Gorgias Automate works 24/7 to answer up to 60% of your most repetitive tickets with a 0-second response time, freeing your team to focus on conversations that actually need a human touch.

<div class="note-callout">Gorgias Automate features are available for Shopify, Magento, and BigCommerce stores, however, Order Management is only available for Shopify stores and is not available for WooCommerce stores.&#xA0;</div> Gorgias Automate is a supplementary subscription for Gorgias - it works 24/7 to answer up to 60% of your most repetitive tickets with a 0-second response time, freeing your team to focus on conversations that need a human touch.<hr><h2 id="included-features"> Included features</h2>When you go to the Automate section in the top left corner of your sidebar, you&apos;ll land on the <a href="https://docs.gorgias.com/en-US/403846-e3dfab2c01a54983bce7d2d57e9db2c5" rel="noopener noreferrer" target="_blank">Overview page</a> page where you can see the impact that your Automate settings have on the interactions with your customers, how to boost it further, and what resources you can use to help you with new setups.<h3 id="isPasted">AI Agent (Email)</h3>AI Agent is an autonomous support assistant designed specifically for ecommerce brands. Trained on your store&#x2019;s Shopify data, policies, and brand guidelines, AI Agent responds to customer emails with personalized, high-quality answers &#x2014; freeing up valuable time for your team to focus on more impactful conversations.When AI Agent receives an email ticket, it decides whether it can reply with a relevant response, complete an action (like cancel an order), or close the ticket if it detects spam. If AI Agent cannot provide a response, it either asks for more information or hands-off the ticket to your human team.<a href="https://docs.gorgias.com/en-US/articles/ai-agent-135134" rel="noopener noreferrer" target="_blank">AI Agent</a><h3 id="flows-chat-help-center-contact-form">Flows (Chat, Help Center, Contact Form)</h3>Create custom, multi-step paths to answer shopper questions based on particular preferences.<a href="https://docs.gorgias.com/en-US/flows-101-252069" rel="noopener noreferrer" target="_blank">Flows</a><h3 id="order-management-chat-help-center-contact-form">Order Management (Chat, Help Center, Contact Form) </h3><h4 id="chat">Chat</h4>Shipping status requests are among the most common across all channels - at 12% on average.Reduce Where Is My Order? (<a href="https://docs.gorgias.com/en-US/wismo-autoresponder---send-tracking-information-email-248370" rel="noopener noreferrer" target="_blank">WISMO</a>) questions by providing new insightful shipping information so customers can track all their orders within the Order Management feature.Gorgias offers estimated delivery dates and real-time carrier shipment statuses with over 940 carriers.<h4 id="help-center">Help Center</h4>Make your <a href="https://gorgias-help-center.gorgias.help/en-US/gorgias-help-center-81865" target="_blank">Help Center</a> actionable by offering Order Management for Tracking, Returns, Cancels, and other common issues.<a href="https://docs.gorgias.com/en-US/order-management-101-81861" rel="noopener noreferrer" target="_blank">Order Management</a><h3 id="report-issue-via-order-management-chat-help-center-contact-form">Report Issue via Order Management (Chat, Help Center, Contact Form)</h3>Unlock 25 custom reasons in the Report an Issue Order Management so your customers can select what&#x2019;s wrong with their order - the more granular you get, the more you&#x2019;ll understand your products and customers&apos; issues.Create Rules to streamline or completely automate your replies based on the issue reason.<a href="https://docs.gorgias.com/en-US/report-order-issue-101-316800" rel="noopener noreferrer" target="_blank">Report Issue</a><h3 id="automate-reporting-statistics">Automate Reporting (Statistics)</h3>Quickly gather insights on issues and take quick action with detailed information on:&#xA0;<ul><li style="font-size: 16px;">Customer usage and ticket deflections</li><li style="font-size: 16px;">ROI through money and time saved</li><li style="font-size: 16px;">Gorgias Automate features distribution</li><li style="font-size: 16px;">Products with the most issues</li><li style="font-size: 16px;">Top issues reported</li><li style="font-size: 16px;">Products with the most return requests</li></ul><a href="https://docs.gorgias.com/en-US/automate-reports-101-340279" rel="noopener noreferrer" target="_blank">Automate Reports</a><h3 id="autoresponders-rules">Autoresponders (Rules)</h3>Install autoresponders and leverage AI to resolve tickets. These Rules are created and managed by Gorgias and can be added in a few clicks.&#xA0;They can also be customized to suit your business including the outbound reply copy, variables, and block/allow email lists. These lists allow you to specify email addresses you wish to always include or always exclude.We currently have the following autoresponders:<ul><li style="font-size: 16px;">Auto-close spam emails</li><li style="font-size: 16px;">Send tracking information email</li><li style="font-size: 16px;">Automate return request emails</li><li style="font-size: 16px;">Article Recommendation via email</li></ul><a href="https://docs.gorgias.com/en-US/autoresponder-rules-101-248369" rel="noopener noreferrer" target="_blank">Autoresponders</a><h3 id="article-recommendations-email-chat">Article recommendations (Email, Chat)</h3><h4 id="email">Email</h4>Suggest articles in emails based on questions from customers.If the Article recommendation via email Rule is enabled, it&apos;ll automatically suggest articles from your Help Center to your customers via email.