When you set up AI Agent for your store, you can choose to connect it to your Chat channels. For stores with a high volume of Chat tickets, enabling AI Agent on Chat allows you to automate repetitive tickets for your team and gives shoppers relevant

<p>When you <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" rel="noopener noreferrer" target="_blank">set up AI Agent</a> for your store, you can choose to connect it to your Chat channels.</p><p>For stores with a high volume of Chat tickets, enabling AI Agent on Chat allows you to automate repetitive tickets for your team and gives shoppers relevant answers to questions about your products, policies and brand in a conversational format.</p><p>In this article, you&apos;ll learn how to connect AI Agent to a Chat, plus what to expect when it sends messages to shoppers or hands over tickets to your team.</p><h2 id="requirements">Requirements</h2><ul>
<li><p>You must have an active AI Agent subscription</p>
</li><li><p>You must have <strong>Lead</strong>, <strong>Admin</strong> or <strong>Account Owner</strong> permissions to set up AI Agent</p>
</li><li><p>You must have&#xA0;<a href="https://docs.gorgias.com/en-US/shopify-101-81814#steps" rel="noopener noreferrer" target="_blank">a Shopify store connected to Gorgias</a></p><ul>
<li>AI Agent is not supported on stores that use BigCommerce, Magento or WooCommerce</li>
</ul>
</li>
</ul><h2 id="before-you-begin">Before you begin</h2><p>In order to use AI Agent to answer shoppers&#x2019; questions in Chat you must first:</p><ul>
<li><p><a href="https://docs.gorgias.com/en-US/set-up-chat-81789" rel="noopener noreferrer" target="_blank">Install Chat</a> on your website or Help Center and connect it to the store where you want to use AI Agent</p>
</li><li><p><a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" rel="noopener noreferrer" target="_blank">Onboard AI Agent</a> with knowledge from your Help Center, website, or&#xA0;<a href="https://docs.gorgias.com/en-US/create-guidance-to-give-ai-agent-custom-instructions" rel="noopener noreferrer" target="_blank">create Guidance</a>.</p><ul>
<li>Onboarding equips AI Agent with the information to answer questions about your brand, products, and to follow your support processes.</li>
</ul>
</li>
</ul><h2 id="connecting-ai-agent-to-a-chat">Connecting AI Agent to a Chat</h2><p>Once you&#x2019;ve <a href="https://docs.gorgias.com/en-US/828220-b3ec1e068187470ca02e866676b4c2e2#before-you-begin">installed Chat and onboarded AI Agent</a>, you can connect AI Agent to your Chat so it can start answering customer questions.</p><ol>
<li><p>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="gi gi-ai-agent" style="font-size: 20px">&#x2009;</span><strong>AI Agent</strong></p><ul>
<li>If you have more than 1 Shopify store connected to Gorgias, use the dropdown menu to select a store</li>
</ul>
</li><li><p>Under the Deploy section, select <strong>Chat</strong>&#xA0;</p>
</li><li><p>Open the dropdown menu and select one or more Chats from the list</p>
</li><li><p>Select the ON/OFF toggle to <strong>Enable AI Agent on Chat</strong>, then select <strong>Save Changes</strong></p>
</li>
</ol><div class="note-callout"><strong>Note:</strong> <a href="https://docs.gorgias.com/en-US/article-recommendations-in-chat-368447" rel="noopener noreferrer" target="_blank">Article Recommendations</a> are automatically disabled when you enable AI Agent on Chat. We do this to create a better experience for shoppers and to avoid conflicting messages with AI Agent.&#xA0;</div><p><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025082020-d9a9ac30-ec30-401f-9873-1e26fb197b0d-2024-08-23_15-16-61_v2%20(158).webp" alt="Settings page for AI Agent showing chat deployment options with the toggle enabled and a team chat selected."></p><h2 id="how-ai-agent-responds-to-chats">How AI Agent responds to Chats</h2><p>When a shopper enters a message in Chat, AI Agent automatically responds to the conversation to answer their question.</p><p>The AI will also respond to shoppers if they indicate they need more help after completing a Flow on Chat. Learn more about <a href="https://docs.gorgias.com/en-US/set-up-and-use-ai-agent-on-chat-(beta)-828220#responding-to-shoppers-after-a-flow">how AI Agent replies after a Flow</a>.</p><ul>
<li><p>To answer a shopper&#x2019;s question, AI Agent replies using knowledge from your Help Center, website, Guidance and other resources</p><ul>
<li>You can <a href="https://docs.gorgias.com/en-US/onboard-ai-agent-with-knowledge-sources-1216498" rel="noopener noreferrer" target="_blank">add or update knowledge</a> in AI Agent&#x2019;s settings to onboard it with more information about your products and support processes.</li>
</ul>
</li><li><p>AI Agent uses <a href="https://docs.gorgias.com/en-US/customize-ai-agents-tone-of-voice" rel="noopener noreferrer" target="_blank">your tone of voice settings</a> when speaking with customers. On Chat, your instructions for tone of voice are adapted to be more conversational, quick and concise.</p>
</li><li><p>To respond to shoppers with personal details, like order history or addresses, AI Agent will ask shoppers to sign in via email or SMS so that it can securely answer their inquiry. Learn more about <a href="https://docs.gorgias.com/en-US/set-up-and-use-ai-agent-on-chat-(beta)-828220#shopper-authentication-on-chat">shopper authentication</a>.</p>
</li>
