Gorgias (Tagging)

It can take hours of repetitive work to tag and categorize your support tickets and emails each month. But now your AI agent can automatically do this classification and categorization for you, directly in Gorgias, accurately and consistently, so you can focus on understanding what your customers are asking and how they are feeling.

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How do I set up automated tagging and sentiment scores in Gorgias?

1. To set up your tags in Gorgias, go to AI Agent Setup > AI Tagging and click Add tag.
2. Click ‘Add new tag’ and enter the tag name.
3. Enter a description for the tag either manually or by using the AI generation ✨ button. The description will be used by the AI to determine when to apply each tag, so be precise.
4. Once you have added your tags, ensure you click ‘Save tags to Gorgias’ to sync the tag to your Gorgias helpdesk.
5. You will then see your tag auto-applied in Gorgias.

If you feel any tags have been applied incorrectly, review the description for each tag to ensure it is clear. If a tag isn’t being applied, first ensure you have clicked ‘Save tags to Gorgias’.

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What information does the AI use to tag tickets and chats in Gorgias?

AI tags are applied based on the first email or first message in a Gorgias ticket or chat respectively, using the tags and descriptions you have saved and applied.

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What do I write for my AI tagging description?

Your AI tagging description is used to classify your ticket (in conjunction with the tag name), so you should describe when you want the tag to be applied. If you are unsure, or to begin with, click the ✨ AI generation button and it will generate a description for you automatically, you can then tweak this if you want to make it more accurate.

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How much does it cost to automatically tag or get a sentiment score for each ticket or email?

It costs $0.05 for each tag per ticket or tag, this will be an add-on to your existing subscription and charged at the end of each billing period.

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What tagging or categories can I use for my Gorgias emails and tickets?

You can use your own custom tagging, categories, reason codes or groupings when tagging your Gorgias emails or tickets.

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How can I ensure the AI agent only responds to certain types of Gorgias tickets or chats?

You can use our Ticket tagging feature to tell the AI agent which Gorgias tickets or chats it should respond to. For example, you might want to add a “reason for contact” tag in Gorgias. If “unsubscribe” was the tag added by our AI agent, and that tag was on your block list, then the AI wouldn’t reply to it and it will force a human handover. To add a tag to your block list, go to AI Agent Setup > AI Tagging, select the Tag that has the tag you want to block, then find the tag and click Block. Alternatively, you could set up a triage flow for your AI agent, using rules or automations within Gorgias for where certain tickets should be routed depending on the “reason for contact”.

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What reporting do I have for my tags or sentiment?

You can use Gorgias’s reporting to interrogate and report on your tags and sentiment scores to see which and how they are changing over time.

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How many options can I apply for each tag or custom field to my Gorgias emails or tickets?

We would recommend using fewer than 200 options for your tags.

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What if I update my custom fields or tags in Gorgias?

Your Auto-Tagging isn’t automatically kept in sync in Gorgias, so if you add or remove a field or tag in Gorgias, you will have to do the same in My AskAI and vice versa (make sure the value name matches exactly).

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How do I pause or turn off my Gorgias Auto-Tagging?

To turn off or pause your Auto-Tagging, go to AI Agent Setup > AI Tagging and scroll to Pause tagging, then toggle the switch to the ‘paused’ position.