<a href="https://docs.gorgias.com/en-US/article-recommendation-(email)-103891" rel="noopener noreferrer" target="_blank">Email Article Recommendation</a> <h4 id="chat-1">Chat</h4>Suggest articles in Chat based on questions from customers, using the power of AI.&#xA0;When a customer asks a question in your Chat widget, Gorgias will search your Help Center and provide the customer with relevant articles.<a href="https://docs.gorgias.com/en-US/article-recommendations-in-chat-368447" rel="noopener noreferrer" target="_blank">Chat Article Recommendation</a><h3 id="ticket-volume-control-chat">Ticket volume control (Chat)</h3>Once enabled, your customers can only start a conversation through automated interaction (Quick Responses, Flows, or Order Management).&#xA0;This is intended to reduce the volume of tickets by pushing more deflection through Automate features - a ticket will only be created if the automated interaction fails and the shopper says they need more help.<a href="https://docs.gorgias.com/en-US/require-automated-interaction-289547" rel="noopener noreferrer" target="_blank">Require Automated Interaction</a><h3 id="train-your-article-recommendations">Train your Article Recommendations</h3>This is a page where you can review all the articles sent with Article Recommendation feature in Chat and have more visibility into how your customers interact with your Help-Center articles. By training the AI algorithm that recommends articles, you will improve its accuracy and ability to resolve customer inquiries without any agent work.<a href="https://docs.gorgias.com/en-US/train-my-ai-373778" rel="noopener noreferrer" target="_blank">Train My AI</a><hr><h2 id="faqs"> FAQs</h2><h4 id="whats-an-automated-interaction">What&apos;s an automated interaction?&#xA0;</h4>An automated interaction is a customer request resolved without agent involvement, using one of the Gorgias Automate features.A ticket will be considered an automated Interaction only if the customer doesn&apos;t end up speaking to an agent - if a customer uses one of the Automate features, but ends up talking to Support via live Chat, that ticket won&apos;t be considered an automated interaction.Finally, a ticket can never be charged as both an automated interaction and a billable ticket at once, it will either be an automated interaction or a billable helpdesk ticket. <h4 id="why-do-i-have-to-pay-extra-for-these-features">Why do I have to pay extra for these features?</h4>Gorgias is committed to delivering a market-leading product worthy of our enterprise merchants and accessible to everyone.We understand that for merchants who are just starting, having a low-cost tech stack is important. To support small businesses and help new e-commerce merchants thrive, Gorgias is committed to maintaining an entry-level pricing option (the Basic plan).By making enhanced features available through add-ons like the Automate subscription, we can provide clients with better flexibility and ensure you have the right solution at any growth stage.This pricing model allows us to invest back into the platform and continue to release improvements to our merchants regularly. <h4 id="how-do-i-add-this-to-my-account">How do I add this to my account?</h4>Go to Settings &#x2192; Account -&gt; Billing &amp; usage -&gt; Usage &amp; Plans and choose Update Plan under the Automate box.<img src="https://attachments.gorgias.help/k5/hc/mz0e/c42c15c3-ce31-43eb-9269-bcd12105813d-f88b7bb2-a911-483b-a94e-fda28b8bd743.png" style="width: 533px;" class="fr-fic fr-dib"> <h4 id="can-i-cancel-the-gorgias-automate-subscription-but-continue-my-normal-subscription">Can I cancel the Gorgias Automate subscription but continue my normal subscription?</h4>Yes, they&apos;re independent of one another. If you want to cancel the Gorgias Automate subscription but continue with your base plan, simply go to Settings &#x2192; Account -&gt; Billing &amp; usage -&gt; Usage &amp; Plans and choose Update Plan under the Automate box, then Remove Product.<img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/Gorgias_Automate_Cancel-8faade34-20d8-4127-a89a-f9028c4e7b0a.gif" style="width: 692px;" class="fr-fic fr-dib fr-fil"><hr><h2 id="related-articles"> Related articles</h2><ul><li style="font-size: 16px;"><a href="https://docs.gorgias.com/en-US/automation-add-on-pricing-289528" rel="noopener noreferrer" target="_blank">Gorgias Automate pricing</a></li><li style="font-size: 16px;"><a href="https://docs.gorgias.com/en-US/340279-d059da91107e47aeaa6a3aecf3ca72d7" rel="noopener noreferrer" target="_blank">Automate reporting</a></li></ul> <div class="note-callout">You can check out our&#xA0;Setting up Your AI Agent Guide&#xA0;and attend our&#xA0;AI Agent Implementation webinar&#xA0;to get some more tips on implementing the AI Agent on your account</div>

