Step-by-Step Guide: How to Integrate Dondy with Gorgias

Learn how to easily connect Dondy with Gorgias. This step-by-step guide helps you streamline customer support, automate workflows, and boost efficiency:

Step 1: Open the Gorgias App Store from Settings

• In your Gorgias dashboard, go to Settings → App store.

• Use the search bar at the top-right and type Dondy to find the app.

Gorgias App Store

Step 2: Search for and Select the Dondy App

• From the search results, click on the Dondy app.

• This will open the app’s details page where you’ll see a button to Connect App.

Click the Connect App button to proceed.

Step 3: Redirected to the Shopify Dondy & Gorgias Connection Page

• Once you click Connect App, you’ll be redirected to the Shopify Dondy & Gorgias integration page.

On the Shopify integration page, click the Connect button to initiate the connection between Dondy and Gorgias.

Step 4: Approve the App Connection Request and Grant Permissions

• A new window will appear asking you to authorize the app.

• Dondy will request access to:

  • Customers (read & write access)

  • Tickets & Ticket Views (read & write access)

  • All Resources (read & write access)

• Review the permissions carefully, then click Authorize unapproved app to continue.

• Once authorized, the Dondy app will be connected to Gorgias

Step 5: Disconnect the Integration Anytime (Optional)

• If in the future you want to disconnect Gorgias from Dondy, you can do it from the same page.

Simply click the Disconnect button, and the integration will be removed.

Step 6 :Bi-Directional WhatsApp Message Sync Between Gorgias and Dondy

After the connection is established, whenever a customer sends a WhatsApp message, it will appear in the Dondy chat application. At the same time:

• A new customer is created in Gorgias (if the customer does not already exist).

• A new ticket is generated in Gorgias.

• The incoming message is added to that ticket.

Similarly, when the merchant sends a reply from Dondy, it is automatically synced as a new message in the Gorgias ticket. Conversely, when a new message is created in Gorgias, it is synced back into the Dondy chat application and it will send WhatsApp messages to customer.

Step 7: Auto-Close Conversation in Dondy When Gorgias Ticket is Deleted

When a ticket is deleted in Gorgias, the linked conversation in Dondy is automatically marked as Closed. This keeps both systems in sync and prevents merchants from replying in Dondy to a conversation that no longer exists in Gorgias.