Postcall | Gorgias integration setup guide

01 · PREPARATION

Before you start

Gorgias is a CRM/helpdesk connection in Postcall, not the source of your calls. You’ll need:

A Postcall account you can manage. Use an account administrator login and select the right account if you manage more than one. You’ll also need an active trial or subscription to send surveys.
Access to install apps in Gorgias. Have a Gorgias administrator authorize the connection if you do not have permission.
Your Gorgias subdomain. For https://yourcompany.gorgias.com, enter only yourcompany.
A connected phone system. For ticket tags and satisfaction results in Gorgias, use Aircall and connect Aircall to Gorgias too, so calls are logged on tickets.
A customer contact you can test with. Use your own reachable mobile number and email address, and make sure the phone number is on the correct Gorgias customer profile.

Know what this connection does. Gorgias contact lookup can supply names, email addresses, and additional phone numbers for surveys. Ticket tagging and satisfaction-score sync require a matched Aircall ticket; they are not supported for every Postcall phone system. Gorgias Voice and surveys triggered by closing a Gorgias ticket are not supported by this integration.

02 · INSTALLATION

Connect your Gorgias account

Open your Postcall integrations.
Sign in to Postcall and open your account’s integration setup page. Find Gorgias integration.
Enter your Gorgias domain.
Enter just your subdomain in Gorgias domain, without https:// or .gorgias.com. Select Connect.
Authorize Postcall in Gorgias.
Check that you’re signed in to the intended Gorgias account, review the requested permissions, and approve access. Keep the authorization flow in the same browser.
Confirm the connection.
You’ll return to Postcall with Gorgias account connected. The Gorgias panel now shows Remove integration instead of the connection form.

Starting from the Gorgias App Store instead?

In Gorgias, go to Settings → App Store → All Apps, find Postcall, and select Connect App. You can also find the integration on the Postcall App Store page. Authorize access, then sign in to Postcall or register when prompted. If you manage several Postcall accounts, choose the account that should receive the connection. Finish the flow and check the Gorgias panel in Postcall.

You only need one of these installation paths. Do not install a second time after the connection is confirmed.

What access are you granting?

Postcall requests access to your profile and email, customers, users, tickets, tags, and satisfaction surveys. Customer access supports contact lookup; ticket, tag, and satisfaction-survey access supports feedback syncing. Offline access lets Postcall renew the connection without asking you to sign in for every call.

Postcall creates or reuses a Postcall survey tag in Gorgias. You do not need to paste an API key or create a Gorgias webhook for this setup.

Already sending surveys? Connecting Gorgias can affect existing enabled surveys by providing new contact details and enabling result syncing. Review your triggers before connecting if you want to run a controlled test first.

03 · CONFIGURATION

Choose what to ask and when to send

In Postcall, open Surveys, create or edit a survey, and work through Settings, Questions, Triggers, and Customize.

Include a question Gorgias can score

For Gorgias satisfaction reporting, include a three-face satisfaction question, five-face CSAT question, score question, or star rating. A five-point CSAT question is a straightforward choice. An NPS-only or text-only survey will not sync a satisfaction score to Gorgias.

Settings to review in Triggers
Setting	What to check
Which calls qualify	Select call direction, phone numbers, agents, and duration as appropriate. Available filters depend on your phone system. Start with a dedicated test number or agent.
When to send	Choose as soon as the call ends or with a delay of a number of minutes. Allow for the selected delay when testing.
Contact frequency	Set how many days must pass before the same contact can receive another survey. A recent test may prevent a second one.
Delivery method	Choose Email only, SMS only, or an available fallback option such as Email first, SMS fallback. Email needs an address; SMS needs a reachable number and an eligible destination.

Under Customize, review the survey appearance and the Email settings or SMS settings for your chosen delivery method. Save your changes, including any message-template changes.

Keep your first send controlled. On the Surveys page, use the Enabled switch to control sending. Configure test-only filters before turning it on. Connecting Gorgias does not replace your phone-system connection or configure survey triggers for you.

Also review any Gorgias-native satisfaction surveys or other survey tools you already use. Postcall does not turn them off automatically; overlapping rules can ask the same customer for feedback twice.

04 · FIRST SEND

Test the full workflow

Preview and Send test help check the survey and message. They do not prove that a real call will match your trigger or a Gorgias ticket.

Prepare a safe test.
Use a dedicated test line or agent in your trigger filters. Check that your own contact details are in Gorgias and that the contact-frequency rule allows this send. Enable only the survey you intend to test.
Make a new Aircall call.
Call from or to your test number using the direction and line selected in your trigger, then end the call. Check that Aircall has logged the call on a Gorgias ticket. Closing an unrelated ticket will not trigger a Postcall survey.
Check the survey delivery.
Wait for call processing and your configured delay. In Postcall, open Calls and inspect the call’s survey information. Confirm that the SMS or email reaches your test contact.
Submit feedback and verify both systems.
Answer the supported rating question and submit the survey. In Postcall, open the survey’s Results. In Gorgias, check the related ticket for the Postcall survey tag and the satisfaction result. Syncing runs in the background, so it may not appear immediately.