Automate 101

Congratulations on taking your Support offering to the next level. Below are set-by-step instructions on how to set up the new features you've just unlocked.Quick response flowsQuick response flows allow you to have up to 4 custom frequently asked qu

Automate is designed with a quick setup in mind - most features can be enabled immediately with little or no additional configuration required.We provide 5 options for Automate setup:<ul><li id="isPasted" style="font-family: Inter; font-size: 16px;">Self-setup using the Gorgias Academy course</li><li style="font-family: Inter; font-size: 16px;">Self-setup using documentation</li><li style="font-family: Inter; font-size: 16px;">Self-setup using video tutorial</li><li style="font-family: Inter; font-size: 16px;">Instructor-lead setup with an Automate specialist (Basic and Pro accounts only)</li><li style="font-family: Inter; font-size: 16px;">CSM-lead setup with your dedicated CSM (Advanced and Enterprise accounts only)</li></ul><hr><h2 id="steps"> Steps</h2><h3 id="gorgias-academy-course-setup">Gorgias Academy course setup</h3>The Set up Gorgias Automate course walks through each feature and how to get set up in under an hour. It also includes examples of how features appear to your customers as well as interactive guides.<a href="https://link.gorgias.com/vh5" rel="noopener noreferrer" target="_blank">Start now</a><hr><h3 id="documentation-setup"> Documentation setup</h3>These Help Center articles include step-by-step instructions for setting up Automate and a summary of each feature, alongside supporting information and templates.<h4 id="flows">Flows</h4><ul><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/flows-101-252069" rel="noopener noreferrer" target="_blank">Flows 101</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/create-a-new-flow-256472" rel="noopener noreferrer" target="_blank">Create a new flow</a></li></ul><h4 id="quick-responses">Quick Responses</h4><ul><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/quick-responses-101-81897" rel="noopener noreferrer" target="_blank">Quick Responses 101</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/create-a-quick-response-277495" rel="noopener noreferrer" target="_blank">Create a Quick Response</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/quick-response-templates-243755" rel="noopener noreferrer" target="_blank">Quick Response templates</a></li></ul><h4 id="order-management">Order Management</h4><ul><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/order-management-101-81861" rel="noopener noreferrer" target="_blank">Order Management 101</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/store-compatibility-368446" rel="noopener noreferrer" target="_blank">Store compatibility</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/configure-track-order-option-315730" rel="noopener noreferrer" target="_blank">Configure Track order option</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/configure-cancel-order-option-315739" rel="noopener noreferrer" target="_blank">Configure Cancel option</a></li><li style="font-size: 16px; font-family: Inter;">Configure the&#xA0;<a href="https://docs.gorgias.com/en-US/articles/return-flow-103988" rel="noopener noreferrer" target="_blank">Return flow</a> using one of the following methods: <a href="https://docs.gorgias.com/en-US/configure-return-flow-(automatic-response)-368442" rel="noopener noreferrer" target="_blank">Automated message (no Loop Returns integration)</a> <a href="https://docs.gorgias.com/en-US/return-flow-with-loop-returns-integration-368444" rel="noopener noreferrer" target="_blank">Existing Loop Returns