Gaia is a conversational assistant built into Gorgias. Describe what you need — in your AI Agent setup, tickets, automations, or Help Center — and Gaia reads the relevant data, drafts the change, and waits for your approval.

<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</div></div></div></div><div class="note-callout"><strong>Beta feature:</strong> Gaia is in open beta, and may not be available yet to some Gorgias plans and subscribers. Some capabilities are still under development and may change during this time. New features and capabilities may roll out gradually. Your experience during open beta is subject to change.</div><hr>
<p>Gaia is a conversational AI teammate built directly into Gorgias, and grounded in your brand&apos;s data. You can chat with Gaia to identify, plan and carry out everyday tasks in your helpdesk: search, tag, and organize tickets in your inbox; ask about your analytics and reports; find opportunities to optimize your account setup, AI Agent, and knowledge; build and improve simple automations like rules and macros; and more.</p><p>To begin, <a href="https://docs.gorgias.com/en-US/how-to-use-gaia-6646562" target="_blank">start a conversation</a> with Gaia and describe what you need in your own words. Gaia reads the relevant data, drafts the changes, and waits for your approval before making any updates on your behalf.</p><p>In this article:</p><ul>
<li><a href="#what-you-can-do-with-gaia">What you can do with Gaia</a></li><li><a href="#what-gaia-doesnt-do">What Gaia doesn&apos;t do</a></li><li><a href="#frequently-asked-questions">Frequently asked questions</a></li>
</ul><div class="note-callout"><strong>Looking for product training?</strong> <a href="https://www.gorgias.com/customer-resources/academy" target="_blank">Sign up for the Gorgias Academy</a> and check out the <a href="https://academy.gorgias.com/s/UhRtCgMtTvH3" target="_blank">Coach AI Agent with Gaia</a> course.</div><hr>
<h2 id="what-you-can-do-with-gaia">What you can do with Gaia</h2><p>To get started, select <strong>Ask Gaia</strong> at the bottom of the main menu, or press <strong>&#x2318;G</strong> (Mac) or <strong>Ctrl+G</strong> (Windows). Describe to Gaia what you need help with, or ask &quot;What can you do?&quot; to learn more about its capabilities. </p><p>Here are a few areas where Gaia can help manage and improve your workspace:</p><ul>
<li>AI Agent setup and optimization</li><li>Tickets and inbox</li><li>Rules and macros</li><li>Knowledge</li><li>Analytics and reports</li>
</ul><div class="note-callout"><strong>Note:</strong> You can only chat with Gaia about products included in your Gorgias plan and subscription. For example, if you&apos;re only subscribed to Helpdesk, your conversations with Gaia will be scoped to capabilities that help manage and optimize helpdesk features and settings.</div><h3 id="ai-agent-setup-and-optimization">AI Agent setup and optimization</h3><p>Use Gaia to identify and make improvements to AI Agent, grounded in your real ticket data. Find gaps in your setup, fix underperforming <a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank">skills</a>, and build or troubleshoot the <a href="https://docs.gorgias.com/en-US/create-an-action-to-connect-ai-agent-to-other-apps-567325" target="_blank">actions</a> that connect AI Agent to your other tools.</p><ul>
<li><em>&quot;Audit my AI Agent setup and tell me what can be improved.&quot;</em></li><li><em>&quot;This Returns skill has a low success rate. Help me improve it.&quot;</em></li><li><em>&quot;We keep getting questions about warranty claims and don&apos;t have a skill for it. Can you draft one?&quot;</em></li><li><em>&quot;Review my existing <a href="https://docs.gorgias.com/en-US/create-guidance-for-ai-agent-1362592" target="_blank">guidance</a> and convert what you can into skills.&quot;</em></li><li><em>&quot;Build an action that looks up a customer&apos;s loyalty points from our rewards platform.&quot;</em></li><li><em>&quot;This action keeps failing. Check the execution logs and tell me what&apos;s wrong.&quot;</em></li>
</ul><h3 id="tickets-and-inbox">Tickets and inbox</h3><p>Investigate, search, tag, and organize tickets in your inbox without manually filtering or scanning through them one by one. Useful for triaging a backlog, spotting patterns across your queue, or getting a quick summary before you jump into a conversation.</p><ul>
<li><em>&quot;Show me all open tickets tagged &apos;refund&apos; from the last 7 days.&quot;</em></li><li><em>&quot;Summarize what&apos;s going on in this ticket and what&apos;s already been tried.&quot;</em></li><li><em>&quot;Tag and assign these tickets to the Returns team.&quot;</em></li>
</ul><div class="note-callout"><strong>Note:</strong> Gaia doesn&apos;t draft messages, send replies to customers, or create new tickets.</div><h3 id="rules-and-macros">Rules and macros</h3><p>Build and maintain <a href="https://docs.gorgias.com/en-US/create-rules-to-take-automatic-actions-on-tickets-81746" target="_blank">rules</a> and <a href="https://docs.gorgias.com/en-US/macros-101-81846" target="_blank">macros</a> conversationally. New rules are created disabled by default, so you can review the logic with Gaia and confirm it targets the right tickets before you turn it on.</p><ul>
