Escalate urgent Gorgias tickets to Slack with order context

When a new ticket is created in Gorgias, decide whether it needs immediate human escalation and, if it does, alert the team in Slack with full order context. Trigger this workflow with a Gorgias webhook that fires on ticket creation.

Start by using Gorgias Retrieve Ticket to load the new ticket, then Gorgias List Messages filtered to that ticket to read the customer's actual message and pull the requester's email address. Capture the ticket subject, the latest inbound customer message, and the channel it came in on.

Look the customer up in Shopify. Use Shopify Search Customers with the requester email, and if you find a match, use Shopify Get Customer Orders to pull their recent orders. Note the status and fulfillment state of the latest orders, any shipments that look badly delayed, and the customer's lifetime value (total spent and order count). If no Shopify customer matches the email, continue with just the ticket message and record that no order history was found.

Judge urgency and sentiment before doing anything else. Escalate only genuinely high-priority tickets so the channel stays signal-rich. Clear signals to escalate include explicit refund threats, chargeback or dispute mentions, angry or abusive tone, high-value or repeat customers, and badly delayed or lost shipments. Routine questions, simple order-status checks, and low-stakes requests should not be escalated.

Only when the ticket clears that bar, post a Slack alert with Slack Send a Message to the escalations channel. Keep it scannable: a one or two line summary of why this is urgent, the key order context (latest order status, fulfillment, and lifetime value), a reference to the Gorgias ticket, and a short suggested reply a human could send. Then use Gorgias Add Ticket Tags to add an 'escalated' tag to the ticket so the team can see it was flagged.

The suggested reply is always a draft for a human to review and send. Never send it to the customer automatically and never post any message back on the Gorgias ticket. If the ticket does not clear the escalation bar, take no action beyond ending the run.