This article explains how to install, configure, and uninstall your Gorgias v2 integration with Aircall. It also outlines the main differences between v1 and v2 to help you understand what to expect when upgrading.
Key differences between v1 and v2
The Gorgias v2 integration introduces several improvements:
- Logs sent and received SMS and MMS
- Displays Insight Cards with Gorgias contact details in the Aircall dialer during calls
- Adds native tag support so Aircall tags appear as Gorgias tags
- Provides operational tags for Team name, Voicemail, Missed Call, Call direction, Callback request, and Called back, allowing more accurate flows, views, and reporting
- Creates tickets through the Phone channel instead of the Aircall channel
- Uses the Gorgias public API, which may be subject to API rate limits
IMPORTANT: The integration relies on the Gorgias public API. If you reach Gorgias API limits, the integration will automatically disable. Check with Gorgias to confirm whether your limits can be increased.
For more details, check our article Gorgias v2 Integration features and limitations.
Before you begin
Review the following prerequisites before starting your installation.
- If reinstalling, remove the previous integration from both Aircall and Gorgias.
- Configure your Aircall number settings in advance, including recordings and call routing.
- At least one Aircall user must have admin permissions in Gorgias, and each phone number must be paired with a user.
- For SMS and MMS logging, the Aircall numbers must be correctly configured and located in a supported country.
You can find more information in our SMS and MMS documentation.
Install the Gorgias v2 integration
The installation must begin from Gorgias.
Steps:
- In Gorgias, go to Settings > App Store > All apps.
- Find the Aircall v2 app and select Connect.
- If you start the installation from Aircall, you will be redirected to the Gorgias login screen.
- Follow the prompts to complete each step of the setup.
- After installation, place a test call to confirm that:
- The call is logged correctly to the Gorgias customer record.
- Insight Card information from Gorgias appears in the Aircall dialer.
Uninstall the integration
You can remove the integration from either platform, but the outcome differs.
Remove from Aircall
Uninstalling the integration from the Aircall Dashboard disables it immediately. It will also be automatically removed from Gorgias.
Remove from Gorgias
If you uninstall the integration from Gorgias, there will be a 24 hour delay before the authorization expires. During this period:
- The integration appears disabled in Aircall.
- You will still need to manually delete it from the Aircall Dashboard.