You can use Article Recommendations to automatically share answers from your Help Center when customers ask a question in chat. After receiving a recommended article, if the customer clicks “Yes, that was helpful”, no ticket is created in your helpde

<div style="background-color: #ffffff; border-radius: 8px; padding: 24px; max-width: 600px; box-shadow: 0 1px 3px rgba(0, 0, 0, 0.1);"><h3 style="margin: 0 0 16px 0; font-size: 18px; font-weight: 600; color: #1d1c1d; line-height: 1.4;" id="who-can-use-this-feature">Who can use this feature?</h3><div style="display: flex; flex-direction: column; gap: 12px;"><div style="display: flex; align-items: flex-start; gap: 12px;"><div style="flex-shrink: 0; width: 20px; height: 20px; margin-top: 2px;"><span class="ph-light ph-user" style="color: #868686; font-size: 20px;">&#xA0;</span></div><div style="flex: 1; font-size: 15px; line-height: 1.5; color: #1d1c1d;"><span style="color: #ff9780; font-weight: 600;">Owner</span>, <span style="color: #ff9780; font-weight: 600;">Admin</span> and <span style="color: #ff9780; font-weight: 600;">Lead</span> roles</div></div><div style="display: flex; align-items: flex-start; gap: 12px;"><div style="flex-shrink: 0; width: 20px; height: 20px; margin-top: 2px;"><span class="ph-light ph-flag" style="color: #868686; font-size: 20px;">&#xA0;</span></div><div style="flex: 1; font-size: 15px; line-height: 1.5; color: #1d1c1d;">All plans with the <span style="color: #ff9780; font-weight: 600;">AI Agent add-on</span> <span style="color: #616061;">(required to access automations)</span></div></div><div style="display: flex; align-items: flex-start; gap: 12px;"><div style="flex-shrink: 0; width: 20px; height: 20px; margin-top: 2px;"><span class="ph-light ph-storefront" style="color: #868686; font-size: 20px;">&#xA0;</span></div><div style="flex: 1; font-size: 15px; line-height: 1.5; color: #1d1c1d;">Can be used with <span style="color: #ff9780; font-weight: 600;">BigCommerce</span> and <span style="color: #ff9780; font-weight: 600;">Magento</span> stores</div></div></div></div><p><br></p><div class="note-callout"><strong>Deprecated for Shopify integrations:</strong> Article Recommendations are not available for Gorgias accounts with connected Shopify stores created after&#xA0;<strong>September 1, 2024</strong>.&#xA0;<br><br>If you connect to Shopify and created your Gorgias account before September 2024, you can use Article Recommendations until <strong>January 30, 2026</strong>. After this date, the feature will stop working. Brands with Shopify stores should <a href="https://docs.gorgias.com/en-US/ai-agent-explained-497772">use AI Agent to automate responses instead</a>.&#xA0;</div><p><br>You can use Article Recommendations to automatically share answers from your Help Center when customers ask a question in chat.</p><p>After receiving a recommended article, if the customer clicks &#x201C;Yes, that was helpful&#x201D;, no ticket is created in your helpdesk and the conversation is considered an <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385#automated-interactions">automated interaction</a>. If the customer asks for more help, a ticket is created for your team to respond to.</p><p><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025120119-d1528576-80ad-41a1-8c88-7b01a43410d8-e93232ca-665c-4787-939b-2c903e9478d3.png" id="isPasted" class="fr-fic fr-dii fr-rounded fr-bordered" alt="A side-by-side comparison of two open chat widgets on a website. On the left, Gorgias&apos;s AI responds to a shopper&apos;s question with a help center article that answers their question. On the right, the shopper has opened the help center article into an expanded view to read it within the chat."></p><hr><h2 id="select-a-help-center-for-recommending-articles">Select a Help Center for recommending articles</h2><p>When you turn on Article Recommendations, relevant articles from your Help Center are shared with customers when they ask an initial question in chat.</p><p>The Help Center you choose must be active (set to <strong>Live</strong>), and should contain published articles. Unlisted or draft articles are not shared as recommendations.</p><p>The Help Center you choose should have the same language(s) as the chat integration where you want to use Article Recommendations. Only articles that match the language of the chat are shared as recommendations, so your customers only receive articles in their own language. Learn how to <a href="https://docs.gorgias.com/en-US/customize-help-center-preferences-225604" target="_blank" rel="noopener noreferrer">manage Help Center languages</a> and <a href="https://docs.gorgias.com/en-US/multi-language-support-337057#chat" target="_blank" rel="noopener noreferrer">your chat language</a>.</p><p>To select a Help Center:</p><ol><li>From the main menu, go to <strong>Settings</strong> &gt; <strong>Article Recommendations</strong>.<ul><li>If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the store you want to make changes to.</li></ul></li><li>Click the <strong>Configuration</strong> tab.</li><li>Open the dropdown menu and <strong>select the Help Center</strong> you want to use for recommending articles.</li><li>Select <strong>Save Changes</strong>.</li></ol><hr><h2 id="turn-on-article-recommendations-for-chat">Turn on Article Recommendations for chat</h2><p>You can control which chat integrations use Article Recommendations in the channels tab (<strong>Settings</strong> &gt; <strong>Article Recommendations</strong> &gt; <strong>Channels</strong>). Once Article Recommendations is turned on, customers will start to receive suggested articles from the Help Center you selected when they ask an initial question in chat.