Gorgias integration

Outline

• Overview
• How to setup
• Connecting multiple Shopify stores to one Gorgias account
• What is available in the sidebar widget?
• Macros

Overview

• The NEW Gorgias 2.0 integration has been rebuilt from the ground up to offer a robust sidebar widget with actions, comprehensive subscription data, and 1-click links to the subscription in the Skio app.
• The sidebar widget now includes subscriber-level information (email, name, active sub count, cancelled sub count, failed sub count, and paused sub count)
• Each subscription in the sidebar widget includes product information, created at dates, next billing date, status, order count (cycles completed), delivery interval, subscription ID, and actionable buttons.
• Also included is the ability to take action within macros for cancelling subscriptions, skipping next subscription order, and sending the update payment method email for Shopify Payments.

You can view your Gorgais integration in the Skio app by going to Account > Integrations > clicking "Manage" on the Gorgias integration.

How to setup

1. On your Gorgias account, navigate to the app store (Settings -> App Store -> All apps -> Search 'Skio') and install the Skio integration.
2. When you click install, you will be asked to allow Skio access to key parts of your Gorgias account. This is necessary to receive ticket events and update customer information. 
3. Click confirm, and you will be brought back to the Skio dashboard where you should now see that you are successfully connected to Gorgias. 

Connecting multiple Shopify stores to one Gorgias account

Follow these steps if you want multiple stores to be used to fulfill customer information in a single Gorgias account.

1. Navigate to the Gorgias integrations page on the Skio dashboard on the Skio account which is currently connected to your Gorgias account
2. Take note of the Gorgias account name and the Gorgias access token.
   1. Please note that this is not the same as an API key that you can generate on Gorgias, and the access token is not available through the Gorgias dashboard. You'll need to use the value available from this page.
3. Now, sign into the Skio dashboard of the store that you would like to connect. Navigate to the same page and click Link an existing integration. 
   
4. Enter the information you saved from the previous Skio dashboard and click Save.

What is available in the sidebar widget?

In the sidebar widget, CX teams can now see a full picture of the Skio customer (subscriber-level information) with a quick understanding of how many subscriptions that customer has and the status of them.

Below the Skio customer section, each subscription populates as a block with the following information:

• Subscription ID
• Created at date
• Next billing (charge) date
• Subscription's current status
• Cycles completed (order count)
• Delivery policy (shipping frequency)
• Product name
• Product variant name
• Price

The following actions can be performed per subscription in the sidebar widget for that subscription block:

• View subscription (links directly to the sub in the Skio app)
• Apply discount code
• Cancel subscription
• Get now (process the order immediately)
• Skip next order
• Update payment method

Macros

With the new integration comes available actions in macros. Skio has pre-populated a few macros in your account and these actions can be repurposed for an macro. The macro actions include:

• Cancel closest upcoming next billing date
• Cancel last billed subscription (most recent order)
• Skip closest upcoming billing date
• Update payment method

Since a subscriber can have multiple subscriptions, it's necessary to reference the next/most recent subscription in these macros to avoid taking action on the wrong subscription. When in doubt, just use the sidebar widget!