• Screen pop customer records: When a call starts, the Gorgias controller looks up the caller by phone number, reuses a cached CRM contact if present, and opens the matching Gorgias customer page in Dialpad using /app/customer/{gorgias_customer_id}.

• Automatic customer creation: If no matching Gorgias customer is found, the integration creates one using the caller’s phone number and, when available, their email, name, and external contact ID.

• Call logging into tickets: After the call, Dialpad either creates a new open Gorgias ticket or appends a new message to an existing open ticket for that customer.

• Agent-aware handling: The integration searches Gorgias agents by the Dialpad agent’s email and uses the resulting agent ID when creating or updating tickets.

• Structured call notes: The ticket message body is created as a phone interaction and includes HTML call-log notes generated from Dialpad call data.

To enable the integration, customers must:

• Have an active Gorgias account.

• Provide the Gorgias base URL plus username and password for authentication.

• Use Basic authentication; the app config and client both define Gorgias with authentication_type: 'basic', and requests are sent with a Basic Authorization header.

• Have a qualifying Dialpad plan.

• Work with Dialpad Professional Services for setup and enablement.

As part of enablement, the Professional Services team will assist with:

• Configuring the Gorgias base URL and integration name.

• Setting up username/password authentication and validating the generated connection.

• Verifying screen pop behavior against customer matching by phone number.

• Testing call logging behavior for both new and existing tickets.

This integration is enabled through Dialpad Professional Services. Your team will help configure the Gorgias connection, validate authentication, and test both screen pop and call logging so the integration is ready for production use.

To get started, reach out to your Dialpad account team or contact [email protected].