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When Asa hands a conversation to your team, Gorgias can receive it as a ticket instead of only showing an email card in the widget. Set this up in Configuration, not Add Content — Gorgias powers handover, not product training.

Open Handover settings

Navigate to Configuration > Responses in the sidebar, then open the Handover tab.Under Human Support Contact, choose Gorgias from the destination dropdown.

Get your Gorgias API credentials

In your Gorgias helpdesk, go to Settings > REST API.Create or copy an API key for the account that should own escalated tickets. You need:

Connect Gorgias in Asa

Back in Asa, click Connect next to the Gorgias handover option.
Connect to Gorgias dialog with subdomain, email, and API key fields
Enter your credentials:Click Connect. When setup succeeds, the Gorgias row shows Connected.
Click Save Changes in the top right to confirm your handover settings after Gorgias connects successfully.
In Activity > Conversations, a redirected Gorgias handover shows ticket details and an Open in Gorgias link on the conversation.

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How handover works with Gorgias

  • Guidance controls when Asa escalates — under Configuration > Responses > Guidance, use Handover to Team to define the lines Asa should not cross alone.
  • Handover controls where shoppers go — with Gorgias selected, escalations create a ticket in your helpdesk.
  • If ticket creation fails, Asa still records the escalation and falls back to your Email Contact handover so the shopper is not left without a path to support.
Pair Gorgias with clear Handover to Team instructions — for example, refunds, damaged orders, or explicit requests to speak with a person.

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Notes

  • Disconnecting Gorgias restores handover to Email Contact until you choose another destination.
  • Use the same Gorgias subdomain, email, and API key you use in the Gorgias admin — typos are the most common connection failure.
If you need help, reach out at help@alphablocks.ai.