<li><em>&quot;Set up a rule that tags and closes spam collab requests.&quot;</em></li><li><em>&quot;Make a macro for order-cancellation requests.&quot;</em></li><li><em>&quot;Walk me through what this rule would do before I turn it on.&quot;</em></li><li><em>&quot;Look through my rules and macros and flag anything that&apos;s redundant or unused.&quot;</em></li>
</ul><div class="note-callout"><strong>Note:</strong> Gaia can&apos;t simulate a rule against live ticket data. Review the logic together, then test it against a real ticket before enabling it.</div><h3 id="knowledge">Knowledge</h3><p>Update your brand&apos;s content in Gorgias and manage what AI Agent uses as knowledge to answer customers: <a href="https://docs.gorgias.com/en-US/create-guidance-for-ai-agent-1362592" target="_blank">guidance</a>, <a href="https://docs.gorgias.com/en-US/create-a-help-center-article-or-category-207795" target="_blank">help center</a> articles, content synced from <a href="https://docs.gorgias.com/en-US/sync-and-manage-content-from-your-store-website-and-urls-4036582" target="_blank">your website and URLs</a>, and <a href="https://docs.gorgias.com/en-US/manage-your-product-information-for-ai-agent-4036592" target="_blank">custom product information</a>.</p><ul>
<li><em>&quot;Draft a help center article explaining our new return policy.&quot;</em></li><li><em>&quot;Write guidance explaining our loyalty program so AI Agent can answer questions about it.&quot;</em></li><li><em>&quot;One of my synced website pages isn&apos;t showing up in AI Agent&apos;s answers. Check the sync status and tell me why.&quot;</em></li><li><em>&quot;Disable snippets from my website that talk about our seasonal returns policy so AI Agent can&apos;t use them anymore.&quot;</em></li><li><em>&quot;Update the care instructions for our wool sweater line, listed in our custom product information.&quot;</em></li><li><em>&quot;Audit my knowledge sources and flag anything that&apos;s outdated or missing.&quot;</em></li>
</ul><h3 id="analytics-and-reports">Analytics and reports</h3><p>Ask Gaia plain-language questions about your account&apos;s data and get answers grounded in the metrics behind your reports, without digging through a dashboard.</p><ul>
<li><em>&quot;What was our average CSAT last week?&quot;</em></li><li><em>&quot;How many tickets did we get in the last 7 days, broken down by channel?&quot;</em></li><li><em>&quot;Are WISMO tickets trending up this week?&quot;</em></li><li><em>&quot;Give me a quick summary of last week&apos;s support performance.&quot;</em></li>
</ul><hr>
<h2 id="what-gaia-doesnt-do">What Gaia doesn&apos;t do</h2><p>Gaia is built to help you run day-to-day parts of your helpdesk conversationally &#x2014; your AI Agent setup, knowledge, tickets, and rules and macros. It doesn&apos;t replace your support team.</p><p>Regardless of what you ask, Gaia:</p><ul>
<li>Waits for your approval before making a change, unless you turn on <span class="ph-bold ph-lightning" style="font-size: 16px">&#x2009;</span><strong>Auto-run</strong> for a conversation.</li><li>Doesn&apos;t draft or send replies to customers</li><li>Doesn&apos;t access data outside your account</li>
</ul><p><strong>For the following, use the appropriate tool instead:</strong></p><ul>
<li><strong>Billing and plan changes</strong> &#x2014; go to <span class="ph-bold ph-gear-six" style="font-size: 16px">&#x2009;</span> <strong>Settings</strong> &gt; <strong>Billing and usage</strong> to <a href="https://docs.gorgias.com/en-US/billing-and-usage-page-199386" target="_blank">make changes to your subscription</a>, or contact <a href="mailto:billing@gorgias.com">billing@gorgias.com</a>.</li><li><strong>Getting support</strong> &#x2014; email <a href="mailto:support@gorgias.com">support@gorgias.com</a>.</li>
</ul><hr>
<h2 id="frequently-asked-questions">Frequently asked questions</h2><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Is Gaia the same as AI Agent?</p></summary><p>No. AI Agent handles your customer conversations automatically. Gaia is a conversational assistant that helps you manage and improve your Gorgias account &#x2014; including your AI Agent setup, tickets, rules and macros, and help center content &#x2014; by analyzing your data and drafting changes for you to review and approve.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Does Gaia work for accounts without AI Agent?</p></summary><p>Yes. Gaia is available on every Gorgias plan. AI Agent coaching capabilities &#x2014; like auditing skills or drafting new ones &#x2014; require AI Agent to be enabled, but tickets, rules and macros, and help center capabilities don&apos;t.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Is Gaia the same as the Gorgias MCP?</p></summary><p>No. The <a href="https://docs.gorgias.com/en-US/connect-your-ai-assistant-to-the-gorgias-mcp-6310546" target="_blank">Gorgias MCP</a> connects an external AI tool &#x2014; like ChatGPT or Claude &#x2014; to your Gorgias account. Gaia is built directly into your helpdesk.</p><p>The main differences:</p><ul><li><strong>Setup:</strong> Gaia works out of the box, right inside Gorgias. The MCP requires connecting and configuring an external AI tool first.