When a reply to a customer is not made by an agent through Gorgias, the sender of the message in Gorgias will be Gorgias Bot.This happens in two cases:When a reply is made via a RuleWhen a rule that sends an automatic reply to a customer is triggered

When a reply to a customer isn&apos;t made by an agent through the helpdesk, the sender of the message will be shown as Gorgias Bot.<hr><h2 id="when-a-reply-is-made-via-a-rule"> When a reply is made via a Rule</h2><div id="isPasted"><div class="note-callout">These responses are only counted as Billable tickets when the response is sent via a Rule.</div></div> When a Rule that sends an automatic reply to a customer is triggered, that reply will show as sent by Gorgias Bot in your ticket - along with the explanation that it&apos;s sent via a Rule.&#xA0;Its name will be included and, by clicking on it, you&apos;ll be redirected to that Rule&apos;s page.<img src="https://attachments.gorgias.help/k5/hc/mz0e/b58508ff-ce26-43c0-80db-c5c0b5f9a032-9512c723-2c70-4881-ae74-4f4ff59ad09b.png" style="width: 527px;" class="fr-fic fr-dib"><img src="https://attachments.gorgias.help/k5/hc/mz0e/db8a3cf3-371e-45c5-ace7-f3e6aa5434f5-88728b22-c032-4261-8447-7070b90b3022.png" style="width: 527px;" class="fr-fic fr-dib"> If you&apos;d like to turn the Rule off, you can scroll down to the bottom of the page and set the Enable rule slider to the OFF position, then click Update Rule. <img src="https://attachments.gorgias.help/k5/hc/mz0e/115dfcfa-3dcc-4426-9f41-66ffd269b2ba-ed1edbf3-4b6d-4759-bef2-19a34c0f9cc8.png" style="width: 431px;" class="fr-fic fr-dib"><hr><h2 id="when-a-reply-is-made-through-a-3rd-party-application-facebook-gmail-etc"> When a reply is made through a 3rd-party application (Facebook, Gmail, etc.)</h2>If you&apos;re replying to a customer directly from the application they messaged you on - for example, Facebook Messenger - your reply will show in the ticket as sent by Gorgias Bot.<img src="https://attachments.gorgias.help/k5/hc/mz0e/3c648b8b-3ea0-40e3-9405-87c42fcf87c7-85a6b1c8-0c5b-4071-a03d-dbf0b3b10e3a.png" style="width: 398px;" class="fr-fic fr-dib">The shopper will still see the message as sent by the correct support account - Gorgias Bot won&apos;t show as a sender to the end user. <img src="https://hsfiles.gorgias.help/help-centers/2648/eQ5bRgGfSN/articles/hku6x5uq1k/1585920773390/zf-66-x-8-tn-yw.png" data-hd-height="600" data-hd-width="600" class="fr-fic fr-dib">

Gorgias Bot

There are two ways you can search in Gorgias: using the ticket search and the customer search.Anyone can use the search function, regardless of their role, and access all tickets within the search results. This is especially important with multibrand

There are two ways you can search in Gorgias - the ticket search and the customer search - and both are present in different tabs of the Search section in the left sidebar.<img src="https://attachments.gorgias.help/k5/hc/mz0e/ba41e634-a20f-4a3b-971f-964e4ae49b91-c33b7fff-49e5-40d6-a46f-e37ab12ebd5e.png" style="width: 692px;" class="fr-fic fr-dib">When you click on the Search option in the left sidebar, you will first see your recent searches,&#xA0;so you can quickly come back to a ticket or customer details page you viewed recently.<div class="note-callout">Search by customer integration data (like Order ID) only applies to Shopify and Magento for now.</div><p id="isPasted" style="margin: 1.3rem 0px 0px; color: rgb(65, 65, 65); font-family: system-ui, -apple-system, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, &quot;Noto Sans&quot;, &quot;Liberation Sans&quot;, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;, &quot;Noto Color Emoji&quot;; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If you didn&apos;t find what you were looking for, you can enter the new query. Results can also be filtered by using the Advanced Search from the bottom of the Search window.<p style="margin: 1.3rem 0px 0px; color: rgb(65, 65, 65); font-family: system-ui, -apple-system, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, &quot;Noto Sans&quot;, &quot;Liberation Sans&quot;, sans-serif, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;, &quot;Noto Color Emoji&quot;; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Results will first appear in the same tab for both tickets and customers. From there you can choose which section you would like to further explore.You can also navigate the results with your keyboard:<ul><li style="font-family: Inter; font-size: 16px;">&#x2191;&#x2193; - go up or down through the results.</li><li style="font-family: Inter; font-size: 16px;">&#x23CE; - Enter/return to open the result in the current tab.</li><li style="font-family: Inter; font-size: 16px;">Ctrl/CMD + &#x23CE; - Ctrl (Windows)/Cmd (MacOS) button + the Enter/return button to open the result in a new tab.</li></ul><hr><h2 id="ticket-search"> Ticket search</h2>The search ranks tickets based on their relevance: if we detect that you&apos;ve entered a full email address, we look into the subject of the ticket, message contents, and To and From fields&#xA0;of messages for the exact email address - recently created tickets receive a relevance boost.Parts of messages, titles, and other metadata that matched the search query will be highlighted.&#xA0; If the keyword(s) typed in the search bar are found in multiple fields of a given ticket (ex: in the subject and the text of the messages), this ticket&#x2019;s relevance will be higher as some fields have a higher influence on the relevance of the ticket, like the subject of the ticket.<div class="note-callout">The search function can&apos;t read the right-side ticket sidebar.</div><hr><h2 id="customer-search"> Customer search</h2>In addition to being part of the Search tab, the customer search is available on each ticket as well - in the right sidebar, above the ticket&apos;s current customer. We&apos;re searching across multiple fields and different channels for a customer: name, surname, email, phone number, etc.The results are sorted by relevancy - if the search finds the input in multiple attributes of the customer, the relevancy of that customer increases. Data that matched the query will be highlighted.

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Everything you need to know about how to use Gorgias on a daily basis.