Gorgias' AI Agent connects directly with Swap to access real-time return information.
This article applies to Returns V2.
Once connected, the AI Agent automatically replies to customer messages about their returns, reducing ticket volume and response time.
Customer: Hi, can you give me an update on my return for order #1115?
AI Agent: The return for order #1115 is currently being handled by Royal Mail.
The status is label created, and the refund process will begin once the return is received. The tracking number is OY833923910GB.
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.
How it differs from other Gorgias integrations
Swap offers three separate Gorgias integrations. Each does something different, and you can use them independently or together:
Gorgias integration — displays a customer's return and exchange data inside Gorgias tickets, so support agents don't have to switch platforms.
Gorgias AI Agent integration (this article) — lets Gorgias's AI Agent pull live return data from Swap and automatically reply to return-status questions, across any channel connected to Gorgias.
Gorgias Chat integration — adds a live chat widget to your returns portal, giving customers a way to message your support team while making a return.
If you also connect Gorgias Chat, the AI Agent can automatically answer return-status questions that come in through the chat widget.
Step 1: Generate your Swap API key
In your Swap Dashboard, go to Returns → Integrations.
Click Generate API Key.
Copy the token from the popup — it will not be shown again.
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
In Gorgias, head over to the AI Agent menu > Train > Support Actions.
Click on Create From Template
Choose Send return shipping status template
Choose Swap Returns, then Continue
Under Action steps, click on the Swap Returns step and enter Swap Store ID and API Key
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.