Gorgias Integration: Chat Widget

OVERVIEW

Returning a product can be a sensitive stage in the customer journey. Merchants using both Loop and Gorgias can now add a Gorgias chat widget to their returns page to help ensure that customers get an outcome they love, and any support they need to get there. This feature is available to any merchants on Loop Plus or with the Integrations add-on that use Gorgias for customer support.

If you do not have integrations available on your plan but would like to use the widget, please reach out to your Merchant Success Manager

In this article, we'll show you how to get it set up and how we recommend using the chat widget.

If you are interested in our other Gorgias integrations, please refer to their Help Article’s listed below for:

• Gorgias Integration - Loop Returns Data in Gorgias Admin - Place Loop returns data right inside your Gorgias admin so your support agents can stay focused and close tickets faster by viewing return data in the same window you use to talk to customers. 
• Gorgias Integration: Initiate Return Allow customers to initiate a Loop return directly from the self-service portal in the Gorgias chat widget and Help Center.

Set Up

Before setting up the widget, ensure you have integrations turned on in the admin. You should have an Integrations tab under Settings > Integrations. If you're not seeing it, please contact your Merchant Success Manager or Onboarding Manager.

From there:

1. Navigate to Tools & Integrations > Integrations in the Loop Admin.
2. Toggle on the Gorgias Chat Integration, and click Configure.
3. Follow the instructions here to create a new chat or get the Javascript for an existing chat. We recommend creating a new chat specifically for Loop.
4. In Gorgias: Once you've created your Loop specific chat, or navigated to the Gorgias chat you want to use, click on the Installation tab for that chat, select some other type of website (not Shopify), and copy the Javascript code there.
5. Back in Loop, paste the Javascript code in the box marked Chat Widget Code, and hit save.

The chat widget should now appear on the Returns Portal and in Shop Now In App. Any chats received will create a ticket in Gorgias like normal.

Here is an example of how this will look within the customer experience:

FAQ

Will the widget show up on my website if I'm using Shop Now On Store? Yes, though not by virtue of the integration. Since On Store uses your actual website, if there's already a widget configured on the site, it will show up for customers there.

Can I expect to get returns data on opened chats? Not in this iteration. Loop does have an integration with Gorgias Helpdesk that can be used in tandem with the widget. We recommend using both.

Can I set up separate widgets for the returns page and Shop Now In App? Not right now. The same widget will be used for both.