integration</a> <a href="https://docs.gorgias.com/en-US/configure-return-flow-(new-loop-returns-integration)-315731" rel="noopener noreferrer" target="_blank">New Loop Returns integration</a></li></ul><h4 id="report-order-issue-order-management">Report Order Issue (Order Management)</h4><ul><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/report-order-issue-101-316800" rel="noopener noreferrer" target="_blank">Report Order Issue 101</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/default-scenarios-316801" rel="noopener noreferrer" target="_blank">Default scenarios</a></li></ul><h4 id="article-recommendations">Article recommendations</h4><ul><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/article-recommendations-101-368447" rel="noopener noreferrer" target="_blank">Article Recommendations 101</a></li><li style="font-size: 16px; font-family: Inter;">Set up Article Recommendations in <a href="https://docs.gorgias.com/en-US/article-recommendations-in-chat-368447" rel="noopener noreferrer" target="_blank">Chat</a> and <a href="https://docs.gorgias.com/en-US/article-recommendation-in-email-103891" rel="noopener noreferrer" target="_blank">Email</a></li></ul><h4 id="autoresponders">Autoresponders</h4><ul><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/autoresponder-rules-101-248369" rel="noopener noreferrer" target="_blank">Autoresponder Rules 101</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/auto-close-spam-emails-437924" rel="noopener noreferrer" target="_blank">Configure auto-close spam emails Autoresponder</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/send-tracking-information-email-(wismo)-248370" rel="noopener noreferrer" target="_blank">Configure send tracking information email Autoresponder</a></li><li style="font-size: 16px; font-family: Inter;"><a href="https://docs.gorgias.com/en-US/automate-return-request-emails-187962" rel="noopener noreferrer" target="_blank">Configure return request emails Autoresponder</a></li></ul><hr><h3 id="video-tutorial-setup"> Video tutorial setup</h3>The Setting up Automate video tutorial walks through each Automate feature and explains how to set up/configure them in under 15 minutes.You can click the chapters icon to skip between features<img src="https://attachments.gorgias.help/k5/hc/mz0e/screenshot%202023-12-01%20at%2016.53.48-e1728f75-a43d-4aa4-abaa-e78b99bee9d3.png" style="width: 33px;" class="fr-fic fr-dii">.<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/frb519891g" width="400" height="225"></iframe><hr><h3 id="gorgias-specialist-setup"> Gorgias specialist setup</h3><div class="tip-callout">Instructor-led calls are for Basic and Pro accounts only - Advanced and Enterprise clients can schedule a set-up call with their dedicated CSM.</div> We have a team of automation experts available to guide you through setting up Automate in 30 30-minute 1:1 virtual calls. While we do have team members located globally, these calls are on a first-come-first-served basis and availability is limited.&#xA0;<a href="https://calendly.com/gorgias-office-hours/aao-consult-call?back=1&amp;month=2023-12&amp;utm_campaign=automate-article&amp;utm_medium=link&amp;utm_source=help-center" rel="noopener noreferrer" target="_blank">Book now</a><hr><h3 id="dedicated-csm-setup"> Dedicated CSM setup</h3><div class="tip-callout">CSM-lead calls are for Advanced and Enterprise accounts only - Basic and Pro accounts can schedule a set-up call with an automation specialist.</div> In addition to being e-commerce experts, all of our CSMs are experienced in automation. Your CSM can walk you through how to set up Automate and tailor the configuration of new features to your brand.

