A complete guide to Gorgias phone integration in 2025

Let's be honest, phone support can feel like the wild west of your helpdesk. Your team is crushing it with emails and live chats in Gorgias, keeping every customer conversation neatly organized. But then the phone rings. Suddenly, an agent is scrambling for a notepad, asking the customer to repeat their order number for the third time, and trying to piece together their support history on the fly. That phone call lives on an island, totally cut off from the tidy, unified customer view you've worked so hard to build.

If that chaos sounds even a little familiar, a Gorgias phone integration is what you're looking for. It’s the piece of the puzzle that finally brings your voice calls into your helpdesk, turning them into just another trackable, manageable conversation.

This guide will walk you through what these integrations are all about, the best options out there, some of their hidden downsides, and how you can add a layer of AI to turn your phone support from a manual headache into a smooth, automated workflow.

What is a Gorgias phone integration?

Gorgias is a beast for e-commerce customer service, but one thing it doesn't have out of the box is a phone system. A Gorgias phone integration fixes this by connecting a separate Voice over IP (VoIP) service directly into your helpdesk.

Basically, the integration lets your agents make and receive calls without ever having to leave the Gorgias interface. More importantly, it automatically creates a ticket for every single call, whether it's answered, missed, or goes to voicemail. This means your phone channel stops being a black box of untracked conversations.

The Gorgias dashboard, where a phone integration would bring voice calls into the main ticketing view.

You’ve got two main ways to get this done:

1. Gorgias Voice: The platform’s own add-on for basic phone features.

2. Third-Party VoIP Apps: Connecting a specialized phone service like Aircall, JustCall, or CloudTalk that comes with more bells and whistles.

No matter which path you choose, the goal is the same: treat phone calls just like emails and chats to create one seamless timeline of every conversation you have with a customer.

Key features and benefits of a Gorgias phone integration

The right integration does more than just let you answer calls, it weaves your phone support into a smarter, more efficient operation. It helps you move from a messy, disconnected process to one that’s streamlined and gives your agents the context they need.

Here’s what you can expect:

• A single timeline for every conversation: This is probably the biggest win. Every inbound call, outbound call, and voicemail automatically creates a Gorgias ticket. You get a complete, chronological history of every customer interaction, all in one spot. No more guessing if a customer called before they sent that angry email.

• Click-to-call for faster outreach: Agents can click any phone number inside a ticket or customer profile to start a call instantly. It’s a small thing, but it saves a surprising amount of time and stops the annoying back-and-forth of switching apps or manually dialing numbers.

• Conversations with full context: When a call comes in, the integration can pop up the customer's profile and their entire ticket history. Your agent immediately knows who they are, why they last got in touch, and what they’ve ordered. This means less time asking repetitive questions and more time actually solving their problem.

• Automatic call logging and recording: Calls get logged automatically with details like who called, when, and how long the conversation was. Most integrations also let you record calls and attach the audio file right to the ticket. This is incredibly useful for quality control, training new agents, and sorting out any disputes.

Gorgias phone integration options

Choosing the right tool really comes down to your team's size, how many calls you handle, and the specific features you can’t live without. Let's break down the most popular choices you'll find in the Gorgias App Store.

Gorgias Voice: The native add-on

Gorgias Voice is the most direct way to add phone support to your helpdesk. Since it’s made by Gorgias, it’s designed to slot right into your existing workflow without much setup. You can create call queues to direct callers, build simple IVR menus ("Press 1 for sales..."), and even get transcripts of your calls.

• The good: It’s tightly integrated, so the experience feels native. The setup is simple and managed entirely within Gorgias, and it covers the basic phone needs for most smaller teams.

• The not-so-good: It isn't a full-blown phone system, so it’s missing the more advanced features you'd get from a dedicated VoIP provider. The pricing is also an add-on to your existing plan, and it locks you into the Gorgias ecosystem.

Third-party VoIP integrations

These are specialized cloud phone systems that connect to Gorgias. They tend to pack a much bigger punch when it comes to phone-specific features, making them a solid choice for teams with higher call volumes or more complex routing needs. Some of the go-to options are JustCall, CloudTalk, and Aircall.

• The good: You get access to powerful features like power dialers for sales teams, tons of international number options, and much more detailed call analytics. Plus, you can use the phone system with other tools your business relies on, not just Gorgias.

• The not-so-good: You'll be managing (and paying for) a whole separate subscription. The quality of the integration can sometimes vary, and it might not feel quite as smooth as the native Gorgias Voice option.