</ul><p><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025020613-b88776ef-d523-473d-acf6-845b61c7d9e9-2024-08-23_15-16-61_v2%20(52).webp" alt="A Gorgias chat interface. The user asks, &#x2018;What&#x2019;s the battery life like on this speaker? And is it waterproof?&#x2019; The automated response says, &#x2018;The battery lasts up to 12 hours. Totally waterproof too! &#x1F30A;&#x1F50B;&#x2019; Below, the system asks, &#x2018;Was that helpful?&#x2019; with buttons for &#x2018;Yes, thanks&#x2019; and &#x2018;No, I need more help.&#x2019; A text input field is also visible at the bottom."></p><h2 id="how-ai-agent-hands-over-chats-to-live-agents">How AI Agent hands over Chats to live agents</h2><p>AI Agent automatically hands over Chat conversations to your team whenever it lacks confidence in an answer, encounters <a href="https://docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-to-your-team" target="_blank" rel="noopener noreferrer">a listed handover topic</a>, or does not find any relevant knowledge to answer the shopper&apos;s question.</p><p>You can <strong>customize how AI Agent communicates with shoppers</strong> when it hands over a conversation. Learn more about <a href="https://docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-chats-to-live-agents-(beta)-1316578" target="_blank" rel="noopener noreferrer">how to customize AI handovers on Chat</a>.</p><h2 id="responding-to-shoppers-after-a-flow">Responding to shoppers after a Flow</h2><p>AI Agent can reply to shoppers after <a href="https://docs.gorgias.com/en-US/flows-101-252069" target="_blank" rel="noopener noreferrer">a Flow</a> if they need further assistance.</p><p>You can add up to six Flows to your Chat to address common FAQs from shoppers. If a shopper indicates &#x201C;No, I need more help&#x201D; after a Flow, AI Agent will continue the conversation and attempt to resolve their inquiry.</p><p>Here&#x2019;s how it works:</p><ul>
<li>A shopper interacts with <a href="https://docs.gorgias.com/en-US/create-a-flow-256472#add-flows-to-your-channels" target="_blank" rel="noopener noreferrer">a Flow that you&#x2019;ve added to Chat</a> &#x2014; for example &#x201C;Where can I find your size guide?&#x201D;</li><li>The Flow provides an automated response</li><li>If the shopper still needs help or asks a different question, the AI will pick up the conversation and try to resolve their inquiry</li><li>AI Agent will hand over the conversation to your team if it does not have knowledge about the topic, the shopper explicitly asks to speak with a human, or if it detects anger or frustration</li>
</ul><h2 id="shopper-authentication-on-chat">Shopper authentication on Chat</h2><p>When a shopper requests personal information from AI Agent on Chat, like details about their latest order, the shopper must first authenticate (sign in) before the AI can answer.</p><p>If the shopper cannot sign in, they can select <strong>Send us a message</strong> to connect with a human agent instead.</p><ul>
<li>When asked for personal information, AI Agent prompts the shopper to sign in</li><li>The shopper selects <strong>Continue to sign in</strong></li><li>The shopper can choose to receive a one-time code via <strong>Email</strong> or <strong>SMS</strong></li><li>When the shopper enters a valid code, the conversation continues. AI Agent is able to provide information about their order history and other personal details.</li>
</ul><p><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025041520-76edee5c-1bb5-4c8c-b5be-5f2e46b59377-2024-08-23_15-16-61_v2%20(106).webp" alt="Customer chat asking to track an order, followed by a prompt to sign in with email or SMS to proceed, highlighting an option to send a message if unable to sign in."></p><h2 id="abandoned-conversations-on-chat">Abandoned conversations on Chat</h2><p>Sometimes shoppers begin a conversation on Chat and become inactive after AI Agent has responded.</p><p>In these cases, conversations are considered abandoned after 10 minutes of inactivity and the ticket will be automatically closed. This helps keep your inbox organized, and allows your team to focus on conversations that require their attention.</p><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 I need to create separate Guidance or tone of voice for AI Agent on Chat?</p></summary><p><br>No, your settings for AI Agent are the same regardless of whether you use AI Agent to respond to questions on email or on Chat. Any new Guidance you create informs how AI Agent responds to tickets on both channels.</p><p>For settings like <a href="https://docs.gorgias.com/en-US/customize-ai-agents-tone-of-voice" target="_blank" rel="noopener noreferrer">tone of voice</a>, AI Agent continues to speak to customers based on your instructions, but automatically adapts its messages on Chat to be shorter and more concise compared to email.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Should I disable Article Recommendations or auto-replies if I use AI Agent on Chat?</p></summary><p><br>When you enable AI Agent on Chat, <a href="https://docs.gorgias.com/en-US/article-recommendations-in-chat-368447" target="_blank" rel="noopener noreferrer">Article Recommendations</a> are automatically disabled to create a better experience for shoppers and avoid conflicting messages with AI Agent.</p><p>If you&apos;ve created <a href="https://docs.gorgias.com/en-US/set-up-a-rule-435005" target="_blank" rel="noopener noreferrer">custom Rules</a> to automatically reply to messages on Chat (for example, sending &#x201C;Hey, thanks for your message&#x201D; when a shopper starts a conversation), you may consider updating these messages or disabling them altogether when AI Agent is enabled on Chat.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Can I customize AI Agent&#x2019;s initial greeting message?</p></summary><p><br>No, not at this time. Your <a href="https://docs.gorgias.com/en-US/customize-ai-agents-tone-of-voice" target="_blank" rel="noopener noreferrer">tone of voice settings</a> affect how AI Agent speaks to shoppers, but it does not affect the initial greeting message.</p></details>

