the ticket sidebar.

Install from Gro

You can also start from Gro:

1. In Gro, go to Settings > Integrations and click Install next to Gorgias.
2. Enter your Gorgias domain. For mystore.gorgias.com, enter mystore.
3. Click Connect with Gorgias, approve Gro in Gorgias, and you are brought back to Gro.

Connect with an API key instead

If you would rather not use the app, click Use an API key instead on the same page. In Gorgias, go to Settings and open REST API to find your domain, username (an email) and API key, then paste them into Gro and click Connect.

Check it is working

1. In Gro, Settings > Integrations > Gorgias shows Connected with your Gorgias domain.
2. In Gorgias, open a ticket from a customer you know has a subscription. The Gro card appears in the sidebar.
3. Expand a subscription and click View subscription in Gro. It opens that subscription in Gro.

The card refreshes whenever the ticket is created, updated or gets a new message.

Troubleshooting

The Gro card does not appear Refresh the Gorgias page. Then check that Settings > Integrations > Gorgias in Gro says Connected. If it does and the card is still missing, click Disconnect and connect again.

The card is there but shows no customer or subscriptions The email on the ticket does not match a customer in Gro. This often happens when someone writes in from a different address, such as a work email. Look the customer up in Gro by name or order number instead.

“Gorgias didn’t confirm the connection” The approval in Gorgias was cancelled, or took longer than 10 minutes. Start again from Settings > Integrations > Gorgias and approve straight away.

“Gro was approved, but couldn’t add its widget to Gorgias” Make sure the Gorgias user approving Gro is an admin, then try again. If it keeps happening, contact us.

“Gorgias did not accept these details” (API key) Check the domain is only the first part of your Gorgias address (mystore, not mystore.gorgias.com), the username is the email shown on the REST API page, and the API key was copied in full.

View in Gro asks me to sign in, or opens the wrong store The agent needs a Gro login for this store. Invite them from Settings > Team in Gro.

The details look out of date The card updates when the ticket changes. Refresh the page or wait for the next reply.

I connected the wrong Gro store In that store, go to Settings > Integrations > Gorgias and click Disconnect. Then switch to the right store in Gro and connect again.

Disconnect

In Gro, go to Settings > Integrations > Gorgias and click Disconnect. Gro removes its card from your Gorgias sidebar and cancels its access to your Gorgias account straight away.

Need help?

Email support@usegro.co and include your Gorgias domain and a ticket where the card is not showing as expected.