How to Integrate Vellix with Gorgias

Getting Started

Before you begin, make sure you have:

• Admin access to your Gorgias workspace
• Google Chrome browser installed
• An OpenAI API key (get one here)

Installation Steps

1. Connect Your Gorgias Account

   Visit the Vellix setup page and click "Connect with Gorgias". You'll be redirected to authenticate your Gorgias workspace using OAuth 2.0 for secure access.

   Go to Setup Page

   Screenshot: Vellix OAuth setup page with "Connect with Gorgias" button

2. Authorize Vellix in Gorgias

   Log in to your Gorgias account if prompted. Review the permissions requested by Vellix (read ticket data, access macros) and click "Authorize" to grant access. This allows Vellix to provide contextual AI suggestions based on your ticket history.

   Screenshot: Gorgias OAuth authorization screen

3. Configure Your OpenAI API Key

   Enter your OpenAI API key in the configuration form. Your API key is stored securely in your browser's local storage and never transmitted to Vellix servers. All AI processing happens directly between your browser and OpenAI.

   Security Note: Your OpenAI API key never leaves your browser. We use client-side encryption to ensure your credentials remain private.

   Screenshot: API key configuration form

4. Install the Chrome Extension

   Click the link to install the Vellix Assist Chrome extension from the Chrome Web Store. Click "Add to Chrome" and confirm the installation when prompted.

   Screenshot: Chrome Web Store extension page

5. Complete Quick Start Setup

   Once the extension is installed, you'll be guided through a 2-minute quick start wizard to customize your AI assistant. Provide your company name, industry, communication style, and basic policies. This helps the AI understand your brand voice and support guidelines.

   Launch Quick Start Wizard

Using Vellix in Gorgias

How to Use AI Suggestions

1. Open a Ticket in Gorgias

   Navigate to any customer ticket in your Gorgias dashboard. The Vellix Assist button will appear in the message composer area.

   Screenshot: Gorgias ticket view with Vellix button highlighted

2. Draft Your Response

   Type your response to the customer as you normally would. You can write a rough draft, bullet points, or even just a few keywords - Vellix will help refine it.

3. Click "Improve with Vellix"

   Click the Vellix Assist button in the composer. The AI will analyze your draft along with the ticket context and suggest an improved version that matches your brand voice and support policies.

   Screenshot: AI suggestion with diff highlighting showing changes

4. Review and Edit

   Review the AI's suggestions with visual diff highlighting showing exactly what changed. You can accept the suggestion, reject it, or make manual edits. You maintain complete control over every response.

5. Send Your Response

   Once you're satisfied with the response, click "Send" as you normally would in Gorgias. The AI suggestion is inserted into your composer, but you're always in control of what gets sent.

Customizing Vellix for Your Team

Advanced Settings

For teams that want to fine-tune their AI assistant, visit the Vellix dashboard to access advanced customization options:

• Custom AI Prompts: Define specific instructions for how the AI should enhance responses
• Tone Rules: Set guardrails for communication style and formality
• Macro Integration: Have the AI reference your existing Gorgias macros
• Quality Alerts: Get notified when response quality dips below your standards
• Team Analytics: Track usage, quality improvements, and response time savings

Guided Customization Mode

For the best results, we recommend completing the 10-minute guided customization flow. This helps the AI reach 90%+ quality on your specific use cases:

Troubleshooting

Button Not Appearing in Gorgias

If you don't see the Vellix button in your Gorgias composer:

• Verify the Chrome extension is enabled in chrome://extensions
• Refresh your Gorgias browser tab
• Check that the extension has permission to access gorgias.com
• Clear your browser cache and reload

API Key Issues

If you're getting API errors:

• Verify your OpenAI API key is valid at platform.openai.com
• Check that your OpenAI account has sufficient credits
• Re-enter your API key in the Vellix settings

Still Need Help?

Visit our FAQ page for more answers or contact our support team.