Ready to go live: a new call qualifies, your message arrives, the response appears in Postcall, and the matched Aircall ticket receives its tag and score. Then replace test-only filters with your intended audience and review the Enabled switch.

05 · EVERYDAY USE

Find and understand your results

In Postcall

Open your survey’s Results to review responses and surveys sent. Open a response for its Details, including Sent by, Sent, and Completed. Use View call details to investigate the call, or the Gorgias ticket’s Open link when a ticket has been matched.

In Gorgias

On a matched Aircall ticket, Postcall survey means a survey was sent, not necessarily answered. Postcall creates a satisfaction-survey record, then updates its score and response text when the customer completes the survey. Gorgias does not send an extra survey as part of that writeback.

Three-face answers map to 1 (bad), 3 (OK), or 5 (good). Five-face CSAT maps to 1–5.
If there is more than one supported rating answer, Postcall uses the first supported answer it finds. Use one rating question when you need an unambiguous Gorgias score.
Additional answer text is sent with the score, up to 1,000 characters. Use Postcall to read the complete response.

06 · TROUBLESHOOTING

Find the missing step

Check in order: connection → call → trigger → delivery → result sync. A missing Gorgias score does not necessarily mean the customer’s survey failed.

I can’t connect, or authorization fails

Check the subdomain: enter yourcompany, not a full URL. Confirm you can manage the selected Postcall account and install apps in the intended Gorgias account. Start again from Postcall’s integration setup page in the same browser; do not reuse an old authorization link.

If Postcall says Gorgias is already configured, check the existing connection before trying to install again. If you need to replace it, follow Pause or disconnect, then connect the correct account.

The accounts are connected, but no survey arrives

Look for the new call in Calls. If it is missing, check your phone-system connection first; the Gorgias connection alone does not import calls.
Confirm the survey is enabled and its direction, number, agent, and duration filters match the call.
Check the delay and per-contact frequency limit. Inspect the call’s survey information for why it did or did not qualify.
Confirm the selected delivery method has usable contact details. Check the Gorgias customer’s phone number matches the caller and their email address is correct.
Check your Postcall trial/subscription and any SMS destination restrictions. For email, check the recipient’s spam folder.

After correcting the issue, test with a new qualifying call. Do not assume that connecting or changing a trigger resends surveys for earlier calls.

Email is unavailable, or the wrong contact details appear

Check that Gorgias is connected to the same Postcall account as the survey. Confirm the customer profile in Gorgias contains the correct phone number, including country code, and an email address. Resolve duplicate or outdated customer records, then test again with a new call. Connecting a CRM makes email delivery possible, but it does not guarantee every caller has an email address.

The survey is in Postcall, but its tag or score is missing in Gorgias

First confirm the call came from Aircall and was logged by the Aircall–Gorgias integration on a ticket in the connected Gorgias account. Ticket/result syncing is not supported for RingCentral or other call sources by this integration.

Then check that your survey includes a supported rating question and that the customer completed it. NPS-only and text-only surveys cannot create a Gorgias satisfaction result. Allow time for background syncing and confirm the Gorgias connection is still active. Keep the Postcall response and Gorgias ticket links if you need help investigating a match.

A customer received more than one survey

Review all enabled Postcall surveys for overlapping triggers and check their contact-frequency limits. Then review native Gorgias CSAT and other survey tools. The Postcall result sync itself does not ask Gorgias to send a second message. Disable or narrow the overlapping rule, then test with a fresh call.

I received a disconnection email

Resolve the issue described in the email, then return to your Postcall account’s Gorgias integration panel and authorize the connection again. If the panel still shows an existing connection rather than a Connect form, pause affected triggers, remove the integration, and reconnect.

Verify with a new call after reconnecting. Do not assume historical responses will be backfilled. Other phone-system surveys may continue sending while Gorgias is disconnected, but contact lookup and Gorgias syncing will be affected.

07 · CONNECTION MANAGEMENT

Pause sending or disconnect Gorgias

To stop new automatic survey requests: turn off the relevant survey’s Enabled switch on the Surveys page. Review any requests already scheduled before treating a pause as a guarantee that no further messages will arrive.

To disconnect Gorgias: open your account’s integration setup page and select Remove integration in the Gorgias panel. Look for Gorgias integration removed. This removes Postcall’s saved connection; it does not automatically disable surveys that use your phone system.

Removing the connection does not cancel your Postcall subscription or erase results and tags already written to Gorgias. If you also want to remove the app’s authorization in Gorgias, remove Postcall from your installed apps there.

Still need help?

Email support@postcall.io with your Postcall account, Gorgias subdomain, the step that failed, any error message, and a relevant call, survey response, or ticket link. Include the time and timezone of your test.

Never send passwords, API keys, access tokens, or authorization callback URLs. Redact customer details from screenshots.