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
• A valid OpenAI API key with billing/model access if you plan to use OpenAI models (get one here)

Installation Steps

1. Install Vellix from Gorgias

   In Gorgias, open the Vellix AI Assist app listing and click "Connect App". This starts the secure OAuth installation flow for your workspace.

2. Approve OAuth Permissions

   Log in to your Gorgias account if prompted. Review the requested read and write permissions, then click "Authorize" to connect Vellix to the workspace.

3. Install the Chrome Extension

   Install Vellix Assist from the Chrome Web Store, then refresh your Gorgias tab. The extension adds the Vellix Assist panel directly inside the Gorgias ticket view.

4. Configure Your AI Settings

   Add or confirm your OpenAI API key in Vellix settings to use OpenAI models. Any valid OpenAI API key can work as long as the OpenAI project has billing enabled and access to the selected model. Then open Quick Start to enter your company name, industry, communication style, support email, and basic policies. The extension can load without Quick Start, but completing it is recommended for accurate, brand-aligned suggestions.

   Launch Quick Start Wizard
5. Use Vellix in a Ticket

   Open any Gorgias ticket, type a draft reply in the composer, click "Polish Draft", review the suggested edits, and send the final reply from Gorgias.

Permissions Requested

Vellix requests OAuth scopes so the assistant can work inside the Gorgias ticket workflow while keeping the agent in control of every reply.

• Your account: Confirms the connected workspace, validates account-level settings, and keeps the OAuth connection healthy.
• Users & Teams: Maps Gorgias users to Vellix seats, analytics, and team-level configuration.
• Customers: Reads customer context that helps the assistant avoid generic or mismatched replies.
• Tickets & Ticket Views: Reads ticket conversations and supports the draft-improvement workflow inside Gorgias.
• Statistics: Powers account-level reporting on support quality, usage, and improvement trends.
• Macros: Lets Vellix align suggestions with approved response templates and reuse policy language where appropriate.
• Rules: Helps Vellix respect existing workflow rules, routing expectations, and account-specific automation guardrails.
• Integrations & Widgets: Lets Vellix understand which connected data sources may already appear in the Gorgias sidebar. Vellix does not create or modify integrations or widgets under this read-only access.

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 side panel will show the current draft once you start typing in the composer.

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 "Polish Draft"

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

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.