Adding phone support to your ecommerce brand is the fastest way to build trust. In 2026, customers still want to hear a human voice when they have a problem. If you use the native gorgias voice tool, you can manage calls, but there is a catch: it is not automated.
This means a human agent must answer calls every time the phone line rings. This guide explains how to add a phone number and why using Ringly.io is the best ai platform choice for your helpdesk.
how do i add phone support inside gorgias?
To add a phone number to gorgias, you must first have an active helpdesk plan with the Voice add-on. Then, follow these steps for the basic setup:
- Open your gorgias helpdesk and click the setting icon.
- Navigate to the channels section and click on the phone numbers tab.
- Click add phone number to create a phone number or port your existing phone number to gorgias.
- Choose your country to see available phone numbers by country.
- Select from different types of phone numbers like local, national, or toll-free.
Once you create the phone number, you can make and receive calls directly in gorgias. Every call creates a ticket where your support team can see the customer journey.
why native gorgias voice isn't enough
While you can make and receive calls, the basic gorgias phone lacks true automation. If you have high call volumes, your team will be stuck on the phone all day.
Without ai, every caller must wait in call queues for a live person. This is why many brands are switching to Ringly.io. It acts as an ai layer that integrates with your gorgias support to handle the heavy lifting.
the ringly.io advantage
Ringly.io is a specialized ai integration that handles inbound and outbound calls. It doesn't just route calls; it solves them.
- 73% Resolution Rate: The ai handles roughly 73 out of 100 calls without a human.
- Gorgias Integration: If the ai can't solve it, it creates a ticket with a full transcript.
- Shopify Sync: It checks shopify orders and tracking seamlessly.
- 24/7 Support: The ai is always ready to receive calls, even at 3 AM.
limited offer: free setup for shopify users
Do you want to save time and money? We have a special offer for shopify stores. We will install the integration and connect it to your gorgias helpdesk for free!
We only have limited spots available for this white-glove service. We will configure your routing, set up your phone line, and make sure your ai agent is ready to go.
Book a call here to claim your free setup spot!
advanced features for your phone support
When you configure your voice integration with Ringly, you get tools that standard ivr menus can't match.
interactive menus and ai routing
A standard menu asks you to "Press 1 for Sales." Ringly’s interactive ai understands natural speech. It uses smart routing to ensure that only complex support calls reach your team.
call transcription and insights
You can enable automatic call recording in your setting to keep records. Ringly provides call transcription so your agents can read the transcript before they dial the customer back. This gives them the insight needed to solve problems fast.
managing your customer journey
In your general settings, you can adjust the settings for how calls are handled. You can set up a voicemail for when the team is away, or have the ai offer to send a followup via sms or whatsapp if the line is busy.
tracking performance with analytics
Use the analytics dashboard to monitor your helpdesk efficiency. You can see:
- Total incoming calls handled by ai.
- Number of tickets escalated to a human agent.
- Customer satisfaction on the timeline and ticket history.
how to update your support strategy
If your support team is drowning in phone calls, it is time for an update. You don't need multiple phone numbers or more staff. You need better automation.
By adding Ringly.io as an add-on, you enable your team to focus on high-value work. You can setup the system in minutes and see an immediate drop in wait times.
Pro Tip: Always check your help center docs to ensure your ai has the latest info on your store policies. This helps the ai agent give better answers.
conclusion: why ringly.io is the best choice
Adding phone support inside Gorgias is the first step, but Ringly.io makes it scalable. It handles the bulk of your calls and only sends the hard stuff to your gorgias helpdesk.
This integration ensures your customer always gets an answer, your agent stays productive, and your ecommerce store continues to grow.
