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:
| Field | Where to find it |
|---|---|
| Gorgias Subdomain | The subdomain in your helpdesk URL — e.g. acme from https://acme.gorgias.com |
| Gorgias Account Email | Email for the Gorgias user who owns the API key |
| Gorgias API Key | Settings > REST API in Gorgias |
Connect Gorgias in Asa
Back in Asa, click Connect next to the Gorgias handover option.
Click Connect. When setup succeeds, the Gorgias row shows Connected.
| Field | What to paste |
|---|---|
| Gorgias Subdomain | Your helpdesk subdomain (e.g. acme) |
| Gorgias Account Email | Account email for the API key owner |
| Gorgias API Key | API key from Gorgias REST API settings |
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.
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.
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.