Gorgias and BrandLift integration explained

Gorgias simplifies customer communication for businesses by consolidating conversations from various channels into a single interface. The BrandLift integration enhances your Loyalty program by incorporating the app into your customer service platform.

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)
• Leverage BrandLift properties as dynamic variables that can be inserted into prepared responses, automatically populating them with relevant Loyalty information.

Connecting BrandLift with Gorgias

1. From the BrandLift Dashboard, go to Integrations
2. Find Gorgias and click Configure
3. Enter your Gorgias account and click Connect
4. A new page will be open. Review the permissions required by BrandLift to access your Gorgias helpdesk and click Authorize
5. You will be taken back to your BrandLift account and see both apps connected. The BrandLift app will be also added to 'My Apps' in your Gorgias helpdesk.

Displaying the Loyalty data in Gorgias

For each ticket, the widget will automatically display the customer's Loyalty data, provided they are enrolled in your Loyalty program.

The Loyalty data can be also displayed on each customer profile page.

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.

Using Loyalty data as macro variables

A macro is a pre-configured response template that expedites customer interactions. When you incorporate a BrandLift variable into a macro, Gorgias will automatically replace it with the customer's specific Loyalty information upon use.

To utilize BrandLift Loyalty properties, they must be set up as back-office variables. Before implementing the following variables, you'll need to obtain the BrandLift integration ID from your Gorgias account.

How to get the ID?

1. In your Gorgias account, go to Settings
2. Go to HTTP integration and click Rivo
3. 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

Disconnecting BrandLift from Gorgias

Step 1: Disconnect in BrandLift

1. Go to Integrations > Gorgias
2. Click Disconnect.

Step 2: Disconnect in Gorgias

1. Go to Settings > App Store
2. Click My Apps and click on Rivo
3. Click Disconnect App.

Common questions

Why can't I see the BrandLift widget in my sidebar?

Once the integration is configured, it should activate immediately after a ticket is created, updated, or when a new ticket message is generated. If these events occur but the BrandLift widget remains absent from your sidebar, consider the following:

1. Open any of your tickets or customer profiles
2. Click the ⚙️ button on the sidebar ('Edit widgets')
3. Find the BrandLift widget on the page and drag and drop it into your sidebar
4. 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 customer's Loyalty status is not classified as a 'member'. Gorgias only retrieves data for active members.
• The variables weren't implemented through a macro. You must first copy and paste the variable(s) into a macro.
• The HTTP Integration ID you entered may be incorrect. For more information on this, consult our detailed guide.

I can't get the app up and running. Can you help me?

Please reach out to us and our dedicated team will be happy to help you with any questions or requests!