Outbound phone calls improvements

You asked and we listened!

You can now start an outbound call with a customer by clicking the phone number in their profile.

How does it work?

To initiate an outbound call, visit an existing ticket or customer profile for a customer with a phone number in their customer profile and click the hyperlinked phone number. You can initiate a call from any ticket, regardless of channel, if the customer has an eligible phone number.

Next, choose the Gorgias phone number you want to call from the dropdown menu that appears. Clicking on the number will initiate the call with the customer.

Where do these calls show up?

If you are calling from a phone ticket in the midst of an ongoing conversation, you will remain on the same ticket and all phone conversation information will be appended to the same ticket.

If you are calling from a customer profile, non-phone ticket, or an old phone ticket, you’ll be automatically redirected to a new phone ticket.

Both the new phone ticket and the original ticket will be linked so you can easily jump back and forth between the two tickets.

Once you’ve had a chance to try it out, please let us know what you think by chatting us via the chat icon on the bottom right of the Gorgias web app or emailing us at [email protected].