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.
✨ Integrations are available on the Starter plan and above. Check out how many apps you can integrate with your Rivo account here
Benefits
In Gorgias, your customized sidebar can have all the Loyalty data for getting context on your tickets and delivering 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).
You can also use the Rivo properties as variables that can be inserted into pre-made responses to populate them with Loyalty data.
💡 Find out more: Read how to set up a Gorgias account and start a trial here.
📝 Important Note: You can only see the Loyalty data if the status is Member.
Setup Instructions
To successfully connect your Loyalty program with Gorgias, please follow the instructions below.
From the Rivo Dashboard, go to Integrations.
Scroll down to the Customer Support section to 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.
Once you complete the setup, 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. Go to Settings > All Apps > under Loyalty & Retention, find Rivo > click Connect App.
Disconnecting Rivo From Gorgias
Step 1: Disconnect in Rivo
From the Rivo Dashboard, go to Integrations.
Scroll down to the Customer Support section to find Gorgias and click Configure.
Click Disconnect.
Step 2: Disconnect in Gorgias
In your Gorgias account, go to Settings.
Click My Apps under App Store.
Click the app and click Disconnect App.
Displaying the Loyalty Data in Gorgias
Widget
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.
To customize your Widget, access the edit mode by clicking the ⚙️ button.
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.
If you delete the Widget and or any of its Attributes, you can always drag the element and drop it into the sidebar.
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).
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}}
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!