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AissistantUpdated 2 months ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.


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The API is used by the Aissistant gateway to connect the Aissistant engine to Gorgias:

  • When a ticket is created or updated, Gorgias sends an event to the Aissistant gateway and then to the Aissistant engine.
  • Aissistant analyzes and generates a response based on the context of the ticket and assets of the business.
  • The Aissistant gateway transforms and sends the response to Gorgias via API.

When a customer reaches out the AI will create an internal note with a message, respond in about 10 seconds, and remove the internal note after the reply is sent (refresh the page when the reply goes through to see the internal note removed). The internal note should be deleted whether the AI responded, or a Gorgias use:


The app will work only if the Aissistant tag exists on the ticket. You can create a Rule for this. The app will then auto-tag the ticket with a corresponding tag (need_human_help in this example):

Use the customer note in Gorgias to provide additional context to Aissistant:

You can provide extra context to the Aissistant by adding customer notes manually, by Rules, or by other integrations. The more descriptive the notes are the better effect it will be. The customer note is in pure language description. Usable comments include order information, characteristics of customers, products used, bills, etc.

Add internal notes as context:

You can add an internal note in the ticket to provide more context about the ticket. The Aissistant will be able to utilize the information from the internal note to better navigate the conversations.

Leverage integrations:

Integrations are an important way for Gorgias to provide context to the ticket and Aissistant can leverage it - make sure the integration in question is correct and working. Integrations will greatly enrich Aissistant's capability to handle the most challenging inquiries.



Steps

Set up Aissistant

1. From your Gorgias account head to Settings -> App Store -> All Apps.

2. Find Aissistant on the list.

3. After selecting the app, click on the Connect App button.

4. You will be prompted to log into your Aissistant account. Once logged in go to the Gateway tab and click Add Gateways:
5. Select Gorgias and add a name (it can be your Gorgias account):

6. Add your Gorgias subdomain and click Login:

7. Authorize the app.

8. Once authorized, the rest of the information will auto-populate:

9. The newly created gateway should be turned on by default (Make sure it is):

10. Make sure that Aissistant is set to manage the right tag(s), as Aissistant for Gorgias only works on selected tags. To set the tags, click on the Gorgias icon, and then on Configure Integration, select the tag (you can choose multiple). 

This configuration is per gateway, meaning you can create different gateways (associated with different workspaces) for different sets of tags. However, don't overlap.
11. For Aissistant to work, you need to select a Self which is a user in Gorgias for Aissistant to behave as. Only a single choice is allowed:

12. The gateway needs to have an associated workspace as well. Normally, the workspace is set while creating the gateway. However, there is a chance that the workspace might be missed during other steps:

13. After the setup is done, the app will appear under Settings -> App Store -> HTTP Integration page.

14. You should also see a widget in the sidebar and create a draft response:


Set up Rules to improve the flow

Aissistant outputs tags as mechanisms to communicate with both humans and workflows. 3 system tags don't have any setup:

  • need_human_help: there is something that Aissistant doesn't understand, therefore needs help;
  • information_to_human: there is information that Aissistant wants to let humans know;
  • transfer_to_human: need to transfer to humans either by fallback or by user request.

One way to utilize those tags is to create Rules in Gorgias:

In that case, the ticket will be shown as open so that humans can quickly identify it.



Limitations

There are several scenarios where Aissistant will leave the ticket unprocessed:

  • Aissistant couldn't find a proper response to the user's inquiry. In some scenarios, it may respond to ask the user to clarify the question.
  • The conversation has been marked suspended, in which case the engine no longer processes the thread.
  • Someone else other than Aissistant has been assigned to the conversation, in that case, the Aissistant considers it bulge-in and won't respond to it. Assigning it back to Aissistant won't trigger Aissistant to process the previous message, but it will react on the next one as long as the conversation is not suspended.
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