Gorgias and Rivo integration explained
Gorgias helps businesses communicate with customers easily. It streamlines conversations across channels into one place and, with the Rivo integration, you can make the most out of the Loyalty program by adding the app to your helpdesk.
Improvement: Ability to adjust points from the Gorgias sidebar is coming soon!
✨ Integrations are available on the Scale and Plus plans. See pricing →
Benefits
View Loyalty data in your customized sidebar to get context on your tickets and deliver an exceptional customer experience:
Points Balance (e.g. 2,000)
Loyalty Status (e.g. Member)
Referral URL (e.g. https://example.com/?referral_code=X)
VIP Tier Name (e.g. Gold)
Use the Rivo properties as variables, which can be inserted into pre-made responses to populate them with Loyalty data.
📝 Note: You can only see the Loyalty data if the status is Member.
Connecting Rivo with Gorgias
From the Rivo Dashboard, go to Integrations
Find Gorgias and click Configure
Enter your Gorgias account and click Connect
A new page will be open. Review the permissions required by Rivo to access your Gorgias helpdesk and click Authorize
You will be taken back to your Rivo account and see both apps connected. The Rivo app will be also added to 'My Apps' in your Gorgias helpdesk.
💡 Pro Tip: You can also set up the integration from your Gorgias helpdesk by going to Settings > All Apps > Rivo > Connect App.
Displaying the Loyalty data in Gorgias
The widget will dynamically load per ticket providing the Loyalty data of the customer if they are enrolled in your Loyalty program.
The Loyalty data can be also displayed on each customer profile page.
📝 Important Note: The widget will show on new tickets created after connecting the apps.
Customizing the widget
Access the edit mode by clicking the ⚙️ button at the top of the sidebar.
Add or delete the widget
Change the border color of the widget
Change the title of the widget
Change the icon of the widget
Rename and delete attributes from the widget.
📝 Note: If you delete the widget and or any of its Attributes, you can always drag the element and drop it into the sidebar.
Using Loyalty data as macro variables
A macro is a pre-made response you can use to respond to your customers faster. When you set up a Rivo variable within a macro, each time you use it Gorgias will replace the variable with the Loyalty data of the customer.
The Rivo Loyalty properties need to be configured as back-office variables, so before you copy and paste the next variables, you need to get the ID of the Rivo integration in your Gorgias account.
How to get the ID?
In your Gorgias account, go to Settings
Go to HTTP integration and click Rivo
Copy the integration ID at the end of the URL (e.g.
https://my-account.gorgias.com/app/settings/integrations/http/12002). For example, your ID is 12002
Rivo variables
To display your customer's points balance
{{ticket.customer.integrations[id].data.attributes.points_tally}}
To display your customer's Loyalty status
{{ticket.customer.integrations[id].data.attributes.loyalty_status}}
To display your customer's referral URL
{{ticket.customer.integrations[id].data.attributes.referral_url}}
To display your customer's VIP Tier name
{{ticket.customer.integrations[id].data.attributes.vip_tier_name}}
📝 Note: Replace id with your integration ID.
Disconnecting Rivo from Gorgias
Step 1: Disconnect in Rivo
Go to Integrations > Gorgias
Click Disconnect.
Step 2: Disconnect in Gorgias
Go to Settings > App Store
Click My Apps and click on Rivo
Click Disconnect App.
Common questions
Why can't I see the Rivo widget in my sidebar?
After you set up the integration, it should be executed right after a ticket is created, a ticket is updated, or a ticket message is created. If any of these events happen but you still don't see the Rivo widget in your sidebar:
Open any of your tickets or customer profiles
Click the ⚙️ button on the sidebar ('Edit widgets')
Find the Rivo widget on the page and drag and drop it into your sidebar
Click Save Changes.
I added the variables to my message but it didn't show the Loyalty data. Why?
There can be multiple reasons why the variables were not inserted correctly:
The Loyalty status of your customer is not "member". Gorgias pulls the data of Members only
The variables were not added through a macro. You need to copy and past the variable(s) to a macro first
You didn't add the correct ID of the HTTP Integration. Read more about it here.
I can't get the app up and running. Can you help me?
Please reach out to [email protected] and our dedicated team will be happy to help you with any questions or requests!