If you are planning (or have already decided) to move your customer success operations from Gorgias to Tidio, this guide will help with the crucial steps. Transferring all your data and integrations might not always be available with a single click of a button, but we want to make it as straightforward as possible with a helpful list covered below.

 

For a general comparison of Gorgias and Tidio, please see this resource!

 

In this article, you will learn:

 

 

Connecting mailboxes with Tidio

 

In Tidio, all your email and ticketing needs are covered in Settings > Email. There, you can connect multiple external mailboxes (Gmail, Outlook, or other) with your Tidio project, and receive all your incoming emails in your Tidio Inbox as tickets.

 

An envelope icon representing email.

 

If you've been using any external mailbox forwarding in your Gorgias account, you can achieve the same in Tidio. You can also verify your own domain and set up different sender addresses - in the Domains and Sender address tabs of Settings > Email. You can learn all about connecting your mailboxes with Tidio in our guide here, and find the whole setup in a nutshell in Ticketing - a quick setup.

 

 

Integrating your Shopify store with Tidio

 

If you've used Gorgias with a Shopify store, you can connect the same store with Tidio. Using our dedicated Tidio app from the Shopify Marketplace allows full integration, giving you access to several Shopify-exclusive features - such as viewing your customers' order history, automatically importing new Tidio contacts as customers on your store, or recommending specific products from your catalog while chatting. We also offer a few specialised Flows (automations) that can enhance your Shopify-related support, e.g. by offering store discounts or helping avoid cart abandonment.

 

A flag icon.

 

To gain access to these functionalities, you need to integrate your Tidio project with Shopify. You can find all the steps detailed in our integration guide here. Another useful resource is our Shopify FAQ, which you can find here.

 

 

Integrating Facebook, Instagram, and WhatsApp with Tidio

 

Tidio offers integrations with Facebook Messenger, Instagram, and WhatsApp. These allow you to receive all your incoming messages directly in Tidio, where you can respond to them quickly, all from one place.

 

A puzzle piece icon representing integrations.

 

The integrations are simple to implement, but require several conditions to be met. We recommend starting with your Facebook Messenger integration (which allows you to connect several different Facebook Pages), and move on to connecting Instagram and WhatsApp in further steps. 

You can find our Facebook Messenger integration guide here; our Instagram integration guide is located here; and the WhatsApp integration guide can be found here.

 

 

Installing Tidio on your website

 

If you are not using Shopify as your website platform (where we have a dedicated Tidio app for full integration, as covered earlier), there are other methods of installing Tidio on your website. These methods are different based on the platform you're using, whether it's WordPress, WooCommerce, Squarespace, or others; you can also install Tidio on a custom-built website, of course.

 

Two overlapping speech bubbles forming the Tidio logo.

 

You can see our detailed installation guides listed here. Please note that you can also install Tidio manually (with JavaScript code) on almost any website, and the steps for that in particular can be found in this specific guide.

 

 

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Please note: the methods described below rely largely on the available API documentation from both Gorgias and Tidio, and may require either developer knowledge from your team, or direct help from ours (which is available exclusively to Plus subscribers).

 

 

Migrating ticket data from Gorgias

 

In Tidio, tickets are managed within the Inbox - a tool within your Tidio account that lets you manage incoming chat messages or emails and respond to them. We offer ticket migration as a service to subscribers of our tailored Plus package.

 

A ticket icon with a checkmark.

 

Gorgias allows you to export all your most relevant ticket data into a CSV file; this data does not include the actual ticket bodies (text content of your communication), though. This method allows you to gather data such as ticket tags, assignees, statistics, and other. You can find more information on exporting the available data in this official Gorgias article.

Gorgias offers an alternative way to export your tickets - including ticket messages. This can be achieved via API, which is documented in detail on the Gorgias developer portal. This method requires more advanced developer knowledge, but should allow you to export your Gorgias tickets fully (and will prove useful for other exports later as well).

Plus subscribers can take advantage of our dedicated team's services which can help with migrating all your necessary data into your Tidio account.

 

 

Migrating contacts from Gorgias

 

We offer a practical way of importing your existing contacts. In Tidio, all basic customer data is stored in the Customers section (under All contacts), and can be browsed whenever needed. To bring your list in, simply hit the Import from file button there (on a Shopify store, it's Import > Import from file) and upload a CSV file. You can learn more about importing your contacts list in our guide here.

Naturally, we are able to help you import your contacts directly if you are a Plus subscriber.

 

A contact card icon with a person silhouette.

 

Unfortunately, Gorgias doesn't allow exporting contacts as CSV (as of yet, at least). However, API can be used for this purpose. It requires developer knowledge, as mentioned earlier, but can prove very useful. You can find all the relevant API documentation on the Gorgias developer portal.

Plus subscribers can take advantage of our dedicated team's services, and receive direct help with importing their Gorgias contacts into Tidio.

 

 

Migrating macros from Gorgias

 

In Tidio, macros go by the same name - Macros - and you can use them during live chats or in tickets, right in the Inbox. They can be very useful for quickly accessing common responses when you're communicating with customers. Macros can be created manually in Settings > Macros, which means you can copy your Gorgias macros one-by-one if necessary (you can learn all the details on creating and managing macros from our guide).

For Plus subscribers, however, we offer a service where all your macros can be imported into Tidio in a much smoother fashion.

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Please note: Macros are available on the Growth plan and above (see Which upgrades do I need?).

 

An icon of three squares and a diamond.

 

You can export all the macros you have on your Gorgias account with the Export Macros as CSV option. This also lets you update your macros if necessary - after you export them from Gorgias, and before creating them into Tidio. Here is the official Gorgias guide for exporting macros with this method.

An alternative way of exporting macros is to use the available Gorgias API. It requires developer knowledge, but can prove practical for gathering all your relevant data. You can find all the necessary API documentation on the Gorgias developer portal.

As with tickets and contacts, Plus subscribers can take advantage of our team's services with migrating all your macros from Gorgias to Tidio.

 

 

Further reading