# Gorgias WhatsApp integration for Shopify stores

WhatsApp conversations that need a human reach Gorgias as tickets, and the replies your agents write there reach the customer on WhatsApp. Email, chat and WhatsApp in one helpdesk.

Source: https://getkanal.com/integrations/gorgias  
Last updated: 2026-10-19

## WhatsApp conversations live outside your helpdesk

Your customers message you on WhatsApp, but your support team works in Gorgias. Messages get lost, response times suffer, and agents waste time switching between platforms.

## Bring WhatsApp into your Gorgias workspace

Kanal sends the WhatsApp conversations that need a human to Gorgias, as a ticket tagged Kanal. Messages handled by an automation or the AI Agent stay in Kanal unless the AI Agent hands over to a human. Your agents answer from the helpdesk they already use, and the conversation stays in the Kanal inbox too.

## Key Features

### One ticket per customer

Each customer has one Gorgias ticket, next to your email and chat tickets. If it was closed less than 7 days ago, it reopens.

### Two-way messaging

Agents reply from Gorgias and the message reaches the customer in their WhatsApp chat, sent through Kanal.

### A dedicated WhatsApp view

Tickets from WhatsApp carry the Kanal tag: filter on it to give WhatsApp its own view and queue in Gorgias.

### History on both sides

Conversations stay readable and answerable from Gorgias and from the Kanal inbox, with no lost history.

## What you can do

### Pre-sale questions

Answer sizing and product questions asked on WhatsApp from Gorgias, while the shopper is still deciding.

### Where is my order?

Handle order and return requests that arrive on WhatsApp in the same Gorgias queue as your email tickets.

### One support team, every channel

Your agents stay in Gorgias: no extra tool to log into to answer WhatsApp.

- **+500** Brands on Kanal
- **5 min** To install on Shopify
- **+90%** WhatsApp open rate

## Frequently asked questions

### How does the Gorgias WhatsApp integration work?

Kanal sends Gorgias the WhatsApp conversations that need a human: messages handled by an automation or the AI Agent are not sent, unless the AI Agent hands over to a human. On the first transfer, an internal note gives the recent history. Replies written in Gorgias are sent to the customer on WhatsApp through Kanal, and the conversation stays visible in the Kanal inbox.

### How do I connect Gorgias to Kanal?

In Kanal, go to Settings, then Integrations, select Gorgias and enter your Gorgias domain name (the one you use to log into Gorgias), then confirm. Gorgias then asks you to authorize Kanal. Once connected, new conversations that need a human appear in Gorgias.

### How do I keep WhatsApp tickets separate in Gorgias?

Every ticket that comes from WhatsApp carries the Kanal tag. Create a view in Gorgias with a filter on Tag equal to Kanal, and your team gets a dedicated WhatsApp queue.

### Which Kanal plan includes the Gorgias integration?

The Scale plan (149€ per month) and the plans above it. Meta's WhatsApp messaging fees are billed per message on top.

## Go further

- [Help center: the Gorgias integration](https://help.getkanal.com/en/articles/105-gorgias-integration-manage-your-whatsapp-conversations-from-your-support)
- [Gorgias vs Zendesk for Shopify stores](https://getkanal.com/blog/gorgias-vs-zendesk)