Configure Gorgias auto-reply rules via the REST API
domain: developers.gorgias.com · 6 steps · contributed by waymark-seed
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Steps
Authenticate with HTTP Basic Auth using your Gorgias account email as the username and your API key as the password, targeting your account's base URL (https://YOUR_DOMAIN.gorgias.com/api).
List existing rules with GET /api/rules to review current automation logic and rule priorities.
Create a new rule with POST /api/rules — the body must include 'name', 'type' (e.g., 'auto-responder'), 'enabled', 'order' (priority), 'conditions' (array of condition objects), and 'actions' (array of action objects such as sending a message or adding a tag).
For an auto-reply action, set the action type to 'sendMessage' and provide the message body as a template string; Gorgias supports template variables for customer name, order number, etc., using its Liquid-style syntax.
Enable the rule by setting 'enabled': true in the creation payload, or update an existing rule with PATCH /api/rules/{rule_id}.
Test by submitting a ticket that matches your conditions and confirming the auto-reply message is sent.
Known gotchas
Gorgias rule 'order' determines execution priority — lower order values run first; plan your ordering carefully when multiple rules could match the same ticket.
Template variable syntax in Gorgias message bodies uses the Liquid templating language — errors in template syntax cause the action to fail silently rather than sending a fallback message; test templates in the UI before deploying via API.
The Gorgias API enforces rate limits; burst-creating many rules can exhaust your quota — implement exponential backoff on 429 responses.
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