Set up and use AI Agent on Chat

Connect AI Agent to your Instagram and Facebook Messenger channels so it can automatically answer questions and resolve support requests from shoppers who reach out over DM.

<div class="who-can-use-feature"><h3 id="who-can-use-this-feature">Who can use this feature?</h3><div class="wcuf-list"><div class="wcuf-role"><div class="wcuf-icon"><span class="ph-bold ph-user">&#x2009;</span></div><div class="wcuf-text"><span class="wcuf-highlight">Owner</span>, <span class="wcuf-highlight">Admin</span> and <span class="wcuf-highlight">Lead</span> roles</div></div><div class="wcuf-plan"><div class="wcuf-icon"><span class="ph-bold ph-flag">&#x2009;</span></div><div class="wcuf-text">All plans with <span class="wcuf-highlight">AI Agent</span></div></div><div class="wcuf-store"><div class="wcuf-icon"><span class="ph-bold ph-storefront">&#x2009;</span></div><div class="wcuf-text">Can be used with <span class="wcuf-highlight">Shopify</span> stores connected to Gorgias</div></div></div></div><div class="note-callout"><strong>Beta:</strong> AI Agent on Instagram and Facebook Messenger is currently in open beta. Some capabilities are still in development. Feature behavior and plan availability are subject to change.</div><hr><p>Once you <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" rel="noopener noreferrer" target="_blank">set up AI Agent for your store</a>, you can choose to enable it for conversations with shoppers on Instagram direct messages and Facebook Messenger.</p><p>Deploying AI Agent on these channels means that it can automatically help shoppers browse, buy and get support when they reach out to your business on social media.</p><p>In this article, you&apos;ll learn how to enable AI Agent for Instagram direct messages (DMs) and Facebook Messenger, what to expect once it starts replying to shoppers, and how to preview its responses with a test conversation before it goes live.</p><h2 id="before-you-begin">Before you begin</h2><p>Before you use AI Agent to answer shoppers on Instagram and Facebook Messenger:</p><ul><li>You must <a href="https://docs.gorgias.com/en-US/connect-your-social-channels-facebook-instagram-81830" target="_blank" rel="noopener noreferrer">connect Instagram and Facebook Messenger</a> to Gorgias, if you haven&apos;t already. This integration adds Facebook and Instagram as channels on your helpdesk, and lets you receive and respond to messages you receive on these apps from your inbox.</li><li>Make sure that you <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" target="_blank" rel="noopener noreferrer">set up AI Agent</a> with knowledge, skills, and tone of voice instructions, so it has what it needs to successfully respond to shoppers when they reach out on your social channels.</li></ul><h2 id="enable-ai-agent-on-instagram-and-facebook-messenger">Enable AI Agent on Instagram and Facebook Messenger</h2><p>Once you&apos;ve <a href="https://docs.gorgias.com/en-US/connect-your-social-channels-facebook-instagram-81830" target="_blank" rel="noopener noreferrer">connected Instagram and Facebook and Messenger</a> to your helpdesk, you can enable AI Agent to start answering shopper&apos;s questions on these channels.</p><p>If you want to preview how AI Agent will respond to shoppers on your social channels before going live, you can <a href="https://docs.gorgias.com/en-US/preview-ai-agent-responses-with-test-conversations-828087" target="_blank" rel="noopener noreferrer">&#xA0;start a test conversation</a>. Select <strong>Instagram DM</strong> or <strong>Facebook Messenger</strong> as the channel for your test.</p><p>To enable AI Agent on Instagram and Facebook Messenger:</p><ol><li>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="gi gi-ai-agent" style="font-size: 20px;">&#x2009;</span><strong>AI Agent</strong>.<ul><li>If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.</li></ul></li><li>Under the Deploy section, click <strong>Socials</strong>.</li><li>Open the dropdown menu and select one or more integrations for Instagram / Facebook Messenger. You can only select an Instagram / Facebook Messenger integration that isn&apos;t already connected to AI Agent on a different store.</li><li>Select the ON/OFF toggle to <strong>Enable AI Agent on Socials</strong>, then select <strong>Save Changes</strong>.</li></ol><div class="note-callout"><strong>Note:</strong> Instagram and Facebook Messenger are a shared integration, so turning on AI Agent activates it for both channels. Currently, you cannot enable AI Agent independently on one or the other app.</div><h3 id="let-shoppers-know-theyre-messaging-with-ai">Let shoppers know they&apos;re messaging with AI</h3><p>You can add a short disclosure to the end of AI Agent&apos;s first message in a conversation on Instagram and Messenger, letting shoppers know they&apos;re messaging with AI rather than a person.