Gorgias integration

When a customer asks Dialog about an order, a return or a refund, Dialog can offer to pass them to your support team. A Talk to our team button appears under the answer; one click opens your Gorgias chat with their question already sent, and closes the Dialog window.

Dialog keeps answering everything it can. The handoff is for the questions only a human can settle.

Prerequisites

• Gorgias Chat installed and live on your storefront. This is the one that catches people out: see below.
• A Dialog account with access to Assistant settings.

Caution

The button only appears if Gorgias Chat is actually loaded on the page the customer is browsing. If the Gorgias installation is unfinished, or the chat is hidden on that template, Dialog shows nothing at all rather than a button that would open nothing. So an absent button usually means Gorgias, not Dialog.

To check: open a product page on your store, and confirm the Gorgias chat bubble appears. If it doesn’t, finish the Gorgias installation first.

Turn it on

1. In Dialog, go to Assistant settings → Behavior.
2. Scroll to the Post-sale questions section at the bottom.
3. Switch Connect Gorgias on. The preview next to the controls shows what your customer gets: the Talk to our team block appears as soon as the switch is on.
4. Save.

That is the whole setup. There is nothing to configure on the Gorgias side, and no API key to exchange: Dialog talks to the chat widget already running on your storefront.

What your customer sees

The button appears only on post-sale questions: “where is my order”, “can I return this”, “when will I be refunded”. It does not show on product or advice questions, which Dialog answers on its own.

Clicking it opens your Gorgias chat directly in the conversation view, with the customer’s question already sent. They do not have to retype anything, and your agent picks up a conversation that has already started.

What your agent receives

The customer’s question, as they wrote it. Dialog’s own answer is not copied into the Gorgias conversation.

That is deliberate: everything the chat widget sends is attributed to the visitor, so passing Dialog’s reply would make it look as though your customer had written it. Your agent sees the question and answers from there.

Guiding Dialog’s post-sale answers

The Customer support instructions field, just above the switch, is where you tell Dialog how to answer post-sale questions before offering the handoff: your return window, how refunds are processed, what to do about a late delivery, what the warranty covers, and what to hand over to your team.

It is optional. Leaving it empty still gives your customers the handoff button; Dialog simply answers post-sale questions from your general guidelines instead.

The preview next to the field is a fixed sample: it shows the handoff, not your instructions. What you write applies to real conversations only.

Note

Whatever you write there, Dialog will never promise a refund, return, exchange, discount or delivery date that your stated policy does not cover. When the answer is not covered, it says so rather than committing you to something.

Good to know

The button’s wording follows your store’s language, not the language your customer writes in. On a French storefront it reads “Parler à notre équipe” even for a customer writing in English, while Dialog’s own answer follows the customer.

Your instructions work without Gorgias. They shape Dialog’s post-sale answers whether or not the switch is on; the switch only adds the button.

Turning the switch off removes the button immediately. Conversations already handed over stay in Gorgias, untouched.

Need help?

Email support@askdialog.com if the button never appears, if it opens the wrong Gorgias screen, or if you want a hand wording your support instructions.