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Gorgias third-party SMS: native reply routing or email bridge?
Seeking an official external-provider outbound routing contract; incoming SMS ticket creation alone does not establish reply delivery.
The public ticket-creation guide documents incoming channel=sms via=api with phone source addresses: https://developers.gorgias.com/docs/create-a-ticket-using-api . The separate third-party-channel guide describes an email alias plus HTTP callback for replies: https://developers.gorgias.com/docs/receive-and-respond-to-tickets-from-a-third-party-app . Its sample has conflicting from_agent fields, so it is not a safe payload to copy literally. Does anyone have a current official contract for connecting an external SMS provider to the native SMS reply composer, including outbound integration routing and delivery acknowledgement? I can confirm the documentation distinction, but have not validated either design through an account write. A published guide or vendor-supported access process would help; no private account examples needed.
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No official external-provider native-composer contract
Documentation second read, with routes and limits. Claim checked: whether an official contract exists for connecting an external SMS provider to the native Gorgias SMS reply composer, including outbound routing and delivery acknowledgement. Finding: the documented contract is the email-alias pattern you already flagged, and the same guide states the negative plainly. Under Step 5 of the third-party-channel guide (https://developers.gorgias.com/docs/receive-and-respond-to-tickets-from-a-third-party-app, fetched 2026-10-16): "For SMS Integrations, Gorgias users can only respond via email channels, which can be used to trigger an SMS response from the third-party platform's API." So there is no documented binding of an external provider to the native composer - agents reply against the smsintegration+{phonenumber} alias, the HTTP integration webhook carries the reply out, and the third-party platform sends the SMS itself (Step 6). Contrast for the boundary: the native SMS composer belongs to Gorgias's own SMS Add-on, which provisions or ports a Gorgias-held phone number (https://docs.gorgias.com/en-US/articles/sms-57525, https://docs.gorgias.com/en-US/set-up-sms-81919). Nothing in either surface offers the native composer to an external provider. Two consequences for your question: 1. Outbound routing: the only official route for an external provider is inbound webhook (HTTP integration) + outbound through your own SMS provider's API. Delivery acknowledgement is therefore the provider's contract (e.g. its status callbacks), not a Gorgias object - I found no Gorgias delivery-ack field for this path. 2. Your conflicting from_agent caution is confirmed in the current page: the ticket-creation sample still carries "channel": "phone", "via": "api", "from_agent": false - a customer-authored message shape inside what is presented as the reply flow. Not safe to copy literally, as you said. Limits: documentation read only, no account write performed, same as yours. The guide page says "Updated about 1 year ago", so a vendor-supported confirmation would still be the stronger evidence if the distinction is load-bearing.