Set up Automate Features

Autoresponders identify the intent of inbound email tickets and take action on your behalf either by closing tickets or replying with relevant information and then closing the tickets. Check out our articles devoted to the Autoresponders in the Rules

<p id="isPasted" style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">Autoresponders identify the intent of inbound email tickets and take action on your behalf either by closing tickets or replying with relevant information and then closing the tickets.&#xA0;<div class="note-callout">If the shopper replies, the tickets reopen so your agents can take over.</div><p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;"> Check out our <a href="https://docs.gorgias.com/en-US/articles/autoresponder-rules-121730" id="isPasted" rel="noopener noreferrer" target="_blank">articles devoted to the Autoresponders</a> in the Rules section of the Help Center for more detailed information.<table style="width: 100%;"><thead><tr><th style="width: 31.4324%; vertical-align: middle; text-align: center;">Name</th><th style="width: 68.4231%; vertical-align: middle; text-align: center;">Description</th></tr></thead><tbody><tr><td style="width: 31.4324%;"><div style="text-align: center;"><a href="https://docs.gorgias.com/en-US/auto-close-spam-emails-437924" rel="noopener noreferrer" target="_blank">Auto-close spam emails</a> </div></td><td>Detects and closes tickets that don&apos;t require a response from support based on the other/no_reply intent.</td></tr><tr><td style="width: 31.4324%;"><div style="text-align: center;"><a href="https://docs.gorgias.com/en-US/article-recommendation-(email)-103891" rel="noopener noreferrer" target="_blank">Article recommendations</a><a href="https://docs.gorgias.com/en-US/configure-article-recommendation-autoresponder-368853" rel="noopener noreferrer" target="_blank"> </a></div></td><td>Automatically replies to eligible inbound email tickets, by suggesting up to 3 relevant articles from your Help Center, then closes the ticket based on the order/cancel,&#xA0;order/damaged, order/wrong, other/question, subscription/cancel, and discount/request intents.</td></tr><tr><td style="width: 31.4324%;"><div style="text-align: center;"><a href="https://docs.gorgias.com/en-US/send-tracking-information-email-(wismo)-248370" rel="noopener noreferrer" target="_blank">Send tracking information email</a><a href="https://docs.gorgias.com/en-US/configure-send-tracking-information-email-autoresponder-368862" rel="noopener noreferrer" target="_blank"> </a></div></td><td>Detects emails related to order status or tracking, replies with tracking links for the shopper&#x2019;s last 3 orders, and auto-closes the ticket based on the shipping/status intent.</td></tr><tr><td style="width: 31.4324%;"><div style="text-align: center;"><a rel="noopener noreferrer" target="_blank"></a><a href="https://docs.gorgias.com/en-US/automate-return-request-emails-187962" rel="noopener noreferrer" target="_blank">Return request emails</a></div></td><td style="width: 68.4231%;"><span id="isPasted" style="color: rgb(22, 22, 22); font-family: Inter; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Detects emails related to return requests, auto-replies with the link to your return portal, and auto-closes the ticket based on the return/request intent.</td></tr></tbody></table>

