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Gorgias

Send every BigCommerce event to Gorgias, server-side

Q: How do I check that BigCommerce events are reaching Gorgias?

Open Gorgias › open any ticket. The customer sidebar should show the full order history rather than a single order.

Q: Will a customer be asked twice about one order?

No. One purchase, one request, even when the order is amended.

Q: How long does it take to connect BigCommerce to Gorgias?

Most brands are live in under 20 minutes. Once BigCommerce is connected, every destination receives the same resolved events, Gorgias included.

Each event is resolved to a person against a 750M+ device graph before it reaches Gorgias, so every touchpoint lands against one customer, not a fragment of one.

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US device IDs in the graph: 750M+
Match rate on events: 90%+
Identity window, per customer: Lifetime
Most brands are live: <20 min

How it flows

How a BigCommerce event reaches Gorgias. Captured on the server, resolved to a person, then sent.

01 Capture

Captured from BigCommerce

Server-side capture of BigCommerce storefront and checkout events, resolved and forwarded downstream.

See the BigCommerce integration

BigCommerceWhat it sends

order_idBigCommerce order
email / phonecheckout contact
customer_idBigCommerce customer record
productscatalog items on the order
total_inc_taxorder value

02 Understand

Resolved to one person before it leaves

Every BigCommerce event is matched against a 750M+ device graph, so a phone browse and a desktop checkout resolve to one customer rather than two strangers.

How resolution works

Resolved before it is sent

IdentityMatched against a 750M+ device graph, so a phone browse and a desktop checkout resolve to one customer.
customer_typeNew or returning, resolved before send.
DeduplicationOne purchase, one request, even when the order is amended.
Bot and fraud filteringFraudulent orders never enter the request queue.

Post-purchase timing is the whole product. These controls exist so requests go to the right person at the right point.

03 Activate

Delivered to Gorgias

Give support the resolved customer: every order and touchpoint attached to one profile.

See the Gorgias integration

GorgiasWhat it receives

email / phonematch the ticket to a customer
order historygive the agent context
external_idone profile, not three

The catch

BigCommerce customer records exist for account holders.

Everyone else arrives as a one-off order with no prior context attached.

Where to check in GorgiasDelivery you can audit

Gorgias open any ticket

The customer sidebar should show the full order history rather than a single order.

What changes

What changes when BigCommerce feeds Gorgias. Two gains on the Gorgias side, two on the BigCommerce side.

Gorgias

Server-side delivery

Events reach Gorgias through its server API rather than the browser, so ad blockers and ITP don’t cost you conversions.

Gorgias

Identity-resolved events

Events sent to Gorgias carry the resolved customer whenever Upstack can identify one, matched against a 750M+ device graph.

BigCommerce

Every event, server-side

Storefront and checkout events are captured from BigCommerce on the server, independent of the browser.

BigCommerce

One setup, every destination

Connect BigCommerce once and forward to every ad platform, email tool and warehouse you run.

Setup

Live in under 20 minutes.

Connect BigCommerce once and every destination, Gorgias included, is forwarded the same resolved events.

Upstack dashboardExample

BigCommerce Data source Connected

Gorgias Destination Healthy

Read the full Gorgias setup guide

01

Connect BigCommerce

Server-side capture of BigCommerce storefront and checkout events, resolved and forwarded downstream.
02

Add the Gorgias destination

Under Destinations, add Gorgias. Every resolved BigCommerce event is then forwarded to it.
03

Check delivery to Gorgias

Trace any request back to the order and customer it came from.