</p><p>We recommend enabling this. Being upfront about AI builds trust with shoppers, and depending on where you operate, it may also be a legal requirement. Learn more about <a href="https://docs.gorgias.com/en-US/security-and-privacy-faq-for-gorgias-ai-agent-1997987" target="_blank" rel="noopener noreferrer">your legal obligations to disclose AI use</a>.</p><ol><li>On the <strong>Deploy</strong> &gt; <strong>Socials</strong> page for AI Agent, select the checkbox for <strong>Use Initial message footer</strong>.</li><li>Enter the disclosure text you want AI Agent to add along with its first message.</li><li>Click <strong>Save Changes</strong>.</li></ol><h2 id="preview-how-ai-agent-responds-before-you-go-live">Preview how AI Agent responds before you go live</h2><p>Before you let AI Agent respond to messages on Instagram and Facebook Messenger, you can <a href="https://docs.gorgias.com/en-US/preview-ai-agent-responses-with-test-conversations-828087" target="_blank" rel="noopener noreferrer">test how AI Agent replies</a> on these channels, without affecting real customers or creating billable interactions.</p><p>Go to <span class="gi gi-ai-agent" style="font-size: 20px;">&#x2009;</span><strong>AI Agent</strong> &gt; <strong>Test</strong> from the main menu, then select <strong>Instagram DM</strong> or <strong>Facebook Messenger</strong> as the channel for your test.</p><p>Pay close attention to <a href="https://docs.gorgias.com/en-US/coach-ai-agent-and-give-feedback-to-improve-its-responses-500892#using-ai-reasoning-to-troubleshoot-responses" target="_blank" rel="noopener noreferrer">the reasoning AI Agent provides</a> with its response in your test conversation. If the response AI Agent provides isn&apos;t quite right, reasoning lets you see which skills, knowledge, or actions it used, so you can create or update these resources and help AI Agent provide an accurate and more successful response.</p><h2 id="how-ai-agent-responds-to-instagram-and-facebook-messages">How AI Agent responds to Instagram and Facebook messages</h2><p>AI Agent only responds to direct messages on Instagram and Facebook Messenger. It doesn&apos;t moderate or reply to public posts, mentions, or comments.</p><p>When a shopper sends a direct message, it becomes a new ticket in your helpdesk&apos;s inbox &#x2014; tagged and organized using your <a href="https://docs.gorgias.com/en-US/understand-ai-agent-tags-and-ticket-views-5414491" target="_blank" rel="noopener noreferrer">existing AI Agent views</a>. From there, AI Agent replies automatically, using your <a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank" rel="noopener noreferrer">skills</a>, <a href="https://docs.gorgias.com/en-US/knowledge-explained-6556817" target="_blank" rel="noopener noreferrer">knowledge</a> and tone of voice instructions to resolve shoppers&apos; inquiries, unless it needs to hand the conversation over to your team.</p><p>Here&apos;s what to expect from these conversations:</p><ul><li>AI Agent adapts your <a href="https://docs.gorgias.com/en-US/customize-ai-agents-tone-of-voice-5413645" target="_blank" rel="noopener noreferrer">tone of voice instructions</a> to match the conversational and concise format of messages on social media, the same way it adjusts messages for email, chat, and SMS.</li><li>Instagram limits each message to 1,000 characters. If AI Agent&apos;s response is longer, it automatically splits the reply across multiple messages.</li><li>AI Agent can read attachments shoppers send, like photos &#x2014; including messages that contain only an attachment with no text. This is common on apps like Instagram where sending a photo without text is the only way to share images. AI Agent can&apos;t send attachments of its own.</li><li>AI Agent has a quick time-to-first-response, which means it can safely respond to messages on Instagram or Facebook Messenger within Meta&apos;s 24-hour <a href="https://developers.facebook.com/documentation/business-messaging/messenger-platform/send-messages#standard-messaging-window" target="_blank" rel="noopener noreferrer">standard messaging window</a>. The standard messaging window only allows businesses to reply to customers within 24 hours of the shopper&apos;s last message. It&apos;s meant to promote quality conversations, protect users from spam, and encourage timely responses from businesses.</li></ul><h2 id="confirming-shopper-identity-on-social-channels">Confirming shopper identity on social channels</h2><p>When a shopper asks AI Agent for personal information, like their order details, AI Agent first needs to confirm who it&apos;s talking to. To verify their identity, AI Agent asks the shopper to share the email address or order number associated with their order, directly in the conversation.