SMS integration

We are happy to announce that we have released our SMS integration for all our customers!

With this new channel, you can receive and respond to SMS and MMS messages within Gorgias. This makes it easy for your customers to communicate with your store while they’re on the go, and easy for your agents to provide fast, conversational support.

How can I get started?

If you don't have a Gorgias phone number yet, you will need to create a new one through your Phone numbers settings page. Once you have a phone number (existing or new), you will be able to add SMS capabilities in your Phone numbers settings or by visiting the SMS integration page. 

What features are available?

  • Sending and receiving SMS messages

  • Sending and receiving MMS messages

  • Auto-reply to SMS messages via rule actions

  • Add and remove SMS capabilities from an existing or new phone number

What countries have SMS capabilities?

We offer SMS functionality for the United States, Canada, and United Kingdom phone numbers. Other countries will be available in the future.

How is opt-in handled? 

It's important to note that you are responsible for using the text features in Gorgias' native SMS system in compliance with applicable laws.
We currently do not have an automatic opt-in system (where the customer is automatically asked if they would like to start a conversation via SMS). Our SMS provider, Twilio, does provide Opt-out support, so if a customer sends Stop, Unsubscribe, Cancel, or any other industry-standard opt-out language, you will no longer be able to respond to them until they resubscribe by replying Start

How can I get SMS capabilities on a phone number I own on another platform?

Right now, you can only have SMS on phone numbers that are owned in Gorgias. If you have an existing number, you can port it over to our platform through the porting process, which can be initiated by reaching out to your CSM. If you have phone support on another platform, you will need to port over to Gorgias' phone system. 

How will SMS be priced?

We’re releasing SMS this quarter as a free trial for every customer on every plan. Conversations will count toward your plan’s ticket count, but there are no additional charges for minutes, usage, phone numbers, etc. In the coming months, we’ll be assessing the best way to provide Voice and SMS so we can continue to innovate and build powerful new features for these channels. Before any changes are made to pricing, we’ll communicate our plan so you can decide if Gorgias SMS is still right for your brand.