Setting up Automation Add-on Features

Updated 2 days ago by Amy Elenius

Congratulations on taking your Support offering to the next level. Below are set-by-step instructions on how to set up the new features you've just unlocked.

Quick response flows

Quick response flows allow you to have up to 4 custom frequently asked questions as buttons in self service, and write a customised response each time one of them is clicked. This will instantly reply to the customer and immediately prompt them to confirm the response was helpful or not.

If they indicate that it was, they are sent a short farewell message and the ticket is closed.

If they indicate that it wasn't, a ticket is immediately created for an agent to follow up the conversation.

To set this up:

  1. Go to Settings > Self-service and select the desired Chat integration
  2. Select Quick response flows > click the flow you wish to edit or click Add new
  3. Enter or change the button label and write your custom response
  4. Click Save changes

A preview of the Quick response flow can be seen on right hand side of the page

Custom Chat flows (Report Issue reasons)

Custom Chat flows allow you to select a custom reason when customers report an order issue through Chat.

To set this up:

  1. Go to Settings > Self-service and select the desired Chat integration
  2. Select Order Management Flows
  3. Click Report issue to view the current issue reason
    To edit these, simply click on the reason
  4. To create a new reason click New case
  5. Enter a Title and Description
  6. Select the Display reason from the dropdown menu. These are the options customers will see.
  7. Set your conditions, these are the attributes an order must have in order for your reason to show. If the order does not meet all of these conditions the reason will not be shown.
  8. Click Add New Case
Custom Chat flow templates

Looking for inspiration? Below are examples of custom Chat flows that can be used within Gorgias.

Payment issues

Refunded

Cancelled

Failed

Processing

Shipped

Delivered

Fallback

You're all set! You can now add additional new cases or edit the existing ones in the list.

Advanced tracking details

Great news, there is nothing you need to setup for Advanced tracking. This will be automatically enabled once you have subscribed to the Automation add-on.

Help-center with Self-service

Enabling self-service with help-center gives your customers everything they need to track and report order issues without needing to open chat.

To set this up:

  1. Go to Settings > Help center and click on the desired help center
  2. Click Self-service
  3. Toggle Self-service on

Self service statistics

Self-service statistics give you everything you need to know about how your customers are interacting with self-service. This will be automatically displayed once you have subscribed to the Automation add-on.

For a breakdown on how to read these please click here.

Managed Rules

Managed Rules off the benefit of powering up your automation without the need to build or managed rules manually. At present we have 2 managed rules that take care of auto responding to order enquiries with tracking information, and auto closing non-support related emails. These can be added instantly from the Rule Library.

To add the Non-support related emails Managed Rule:

  1. Go to Settings > Rules > Rule Library
  2. Click on the Auto-close non-support emails block
  3. Click Install rule
  4. Set your Accept list and Block list (optional)
    Tickets created by incoming messages from senders listed in the 'Accept list' will never be closed by this rule.
    Tickets created by incoming messages from senders listed in the 'Block list' will always be closed by this rule, even if they are support related.
  5. Click Update rule

To add the Tracking information (emails) Managed Rule:

  1. Go to Settings > Rules > Rule Library
  2. Click on the Tracking information (emails) block
  3. Click Install rule
  4. Set your Exclusion email list (optional)
    Tickets created by incoming messages from senders on the 'Exclusion email list' will never be sent the auto reply by this rule, even if their enquiry is about order status.
  5. Customise the Message body and Signature (optional)
  6. Click Update rule


What do you think? Yay or Nay?