Gorgias' macros use Okendo tags to send information about actions taken on a ticket to Okendo. The table below explains what each Okendo tag does and how to use it.

Keep in mind that you can also add most of these tags to tickets to update the status of a review or reply in Okendo without using a macro. The okendo reply to review tag is the only tag that you must use in a macro.

Okendo tag

What it does & how to use it

Okendo reviews

When Okendo generates a ticket in Gorgias, Gorgias automatically assigns this tag to it to easily identify it as an Okendo review

Okendo publish review

Publishes the review in Okendo.

When you use the okendo publish review tag, Okendo updates the review status to "published".

Keep in mind:

  • Removing this tag from the ticket doesn't change the review status in Okendo.

  • Combining it with the okendo reject review tag doesn't change the review status in Okendo.

  • Manually rejecting a review in Okendo, and then using the okendo publish review tag in Gorgias changes the review status in Okendo to "published".

Okendo reply to review

Adds your reply to the review in Okendo. This reply is private unless you also use the Okendo reply visible to shoppers tag.

You must use this tag with a macro. If you don't use this tag in the macro, Gorgias sends your reply to the customer but doesn't record the reply text to Okendo.

Okendo reply visible to shoppers

Adds your reply to the review in Okendo and makes it public if you already published the review.

When you use the okendo reply visible to shoppers, the reply that you send to the customer appears as part of published reviews on your store's site. If you don't use this tag when you reply to the ticket, the reply remains private and only the customer will see it.

Okendo reject review

Rejects the review in Okendo.

When you use the okendo reject review tag, Okendo updates the status of the review to "rejected".

Keep in mind:

  • Removing this tag from the ticket doesn't change the review status in Okendo.

  • Combining it with the okendo publish review tag doesn't change the review status in Okendo.

  • Manually publishing a review in Okendo, and then using the okendo reject review tag in Gorgias, changes the review status in Okendo to "rejected".

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