> ## Documentation Index
> Fetch the complete documentation index at: https://docs.alcmeon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Gorgias integration: answer WhatsApp messages from tickets

> Connect Simio to Gorgias to turn incoming WhatsApp messages into Gorgias tickets and let your agents reply to contacts on WhatsApp from Gorgias.

The Gorgias connector lets your support team handle WhatsApp conversations without leaving Gorgias. Each incoming WhatsApp message from a contact opens or updates a Gorgias ticket, and your agents' replies are sent back to the contact on WhatsApp. This page explains how the connector works, how to connect it, and how agents reply.

## How it works

* When a contact sends you a WhatsApp message, Simio creates a Gorgias ticket (or adds to the existing one) with the message.
* Photos, videos, and documents sent by the contact are attached to the ticket.
* When an agent replies from Gorgias, the reply is delivered to the contact on WhatsApp.
* You can connect Gorgias alongside other helpdesk connectors such as [Crisp](/simio/integrations/crisp) or [Easiware](/simio/integrations/easiware). Each connected tool receives incoming messages.

## Before you start

* An active Simio subscription.
* Access to **Settings > Connectors** in Simio.
* A Gorgias account with access to **Settings > REST API**.

## Connect Gorgias

<Steps>
  <Step title="Open the Gorgias connector">
    In Simio, go to **Settings > Connectors**, select **Gorgias**, then open the **Settings** tab.
  </Step>

  <Step title="Enter your Gorgias subdomain">
    Enter the part of your Gorgias address that comes before `.gorgias.com`. For example, enter `mycompany` if you log in at `mycompany.gorgias.com`.
  </Step>

  <Step title="Enter your login email">
    Enter the email address you use to log in to Gorgias.
  </Step>

  <Step title="Enter your REST API key">
    In Gorgias, go to **Settings > REST API** and copy your API key. Paste it in the **API Key** field in Simio.
  </Step>

  <Step title="Connect">
    Click **Connect**. The connector status changes from **Not connected** to connected.
  </Step>

  <Step title="Set up the webhook in Gorgias">
    Configure a webhook in Gorgias so your agents' replies are sent to Simio.
  </Step>
</Steps>

## Reply to a contact from Gorgias

Agents reply to WhatsApp messages the same way they reply to any other Gorgias ticket, using the standard reply box.

<Steps>
  <Step title="Open the ticket">
    Open the ticket created by Simio for the contact's WhatsApp message.
  </Step>

  <Step title="Choose the reply channel">
    In the reply box, open the channel selector at the top left and select **Email**. The **To** field shows the contact. Do not select **Internal Note**.
  </Step>

  <Step title="Write and send your reply">
    Type your message, then click **Send** (or **Send & Close**). Simio delivers the reply to the contact on WhatsApp.
  </Step>
</Steps>

<Tip>
  Internal notes stay inside Gorgias and are never sent to the contact. Use them to share information with your team.
</Tip>

## Known limitations

* **Messages sent by Simio do not appear in Gorgias.** Campaign messages and automated chatbot or automation messages are only visible in the Simio [Conversations](/simio/platform/conversations) inbox. Check it if you need the full history.
* **Messages sent during a chatbot flow are not forwarded.** While a contact is interacting with a chatbot, including tapping buttons or picking from a list, their messages stay in Simio.
* **Some file types are not forwarded.** Only images, videos, and documents are attached to the ticket. Other attachments are skipped.


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