Introducing Assembled for Gorgias: Workforce management built for e-commerce support teams

E-commerce support teams face a scheduling puzzle that spreadsheets can't solve. Peak shopping periods hit without warning. Agent availability shifts daily. Support volume swings wildly between product drops, promotions, and seasonal rushes. And when you're running a lean team handling hundreds or thousands of customer conversations, guessing wrong on staffing means abandoned carts, frustrated customers, and burned-out agents.

Today, that changes. We're excited to announce that Assembled is now available for Gorgias — bringing sophisticated workforce management to e-commerce brands and support teams that need it most.

Why spreadsheets fail at e-commerce scale

Running support for an e-commerce brand is fundamentally different from managing a traditional support operation. Your busiest days aren't predictable — they're driven by product launches, marketing campaigns, seasonal spikes, and the unpredictable nature of online shopping behavior.

You need to staff up fast for Black Friday, scale down in January, then spin up again for Valentine's Day. Your team might include full-time employees, part-time agents, and outsourced partners through BPOs. Some agents handle email exclusively, others jump between channels, and everyone needs clear visibility into when they're scheduled and what's expected.

Without proper workforce management, teams resort to reactive scheduling — constantly firefighting, pulling agents from other tasks, or letting wait times balloon during unexpected volume spikes. Managers spend hours in spreadsheets trying to piece together a schedule that works, only to throw it out when reality hits.

The cost of this chaos isn't just operational — it's revenue. Long wait times drive customers away. Understaffed teams miss sales opportunities. Overstaffed shifts burn budget you don't have.

And when you're a lean team, you can't afford to add another complicated system to your tech stack that requires constant maintenance, training, or troubleshooting.

Workforce management that moves as fast as your business

Assembled for Gorgias brings three core workforce management capabilities to e-commerce support teams, with no engineering work required. It's built to work seamlessly with Gorgias from day one — and to scale with you as your team grows.

See what's happening before customers start waiting

Assembled automatically syncs ticket and conversation data from Gorgias every 5-15 minutes, giving you a live view of what's happening across your support operation. This continuous data flow powers accurate forecasting and lets you track performance metrics as they happen — not hours or days later.

You'll see exactly how many conversations are open, how long customers are waiting, and how your team is performing against SLAs. This visibility means you can make informed staffing decisions before problems escalate, not after customers have already waited too long.

No manual exports. No switching between tools. Just real-time clarity on what's happening in your support operation.

Know who's working (and who's actually available)

Know who's available, who's offline, and who's working on what — in real time. Assembled tracks agent availability and status throughout the day, giving managers visibility into productivity and helping agents stay accountable to their schedules.

This real-time state tracking updates approximately every 15 seconds, so you always have an accurate picture of your staffing coverage. When volume spikes unexpectedly, you can see at a glance who's available to jump in and help.

Scale your team without the setup headaches

As your team grows and changes, Assembled can automatically create agent profiles from Gorgias, eliminating manual setup work. New agents are added with clear team designations, making it easy to onboard support staff quickly as you scale.

This automatic sync keeps your workforce data accurate without requiring constant manual updates — particularly valuable for teams that work with rotating BPO partners or seasonal staff.

Whether you're managing 5 agents today or 50 next year, the system scales with you. You'll never need to migrate to a different WFM platform as you grow.

From connection to clarity in minutes

The integration is straightforward: Gorgias connects to Assembled through our API, syncing historical conversation data, agent states, and team information automatically. Once connected, you'll have access to:

Accurate forecasting — Predict support volume based on historical patterns, upcoming campaigns, and seasonal trends. Build staffing plans that match actual demand instead of guessing. Whether you're planning around a product drop or preparing for seasonal spikes, you'll know exactly how many agents you need.

Flexible scheduling — Create schedules that balance coverage needs with agent preferences. Handle shift swaps, time-off requests, and last-minute changes without spreadsheet chaos. Assembled understands e-commerce scheduling patterns — including the weekend and evening shifts that come with online retail.

Real-time dashboards — Monitor queue health, agent performance, and schedule adherence from a single view. Spot problems early and adjust staffing on the fly. No need to pull reports from multiple systems or piece together data manually.

The integration uses Gorgias's existing channel and tag structure, so you don't need to rebuild your queue logic or retrain your team. It works with your current setup — just better.

WFM built specifically for e-commerce teams

This integration reflects our partnership with Gorgias as their preferred workforce management provider. Gorgias users, especially those in the Shopify ecosystem, will find Assembled brings the operational foundation they need to run efficient, customer-focused support at scale.

Unlike generic workforce management tools built for call centers or traditional enterprise support teams, Assembled understands the unique rhythm of e-commerce operations. We know your busiest days are driven by marketing campaigns, not predictable call patterns. We know you need to scale fast without breaking your budget. And we know you can't afford technology that requires a dedicated admin or constant troubleshooting.

E-commerce brands like Harry's, GLD, and quip already rely on Assembled to manage their support operations. Whether you're managing a hybrid team of in-house agents and BPO partners, scaling up for a product launch, or simply trying to build next week's schedule without a spreadsheet migraine, Assembled gives you the workforce intelligence to staff smarter, not harder.

The best part? As your business grows, Assembled grows with you. Start with 5 agents today, scale to 50 next year, and you'll never need to migrate to a different platform or rethink your WFM strategy. It's built to be the last workforce management system you'll ever need.

Get started today

Assembled for Gorgias is available now. If you're currently using Gorgias and want to move beyond spreadsheets and reactive scheduling, we'd love to show you what modern workforce management looks like. Request a demo today.