How to integrate Gorgias and Sendlane

Last updated: March 11, 2025

Overview

You can manage responses to SMS messages sent from Sendlane in Gorgias!

Read on to learn how to install and configure Sendlane's Gorgias integration.

Before getting started

You must have an active Gorgias account to integrate Gorgias and Sendlane

When are tickets created in Gorgias?

Tickets are created in Gorgias when the following conditions are met:

  1. A subscribed contact sends an SMS message to your Sendlane phone number

  2. The SMS message does not contain:

    1. Opt-in keywords

    2. Opt-out or fuzzy opt-out keywords  ( Stop!, Stopp, etc.)

    3. Functional keywords (HELP, INFO)

What happens when my Sendlane phone number receives an SMS message that doesn't create a Gorgias ticket?

Message contains

Outcome

Opt-in keywords

No ticket is created in Gorgias, but the message is visible in the reply center

Opt-out or fuzzy opt-out keywords

If a ticket doesn't already exist for the contact in Gorgias, one will be created. The opt-out keyword will appear in the ticket thread in Gorgias, but the autoresponse from Sendlane will only be visible in the reply center.

Functional keywords ( HELP, INFO)

If a ticket doesn't already exist for the contact in Gorgias, one will be created. The functional keyword will appear in Gorgias, but the autoresponse from Sendlane will only be visible in the reply center.

How will integrating with Gorgias affect my SMS credits?

Inbound messages do not cost credits, but outbound messages do. Outbound messages from Gorgias cost the same in credits as SMS messages sent from Sendlane.

Install the Gorgias integration

To install the Gorgias integration:

  1. Login to Gorgias

  2. Open a new tab

  3. Login to Sendlane

  4. Click the Account icon

  5. Click Integrations

  6. Click the Gorgias card

  7. Click Configure

  8. Click +Setup Integration to be redirected to the Gorgias authorization page

  9. Click Authorize Unapproved App to grant Sendlane access to your Gorgias account.

Uninstall the Gorgias integration

To uninstall your Gorgias integration:

  1. Log into Sendlane

  2. Click the Account icon

  3. Click Integrations

  4. Click the Gorgias card

  5. In the upper right corner, click Remove Integration