Gorgias Flows

"Flows are the bridge between automation and personalization, ensuring every customer feels heard and helped, around the clock."

In the fast-paced world of ecommerce, providing efficient and personalized customer support can be challenging. Gorgias' new feature, Flows, is a game-changer in this realm, offering a blend of automation and personalization to enhance customer experiences.


What are Gorgias Flows?

Flows are an innovative feature within the Gorgias platform that allows businesses to automate customer conversations while keeping them personalized and relevant. This feature is part of the Automation Add-on and is designed to interactively engage customers by inquiring about their preferences, location, and specific needs, ensuring that the responses they receive are tailored to their unique requirements.


Key Benefits of Using Flows

  1. Personalized Customer Interaction: Flows gather information about customers, like their location, preferences, and purchase history, to provide the most relevant and helpful answers.
  2. Multichannel Availability: Customers can access Flows through various channels including chat widgets, the Help Center, and contact forms, enhancing the flexibility and reach of customer support.
  3. Diverse Applications: You can use Flows for various purposes like product recommendations, sizing guides, and policy information, making it a versatile tool for different aspects of customer support.
  4. Efficiency for Support Teams: By handling repetitive inquiries, Flows allow support agents to focus on more complex issues, improving overall efficiency and customer satisfaction.
  5. 24/7 Service: Flows operate round the clock, providing constant support to customers and ensuring that their queries are addressed anytime, improving the customer experience.


How to Create and Implement Flows

Creating a Flow involves a few straightforward steps:

  • Start by accessing the Automate section and selecting Flows.
  • Customize your Flow by adding various steps like multiple-choice questions or automated responses, depending on the specific needs of your interaction.
  • Once created, you can save your Flow as a draft or publish it immediately, making it available to your customers on selected channels.


Recent Enhancements to Flows

Gorgias has introduced some notable improvements to Flows in the past several months. Here are a few of our team's favorites:

  • Order Selection Step: This feature allows customers to select specific orders when seeking support, streamlining processes like returns or issue reporting.
  • Variables in Flows: This enhancement enables the integration of collected data into automated conversations for more context-aware interactions.



Gorgias Flows represent a significant step forward in customer support automation. By combining the efficiency of automation with the personal touch of human interaction, Flows empower ecommerce businesses to provide exceptional customer service, thereby enhancing customer satisfaction and loyalty.