Gorgias integration FAQs

Question: Does Siena respond to our tickets using a random agent or one of our agents?

• Answer: No, Siena has a dedicated Agent (which is created on installation) that automates your conversations on your behalf
  
  

Question: How do I know which conversations were automated by Siena?

• Answer: All tickets that were automated by Siena will have the tag handled-by-siena or assisted-by-siena (if the reply was sent as an internal note). We highly recommended to create custom views in Gorgias so you can monitor the tickets that were handled by Siena.
  
  

Question: What would happen if I enabled mandatory 2FA on Gorgias for all users? Would Siena be able to use 2FA somehow?

• Answer: Since Siena doesn’t require login, but uses API calls, it should not present any issues.
  
  

Question: What to do if Import macros are not working?

• Answer: As we have added a new scope to the Gorgias integration to read Macros from the end of May 2023, old merchants will need to uninstall and then reinstall the integration in Siena. Note: For some merchants who have renamed Siena AI Assistant to something else, they will also need to rename it back.
  
  

Question: What would happen if I disconnected and then reconnected a Gorgias integration?

• Answer: IMPORTANT: This should be done from the Siena platform, not via the Gorgias app store.
  
  When the integration is removed, we clean up all the resources we create on your end. We remove the HTTP Integration, including the Siena User created.
  
  This will automatically remove the existing Ticket View because the user has been deleted.
  
  After reinstallation, a new user needs to be created so they can re-create their view.
  
  

Question: I got an error that says “No Integration was found to send this email”, what should I do?

• Answer: This mostly happens due to email forwarding. An example of this is:

  The customer sends email to hello@an-email.com , but hello@an-email.com just forwards it to support@another-email.com and the merchant can only reply via support@another-email.com or hi@yet-another-email.com.

  By our implementation, we’ll always try to reply via the email you send it with( i.e hello@an-email.com , of which, hi@an-email.com can only receive and forward but not send (as it’s not a native Gorgias Email Integration).

  So, that is why we have a preferred email sender feature, where we can define that the reply should only come from support@another-email.com which will override any email the customer sends the request through.

  

  We can only advise merchants who use email forwarding to always set a preferred sender email, to avoid this issue.

  If you wish to respond to customers using support@another-email.com (or another preferred email), configure/add it to your Gorgias account email integration. You can find the email configuration under Gorgias > Settings > Channels > Email
  
  

Question: Siena still replies to SMS even after disabling the SMS channel ?

• Answer: Is the SMS sent via Postscript App or Attentive App or any other non-native (SMS integration that wasn’t done using Gorgias directly)? These types of SMS integrations aren’t referred to as true SMS channel so Gorgias treats them as email. To stop Siena, from responding, please use the Content Moderation and add the domain name of the SMS Integration App (e.g attentivemobile.com, , postscriptapp.com )

  
  
  

Question: Siena is unable to reply to Postscript/Attentive SMS Integration ?

• Answer: Does the says error say “No Integration was found to send this email”? If yes, please follow the instructions above
  
  

Question: Tickets are still not auto-closing in Gorgias. How can I fix it?

• Answer: First, check if you have configured a Ticket Field with the checkmark “Required to close ticket”
  
  If it’s set up, be sure that the naming of the options you have are in plain language. For example:

Rtrn Req should be renamed to Return Request as Siena can identify the intent of the customer's message and select the correct option for Ticket Field, but only if it’s not using abbreviations/internal terminology. If it’s in clear language, Siena can select the correct one.