# WhatsApp support inside Gorgias

Manage all your WhatsApp customer conversations directly in Gorgias. No tab-switching, no missed messages: just unified support.

Source: https://getkanal.com/whatsapp-integration/gorgias  
Last updated: 2026-10-07

## 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 routes WhatsApp conversations into Gorgias as tickets. Your agents respond from the same interface they already know: with full customer context, order history and macros.

## Key Features

### Unified inbox

WhatsApp messages appear as Gorgias tickets. Agents handle them alongside email, chat and social, all in one place.

### Customer context

See full Shopify order history and customer data alongside WhatsApp conversations for faster, more informed support.

### Macros & automation

Use Gorgias macros and rules on WhatsApp tickets. Auto-tag, auto-assign and auto-respond to common queries.

### Two-way messaging

Agents send and receive WhatsApp messages directly from Gorgias. Customers see responses in their WhatsApp chat.

## What you can do

### Pre-sale support

Answer product questions on WhatsApp to convert browsers into buyers, with full context in Gorgias.

### Order inquiries

Handle 'Where is my order?' and return requests through WhatsApp, resolved directly in Gorgias.

### Proactive outreach

Send proactive WhatsApp messages for order issues or delivery delays, tracked as Gorgias tickets.

- **-40%** Response time
- **96%** Message read rate
- **+25%** CSAT improvement

## Frequently asked questions

### How does the Gorgias integration work?

Kanal connects your WhatsApp Business account to Gorgias via API. Incoming WhatsApp messages automatically create Gorgias tickets, and agent replies are sent back through WhatsApp.

### Can I use Gorgias macros for WhatsApp?

Yes. Your existing Gorgias macros, rules and automation work with WhatsApp tickets. You can also create WhatsApp-specific macros with rich media like images and buttons.

### Does it show customer order data?

Yes. WhatsApp tickets in Gorgias display the customer's Shopify profile including order history, lifetime value and tags, just like any other Gorgias ticket.

### Can I assign WhatsApp tickets to specific agents?

Absolutely. WhatsApp tickets follow your existing Gorgias routing rules. Assign by agent, team, language or any other criteria you already use.