</p><p>If that information matches an existing order, AI Agent continues the conversation and answers the shopper&apos;s question. If the shopper can&apos;t confirm their identity this way, or doesn&apos;t respond, AI Agent <a href="https://docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-to-your-team-6008591" target="_blank" rel="noopener noreferrer">hands the conversation over to your team</a> to assist the shopper further.</p><p>For requests that make changes to a shopper&apos;s account or orders &#x2014; like canceling an order, updating a shipping address, or modifying a subscription &#x2014; a one-time password is typically required. Gorgias doesn&apos;t support one-time passwords on Instagram or Facebook Messenger yet, so AI Agent hands those conversations over to your team instead.</p><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;">Which social media channels can I use AI Agent on, and are there any restrictions?</p></summary><p><br>Gorgias currently supports AI Agent on Instagram direct messages and Facebook Messenger. It doesn&apos;t respond to interactions like public posts, comments, mentions.</p><p>Your Instagram and Facebook Messenger integration must also comply with Meta&apos;s platform policies. AI Agent can&apos;t be used in connection with <a href="https://www.facebook.com/policies_center/commerce" target="_blank" rel="noopener noreferrer">goods or services in certain regulated categories</a>, including medical devices, medications, alcohol, and tobacco.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Can I use the same Instagram and Facebook Messenger integration for more than one store?</p></summary><p><br>No. If an Instagram or Facebook Messenger integration is already being monitored by AI Agent for another store, you won&apos;t be able to select it. AI Agent can only monitor a given integration for one store at a time. If you manage multiple stores, connect a separate integration to each one, so AI Agent has a clear link to that store&apos;s knowledge and settings when it replies.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Do I need to create separate skills, guidance or tone of voice instructions for social channels?</p></summary><p><br>No, not necessarily. Your AI Agent settings are the same across every channel. Any skills, guidance or other knowledge you&apos;ve already created informs how AI Agent responds on social media, chat, email, and SMS alike.</p><p>However, for social channels like Instagram, collaboration, influencer and partnership requests are especially common. Consider <a href="https://docs.gorgias.com/en-US/create-a-new-skill-for-ai-agent-6556814" target="_blank" rel="noopener noreferrer">creating a skill</a> to address these types of conversations before enabling AI Agent on social channels.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">What happens if a shopper reacts to my Instagram or Facebook story?</p></summary><p><br>A story reaction (like a thumbs-up emoji) creates a ticket, but AI Agent won&apos;t reply to it since it isn&apos;t a real question. If these clutter your inbox, consider <a href="https://docs.gorgias.com/en-US/create-rules-to-take-automatic-actions-on-tickets-81746" target="_blank" rel="noopener noreferrer">setting up a rule</a> to automatically close or route them.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">What happens if a conversation goes quiet after AI Agent responds?</p></summary><p><br>Social media conversations follow AI Agent&apos;s standard rules for <a href="https://docs.gorgias.com/en-US/why-ai-agent-closes-or-snoozes-tickets-without-responding-6009836" target="_blank" rel="noopener noreferrer">closing and snoozing inactive tickets</a>.</p></details><hr><div data-tf-live="01KJB5M9XAKTCHTQRVATDJ7PAA" data-tf-hidden="page_source=/enable-ai-agent-on-instagram-and-facebook-messenger-7355524" data-tf-loaded="true"><div data-tf-widget="tPxTr8Zs" data-tf-opacity="100" data-tf-iframe-props="title=[Education] Article feedback survey - Main" data-tf-transitive-search-params data-tf-medium="snippet" data-tf-hidden="page_source=" style="width:100%;height:500px;" data-tf-loaded="true"><div class="tf-v1-widget" data-testid="tf-v1-widget"><iframe src="https://form.typeform.com/to/tPxTr8Zs?typeform-embed-id=709636198606562&amp;typeform-embed=embed-widget&amp;typeform-source=gorgias.gorgias.com&amp;typeform-medium=snippet&amp;typeform-medium-version=next&amp;embed-opacity=100&amp;typeform-embed-handles-redirect=1&amp;typeform-embed-no-heading=true#page_source=%2Fenable-ai-agent-on-instagram-and-facebook-messenger-7355524" data-testid="iframe" allow="microphone; camera" title="[Education] Article feedback survey - Main" style="border: 0px; transform: translateZ(0px);"></iframe></div></div></div><script src="//embed.typeform.com/next/embed.js"></script><style>.ghc-article-rating-container{display:none!important}</style>