Feature	JustCall	CloudTalk	Aircall
Primary Use Case	All-in-one calling & SMS	Sales & support teams	General business calling
Key Features	SMS campaigns, call scheduling	Power dialer, sentiment analysis	Call conferencing, skill-based routing
Ticket Creation	Automatic for calls & SMS	Automatic for calls & SMS	Automatic for calls
Click-to-Call	Yes (via Chrome Extension)	Yes	Yes
Pricing Model	Per user, per month	Per user, per month	Per user, per month

Limitations of traditional Gorgias phone integration

While these integrations are a huge step up for logging your calls, they only solve part of the problem. The call ends, but the agent's work is just getting started. This is the hidden manual work that these tools don't really touch.

• The post-call busywork doesn't disappear: The integration logs the call, but it has no idea what was discussed. Agents still have to spend precious minutes manually summarizing the conversation, tagging the ticket with the right topic (like "return" or "damaged item"), and drafting follow-up emails. The tool captures the event, but none of the substance.

• There's no real intelligence: A standard integration can't tell you why people are calling. It can't detect if a customer was getting frustrated, if they mentioned a specific product that's causing problems, or what the final outcome of the call was. This makes it impossible to spot trends or run useful reports on your call topics.

• Knowledge gets trapped in audio files: All the useful information shared during a phone call is basically locked inside a recording. It's completely disconnected from your help center articles, macros, and past ticket resolutions. This means the next agent, or even an AI bot, can't learn from that conversation to solve similar problems faster in the future.

Supercharging your Gorgias phone integration with AI

So, how do you fix this without ripping out your helpdesk and starting from scratch? You add a smart AI layer on top of your existing setup that automates all the manual work that phone integrations leave behind.

An AI platform like eesel AI connects directly to Gorgias and all your other knowledge sources in just a few minutes. It turns your standard phone integration into an intelligent automation machine.

• Bring all your knowledge together, including call insights: eesel AI doesn't just read your help center. It analyzes everything: past tickets, macros, Google Docs, and yes, even the transcripts from your phone calls. This allows its AI Copilot to draft incredibly accurate, context-aware replies for agents that are based on your team's entire shared knowledge.

• Automate post-call workflows the smart way: Instead of an agent manually tagging a ticket after a call, eesel's AI Triage can analyze the call transcript to automatically apply tags like "return_request" or "shipping_issue", set the ticket's priority, and send it to the right team for follow-up. That alone can free up hours of your team's time every single day.

• Test drive your automation before you go live: This is where a true AI platform really shows its value. eesel AI has a simulation mode that lets you test how it would have handled thousands of your past tickets, including those generated from phone calls. You can see its potential resolution rate and get a clear forecast of your ROI before you ever turn it on for live customers. It’s a risk-free way to embrace automation, which is something no traditional phone provider can offer.

eesel AI's simulation mode showing how it would have handled past tickets, a key feature for testing AI with a Gorgias phone integration.

Gorgias phone integration pricing

It helps to know the full cost before you jump in. Here’s a quick look at how the different options compare.

• Gorgias Voice: This is an add-on to your main Gorgias plan. The cost is based on usage and the ticket volume you choose. This is on top of your base subscription, which could be anywhere from the Starter plan ($10/mo) to Pro ($300/mo).

• JustCall: Their pricing is pretty straightforward and based on users. The Team plan is $29/user/month, and the Pro plan is $49/user/month (if you pay annually).

• CloudTalk: Pricing usually follows a similar per-user, per-month model, but you often need to chat with their sales team to get a specific quote for what you need.

• eesel AI's transparent pricing: In contrast, eesel AI's pricing isn't based on how many support agents you have, which can get pricey as your team grows. Instead, plans are based on the number of AI interactions. The Team plan starts at $239/month (billed annually) for 1,000 AI interactions, and the Business plan at $639/month includes 3,000 interactions and unlocks powerful features like training on past tickets. This gives you predictable costs that scale with the value you get from automation, not with your headcount.

The future of Gorgias phone integration is intelligent

A Gorgias phone integration is a must-have for any modern support team that wants all its customer conversations in one place. It brings a sense of order to the chaos of phone support and gives you a complete picture of the customer journey.

But just logging calls is only step one. The real leap forward in efficiency happens when you add an AI layer to automate post-call tasks, understand what's being said in conversations, and give your agents the right information instantly. A traditional integration records what was said; an AI platform understands it and helps you act on it.

Ready to move beyond simple call logging and start automating your support? Try eesel AI for free and see how it can level up your Gorgias helpdesk in a matter of minutes.