Article Recommendations in ChatUpdated 25 days ago

Shoppers can receive answers to their inquiries before getting to an agent by having relevant articles from your Help Center suggested during Chat interactions - when they type in the Chat, they'll get a suggestion for a helpful article from your Help Center.

If they like the article suggestion, no ticket is created and, if they need more help, they can ask to talk to an agent, in which case a ticket is created.

The article suggestions in the Chat are filtered by language, so only articles in that language are recommended to the customer.

Requirements

• You must subscribe to Gorgias Automate
• You must have Lead or Admin permissions

Select a Help Center for recommendations

1. Go to Settings from the main menu, then select Article Recommendations
   • If you have more than one e-commerce store connected to Gorgias, use the dropdown menu in the top right-hand corner to switch between stores
2. Under the Configuration tab, open the dropdown menu and select a Help Center 
   • This is the Help Center that you want the AI to recommend articles from
   • The Help Center should be the same language as the Chat integration where you want to enable Article Recommendations. Learn more about setting a Help Center language.
3. Select Save Changes

Enable Article Recommendations on Chat

Now that you've selected a Help Center, enable Article Recommendations to go live.

1. Go to Settings from the main menu, then select Article Recommendations
2. Select the Channels tab
3. Open the Currently viewing dropdown menu to select a Chat integration
   • This should be the Chat where you want the AI to recommend articles
4. Select Enable Article Recommendations to turn the feature on

FAQs

How does Article Recommendation work when I have a multi-language Help Center? 

Only articles in the same language as the Chat would be recommended to your customers. 

If you have multiple languages for the Help Center and would like article recommendations for all languages, you could choose to integrate a different Chat with each language locale of the Help Center.

Are unlisted or draft articles used for Article Recommendations?

No - we only recommend published articles so no sensitive information is displayed to customers. 

How do I optimize my Help Center articles for Article Recommendations?

The top 4 keys to optimizing your Help Center for Article Recommendations are:

• Split long articles into short ones - only the most accurate information will be displayed instead of making the customers scroll through a bunch of information.
• Use consistent language - keywords are a critical part of how articles are recommended, so it's important to use the same terms/names across your Help Center (also helps with SEO).
• Keep it simple - use simplified language that focuses on accurately getting your point across, replacing overly technical or niche terms with accessible ones.
• Use headings and subheadings - when an article includes more than 1 topic, use headers (H1, H2, etc.) to divide them (also automatically creates a table of contents).