AI FAQs: proactively answer shopper questions on your websiteUpdated an hour ago

Who can use this feature?

Owner, Admin and Lead roles

All plans with AI Agent (requires upgrade to use shopping assistant skills)

Can be used with Shopify stores connected to Gorgias

You can use AI FAQs to proactively surface relevant, AI-generated questions on your website’s product pages, so shoppers can get answers without searching or manually opening chat.

When a shopper selects a question, AI Agent provides an immediate answer and opens a chat conversation where the shopper can ask follow-up questions or get more help.

You can show AI FAQs in two places on your product pages — embedded within the page or floating above chat — to encourage conversations and reduce drop-off caused by unanswered questions.

Requirements

You have chat set up on your Shopify store’s website
You may need to upgrade AI Agent to use shopping assistant skills

How AI FAQs work

AI FAQs are designed to address shoppers’ most common product questions — like sizing, materials, shipping and returns — and reduce drop-off at the exact moment when they are deciding to buy.

When you turn on AI FAQs, AI Agent uses details from your website’s product pages (your titles, descriptions, and other structured product details) to dynamically create the questions that shoppers see while browsing. You cannot choose or manually edit the questions.

Examples of product questions might include:

What fabric is this made of?
Is this machine washable?
What’s your return policy?

When a shopper selects a question, AI Agent provides an immediate answer and opens a chat conversation where the shopper can ask follow-up questions or get more help. AI Agent uses what it knows about your products and your brand’s knowledge to provide an answer. Your selling preferences control how AI Agent approaches a sales conversation.

During the conversation, AI Agent can make product recommendations and offer discounts (if applicable) to help guide the shopper toward a purchase. AI Agent will hand over the conversation to a human agent if it doesn’t know an answer or encounters a handover topic.

Choose where AI FAQs appear

You can choose to show AI FAQs in two different places on your website’s product pages: either embedded on product pages or floating above chat.

Both places show AI-generated questions to shoppers — the difference is where they appear on the product page and how they are set up.

FAQ placement	Description
Embedded on product pages	FAQs appear directly within the content on your website’s product pages. This option requires you to edit your Shopify theme and add a new app block to your page layout. Choose this option if you want to visually integrate product questions onto the page.
Floating above chat	FAQs appear just above chat, wherever the widget has been positioned on your website. This option requires no changes to your Shopify theme or page layout. Choose this option if you want to answer shoppers’ product-related questions, but don’t want to embed a new component in your Shopify theme or change the layout of your product pages.

Set up AI FAQs on your website

To use AI FAQs, you should have chat installed on your website and AI Agent enabled on chat.

Once set up, AI FAQs will appear automatically when shoppers visit a product page — whether they’re embedded on the page or floating above chat. You can turn off AI FAQs at any time.

Show AI FAQs floating above chat

To show product questions floating above chat, enable the AI FAQs: floating above chat setting in Gorgias. Once turned on, product questions will appear above the chat widget on your website whenever someone visits a product page.

From the main menu, go to AI Agent, then click Shopping Assistant.
- If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.
Click the Customer Engagement tab.
Click the toggle to turn on AI FAQs: floating above chat.

Embed AI FAQs on your product pages

To add AI FAQs directly to your product pages, you will need to add an app block from Gorgias to your Shopify theme. This option works best if your Shopify theme is compatible with extensions.

You can drag the AI FAQs app block up and down on your page layout to change its position. You can also change the font size, weight and colors of the block to match your website and preferences.

From the main menu, go to AI Agent, then click Shopping Assistant.
- If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.
Click the Customer Engagement tab.
Next to AI FAQs: embedded in page, click Set up.
Click Edit in Shopify. Your Shopify theme will open in a new browser tab, and the AI FAQs app block will be automatically added to the page layout.
Once you finish placing and editing the app block, click Save in your Shopify theme editor.

Embedding AI FAQs manually with a code snippet

If your Shopify theme does not support extensions with app blocks, then you can add AI FAQs to the template of your product pages manually with a code snippet.

Depending on your theme, the exact product page template where you need to place the code snippet may differ, but many themes commonly keep their product page template in one or more of the following files: main-product.liquid, product-form.liquid, product-template.liquid, or product.liquid. Ask your website developer if you need help.

You can find the code snippet for AI FAQs in Gorgias by going to AI Agent > Shopping Assistant > Customer Engagement, then clicking Set up next to AI FAQs. Choose Insert code snippet to find and copy the code snippet, then follow the installation instructions.

In your Shopify admin, go to Themes.
Open the three dots menu, then click Edit Code.
Find the .liquid template for your product pages (for example, in the default Dawn theme, the product page template is main-product.liquid).
Copy and paste the code snippet from Gorgias into the template for your product page, then click Save.

Note: to change the position and style the AI FAQs component, you may need to add custom CSS.

Turn off AI FAQs

You can turn off AI FAQs at any time if you no longer want to show questions on your website’s product pages, whether embedded on the page or floating above chat.

If you disable embedded AI FAQs, shoppers will no longer see questions on your website, but the app block or code will still be present on your Shopify theme. To remove it completely, delete the app block or remove the code snippet from your theme.

From the main menu, go to AI Agent, then click Shopping Assistant.
- If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.
Click the Customer Engagement tab.
Click the toggle next to AI FAQs to turn it off.

Frequently asked questions

Can I choose or edit the questions shown to shoppers?

No, AI FAQs creates product questions using a large language model (LLM) to anticipate what shoppers are likely to ask about a product. The questions are based on information from your website, like your titles, descriptions, and other structured product details.

You cannot choose or edit the questions shown to shoppers, and you cannot influence the questions by giving AI Agent guidance.

If you want to influence what questions the AI might suggest, edit the details and description of your products in Shopify.

Can AI FAQs appear in multiple places at once?

Yes, you can choose to show AI FAQs embedded on your product pages, floating above chat, or in both places.

Can I use AI FAQs with other customer engagement features?

Yes, AI FAQs can be turned on at the same time as engagement features like search assist and ask anything input. These features don’t complete — they give shoppers multiple, contextual ways to start a conversation.

What language do AI FAQs appear in?

AI FAQs appear in different languages depending on where they’re shown.

AI FAQs that are embedded on the product page are shown in the same language as the shopper’s browser.
AI FAQs floating above chat are shown when the shopper’s browser language matches the language of your chat. If the shopper’s browser language does not match an available chat language, then AI FAQs are not shown.

What happens if AI Agent can’t answer a question?

AI Agent will start a chat conversation and attempt to answer when a shopper selects a product question.

Whether the conversation starts from AI FAQs or from any other channel, AI Agent will hand over the conversation to a human agent if it lacks confidence in the answer, doesn’t find relevant knowledge, or encounters a handover topic.

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