The Gorgias integration brings your WAX contacts' manual replies into Gorgias. Your agents handle requests in the tool they already use, and WAX and Gorgias stay in sync throughout the exchange. If the WAX AI Agent is turned on, it replies first and escalates to your Gorgias agent when a human is needed.
Before you start: what you need to know
Gorgias rights: only people with the Admin role in Gorgias can set up the connection.
Messages sent to Gorgias: only manual replies (freely written by the customer) are sent to Gorgias. Replies through a quick reply button aren't, so your support teams can focus on the exchanges that really need them.
With the AI Agent: the AI replies to your customers first. When it can't handle a request on its own, it escalates the conversation to your Gorgias agent (see below).
Integration version: V3 has been available since February 4, 2026. If your integration was installed before that date, switch to V3 (see below).
Step 1️⃣: Connect your Gorgias account
Go to the integration page to start the connection: Settings > Integrations > Gorgias.
Step 2️⃣: Add a view dedicated to WAX messages in Gorgias
To easily find the tickets created by WAX, create a dedicated view in Gorgias.
Open the views settings
Log in to your Gorgias account.
Click Settings in the left menu.
Under Helpdesk, click Views.
Create a new view
Click Create view.
Give your view a clear, descriptive name (for example "WAX tickets").
How does the AI Agent escalate to your Gorgias agent?
If the WAX AI Agent is turned on, it replies to your customers first. When it detects a situation it can't handle on its own (ambiguous request, sensitive topic, action outside its scope), it escalates the conversation to your teams. It then shows up:
in the Action needed tab of the WAX Inbox;
in Gorgias, where your agent takes over and replies to the customer.
With V3, the replies sent by the AI also appear in Gorgias: your agent has the full context of the exchange.
Once the request is handled, close the ticket in Gorgias: the conversation is also closed in WAX and the AI Agent takes over again. You can also hand it back to the AI from WAX (Let AI agent take over button), or let it take over automatically after a set delay. See How does the AI Agent work in the Inbox?
Switch to the new Gorgias version (V3)
Why switch to V3?
The V2 integration had some limits:
When a ticket was open in Gorgias, the agent saw all previous messages appear at once, only when a new message was sent. Sync wasn't continuous.
When automations or campaigns were sent from WAX while a ticket was already open, those messages weren't sent to Gorgias, so the agent handling the ticket lost context.
When an agent closed a ticket in Gorgias, it wasn't automatically marked as done in WAX.
V3 fixes all three issues.
What changes with V3
All messages are synced automatically as soon as a ticket is opened. Agents get a complete, real-time history to handle the request.
Messages sent from WAX (automations, campaigns, AI replies) also appear in Gorgias, even if a ticket is already open.
When a ticket is closed in Gorgias, it's automatically closed in WAX too, so both tools stay perfectly consistent.
💡 In Gorgias, messages sent from WAX are authored by "Gorgias Bot". This name is set by Gorgias and can't be changed. The email address linked to these messages, however, can be changed (see Tips).
What doesn't change
If a customer writes again, the conversation is automatically marked unresolved in WAX, and a new ticket opens in Gorgias.
Your tags and views stay the same. No extra setup is needed: your tickets keep appearing in the views you already created.
How do I install V3?
In WAX, uninstall the currently active Gorgias integration from this page.
Refresh the page.
Click Connect Gorgias.
A new page opens: allow the requested access rights.
Your organization is now connected to the new Gorgias version (V3).
⚠️ Only people with the Admin role in Gorgias can set up this connection.
Tips
Create a view dedicated to WAX tickets so your agents spot them right away.
Close your tickets in Gorgias once the request is handled: the conversation is also closed in WAX, and the AI Agent (if turned on) takes over again.
Email address of WAX messages: if messages sent from WAX appear with a colleague's address, contact WAX support through the chat with the address to use (for example a generic one like support@yourbrand.com). Our team will change it for you.
RCS and SMS: RCS replies show up in Gorgias like WhatsApp replies, in the same conversation. SMS replies are only visible in the WAX Inbox. See RCS / SMS and helpdesk: how does it work?