Loop Voice for Gorgias: escalated calls and texts become Gorgias tickets

An escalated call opens a ticket in Gorgias as well as in Loop Voice, and the Gorgias one carries the AI summary, the order and the recording. Text threads the AI hands to your team become Gorgias tickets too.

A call becomes a ticket when the agent can't resolve something. Built-in rules also stop or escalate calls on negative sentiment, complex refunds, and legal or medical questions. If a caller asks for a person during the support hours you set, the agent can transfer them to your team's number and brief whoever answers; the ticket opens if nobody picks up within the ring time (10 to 60 seconds) or the call comes outside those hours.

Gorgias details come from its guide to Gorgias Voice, its Voice product page and its AI Agent setup guide, checked Nov 5, 2026; none describes Gorgias's AI answering calls.

If a few calls a week come in during business hours and each needs judgment, Gorgias Voice alone is enough. Add Loop Voice for the hours nobody covers the phone and for outbound calls to shoppers who agreed to them (consent is covered in our guide to calling rules). Our guide to an AI phone agent for Gorgias prices each setup, and Loop Voice vs Gorgias compares the two job by job.

Escalations share the queue with email and chat, so route them on purpose. Gorgias treats messages sent through its API or by an integration as agent messages (Gorgias rule conditions), so a rule that waits for Message from agent to be false won't fire on these tickets. After your test handoff, note what that ticket carries that others don't: a tag, the channel or a subject phrase. Then, in Gorgias, open Workflows, Tools, Rules, click Create rule and build a custom rule:

• WHEN: Ticket created.
• IF: the condition you noted.
• THEN: what your team needs, such as adding a tag or assigning the team that handles returns.

Gorgias runs rules that share a trigger from top to bottom, in the order shown on the Rules page (Gorgias on rules), so check where the new rule sits against your general assignment rule.

Gorgias call flows have a Time rule step that splits callers into inside and outside business hours, and a Forward to step that sends a call out of Gorgias to an external number (Gorgias call flows guide). Put the Loop Voice agent's number in a Forward to step on the outside-hours branch, and set the same hours under Settings, Support in Loop Voice, so the agent doesn't try to transfer callers to a team that has gone home.

Example: a home goods store answers its Gorgias Voice line from 9 to 5 Eastern. At 8:40 pm a customer calls about a lamp that arrived cracked and asks for a refund. The call forwards to the agent, which finds the order and hands the refund request to the team. By morning the ticket sits in Gorgias with the summary, the order and the recording, tagged and assigned to returns by the phone-escalation rule.