How to enable and use Growave's Review and Question reply widgets in Gorgias
Growave’s integration with Gorgias lets you reply directly to product reviews and questions from Gorgias tickets. This guide covers how to reconnect the integration and use the widgets for quick, seamless replies.
Reconnect Growave with Gorgias (if connected before 19 September 2024)
Log in to your Growave account, navigate to the integrations settings, and find Gorgias in the list.
If you were connected to Gorgias before 19 September 2024, disable the integration first:
To re-enable the connection between Growave and Gorgias, click the "Enable" button:
Go to your Gorgias account and copy the account name from the URL address:
In the modal window that appears, type in your Gorgias account name and click Connect:
Once successfully reconnected, the widgets for sending review or question replies will appear in Gorgias tickets.
Use Growave widgets in Gorgias
After reconnecting Growave with Gorgias, you can use the new widgets to reply to reviews or answer customer questions directly from the ticket interface.
Respond to a ticket
Write and submit your response to the ticket in Gorgias as usual.
After submitting the ticket reply by clicking the "Send" button in the Gorgias ticket editor, wait up to 10 seconds for the corresponding Growave widget to activate.
Select the correct widget:
- For Review tickets, click on the "Publish Review Reply" button.
- For Question tickets, click on the "Publish Answer" button.
NOTE: When replying to a review, the "Publish Answer" button will be marked as [Not applicable], and when answering a question, the "Publish Review Reply" button will be marked as [Not applicable]. This ensures that you select the correct button based on the ticket type.
Review reply content and set status
A modal window will pop up, allowing you to review the content of your reply. The reply text will be displayed in the "Reply body / Answer body" field. Change the reply text if required:
For reviews: Choose the reply status (either Public or Private).
NOTES:
A public reply is visible to all visitors on your storefront, allowing customers to see your response to a review. It can help build trust and transparency by addressing customer feedback openly.
A private reply is only visible to the customer who submitted the review. This is useful for resolving sensitive issues or providing personalized responses without displaying them publicly.
For questions: Choose whether the answer is Published (True/False).
Execute the reply
Once you’ve confirmed the content and status, click the "Execute" button. Your reply will be automatically sent to Growave and displayed on your storefront according to the selected status.
This integration streamlines the process of responding to customer reviews and questions, making it seamless to update your store content without leaving Gorgias.
If you have any questions or need further assistance, please contact our support team at support@growave.io or use the chat icon in the bottom-right corner. We're here to help! 🤗