</p><ol><li>From the main menu, go to <strong>Settings</strong> &gt; <strong>Article Recommendations</strong>.<ul><li>If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the store you want to make changes to.</li></ul></li><li>Click the <strong>Channels</strong> tab.</li><li>Open the <strong>Currently viewing</strong> dropdown menu, then select the chat integration where you want to enable Article Recommendations.</li><li>Scroll down and click the toggle to <strong>Enable Article Recommendation</strong>.</li></ol><hr><h2 id="test-your-article-recommendations">Test your article recommendations</h2><p>You can <a href="https://docs.gorgias.com/en-US/how-to-test-automation-features-without-creating-billable-tickets-286870" target="_blank" rel="noopener noreferrer">test your automations</a>, including Article Recommendations, to make sure they&#x2019;re working as intended without being charged usage fees for <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385#automated-interactions" target="_blank" rel="noopener noreferrer">automated interactions</a>.</p><p>When you turn on Article Recommendations, use test mode to check that the articles you expect to be recommended when a customer asks a specific question are being shared. If a relevant answer is not being shared, you can <a href="https://docs.gorgias.com/en-US/create-a-help-center-article-or-category-207795" target="_blank" rel="noopener noreferrer">create or update articles</a> to better answer the question, or you can train Gorgias&#x2019;s recommendation AI to retrieve the correct article.</p><p>To test Article Recommendations:</p><ol><li>From the main menu, go to <strong>Settings</strong> &gt; <strong>Article Recommendations</strong><ul><li>If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the correct store</li></ul></li><li>Click the <strong>Channels</strong> tab</li><li>Open the <strong>Currently viewing</strong> dropdown menu, then select the chat integration that you want to test.</li><li>Click <strong>Test</strong>. Your store website will open in preview mode where you open the chat and start a conversation to see how articles are being recommended.</li></ol><hr><h2 id="train-your-article-recommendations">Train your article recommendations</h2><p>You can train Gorgias&#x2019;s AI to improve the accuracy of the articles it recommends. In your Article Recommendations settings, you can review a list of past conversations with customers where the AI recommended an article. From here, you choose to either keep the AI&#x2019;s recommendation or improve it by selecting a more relevant article to match the shopper&#x2019;s question.</p><p>To train Article Recommendations:</p><ol><li>From the main menu, go to <strong>Settings</strong> &gt; <strong>Article Recommendations</strong><ul><li>If you have more than one store connected to Gorgias, use the dropdown menu in the top right-hand corner to select the correct store</li></ul></li><li>Click the <strong>Train&#xA0;</strong>tab</li><li>Select a conversation from the list. For each conversation, review the shopper&#x2019;s original question and the article that Gorgias&#x2019;s AI recommended.</li><li>Click either <strong>Keep Recommendation</strong> or <strong>Improve Recommendation</strong>to train the AI on its responses<ul><li><strong>Keep Recommendation</strong> tells the AI serving the same article for similar questions in the future</li><li><strong>Improve Recommendation</strong> prompts you to select article, training the AI to use it for similar questions in the future</li></ul></li></ol><hr><h2 id="faqs">FAQs</h2><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Do Gorgias&#x2019;s AI recommend articles in my customer&#x2019;s language?</p></summary><p><br>When a customer starts a chat conversation, Gorgias&#x2019; recommendation AI only shares articles that match the same language as the chat. That way, customers only receive answers in their own language.</p><p>If you have multiple languages set up on your Help Center, make sure you <a href="https://docs.gorgias.com/en-US/multi-language-support-337057#chat" target="_blank" rel="noopener noreferrer">add the same languages to your chat</a>. You should also make sure that the articles in your Help Center that you want to recommend are available in your supported languages.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">How do I optimize my Help Center articles for Article Recommendations?</p></summary><strong><br></strong><ul><li><strong>Keep articles concise:</strong> split long articles into shorter articles so that the most important information is displayed in chat, rather than making customers scroll through recommended content.</li><li><strong>Focus on keywords:</strong> Gorgias&#x2019;s AI picks up on commonly used keywords to match articles with a customer&#x2019;s questions and intent.</li><li><strong>Use language simple:</strong> use simplified terminology that focuses on accurately getting your point across, replacing overly technical or niche terms with accessible ones.</li><li><strong>Use headings and subheadings:</strong> organize your article into helpful headings that help readers find and scan for answers quickly</li></ul></details>

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