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How to integrate Ringover with Gorgias

  • Updated

The Ringover integration with Gorgias allows you to unify your phone system with your customer support platform. By connecting both tools, you can manage calls, sync contacts, and track call logs directly within Gorgias tickets. In this guide, you’ll learn how to activate and configure the Ringover integration in Gorgias.

Prerequisites

  • An active Ringover Business account.
  • Administrator access to your Ringover account.
  • Administrator access to your Gorgias account.

Integrate Ringover with Gorgias

1. Activate the Gorgias integration in Ringover

Connect your Gorgias account to Ringover to establish the link between both platforms.

  1. Log in to your Ringover Dashboard.
  2. Go to Dashboard > Integrations > Gorgias.
  3. Enter your Gorgias URL.
  4. Click Activate.
  5. Authenticate using your Gorgias login details.

2. Configure your integration settings

Customize the behavior of the integration based on your requirements through the settings.

  1. Call types: Define and manage categories for inbound, outbound, or missed calls.
  2. Include recordings in call logs: Select which audio recordings (e.g., "All files") are attached to call logs.
  3. Restrict access to recordings: Toggle switch to limit user permission to access call recordings.
  4. Phone numbers: View and manage connected phone lines or select specific numbers.
  5. SMS messaging numbers: Select and manage phone numbers designated for SMS messaging.
  6. Link users with an account: Map Gorgias users or agents to their corresponding system account via "Manage users".
  7. Assign missed IVR calls to: Choose a specific user or team member (e.g., "Diane Camille") to assign unhandled IVR calls.
  1. Log internal calls: Toggle switch to automatically log internal team calls within Gorgias.
  2. Include Ringover summaries in call logs: Toggle switch to attach Ringover call summaries to call logs.
  3. Include scenario name in call logs (for incoming IVR calls): Toggle switch to append the specific IVR scenario name to incoming call logs.
  4. Logs display language: Select the language used to display call log information (e.g., "fr").
  5. IVR callback ticket tag: Specify the default tag applied to callback tickets created from IVR calls (e.g., callback_ringover).
  6. Use tags to update tags on ticket: Toggle switch to synchronize call tags with Gorgias ticket tags.
  7. Create contact for calls: Choose when new contacts are automatically created during calls (e.g., "No contact page created").
  8. Sync contacts on a call-by-call basis: Toggle switch to execute contact synchronization individually as each call occurs.
  9. Display contact's info during call and only store their info if call-by-call basis is activated: Toggle switch to display contact information on the dialer during calls while conditionally restricting storage unless call-by-call sync is enabled.
  1. Tickets: Section to configure the ticket pipeline where calls, SMS, and WhatsApp messages will be logged.
  2. Mapped fields: Select Gorgias fields to display in the Info section of the dialer.
💡 Install the Ringover browser extension to enable the click-to-call feature and initiate calls directly within Gorgias.
⚠️ Ensure agent email addresses match exactly between Ringover and Gorgias so calls and tickets assign to the correct team member.

🎉 You now know how to integrate Ringover into Gorgias and can streamline your customer support communications!