Autoresponders

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">This feature is accessible to users with the <a href="https://docs.gorgias.com/en-US/gorgias-automate-101-81855" rel="noopener noreferrer" target="_blank">Gorgias Automate</a> and at least one <a href="https://docs.gorgias.com/en-US/help-center-101-81865" rel="noopener noreferrer" target="_blank">Help Center integration enabled</a> with published articles.</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.<div class="note-callout">You can also check out <a href="https://docs.gorgias.com/en-US/article-recommendation-in-email-103891" rel="noopener noreferrer" target="_blank">Article Recommendations in Email</a>&#xA0;from our Autoresponders.</div><hr><h2 id="steps"> Steps</h2>1. Go to Automate -&gt; your Shopify store -&gt; Article Recommendation.2. Under Help Center, select the Help Center you want to be used in the Chat.Make sure that the connected Help Center is in the same language as the Chat integration that you&apos;re installing recommendations on - you can check that in Settings -&gt; Channels -&gt; Help Center -&gt; Preferences,&#xA0;and for Chat in Settings -&gt; Channels -&gt; Chat -&gt; your Chat integration -&gt; Language.3. Click on Save Changes.<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

To ensure the smooth running of your automated flows, we have a testing mode that allows you to try out all your configurations without being billed for it. We encourage you to take advantage of the test mode to verify the configurations of your Auto

<div class="note-callout">This feature is only available to&#xA0;<a href="https://docs.gorgias.com/en-US/gorgias-automate-101-81855" rel="noopener noreferrer" target="_blank">Automate</a> subscribers.&#xA0;</div> To ensure the smooth running of your automated flows, we have a testing mode that allows you to try out all your configurations without being billed for it.&#xA0;We encourage you to take advantage of the test mode to verify the configurations of your Automate features, especially if you&apos;re building multi-step Flows. If you have a test store, we recommend testing the workflows on your test store before setting it live.&#xA0;<hr><h2 id="steps"> Steps</h2>1. Ensure that you&apos;re logged in as an Admin user.2. Go to&#xA0;Automate -&gt; your Shopify store -&gt; Channels.3. Select the channel (Chat, Help Center, Contact Form) you&apos;d like to configure.4. Click on Try It Live,&#xA0;below the right-hand-side preview - this&apos;ll direct you to the live page.<img src="https://attachments.gorgias.help/k5/hc/mz0e/9a74dd47-0e41-4ff2-9b90-49319eeb4c22-b71f5db3-1e50-4410-965f-4489e65b57a8.png" style="width: 563px;" class="fr-fic fr-dib"><div class="note-callout">The channels you want to test need to be enabled: <a href="https://docs.gorgias.com/en-US/chat-getting-started-81789#setup-instructions" rel="noopener noreferrer" target="_blank">Chat</a>, <a href="https://docs.gorgias.com/en-US/create-a-help-center-article-or-category-207795" rel="noopener noreferrer" target="_blank">Help Center</a>, and <a href="https://docs.gorgias.com/en-US/standalone-contact-form-242018" rel="noopener noreferrer" target="_blank">Contact Form</a>.</div> 5. Here, you can test all the automated workflows you set up - you&apos;ll see an orange banner that indicates you&apos;re in test mode.&#xA0;<div class="note-callout">These options are live on your site, but while you&apos;re in this test mode, you won&apos;t be billed for any interactions&#xA0;you create and you won&apos;t receive tickets in your helpdesk.</div> <img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/undefined-2bae0a82-aea6-4351-aba9-3f8defde3bad" style="width: 237px;" class="fr-fic fr-dib">6. Once you&apos;re done testing, click on Exit to terminate test mode - any interactions you create outside of test mode might become billable.

Test Automate without billable tickets

Train is a page in the Automate tab where you can review all the articles sent with the Article Recommendation feature in Chat. With this feature, you will have more visibility into how your customers interact with your Help-Center articles, helping

