Connect Gorgias to let your support team view customer reviews in customer profiles and ticket sidebars, follow up on feedback, and send review request links directly to customers.
1. Connect your Gorgias account
In CWILL Product Reviews, go to the integrations page and open Gorgias. Enter your Gorgias account domain, such as yourstore.gorgias.com, or just your account name. Click Start Connect and follow the prompts to authorize the connection.
Once connected, configure Gorgias sync settings and save your changes. Saving the account domain alone does not activate the integration; you must complete the connection first.
2. Configure the integration
Sync customer review data
Enable Sync review data to Gorgias customer profiles to sync eligible product and store reviews to Gorgias.
Customers are matched by the email address used to submit their review.
To create a customer when no matching email is found, select Create Gorgias customers during review sync. This option is off by default.
Customer review data is updated when reviews are added, edited, deleted, published, or hidden.
The total review count and average rating include unpublished reviews but exclude deleted reviews. Syncing applies to reviews linked to orders and submitted through supported sources, including your storefront, email, QR codes, review request links, Customer Account, and CWILL integrations.
Automatically create review tickets
Enable Create tickets for negative reviews to automatically create a Gorgias ticket when a new product or store review meets your selected rating condition.
Under Threshold for negative reviews, choose 4 stars and below, 3 stars and below, 2 stars and below, 1 star only, or All reviews.
Each ticket includes the customer's feedback, rating, and a link to manage the review. New tickets have an Open status and are assigned according to your Gorgias assignment rules. If review syncing is enabled, customer review data continues to update even when a review does not meet the ticket creation condition.
Manage reviews from the ticket sidebar
Enable Enable review management in Gorgias ticket widget to let agents publish or hide reviews and send review request links from the Gorgias ticket sidebar.
3. View reviews in Gorgias
Customer Profile
The CWILL Product Reviews widget shows the customer's total review count, average rating, and three most recent reviews, including their ratings, content, products, orders, and publication status.
Ticket
The sidebar of any ticket can show the current customer's review summary and three most recent reviews. It also provides access to review management and product review requests.
4. Manage reviews and send review requests
Publish review: Publish the review linked to the current ticket.
Hide review: Unpublish the review linked to the current ticket.
Send store review request: Send a store review request link in the current ticket conversation.
CWILL Review Requests: View products from the customer's orders placed in the past 60 days that they have not yet reviewed. Each product appears only once. Click the review request button next to a product to send its review request link in the current ticket conversation.
Publishing and hiding are available only for tickets linked to a review. Other tickets can still be used to view customer reviews and send review requests. If the integration is disconnected or authorization is no longer valid, return to CWILL to reconnect.