By Jordan Shamir, VP of Product & BD at Wyllo. Last updated July 23, 2026.
Your support agents make dozens of judgment calls a day. Is this refund request legitimate? Should this customer get a fee waived? Is this “item never arrived” claim one to trust? Too often those calls get made blind, without the fraud and abuse signal that would actually point to the right answer.
That changes now. Wyllo is officially integrated with Gorgias, bringing risk scores, behavioral signals, and automation directly into the helpdesk your CX team already lives in. It matters because the calls agents make in support are increasingly the ones fraudsters target: the Merchant Risk Council’s Global eCommerce Payments and Fraud Report now ranks refund and policy abuse as the top fraud threat in ecommerce, ahead of payment fraud, and much of that abuse arrives as a support ticket. This page explains what the integration does, why it changes the job for CX teams, and how to get started.
What the Integration Does
Wyllo, the CX-first risk intelligence platform, embeds its decisioning directly into the Gorgias workflows your agents and automations already run.
- Risk scores inside every ticket. The moment a customer reaches out, agents see a Wyllo risk score alongside the conversation. No tab-switching, no separate login, no waiting on a fraud team to weigh in. Order history, return patterns, and behavioral red flags are visible in context, at the moment a decision needs to be made.
- Smart macros and automations. Risk data is not just for display. Wyllo scores can trigger and shape Gorgias macros and automation rules directly. Trusted customers get fast-tracked through self-service refunds and exchanges. Risky cases get automatically flagged, routed to a senior agent, or held for manual review, without an agent having to make that judgment call unassisted.
- Built for Gorgias AI. Wyllo’s risk signals are ingestible directly into the Gorgias AI Agent, so automated resolutions can factor in fraud and abuse risk before making a decision. That is the difference between an AI agent that resolves tickets quickly and one that resolves them quickly and correctly.
Why It Matters for CX Teams
Faster resolutions, fewer escalations. When the right context is already sitting in the ticket, agents are not stuck chasing down information or looping in another team. Legitimate customers get resolved faster, and suspicious cases get flagged before money moves.
Consistency across your team. Every agent, regardless of tenure or intuition, works from the same risk signal. That means fewer inconsistent outcomes, less “it depends who you talk to,” and a support experience customers can trust.
Protection without the friction. CX teams have long had to choose between being generous and being careful. Risk-aware automation removes the trade-off: good customers move through low-friction flows, while risky ones get the scrutiny they warrant, without slowing everyone else down. Identity tells you who filed the ticket; intent tells you what they are there to do, and intent is what separates a loyal customer from a pattern being worked.
AI you can actually trust with decisions. As more support volume shifts to AI agents, the quality of the data behind those agents matters more than ever. Feeding Wyllo’s risk intelligence into Gorgias AI means automation is not just fast, it is informed.
How Wyllo Helps
The integration is one expression of a broader idea: risk decisions belong in the tools your team already uses, not in a separate dashboard nobody checks. Wyllo is the CX-first risk intelligence platform for commerce, reading risk and intent across the full customer journey.
- Wyllo CX Support puts risk scores and next-best actions inside your support tools, turning every touchpoint into better risk intelligence, and is the product powering the Gorgias integration.
- Wyllo Claim and Policy Abuse Prevention catches account takeover, refund and claim abuse, and policy exploitation upstream, before a support ticket becomes a loss.
- Wyllo Payment Fraud Protection pairs AI-driven decisioning with expert human review so the signal your agents see is accurate, not just fast.
Less reaction. More reason.
How to Get Started
The Wyllo + Gorgias integration is available now for joint customers. If your team runs Gorgias and wants risk intelligence built into your existing workflows and automations, reach out to your Wyllo account team to get set up. Existing customers can find current integration documentation in the Wyllo Help Center.
Frequently Asked Questions
Does Wyllo integrate with Gorgias?
Yes. Wyllo is officially integrated with Gorgias, surfacing fraud and abuse risk scores, behavioral signals, and order history inside the ticket, and feeding those signals into Gorgias macros, automation rules, and the Gorgias AI Agent. It is available now for joint customers.
What does the Wyllo + Gorgias integration do?
It brings Wyllo’s risk intelligence into the Gorgias helpdesk in three ways: a risk score displayed on every ticket, risk-driven triggers for macros and automations, and risk signals that the Gorgias AI Agent can factor into automated resolutions. Agents get the context to decide in the moment, and automations can act on risk without a human in the loop.
How does risk intelligence help a support team?
It replaces blind judgment calls with signal. Agents see whether a refund request, “item not received” claim, or fee waiver is coming from a trusted customer or a risky pattern, so legitimate customers are resolved faster and suspicious cases are flagged before money moves. It also makes outcomes consistent across agents rather than dependent on individual intuition.
Will the integration slow down legitimate customers?
No. The point is to remove the trade-off between generosity and caution. Trusted customers move through fast self-service flows, and only genuinely risky cases get additional scrutiny or review, so protection does not come at the cost of the customer experience.
How do I get started with Wyllo and Gorgias?
If you already use Gorgias, contact your Wyllo account team to enable the integration, and see the Wyllo Help Center for setup documentation. If you are not yet a Wyllo customer, explore the Wyllo platform to see how CX-first risk intelligence fits your stack.
Bringing It Together
Support has always been asked to move fast and protect the business at the same time, usually without the information to do both well. Putting Wyllo’s risk intelligence directly inside Gorgias closes that gap: the signal that should inform a refund, a waiver, or a claim decision is right there in the ticket, and the automations your team relies on can act on it.
Support shouldn’t have to choose between speed and protection. With Wyllo inside Gorgias, it doesn’t have to. Explore the Wyllo platform to see the full product lineup, or learn more about Gorgias and how the helpdesk fits your CX stack. Designed to think ahead.
