---
title: "Gorgias Integration: manage your WhatsApp conversations from your support"
description: "Handle in Gorgias the WhatsApp conversations that need a human: connection, how it works and a dedicated view with the Kanal tag."
url: https://help.getkanal.com/en/articles/105-gorgias-integration-manage-your-whatsapp-conversations-from-your-support
collection: "Integrations"
updated: 2026-10-20
language: en
alternates: [fr-fr]
---

# Gorgias Integration: manage your WhatsApp conversations from your support

Handle in Gorgias the WhatsApp conversations that need a human: connection, how it works and a dedicated view with the Kanal tag.

The Gorgias integration sends the WhatsApp conversations that need a human to your support tool. Your teams reply from Gorgias, alongside your other channels.

## What the integration does

-   Only messages that need a human are sent to Gorgias. Messages handled by an automation or by the AI Agent are not, unless the AI Agent hands the conversation over to a human.
    
-   One ticket per contact. If their ticket was closed less than 7 days ago, it is reopened.
    
-   Messages sent from Kanal (campaigns, automations...) do not appear as ticket messages. On the first transfer, an internal context note includes the recent history, up to 20 messages or 14 days.
    
-   Replies written in Gorgias are sent to the customer on WhatsApp via Kanal. Internal notes and attachments added by the agent are not sent on WhatsApp.
    
-   If the 24-hour window is closed, the reply is put on hold and an invitation template is sent to the customer to restart the conversation.
    
-   Conversations remain visible in the Kanal Inbox.
    

## Connect Gorgias to Kanal

1.  In Kanal, click your team name, then **Settings** > **Integrations**.
    

![](https://staticfiles.gleap.io/ghelparticle/cGkIOCsqY5Kg7weGmwHscimUnBX0H10AMh9FW7Xqu8R2OJUqPRHmVsSmjgYcWtk5JTTBzi0nyUH.png)

2.  Select **Gorgias** and enter your **Gorgias domain name** (the one you use to log in to your support space).
    
3.  You are redirected to Gorgias: log in and authorize Kanal (OAuth connection).
    

Once connected, new conversations that need a human appear in Gorgias.

## Isolate WhatsApp conversations in Gorgias

Each ticket from WhatsApp automatically carries the **Kanal** tag. This tag lets you separate these conversations from the rest of your support and give them a dedicated view.

To create this view in Gorgias: create a new view, add a filter on the **Tag** attribute and select the **Kanal** value. Your teams then have a dedicated queue for WhatsApp, separate from emails and other channels.

> **Warning:** Do not remove the Kanal tag from a ticket: without it, your replies are no longer sent on WhatsApp.

## Disconnect Gorgias

Disconnection is done on request, by email to Kanal support.

> **Info:** **Availability:** the Gorgias integration is included from the Scale plan onwards.