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 Hel

<div class="note-callout">Attention: Article Recommendations are no longer available for Gorgias accounts created after September 1, 2025. This feature has been retired in favor of AI Agent. AI Agent intelligently providers shoppers with answers from multiple knowledge sources, including your help center articles, in a more conversational and natural way. <a href="https://docs.gorgias.com/en-US/ai-agent-explained-497772" target="_blank" rel="noopener noreferrer">Get started with AI Agent</a>.&#xA0;</div> 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&apos;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.<img src="https://attachments.gorgias.help/k5/hc/mz0e/screenshot%202023-11-30%20at%2019.14.38-e6324ec1-c891-49a0-ac1f-4c45f6223542.png" style="width: 560px;" class="fr-fic fr-dib">The article suggestions in the Chat are filtered by language, so only articles in that language are recommended to the customer.<hr><h2 id="requirements">Requirements</h2><ul><li>To use automations like Article Recommendations, you must have an active AI Agent subscription</li><li>You must have Lead or Admin permissions</li></ul><h2 id="select-a-help-center-for-recommendations">Select a Help Center for recommendations</h2><ol><li>Go to Settings from the main menu, then select Article Recommendations<ul><li>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</li></ul></li><li>Under the Configuration tab, open the dropdown menu and select a Help Center&#xA0;<ul><li>This is the Help Center that you want the AI to recommend articles from</li><li>The Help Center should be the same language as the Chat integration where you want to enable Article Recommendations. Learn more about <a href="https://docs.gorgias.com/en-US/customize-help-center-preferences-225604" rel="noopener noreferrer" target="_blank">setting a Help Center language</a>.</li></ul></li><li>Select Save Changes</li></ol><h2 id="enable-article-recommendations-on-chat">Enable Article Recommendations on Chat</h2>Now that you&apos;ve selected a Help Center, enable Article Recommendations to go live.<ol><li id="isPasted">Go to Settings from the main menu, then select Article Recommendations</li><li id="isPasted">Select the Channels tab</li><li id="isPasted">Open the Currently viewing&#xA0;dropdown menu to select a Chat integration<ul><li id="isPasted">This should be the Chat where you want the AI to recommend articles</li></ul></li><li id="isPasted">Select Enable Article Recommendations to turn the feature on</li></ol><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025031920-bc73e893-7ce3-470a-89e4-f2c4e35d8a00-2024-08-23_15-16-61_v2%20(91).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="The &#x201C;Article recommendations&#x201D; page in Gorgias. The &#x201C;Channels&#x201D; tab is selected and highlighted. The page displays settings for &#x201C;Flows&#x201D; and &#x201C;Article Recommendation,&#x201D; with a toggle switch turned on for &#x201C;Enable Article Recommendation.&#x201D; The store name &#x201C;Very-Good-Things-Store&#x201D; is visible in the top-right corner."><hr><h2 id="faqs">FAQs</h2><h4 id="how-does-article-recommendation-work-when-i-have-a-multi-language-help-center">How does Article Recommendation work when I have a multi-language Help Center?&#xA0;</h4>Only articles in the same language as the Chat would be recommended to your customers.&#xA0;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. <h4 id="are-unlisted-or-draft-articles-used-for-article-recommendations">Are unlisted or draft articles used for Article Recommendations?</h4>No - we only recommend published articles so no sensitive information is displayed to customers.&#xA0; <h4 id="how-do-i-optimize-my-help-center-articles-for-article-recommendations">How do I optimize my Help Center articles for Article Recommendations?</h4>The top 4 keys to optimizing your Help Center for Article Recommendations are:<ul><li style="font-family: Inter; font-size: 16px;">Split long articles into short ones&#xA0;- only the most accurate information will be displayed instead of making the customers scroll through a bunch of information.</li><li style="font-family: Inter; font-size: 16px;">Use consistent language&#xA0;- keywords are a critical part of how articles are recommended, so it&apos;s important to use the same terms/names across your Help Center (also helps with SEO).</li><li style="font-family: Inter; font-size: 16px;">Keep it simple&#xA0;- use simplified language that focuses on accurately getting your point across, replacing overly technical or niche terms with accessible ones.</li><li style="font-family: Inter; font-size: 16px;">Use headings and subheadings&#xA0;- when an article includes more than 1 topic, use headers (H1, H2, etc.) to divide them (also automatically creates a table of contents).</li></ul>

