Gorgias

Integrate Alhena with Gorgias to enable AI-powered support with seamless handoff to your existing workflow.

Prerequisites

• A Gorgias account with admin access

• Your Gorgias domain, username, and API key

Setup

Step 1: Enable Gorgias in Alhena

1. In Alhena, go to Settings > Integrations

2. Find Gorgias and click Enable

3. Click Configure Settings

Step 2: Get Your Gorgias API Credentials

1. In Gorgias, go to Settings > REST API

2. Copy your domain, username, and API key

Step 3: Connect Gorgias

1. Paste your Gorgias domain, username, and API key into Alhena

2. Click Connect

You can now enable human transfer from the Alhena chat widget and choose a team in Gorgias where incoming tickets should be assigned.

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AI Response Options

Once Gorgias is connected, the Gorgias AI Response Options section lets you choose which channels Alhena responds on. Each is a card you enable independently:

• Alhena Chat Widget — let web chat users create Gorgias tickets.

• Emails in Gorgias — respond to Gorgias email tickets (see Email Tickets below).

• Instagram Direct Messages — respond to Instagram DMs.

• Facebook Messenger — respond to Facebook Messenger conversations.

Instagram & Facebook Messenger

To let Alhena respond to social messages routed through Gorgias, enable the Instagram Direct Messages and/or Facebook Messenger cards in the Gorgias AI Response Options section. These require your Instagram and Facebook channels to already be connected in Gorgias.

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Email Tickets

Alhena can automatically respond to email tickets in your Gorgias account. Enable the Email setting from the Gorgias settings page in Alhena.

Alhena only replies to tickets assigned to the "Alhena AI" agent. When human transfer is needed, tickets are assigned to your configured Human Transfer Group.

You can customize the signature and disclaimer added to AI email replies — click Configure on the Emails in Gorgias card. See Email AI Settings.

Setting Up an Automation Rule

To have Alhena automatically handle incoming emails, create a Gorgias rule that assigns new email tickets to the Alhena AI agent.

Step 1: Open Workflows

In Gorgias, click Workflows in the left sidebar.

Step 2: Create a rule

Under Tools > Rules, click Create rule in the upper-right corner.

Step 3: Configure the rule

Set up the rule so that every new email ticket is assigned to Alhena:

1. Rule name — enter a descriptive name, such as Assign email tickets to Alhena.

2. Rule conditions — build the following logic:

   • WHEN ticket created

   • IF ticket channel is Email

   • THEN Assign agent Alhena AI

3. Toggle Enable rule on.

4. Click Update rule (or Save) to activate it.

Once enabled, any new email ticket is assigned to the Alhena AI agent, and Alhena replies automatically. When human transfer is needed, the ticket is reassigned to your configured Human Transfer Group.

Rules trigger in the order they appear on the Rules page. If you have other rules that assign or route tickets, make sure this rule's priority works alongside them so email tickets reach Alhena.