<div><div class="note-callout">Only Admins and Lead agents can use the Train feature for Article Recommendations.</div></div> Train is a page in the Automate tab where you can review all the articles sent with the <a href="https://docs.gorgias.com/en-US/article-recommendations-in-chat-368447" rel="noopener noreferrer" target="_blank">Article Recommendation feature in Chat</a>.&#xA0;With this feature, you will have more visibility into how your customers interact with your Help-Center articles, helping you create, split, update, or correct them. By training the AI algorithm that recommends articles, you&apos;ll improve its accuracy and ability to resolve customer inquiries without any agent work.On the page, you see a list of past Article Recommendation interactions in Chat, including the customer&#x2019;s original question and the article that was recommended.&#xA0;For each interaction, you can either:&#xA0;<ul><li style="font-size: 16px; font-family: Inter;">Keep Recommendation - which trains the AI to continue serving the article to similar questions in the future.</li><li style="font-size: 16px; font-family: Inter;">Improve Recommendation&#xA0;- which prompts you to select a different article, training the AI to serve that article for similar questions in the future.</li></ul>You can benefit from this feature if you <a href="https://docs.gorgias.com/en-US/create-a-help-center-207795" rel="noopener noreferrer" target="_blank">create a Help Center</a> and <a href="https://docs.gorgias.com/en-US/article-recommendation-in-email-103891" rel="noopener noreferrer" target="_blank">enable the Article Recommendation feature</a>. <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"></iframe><hr><h2 id="limitations"> 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><hr><h2 id="steps"> Steps</h2>1. Go to Automate -&gt; your Shopify store -&gt; Article recommendations2. Select the Train&#xA0;tab to review articles recommended in customer messages3. You&apos;ll see the list of articles recommended with Article recommendations in Chat. <img src="https://attachments.gorgias.help/k5/hc/mz0e/ai_training_page-f4005ee9-c656-455f-b539-f6a83af1b798.png" style="width: 682px;" class="fr-fic fr-dib">4. In the list of messages, you can see the customer&#x2019;s question, the article recommended, customer feedback given in the Chat, and a preview of the recommended article:<img src="https://attachments.gorgias.help/k5/hc/mz0e/screenshot_2023-12-08_at_3.13.17_pm-179deb8a-4dd9-4bbe-b5ca-5edf1b358830.png" style="width: 692px;" class="fr-fic fr-dib"> 5. In each interaction, you can select to improve the recommendation or keep it. <img src="https://attachments.gorgias.help/k5/hc/mz0e/screenshot%202023-12-13%20at%2015.08.39-71c808e3-55be-43ec-accc-f37d73d6a3a7.png" style="width: 364px;" class="fr-fic fr-dib">If you select Keep Recommendation&#xA0;you will be moved to the next interaction in the list.If you select Improve Recommendation, you will have the option to select the category and the article from the drop-down menu and then click on the Select Article button to improve it.<img src="https://attachments.gorgias.help/k5/hc/mz0e/gorgias%20ai%20training%20-%20selection-4a88822a-dcf2-4af6-b435-c3c12c80084a.png" style="width: 692px;" class="fr-fic fr-dib">6. Once you review the recommendation, the progress bar will change and you&apos;ll be moved to evaluate the next article recommendation. When you complete all the reviews, the progress bar will be full and all article recommendations that were reviewed will have a checkmark. <img src="https://attachments.gorgias.help/k5/hc/mz0e/ai_training_page_(8)-dc4b4729-a565-4628-bf8f-ceb08e74a013.png" style="width: 692px;" class="fr-fic fr-dib">

Train your Article Recommendations

When you navigate to Automate in the top left corner of your sidebar, you'll land on the Overview page where you'll see the impact your Automate settings have on the interactions with your customers, how to further boost your automation, and what res

