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Gorgias AI Agent Integration (Returns V2)

G
Written by Guido Kaspers
Updated over a month ago

Gorgias’ AI can now connect directly with Swap to access real-time return information.

Once connected, the AI agent can automatically reply to customer messages about their returns — reducing ticket volume and response time.

This integration lets your support team focus on complex issues while Gorgias handles the repetitive return-status questions.

How it works

After you connect Swap to Gorgias:

  • Gorgias AI can pull live return data from your Swap account.

  • The AI automatically replies to customers with information such as:

    • Return status (e.g. created, in transit, completed)

    • Courier and tracking number

    • Refund progress

    • Arrival and processing updates

Gorgias only has read-only access to your Swap data. It cannot edit or create returns.

Step 1: Generate your Swap API key

  1. In your Swap Dashboard, go to Returns → Integrations.

  2. Click Generate API Key.

  3. Copy the token from the popup — it will not be shown again.

  4. Paste it into the Gorgias integration setup screen.

Note: API keys cannot be revoked or regenerated via the dashboard. Contact Swap Support if you need a new one.

Step 2: Request your Swap Store ID

Your Store ID is required to complete the setup.

Please contact Swap Support through the widget in your dashboard and request your Store ID.

Include your store name and Shopify domain to speed up the process.

Step 3: Connect Swap to Gorgias

  1. In Gorgias, head over to the AI Agent menu > Train > Support Actions.

  2. Click on Create From Template

  3. Choose Send return shipping status template

  4. Choose Swap Returns, then Continue

  5. Under Action steps, click on the Swap Returns step and enter Swap Store ID and API Key

  6. Click Create Action

Once complete, Gorgias will begin pulling return data from Swap automatically.

Troubleshooting

Issue

Possible Cause

Solution

No return data showing

Wrong Store ID or data sync delay

Confirm your Store ID with Swap Support

Lost API key

Keys cannot be retrieved

Contact Swap Support to issue a new key

Frequently Asked Questions

Can Gorgias modify my Swap data?

No. The integration is read-only. Gorgias can only display return data.

Does this work with all Swap accounts?

Yes. The integration supports all merchants using Swap Returns V2.

Can I test this before going live?

Yes. You can use a test return in your Swap dashboard to confirm the data appears correctly in Gorgias.

Need help?

If you need help retrieving your credentials or connecting Swap to Gorgias, contact Swap Support through the chat in your dashboard.

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