Migrate from Gorgias to Hunch

This guide walks through every step of moving from Gorgias to Hunch: replacing the widget, preserving what matters, reconnecting your tools, and validating the new setup before going live.

Before you start

Hunch and Gorgias are not identical products. Gorgias is an ecommerce support platform with help center, chatbot, and ticket management. Hunch is a website AI operator — it answers, acts, books, fills forms, routes to humans, and runs across channels.

What you keep:

Your website visitors and their behavior (Hunch starts fresh with live traffic)
Your knowledge base content (export from Gorgias, import to Hunch)
Your CRM and ecommerce connections (reconnected in Hunch)
Your human handoff workflows (rebuilt in Hunch's operator model)

What changes:

The chat widget on your site (one script tag replacement)
Your knowledge management approach (from article-based to retrieval-eval based)
Your reporting model (from ticket metrics to site analytics + influenced revenue)

Timeline estimate: Most teams complete the switch in an afternoon. Script replacement takes minutes. Knowledge migration and workflow tuning take the bulk of the time.

Step 1: Replace the Gorgias script with Hunch

This is the only step with a direct cutover. Plan for 5 minutes of downtime on the widget.

1a. Remove the Gorgias snippet

In your site's <head> or before </body>, find the Gorgias chat installation script. It looks like this:

<script>
  window.gorgiasChatParameters = {
    chatAppId: 'YOUR_GORGIAS_APP_ID',
  }
</script>
<script>
  ;(function () {
    var t = document.createElement('script')
    t.type = 'text/javascript'
    t.async = true
    t.src = 'https://config.gorgias.chat/bundle-loader/01GYYYYYYYYYYYYYYYYYYYYY'
    var s = document.getElementsByTagName('script')[0]
    s.parentNode.insertBefore(t, s)
  })()
</script>

Delete the entire block.

1b. Install the Hunch embed script

Add this single script tag in the same location:

<script src="https://cdn.hunchbank.com/embed.js" data-website-id="YOUR_HUNCH_WEBSITE_ID"></script>

You can find your website ID in the Hunch dashboard under Settings > Installation.

Open your site in a browser and confirm the Hunch widget appears. Open browser DevTools and check the console for any errors. The widget should show a chat button in the bottom-right corner.

Step 2: Migrate your knowledge base

Gorgias stores knowledge in Help Center articles and macros. Hunch uses a retrieval-based knowledge model — it indexes your actual website content rather than requiring a separate article database.

What to export from Gorgias

Go to Gorgias > Settings > Help Center > Articles
Export your articles — Gorgias offers CSV export under Settings > Data & Privacy > Export
Save your most-used macros and canned responses
Especially important for ecommerce:
- Shipping and return policies
- Pricing and product information
- Size guides and fit information
- Order status workflows
- FAQ content

What to do with it in Hunch

Hunch can ingest this content in two ways:

Option A: Add to your website pages (recommended) If the knowledge already lives on your site (pricing page, FAQ page, docs), Hunch will discover it automatically during its scan. No import needed.

Option B: Upload as reference documents For content that is not on your public website, use the Knowledge section in the Hunch dashboard:

Go to Configuration > Knowledge
Create a new retrieval source
Paste or upload your article content
Run a validation check to confirm the AI can find the right answers

Migration tip

Ecommerce stores should prioritize shipping, returns, and sizing knowledge first — these are the highest-volume support topics.

Step 3: Handle chat history

Hunch does not import historical chat transcripts from Gorgias. This is intentional — Hunch is built around live visitor interactions and commercial outcomes, not a ticket archive.

What to do with old transcripts

Export from Gorgias: Go to Gorgias > Settings > Data & Privacy > Export Data to request a CSV export of all tickets and conversations.
Store the export: Save it to your internal data warehouse, Google Drive, or a secure bucket.
Mark the cutover date: Note when you switched so your team knows which system to check.

What about ongoing conversations?

Any active Gorgias conversations at the time of cutover should be:

Resolved or assigned in Gorgias before removing the script
Started fresh in Hunch — the visitor will see the Hunch widget on their next page load

Step 4: Reconnect integrations

Gorgias connects deeply with ecommerce platforms. Hunch provides similar integrations through its extension layer.

Shopify

Go to Extensions > Shopify
Click Connect and authorize with your Shopify store
Configure order lookup, product data sync, and customer enrichment

HubSpot

Go to Extensions > HubSpot CRM
Click Connect
Enter your HubSpot private app token
Map contacts, deals, and company enrichment

Other tools

Check the Extensions page in the Hunch dashboard for available integrations. Hunch also supports:

Webhooks for custom integrations
Slack notifications for handoffs and alerts
Email, Telegram, and WhatsApp channels

Step 5: Configure workflows and handoffs

Gorgias's workflow model is ecommerce-support-centric (tickets, macros, rules, chatbots). Hunch's model is intent-centric (detect intent, resolve or route).

Rebuild your most common flows

Gorgias flow	Hunch equivalent
Order status lookup	Tool-based order lookup action
Shipping question	Knowledge retrieval + rich response cards
Return request	Form-filling tool + handoff trigger
"Talk to a human" button	Handoff trigger — configure in Configuration > Triggers
Product question	Knowledge retrieval + product card responses
Bot → Human escalation	Confidence-threshold handoff in Configuration > Handoffs

Set up notifications

Go to Configuration > Notifications
Configure Slack alerts for handoffs and high-intent visitors
Set up email digests for daily/weekly summaries

Validate with a test run

Before removing the Gorgias script completely:

Run Hunch side-by-side with Gorgias on a staging environment
Test each ecommerce workflow path
Verify order lookup and shipping responses work correctly
Check that Shopify sync populates the expected fields

Rollback plan

If something goes wrong, revert by:

Removing the Hunch embed script
Re-adding the Gorgias snippet

Hunch does not modify your website's content, database, or server configuration.

FAQ

Will I lose my chat history? No — you export it from Gorgias before switching.

Can I run Gorgias and Hunch at the same time? Yes, during a transition period. Run both widgets. We recommend a 1-2 week parallel run.

Do I need to change my DNS or server config? No. Hunch requires no DNS changes, no CNAME records, and no server-side modifications.

What happens to Gorgias's Shopify integration? Hunch connects to Shopify natively. You will need to reconnect your store in the Hunch dashboard under Extensions.

How long does the full migration take? Script replacement: 5 minutes. Knowledge migration: 1-2 hours. Workflow reconfiguration: 2-4 hours.

Can I import Gorgias's macros into Hunch? Not automatically. Macros need to be rebuilt as knowledge base entries or tool actions in Hunch.

Before you start​

Step 1: Replace the Gorgias script with Hunch​

1a. Remove the Gorgias snippet​

1b. Install the Hunch embed script​

1c. Verify the widget loads​

Step 2: Migrate your knowledge base​

What to export from Gorgias​

What to do with it in Hunch​

Migration tip​

Step 3: Handle chat history​

What to do with old transcripts​

What about ongoing conversations?​

Step 4: Reconnect integrations​

Shopify​

HubSpot​

Other tools​

Step 5: Configure workflows and handoffs​

Rebuild your most common flows​

Set up notifications​

Validate with a test run​

Rollback plan​

FAQ​