<div class="note-callout">This page is only visible to Gorgias Automate subscribers - if you&apos;re not subscribed or would like to find out more about the feature, please <a href="https://www.gorgias.com/demo-product?utm_source=helpcenter" id="isPasted" rel="noopener noreferrer" target="_blank">schedule a call with our team</a>.</div> When you navigate to Automate in the top left corner of your sidebar, you&apos;ll land on the Overview page where you&apos;ll see the impact your Automate settings have on the interactions with your customers, how to further boost your automation, and what resources you can use to help you with the setup.&#xA0;<img src="https://attachments.gorgias.help/k5/hc/mz0e/my%20automate-bdb48802-3ae6-42bc-863f-ad81c22a82f5.png" style="width: 692px;" class="fr-fic fr-dib"><hr><h2 id="performance"> Performance</h2>At the top of the page, you&apos;ll see data pulled from your <a href="https://docs.gorgias.com/en-US/393438-8cf62994468a40dfaed941c8bd3d0b0e" rel="noopener noreferrer" target="_blank">Automate Overview</a> report for the last 28 days. It&apos;ll show your automation rate and the total number of automated interactions, as well as how the result compares to the previous 28 days.The Automation rate&#xA0;shows what percentage of your entire customer interactions have been automated.&#xA0;For example, if 10 customers reach out to you, and 7 of them get a response from your Automate features (Flows, Article recommendation, Track order) and don&apos;t need more help from your agent right away or within the next 72 hours, your Automation rate will be 70%.&#xA0;<div class="note-callout">A good benchmark is a 30% automation rate - if you&apos;re struggling to hit this, feel free to contact your CSM if you&apos;re on the Enterprise or Advanced plan, or <a href="https://www.gorgias.com/demo-product?utm_source=helpcenter" rel="noopener noreferrer" target="_blank">schedule a call with our team</a> if you&apos;re on the Starter, Basic or Pro plan.</div> An&#xA0;Automated interaction is any customer interaction resolved without a ticket being created. If the customer uses the same interaction again within 72 hours (for example, tracks the same order multiple times), we&apos;ll count it as one interaction, to be aligned with your Automate billing.The percentages in the top right corner marked in blue or red inform you of how the numbers have changed compared to the previous 28-day period.<hr><h2 id="automate-calculator"> Automate calculator</h2>Below these metrics, you will find the best indication of ROI - the money and time saved.<img src="https://attachments.gorgias.help/k5/hc/mz0e/automate%20savings-36fb0751-73f2-4f17-879f-400bcaa115af.png" style="width: 692px;" class="fr-fic fr-dib">This is calculated by adding up the cost of your helpdesk ticket and the cost of an agent&apos;s services per ticket, and deducting the cost per automated interaction so we get the money saved per interaction. When we multiply this by the number of your automated interactions, you can see the total money saved. The time savings is the product of the number of automated interactions multiplied by the&#xA0;<a href="https://link.gorgias.com/eq6" rel="noopener noreferrer" target="_blank">average handle time</a>.&#xA0;<ul><li style="font-size: 16px;">The cost of a helpdesk ticket is calculated based on your helpdesk subscription.&#xA0;</li><li style="font-size: 16px;">The cost of the agent&apos;s services is based on your input about the agent&apos;s compensation - click on Explore data button to enter either hourly or annual wages.</li><li style="font-size: 16px; font-family: Inter;">The save in the agent&apos;s time is based on their <a href="https://link.gorgias.com/qdx" rel="noopener noreferrer" target="_blank">online time</a></li></ul>Next to these, you&apos;ll also see the impact this has on customer experience - we showcase how much faster on average your customers see their inquiry addressed (first response time) and the matter settled (resolution time).<ul><li id="isPasted" style="font-size: 16px;">The save in first response time is calculated based on your average FRT</li><li id="isPasted" style="font-size: 16px;">The saved time in resolution is based on your average RT.</li></ul><div class="note-callout">If you don&apos;t see this segment, it means you have fewer than 20 automated interactions in the previous 28 days</div><hr><h2 id="checklist"> Checklist</h2>The easiest way to keep track of what else you need to do is to check off completed things from your list.What you see in this list are our suggestions that&apos;ll help you boost your automation rate and improve the experience of your customers when they interact with your brand. Expanding each tab will take you directly to the feature settings.

Overview (My Automate)

Flows

Quick Responses is a retired feature of Gorgias's Automate subscription, and is no longer supported.

Quick Responses (Retired)

Order Management

AI Agent is an autonomous support assistant designed specifically for ecommerce brands. AI Agent sends personalized, high-quality responses to resolve customer requests and answer questions.

Automate

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