Gorgias

Connect your AI support agent to your Gorgias account and existing Gorgias Tickets, to get AI responses to your support tickets and chat

ou can now integrate your AI agent directly into Gorgias for a seamless AI support experience.

The Gorgias integration is available on all paid My AskAI plans, see our pricing.

What are the benefits of using My AskAI within Gorgias?

There are several reasons why you should use your My AskAI within Gorgias:

• While Gorgias has its own AI agent (called "AI and Automation"), it is expensive, around 5-10x the price of My AskAI per conversation (we also think ours is smarter, but we'll let you be the judge!)

• You get access to an intelligent AI agent, directly within Gorgias that can automatically and instantly answer user or visitor queries, using your company knowledgebase.

• Your AI agent can respond either directly to users, generate Internal notes for you.

• You can add more knowledge to your AI agent in addition to your website and Gorgias help center by using our connections or file uploads.

• You don't have to add any code to your site and you don't need a developer, just connect our app and you're ready to go.

• AI answers provided with "References" to the sources used to answer the question.

• You can add your AI agent to Gorgias chat too as well as ticket/email replies.

• As well as an AI agent, you get all our other features like Insights, Improve, Private (Internal) mode, Integrations with Slack and more.

How to connect your AI agent to Gorgias

1. Install My AskAI to your Gorgias workspace (from the Gorgias App Store)

2. Login to your Dashboard and go to Channels.

   1. Go to "Add to helpdesk" and click on the Gorgias icon.

3. Enter your Gorgias domain (your domain is within the URL of your Gorgias inbox. e.g. myaskai.gorgias.com) and click 'Connect your Gorgias account'.

4. Once connected it'll say "Successfully connected with your Gorgias account".

5. Once back at My AskAI, you can choose how you want your AI agent to reply separately to both email tickets or chat tickets, by default it will create Internal Note responses for both, but you can also enable Direct replies.

6. You will now be generating AI replies to your emails/tickets and chat, test it out by submitting a ticket to your Gorgias inbox or sending a message in your chat widget.

1. Recommended - Turn off email and chat auto-replies, including any "Expected wait time" messages

How do I know what the Gorgias AI agent has replied to and what has been handed to a human agent?

When a ticket is replied to by your AI agent in Gorgias you will see the AI response in the ticket thread.

Additionally, a tag will be added to the conversation/ticket with ai-agent-replied

When a ticket is replied to by a customer (if they need more help for instance) then a tag is added to the conversation/ticket with human-handover-requested

This can be used to run a Trigger or Automation to re-assign a ticket to human agents.

How can I use my AI support agent within Gorgias?

Once you've connected the My AskAI agent within to Gorgias, it will automatically start responding to user's questions with Internal Notes within the Gorgias responder by default.

Internal Notes

For the first question of each ticket an Internal Note will be generated by the AI, you can then use this information to assist you in the composition of your response.

With each question, the links used to answer the question will be provided.

Direct Replies

Alternatively, you can have your Gorgias AI agent respond directly to customers by toggling to "Reply directly to customers" within your Gorgias setup settings in My AskAI.

By default, all messages of the ticket and/or conversation will be replied to, however you can change this by selecting "Reply to 1st message only".

Emails/tickets:

Chat:

How does human escalation work when using the Gorgias integration for email/tickets?

To see how the human handover in Gorgias works, check out this demo: https://app.supademo.com/demo/cm7janv4i0447zi0ilkmijmaa?utm_source=link

When using in either Direct reply or Internal Note reply mode for Gorgias tickets (not chat), by default your Gorgias AI agent will respond to all Ticket messages sent to you. You can change this however by selecting "Reply 1st message only".

If you change to "Single reply", any further questions or responses will be handed over to you, as the agent, to address.

If however, you have selected for the AI to "Multiple replies" then you can choose when you want the AI to hand over the conversation to your human agents, either select:

• "Cannot answer" - when it can't answer a question instead of saying as such it will automatically pass over to a person

• "Escalation request"- it will only escalate if the customer explicitly requests to speak to a human agent

How does human escalation work when using the Gorgias integration for chat?

When you are using your AI agent within Gorgias chat in Direct reply mode, a human escalation will only take place when a user asks to speak to a person directly (using any one of a number of phrases).

When they do the following happens:

• A summary of the conversation is generated for both the customer and the agent

• A human-handover-requested tag is applied to the conversation in Gorgias

• An internal note is added in the conversation explaining to the agent that the user has asked to speak with someone

• The AI agent will no longer respond to any further messages from the customer

How can I take control from the AI agent in Gorgias?

To take control from the AI agent when it is replying in Gorgias, you can either:

• Reply directly in the conversation (if using Direct replies)

• Add an internal note of Stop writing AI notes (if using in Internal notes mode).

Can I use Gorgias triage or flows with my AI agent?

Unfortunately, it is currently not possible to use Gorgias triage steps or flows with your AI agent.

How to collect email on handover/escalation in Gorgias

When a Gorgias conversation has been handed over or escalated to an agent, you will likely want to collect the email address of the user or customer if they were a visitor.

To do this, follow our guide on escalation data collection here.

I have multiple brands, users or email accounts in Gorgias or Shopify, can I have the AI agent only respond to one of them (or specific ones)?

Yes, you can set your AI agent up so it only responds to specific emails or brands in Gorgias.

By default your AI agent will reply to all inbound emails.

But if you want it to reply to only certain email addresses e.g. [email protected] and not [email protected] then go to AI Agent Setup and add the emails accounts you want it to reply to (e.g. [email protected]).

This will ensure it only replies to these accounts.

Can I turn off the "Just thinking..." or "Just having a think..." messages in Gorgias?

Yes, you can turn off the "Just thinking" or "Just having a think" messages.

Just go to Channels > Add to helpdesk > Gorgias and toggle the "Hide the "just thinking" message to off.

Can the AI agent respond to social media messages or comments (Instagram, Facebook/Meta Messenger) in Gorgias?

Yes, to enable social replies in Gorgias go to Helpdesk & Channels > Gorgias and scroll to the Chat setting section.

Then toggle on "Reply to social channels"

Note - story replies are still blocked when this is on.

How do I remove my Gorgias AI agent?

1. Login to your Dashboard and go to Channels.

2. Go to "Add to helpdesk" and click on the Gorgias icon.

3. Expand the "Connect" header and click "Disconnect Gorgias Integration" then confirm your deletion.

How can I pause or temporarily turn off AI replies or notes in Gorgias?

To pause or temporarily pause AI replies or notes in Gorgias go to Channels > Add to helpdesk > Gorgias then scroll to the toggle for "Pause AI agent".

Note that you will have to do this separately for Gorgias chat and Gorgias tickets.

When you are ready to turn it back on, just toggle the Pause button once more and it will start responding again.