Gorgias
Gorgias is a customer support platform Pinch merchants use as the outbound channel for customer communication. The Gorgias integration is what lets Pinch send transactional emails to customers from your own domain when a Playbook fires.
What the connection is used for
Pinch uses the Gorgias connection for one thing: sending customer emails on your behalf when a Playbook's segment is entered. Pinch does not read tickets, conversations, or agent activity from Gorgias.
Typical emails Pinch sends via Gorgias:
| Customer segment | Example email |
|---|---|
| VIP | "Thanks for being a great customer — your next return is on us. Use this link for an instant exchange." |
| Suspect | "We noticed a higher return rate on your account recently. Here's how our return policy works going forward." |
| Egregious | "Your account has been removed from our standard return program. If you have questions, reply to this email." |
| Pinch-First-Order | Welcome / first-order onboarding email. |
| Pinch-Second-Order | Repeat-buyer thank-you with cross-sell. |
| Returns blocklist | Policy-change notification when a customer is moved to the deny list. |
| Any custom segment | Anything you want to send to a Customer List or workflow-generated segment. |
The Gorgias connection is segment-agnostic. Pinch can send to any segment — VIP, Suspicious, Egregious, custom workflow-generated segments, or customer lists you've built on the Customers page.
How emails are composed
Email bodies come from Email Templates you author in the Pinch dashboard. Variables like {customer_name}, {order_number}, and {RETURN_POLICY_LINK} get interpolated at send time. Pinch hands the rendered email to Gorgias, which delivers it from your configured sender domain and creates the outbound ticket so your agents see it in the customer's history.
How to connect
In the Pinch dashboard, go to Integrations → Customer Support → Gorgias. Authenticate with a Gorgias API key from your Gorgias admin (Gorgias → Settings → REST API). The connection takes effect immediately; Playbook Email actions targeting Gorgias start working on the next segment entry.
What this is NOT
- Pinch does not read your Gorgias tickets, conversations, or agent activity.
- Pinch does not surface risk data inside Gorgias's agent UI (that's a separate roadmap item).
- The Gorgias connection is purely an outbound email channel for Playbook actions.
See also
- Playbooks — where Email actions are configured
- Email Templates — the reusable bodies Pinch sends via Gorgias
- Dixa — the same capability via Dixa if you're on that stack