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Manage your skills

Best practices for writing skills

Add your brand's content for AI Agent

Manage your product information for AI Agent

Coach AI Agent and give feedback to improve its responses

Train AI Agent

Preview AI Agent responses with test conversations

Test AI Agent

Review your AI Agent performance

Review your overall automation performance

See how your skills and knowledge are performing

Continuously improve AI Agent with Opportunities (Beta)

Explore AI Agent performance by ticket topic

Analyze AI Agent

Create an action for AI Agent

Manage your actions

Create Actions: use advanced options to build custom Actions for AI Agent

View event logs for AI Agent Actions

AI Agent Actions: make changes to Shopify orders

AI Agent Action: Send Loop Returns portal deep link

AI Agent Action: Send return shipping status from Loop Returns

AI Agent Actions: manage Recharge subscriptions

Support Actions: Connect AI Agent to ShipStation

Support Actions: Connect AI Agent to ShipBob

Support Actions: Connect AI Agent to ShipHero

AI Agent Actions: Shipmonk

AI Agent Actions: manage Skio subscriptions

AI Agent Actions: Loop Subscriptions

Connect your AI assistant to the Gorgias MCP

AI Agent Actions

Shopping Assistant explained

How Shopping Assistant recommends products

How Shopping Assistant uses discounts

Customize your selling style and discount strategy

Control which products Shopping Assistant recommends

AI FAQs: proactively answer shopper questions on your website

Search assist and ask anything input: proactively start conversations with shoppers

