Word is out! You can now integrate with Gorgias and keep all customer interactions in single conversation.

When our Experts are unable to handle an inquiry (such as refund requests), the conversation will be sent to Gorgias so your Customer Support team can temporarily take over, instead of having your customers contact via other channels.

The benefit for your shoppers is that they will not notice the seamless transition between Cartloop and your Customer Support team, so they always have a single point of interaction: the Cartloop SMS conversation.

How to integrate in 5 steps

  1. Go to the Cartloop Integrations page

  2. Click connect the Gorgias integration (next, let's copy some info from Gorgias)

  3. In your Gorgias account go to settings → REST API

4. Copy the following: Base API URL, Username, Password (API Key)

5. Paste each of them into Cartloop and hit "Save & Enable Integration".

You're all set! ✨ You're now creating seamless conversations between Live Experts and your internal Customer Support team.


The benefits of the Gorgias integration

Let's look at two examples, to see the how it can help you.

Without Gorgias integration

  1. A customer asks Cartloop Expert for a refund.

  2. Cartloop Expert doesn't have the ability to issue refunds, so they tell the customer to reach out to support@yourbrand.com for a refund.

  3. The customer sends an email and goes through the whole process of explaining his issue to your Customer Support team again.

With Gorgias integration

  1. A customer asks Cartloop Expert for a refund.

  2. Cartloop Expert doesn't have the ability to issue refunds, so they send the conversation to Gorgias.

  3. A new ticket is created in Gorgias showing the entire conversation that took place between the customer and the Cartloop Expert.

  4. Your Customer Support team takes over the same SMS conversation and issue a refund from Gorgias.

  5. The customer is happy because everything happened in a single SMS conversation, instead of going through other channels. ✨

Q&A

  • Can I send MMS (media) to customers via Gorgias? Not at this time.

  • When do Cartloop Experts take over the conversation again? Once your Customer Support team closes the ticket in Gorgias, new text messages will be handled by our Experts.

  • Do our Customer Support team need any special training? Not at all. All Cartloop conversations will appear in Gorgias like a regular ticket. They should just be aware of the fact that ticket originating from Cartloop may show up in their views.

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