Article Recommendations in Chat (Retired)

When you enable Article Recommendation in Chat, Gorgias' AI automatically recommends articles from your Help Center to answer shopper's questions. You can Train the AI to improve its recommendations and help you find gaps in your Help Center content.

<div class="note-callout">Attention: Article Recommendations are no longer available for Gorgias accounts created after September 1, 2025. This feature has been retired in favor of AI Agent. AI Agent intelligently providers shoppers with answers from multiple knowledge sources, including your help center articles, in a more conversational and natural way. <a href="https://docs.gorgias.com/en-US/ai-agent-explained-497772" target="_blank" rel="noopener noreferrer">Get started with AI Agent</a>.&#xA0;</div> When you enable <a href="https://docs.gorgias.com/en-US/article-recommendations-in-chat-368447" rel="noopener noreferrer" target="_blank">Article Recommendation in Chat</a>, Gorgias&apos; AI automatically recommends articles from your Help Center to answer shopper&apos;s questions.You can Train the AI to improve its recommendations and help you find gaps in your Help Center content. Training helps the AI improve, increase its accuracy and resolve shopper inquiries without agent involvement.&#xA0;<iframe allowtransparency="true" title="Wistia video player" allowfullscreen frameborder="0" scrolling="no" class="wistia_embed fr-draggable" name="wistia_embed" src="https://fast.wistia.net/embed/iframe/q34b3v7a4h" width="400" height="225">&#xA0;</iframe><hr><h2 id="requirements">Requirements</h2><ul><li>To use automations like Article Recommendations, you must have an active AI Agent subscription</li><li>You must have Lead or Admin permissions</li></ul><hr><h2 id="train-your-ais-recommendations">Train your AI&apos;s recommendations</h2>On the Article Recommendatios page, you can review a list of past conversations with shoppers where the AI recommended an article. Here, you can choose to Keep Recommendation or Improve Recommendation to train the AI&apos;s responses.<ol><li>Go to Settings from the main menu</li><li>Select Article Recommendations, then select the Train&#xA0;tab <ul><li>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</li></ul></li><li>Select a conversation from the list <ul><li>For each conversation, you can see the shopper&apos;s original question, the article recommended, the shopper&apos;s feedback given in the Chat, and a preview of the recommended article <img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025031919-044ea872-8033-4563-b96f-fae4b4a11afd-a8345542-5fba-49f3-95d5-a1dde9ef70d6.png" class="fr-fic fr-dii fr-rounded fr-bordered" alt="Highlighting the different options that you see when you select a conversation on the Train page for Article Recommendations in Gorgias. Highlighting the original customer message, the article that was recommended, and an article preview."></li></ul></li><li>Use the buttons for Keep Recommendation or Improve Recommendation to train the AI on its response <ul><li>Keep Recommendation tells the AI to continue serving the article to similar questions in the future</li><li>Improve Recommendation prompts you to select a different article, training the AI to use it for similar questions in the future</li></ul></li></ol><h2 id="isPasted">Limitations</h2><ul><li style="font-size: 16px; font-family: Inter;">Train My AI doesn&apos;t include article recommendations sent via email with the <a href="https://docs.gorgias.com/en-US/autoresponder---article-recommendation-(email)-103891" rel="noopener noreferrer" target="_blank">Autoresponder</a>.</li><li style="font-size: 16px; font-family: Inter;">You can&apos;t see Chat messages that failed to trigger an article recommendation.</li><li style="font-size: 16px; font-family: Inter;">You can&apos;t see any labeling stats (like each agent&#x2019;s labels/week).</li></ul>

Train your Article Recommendations (Retired)

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