Shopping Assistant skills

Customize how AI Agent hands over to your team

Let AI Agent autofill tags and ticket fields

Customize AI Agent's tone of voice

Set the language AI Agent replies in

Change AI Agent's name

Use rules with AI Agent

AI Agent settings

How AI Agent uses Vision to understand images

Best practices: prepare Shopping Assistant for sales conversations

Security and privacy FAQ for Gorgias AI Agent

How to upgrade your AI Agent subscription

Understand AI Agent tags and ticket views

Why AI Agent closes or snoozes tickets without responding

How Gorgias's AI Agent works

AI Agent FAQs

Gaia explained

How to use Gaia to improve your AI Agent setup

Gaia (Beta)

How to test automation features without creating billable tickets

Compatibility of automation features with ecommerce store providers

Flows 101

Flow builder

Create a Flow

Flow steps (triggers, options, ends)

Analyze your Flows drop-off performance

Creating Flow variables using JSONPath

HTTP request step in Flows

Add email to Klaviyo via Flows

Show LoyaltyLion points balance via Flows

Manage Recharge subscription via Flows

Templates for one-step Flows

Flows

Order Management 101

Configure Track Order option

Configure Cancel Order option

Order statuses and possible shopper actions

Return Flow

Report order issue

Order Management

Answer chat tickets with automatic Article Recommendations (BigCommerce and Magento)

Article Recommendations

Automation features (Flows & Order Management)

Knowledge explained

Manage existing content for AI Agent

Enable or disable content for AI Agent

Sync and manage content from your store website and URLs

Create guidance to give AI Agent knowledge about your business

Compare and restore previous versions of articles, guidance, and skills

Optimize your knowledge for AI Agent

Knowledge

Gorgias Bot

Add two-factor authentication (2FA) to your Gorgias account

Search in Gorgias

Create filters for Gorgias views and advanced search

Create a ticket

Handle tickets in Gorgias

Assign tickets manually

Other ticket management features

Snooze Gorgias tickets

Merge Gorgias tickets

Assign priority to tickets in Gorgias

Manage automatic ticket assignment in Gorgias

Take action on tickets in bulk

Export tickets from Gorgias

Add internal notes to tickets

Keyboard shortcuts

Tickets auto-merge

Review customer history in Gorgias

Translate tickets in Gorgias

Handle Gorgias Voice tickets

Forward calls into or out of Gorgias

Listen in on active Gorgias Voice calls

Match Customer by Shopify Default Address Phone Number

Voice FAQ

Voice Troubleshooting

Embed videos in chat messages

Tickets

Use intents and sentiments to prioritize and route tickets

Intents & Sentiments

Manage Gorgias notifications

Notifications

Daily operations

Introducing: Multiple store management in Gorgias

Set business hours for Gorgias support channels

Gorgias mobile app

Languages Gorgias can detect

Accessing Incognito Mode

Set SLA policies in Gorgias

Set up custom SSO for Gorgias

Manage Gorgias account access

Add a phone number to Gorgias

Manage phone numbers in Gorgias

Available phone numbers on Gorgias

Gorgias Voice and SMS coverage regions

Add Shopify metafields to Gorgias

Manage stores in Gorgias

Send and receive email from Gorgias with the Gmail integration

Send and receive email from Gorgias with the Outlook integration (Microsoft 365)

Email: Connect your email and set up automatic forwarding

Switch from an email integration to email forwarding

Email: Import email into Gorgias

Add an email signature

Connect your Email to your store

Email FAQ

Domain Verification

Email

Chat: Set up Gorgias chat integrations

Chat: Configure chat preferences

Chat: Customize chat appearance

Chat: Share wait time with shoppers

Chat: Capture requests outside of business hours

Chat: Add a privacy disclosure

Chat: Set up campaigns to proactively engage shoppers

Deflect Gorgias chat conversations with an automated interaction

Chat: Add chat to your Shopify checkout page

Chat: Make chat available in multiple languages

Chat size and weight information

Install Campaign bundle

Add Gorgias Chat domains to your allowlist

Chat

Channels

Account setup