This article applies to Returns V2.
What Gorgias Chat does
Gorgias Chat is a live chat widget. Adding it to your returns portal gives customers a Chat option to reach your support team while they're reviewing their return, instead of leaving the portal to email.
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 — 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 (this article) — adds a live chat widget to your returns portal, giving customers a way to message your support team while making a return.
If you connect both Gorgias Chat and the Gorgias AI Agent integration, the AI Agent can automatically answer return-status questions that come in through the chat widget.
Prerequisites
A Gorgias account with Chat enabled.
Access to your Swap Dashboard Integrations page.
Connecting Gorgias Chat to your returns portal
In your Swap Dashboard, go to Returns → Integrations.
Find the Gorgias Chat integration block and click Connect.
Swap attempts to detect your Gorgias Chat Widget automatically.
If detection succeeds, the chat widget is added to your returns portal and no further action is needed.
If detection isn't possible, a pop-up appears asking you to paste your chat ID: "Paste the ID from your Gorgias chat installation snippet (the value after bundle-loader/)." There is information on how to find the chat ID in the FAQ section of this article.
Once connected, the Gorgias Chat widget appears in your returns portal.
Disconnecting Gorgias Chat
In your Swap Dashboard, go to Returns → Integrations.
Find the Gorgias Chat integration block and click Disconnect.
The chat widget is removed from your returns portal immediately.
Frequently asked questions
Where do I find my Gorgias Chat Widget code?
Where do I find my Gorgias Chat Widget code?
Access My Apps Section
Open Chat Settings
Select the Chat Instance
Click Install with code
Select Website Type
Copy the chat ID
This code is unique to your Gorgias account, so it can't be reused across stores.
Does this affect my existing Gorgias integrations?
Does this affect my existing Gorgias integrations?
No. Connecting or disconnecting Gorgias Chat doesn't affect the Swap x Gorgias ticket-sync integration or the Gorgias AI Agent integration — each is managed separately.
Can I use Gorgias Chat without the AI Agent integration?
Can I use Gorgias Chat without the AI Agent integration?
Yes. Gorgias Chat works as a standard live chat channel on its own. Connecting the AI Agent integration is optional, and only needed if you want automated replies to return-status questions.