How to Integrate Attentive / Postscript (SMS) with Gorgias

What "SMS as a Gorgias channel" really means

The core idea is simple: your SMS marketing tool keeps owning campaigns and opt-ins, and Gorgias becomes the place your team replies from. When a subscriber texts your dedicated number, the integration pushes that message into Gorgias as a ticket. An agent answers inside Gorgias exactly as they would an email, and the outbound reply is delivered back to the customer over SMS through the marketing platform's number.

Two things follow from that design. First, this is fundamentally inbound-triggered — the customer has to text first. Neither Attentive nor Postscript lets you cold-start an SMS conversation from the Gorgias helpdesk; SMS here is a support reply channel, not an outreach one. Second, because the message arrives as a normal ticket, everything Gorgias already does — Rules, tags, macros, the customer sidebar with Shopify order data — applies to it. If you're still deciding whether Gorgias is the right desk for this at all, what is Gorgias covers the ecommerce-first fundamentals.

Attentive vs Postscript: which path you're on

You don't choose an "SMS integration" in the abstract — you connect the specific platform you already run campaigns on. The two most common are Attentive and Postscript, and their setup flows and behavior differ enough to matter.

The last row is worth being upfront about: in the Gorgias account we set this up in, the App Store surfaced Attentive but not Postscript. Availability of a given SMS app in your directory varies by region, plan, and partner, so treat both paths below as reference and confirm against your own App Store.

Setup path A — connect Attentive SMS Marketing

Attentive connects from inside Gorgias. Per the Gorgias Attentive SMS Marketing integration docs, the flow is:

1. In Gorgias, go to Settings → App Store → All Apps and search for Attentive SMS Marketing.
2. Open it and click Connect App. This is the connect/authorize screen shown below — not a live SMS thread yet.
3. Log into your Attentive account when prompted, enter your Gorgias subdomain, and authorize the connection.
4. Confirm the connection created two Attentive HTTP integrations under Settings → App Store → HTTP Integration → Manage — Attentive needs space for two, so make sure your integration count has room.
5. In Attentive, configure the support/confirmation keyword so subscriber replies route to support rather than a campaign flow.
6. Test: text your dedicated number, wait a few minutes for both systems to sync, and confirm a ticket appears in Gorgias.

Once it's live, here's what actually lands in the ticket. Incoming SMS tickets are created via the email channel and stamped with an Attentive Tag, so agents can filter and view them as a distinct SMS stream. Customer information merges into existing Gorgias contacts when the phone number matches, and the 10 most recent messages from the last 5 days display in the ticket's history for context. One configuration detail the docs stress: exclude the Attentive Tag from any auto-reply Rules, because those Rules don't actually reach the customer on Attentive tickets and will only create noise.

Setup path B — connect Postscript

Postscript connects from its side, using your Gorgias REST API credentials. Per the Gorgias Postscript integration docs:

1. In Gorgias, open Settings → REST API and copy your Base API URL and Username.
2. In the Postscript dashboard, click Apps and select Gorgias.
3. Under Account Details, paste your Gorgias URL and Username; add your account name (subdomain) under Authentication.
4. Click the OAuth button and authorize the connection.
5. Enable the toggle to activate the integration.
6. Decide whether to turn on Auto-Create Tickets, which "automatically creates tickets in Gorgias for every SMS response you receive from your shoppers." Leave it off if you'd rather hand-pick which replies become tickets.

Postscript's model has a couple of ecommerce-friendly touches. Shoppers can send images and GIFs, and those are visible in Gorgias (one-way — you receive them but can't reply with an image). For merchants running multiple stores, Postscript supports multiple accounts in one Gorgias instance, and you can differentiate them with Gorgias Rules that tag tickets based on the store name in the subject line. One quirk to plan for: a closed ticket reopens if the customer replies within 24 hours, so a "done" WISMO thread can spring back to life.

What SMS looks like in a real ecommerce queue

Put together, the payoff is that texting becomes just another lane in your existing workflow. A shipping-confirmation SMS gets a "did this actually ship?" reply — it opens as a ticket with the customer's order already in the Shopify-powered sidebar, the agent glances at the tracking, and answers. A subscription customer texts "skip my next box"; a return question comes in as "the shoes are too small." Because these route through Gorgias, they inherit your macros, your priority Rules, and your SLA views — you're not babysitting a second inbox in the marketing tool. SMS also slots cleanly alongside the other channels covered in our roundup of the best Gorgias integrations.

The honest limits — and where an AI layer picks up

The native SMS integrations are solid at the one job they're built for: getting inbound texts into Gorgias and replies back out over the same number. But be clear-eyed about the edges.

Both platforms are inbound-only for initiation — you cannot start an SMS from Gorgias, so proactive "your order is delayed" outreach still lives in the marketing tool. Media is one-way: shoppers can send you a photo of a damaged item, but you can't text one back. Auto-reply Rules are unreliable on these tickets — on Attentive tickets the docs are explicit that auto-replies don't reach the customer, so the fast-lane automation you rely on for email doesn't map cleanly to SMS. And the tickets themselves have quirks — Attentive tickets shouldn't be merged, Postscript tickets reopen on a 24-hour window — that a manual queue has to work around.

None of that is a knock on the integrations; it's just that they move messages, they don't answer them. That's the seam where an AI agent layer fits. The category of AI agents for customer service exists to do the reading-and-writing work the pipe can't. Macha runs on top of the Gorgias you already use as a native connector — it is not a replacement help desk. Once an SMS becomes a Gorgias ticket, Macha can read the thread, look up live order or subscription status through a custom tool that wraps your REST API, and draft or send a grounded reply that goes back to the customer over the very same SMS number — because it's answering in Gorgias, not bolting on a new channel. That's the same pattern we detail in the Macha–Gorgias integration overview, and it means the WISMO text a shopper sends at 11pm can get a correct, tracking-aware answer without an agent awake to write it.

The clean division of labour: let Attentive or Postscript own delivery and opt-ins, let Gorgias be the unified queue, and layer an agent on top for the part neither of them does — actually resolving the message. Macha's credits are consumed per AI action, not per resolution — see the pricing breakdown — so an SMS answered, an order looked up, and a tag applied each count as work done rather than a flat per-ticket fee.

FAQ

Can I start an SMS conversation with a customer from Gorgias? No. Both Attentive and Postscript are inbound-initiated — the shopper must text your number first before a ticket exists. Proactive outbound SMS campaigns still run from the marketing platform; Gorgias is where you reply from.

Where do I connect each SMS platform? Attentive connects from inside Gorgias at Settings → App Store → All Apps → Attentive SMS Marketing → Connect App. Postscript connects from the Postscript dashboard under Apps → Gorgias, using your Gorgias REST API Base URL and Username plus an OAuth authorization.

Does the customer's Shopify order show up on an SMS ticket? Yes — because the SMS arrives as a normal Gorgias ticket, the customer sidebar populates with order and account data just like an email ticket, provided the phone number or contact matches. That's what makes answering WISMO texts fast.

Can I send images back over SMS? Not through these integrations. Postscript makes inbound images and GIFs visible in Gorgias, but media is one-way — you can receive a shopper's photo, you can't reply with one.

Can Macha answer SMS tickets automatically? Yes. Once an SMS is a ticket in Gorgias, Macha's AI agents can read it, fetch live order or subscription status through a custom tool, and draft or send the reply over the same number — all inside Gorgias, without replacing your help desk or your SMS platform.

Ready to turn inbound texts into answered tickets instead of a second inbox to watch? Start a free trial of Macha and connect it to your Gorgias in minutes.