WOCOM Programmable SIP + Gorgias
Connect your WOCOM Programmable SIP trunk with Gorgias to handle voice calls, capture leads, and create tickets automatically.
What You Get
WOCOM Programmable SIP + Gorgias gives your support team enterprise-grade voice with built-in helpdesk integration. Your SIP trunk handles all inbound and outbound calls while Gorgias captures every interaction as a ticket.
Programmable SIP Trunk
Gorgias Integration
Prerequisites
Before you begin, make sure you have the following:
Sign Up for WOCOM Programmable SIP
If you don't already have a WOCOM Programmable SIP account, choose a SIP trunk plan that fits your call volume:
Local calls to Flow & Digicel: J$2.99/min · 1-year min. contract
Configure Your AI Agent
Once you have your WOCOM Programmable SIP account, log in to the SIP Portal and configure your settings:
- Go to Agent Settings and set your business name, greeting, and operating hours.
- Under Knowledge Base, add your FAQs, product info, and common responses.
- In Personnel, configure team members for call transfers.
- Test your AI agent by calling your assigned WOCOM number.
Connect to Gorgias
To connect WOCOM Programmable SIP with your Gorgias account:
- In your Gorgias dashboard, go to Settings → Integrations → HTTP Integration.
- Create a new HTTP integration and note the webhook URL.
- In your WOCOM Connect Portal, go to Integrations and select Gorgias.
- Enter your Gorgias subdomain and API key (found under Settings → REST API).
- Paste the webhook URL and click Connect.
Gorgias API Credentials
You'll need these from your Gorgias account:
Phone Number & SIP Trunk Setup
WOCOM provides your business with a dedicated Jamaica phone number via our Flexi-SIP Trunk service. Your SIP trunk is automatically configured when you sign up for Programmable SIP.
How It Works
- Incoming calls hit your WOCOM 876 number.
- WOCOM Programmable SIP routes and handles the call.
- Call data (transcript, caller info, messages) is sent to Gorgias as a ticket.
- Your support team sees the ticket in Gorgias and can follow up.
Test Your Integration
Once connected, verify everything works:
- Call your WOCOM SIP number from any phone.
- Have a conversation with the AI agent — ask a question, leave a message.
- Check your Gorgias dashboard for the new ticket with the call transcript.
- Verify caller information and AI summary appear correctly.
WOCOM Connect
Gorgias Softphone Integration Guide
Detailed visual walkthrough for embedding the WOCOM Connect WebRTC softphone directly into your Gorgias helpdesk sidebar.
What You'll Set Up
The WOCOM Connect integration embeds a fully functional WebRTC softphone directly into your Gorgias helpdesk sidebar. Your agents can make and receive calls without leaving Gorgias.
Click-to-Call
Call customers directly from ticket view
Secure Authentication
Gorgias signature verification ensures only authorized agents access the phone
Sidebar Widget
Lives in the Gorgias sidebar — no tab switching needed
Mobile App
Installable PWA for on-the-go calling
Prerequisites
Before you begin, make sure you have the following:
WOCOM Connect Account
Active account with login credentials provided by WOCOM
Gorgias Admin Access
Helpdesk account with admin or manager role
Gorgias API Credentials
Subdomain URL, API email, and API key
WOCOM Signing Secret
Provided by your WOCOM administrator for secure widget authentication
Log into the WOCOM Portal
Go to the WOCOM Connect portal and sign in with your company credentials:
https://webconnect.wocomja.com/middleware/customer/login
| Field | Example | Description |
|---|---|---|
| Username | acme_support | Company username provided by WOCOM |
| Password | •••••••• | Your account password |
Navigate to Integrations
In the left sidebar, scroll down to the Settings section and click Integrations.
Select Gorgias as Your CRM
Click the Gorgias card to select it. The card will highlight in purple with a checkmark to confirm your selection.
Enter Your Gorgias API Credentials
Fill in your Gorgias API credentials to connect your helpdesk. You'll find these in your Gorgias dashboard under Settings → REST API.
| Field | Example Value | Where to Find It |
|---|---|---|
| Gorgias Subdomain URL | https://acme.gorgias.com | Your Gorgias login URL (before /app) |
| API Email | support@acmestore.com | Gorgias account email address |
| API Key | a1b2c3d4e5f6g7h8... | Settings → REST API → Create/Copy |
Finding Your Gorgias API Key
In your Gorgias dashboard, navigate to Settings → REST API to create or copy your API key:
Copy the Sidebar Widget URL
After saving, WOCOM Connect generates your sidebar widget URL. Copy this URL — you'll need it in the next step when configuring Gorgias.
https://webconnect.wocomja.com/middleware/widget/gorgias-softphone
Set Up the HTTP Integration in Gorgias
Now switch to your Gorgias dashboard to add the WOCOM Connect sidebar widget:
- In Gorgias, navigate to Settings → Integrations → HTTP Integration
- Click Add Integration and select Sidebar Widget
- Paste your Widget URL into the Widget URL field
- Set the Method to POST
- Enter the Signing Secret provided by your WOCOM administrator
- Click Save
| Setting | Value |
|---|---|
| Integration Type | HTTP Integration — Sidebar Widget |
| Widget URL | https://webconnect.wocomja.com/middleware/widget/gorgias-softphone |
| Method | POST |
| Signing Secret | Provided by WOCOM administrator |
Test the Connection
Back in the WOCOM Connect portal, click Test Connection to verify the API link to Gorgias is working correctly.
Start Making Calls
Open any ticket in Gorgias and click the Phone tab in the right sidebar. Your WOCOM Connect softphone is now ready.
What Your Agents Can Do
Outbound Calls
Dial any number using the keypad or click customer phone numbers directly from tickets
Inbound Calls
Receive calls with popup notifications — answer directly from Gorgias
Call Controls
Mute, hold, speakerphone, and in-call keypad (DTMF) for IVR navigation
Call History
View recent calls with duration and direction indicators
Agent Email Mapping
Each Gorgias agent who needs to use the softphone must have their email mapped to a phone extension. When an agent opens the Gorgias sidebar, WOCOM reads their email from the Gorgias session and automatically connects them to their assigned extension.
| Gorgias Agent Email | Phone Extension | Status |
|---|---|---|
sarah@acmestore.com | 8765551001 | Active |
james@acmestore.com | 8765551002 | Active |
maria@acmestore.com | 8765551003 | Active |
Troubleshooting
Common issues and how to fix them:
https:// and should not include /app at the end. Verify the API email and API key are correct in Settings → REST API in Gorgias.Ready to get started?
Set up WOCOM Programmable SIP + Gorgias in under 15 minutes. Our team is here to help if you need it.