SMS

Fresh

by Gorgias

SMS inbound messaging channel integrated into shared ticketing inboxBrands where customers prefer texting support but agents need all channels in one queue without a separate SMS tool

Inbound SMS support channel that routes text messages into the shared helpdesk inbox alongside email, chat, and social channels.

Features

Omnichannel inbox (email, chat, SMS, voice, WhatsApp, Instagram, Facebook)all plansShopify / BigCommerce / Magento / WooCommerce native integrationall plansIn-ticket order actions (cancel, refund, discount, edit)all plansAI Agent autonomous ticket resolutionpaid onlyShopping Assistant proactive AI chatpaid onlyShopping Assistant image analysis for product recommendationspaid onlyReal-time AI coaching for human agentspaid onlyAI summaries on customer timelinepaid onlyAI & Automation analytics dashboardpaid onlyAutomation rules and workflowsall plansTicket routing and auto-assignmentall plansSLA policies with tag and ticket-field filteringpaid onlyBuilt-in multilingual translationpaid onlyVisual IVR call routingpaid onlyRevenue attribution reportingpaid onlyTicket message content export from reporting drill-downspaid onlyStatistics APIpaid onlyMCP (Model Context Protocol) integrationpaid onlyOAuth2 authentication for HTTP integrationsall plans300+ third-party integrations (Klaviyo, Recharge, Yotpo)all plansMulti-store management with store-specific views and reportsenterprise onlyHelp center / knowledge base with AI Agent article controlpaid onlyCSAT trackingpaid only

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