</li><li><strong>Data:</strong> Because Gaia runs inside Gorgias, your data stays under your Gorgias account&apos;s privacy policy and terms of use. With the MCP, your helpdesk data flows to whichever external AI tool you connect, subject to that tool&apos;s own privacy policy.</li><li><strong>Best for:</strong> Gaia suits day-to-day work on your account. The MCP suits teams already building custom workflows with an external LLM.</li></ul></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Does Gaia make changes to my account automatically?</p></summary><p>Only if you let it. By default, Gaia asks first: every proposed skill, rule, macro, or article update waits for you to approve, preview, or reject it before going live. If you turn on Auto-run for a conversation, Gaia completes changes without checking in first. For details on how each mode works, see <a href="https://docs.gorgias.com/en-US/how-to-use-gaia-6646562" target="_blank">How to have a conversation with Gaia</a>.</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 Gaia draft replies to customers?</p></summary><p>Not currently. Gaia can investigate, tag, and organize tickets, but it doesn&apos;t draft or send customer-facing messages, or create new tickets.</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 does Gaia read when I ask it something?</p></summary><p>Only what&apos;s relevant to your request. For AI Agent coaching, Gaia reads your skills, knowledge, and recent ticket data. For automations, it reads your existing rules and macros. For help center articles, it reads your published articles.</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 often should I use Gaia?</p></summary><p>There&apos;s no fixed cadence. Ask Gaia whenever something changes &#x2014; you launch a new product, notice a dip in your automation rate, a support topic starts trending, or your help center needs a refresh. It&apos;s also a good starting point if you&apos;ve never audited your setup before.</p></details><hr>
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Gaia explained

Walk through starting a Gaia conversation, choosing whether it asks before acting or runs on its own, reviewing its proposed changes, and managing your conversation history.

<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</div></div></div></div><div class="note-callout"><strong>Beta feature:</strong> Gaia is in open beta, and may not be available yet to some Gorgias plans and subscribers. Some capabilities are still under development and may change during this time. New features and capabilities may roll out gradually. Your experience during open beta is subject to change.</div><hr><p><a href="https://docs.gorgias.com/en-US/gaia-explained-6646561" target="_blank">Gaia</a> is a conversational AI teammate built into Gorgias. You can chat with Gaia to manage and carry out tasks in your helpdesk, analyze your data, and improve your account setup.</p><p>Start a conversation or Gaia and ask &quot;what can you do?&quot; to learn more about how it can help you.</p><p>In this article:</p><ul><li><a href="#start-a-conversation">Start a conversation</a></li><li><a href="#choose-how-gaia-acts">Choose how Gaia acts</a></li><li><a href="#let-gaia-work">Let Gaia work</a></li><li><a href="#review-proposed-changes">Review proposed changes</a></li><li><a href="#manage-your-conversations">Manage your conversations</a></li><li><a href="#frequently-asked-questions">Frequently asked questions</a></li></ul><hr><h2 id="start-a-conversation-with-gaia">Start a conversation with Gaia</h2><p>Gaia is available from any page in Gorgias.</p><ol><li>Select <strong>Ask Gaia</strong> at the bottom of the main menu, or press <strong>&#x2318;G</strong> (Mac) or <strong>Ctrl+G</strong> (Windows) to start a conversation.</li><li>Select <span class="ph-bold ph-note-pencil" style="font-size: 16px;">&#x2009;</span> <strong>New conversation</strong>. To return to a previous conversation, select the conversation name <span class="ph-bold ph-caret-down" style="font-size: 16px;">&#x2009;</span> at the top of the panel.</li><li>Describe what you need in your own words, then select the <span class="ph-bold ph-paper-plane-tilt" style="font-size: 16px;">&#x2009;</span> <strong>Send</strong> button to enter your message.</li></ol><p>Some examples to get started:</p><ul><li><em>&quot;Audit my AI Agent setup and tell me what can be improved.&quot;</em></li><li><em>&quot;This Returns skill has a low success rate. Help me improve it.&quot;</em></li><li><em>&quot;Show me all open tickets tagged &apos;refund&apos; from the last 7 days.&quot;</em></li><li><em>&quot;Set up a rule that tags and closes spam collab requests.&quot;</em></li><li><em>&quot;Draft a help center article explaining our new return policy.&quot;</em></li></ul><p>You can also attach images or PDFs to give Gaia additional context. For example, a screenshot of your helpdesk or a PDF of your return policy. Select the <span class="ph-bold ph-plus" style="font-size: 16px;">&#x2009;</span><strong>plus icon</strong> to attach a file. You can attach up to 5 files per message.</p><p>For more inspiration about what Gaia can help with, see <a href="https://docs.gorgias.com/en-US/gaia-explained-6646561" target="_blank">Gaia explained</a>.</p><h3 id="choose-how-gaia-acts">Choose how Gaia acts</h3><p>By default Gaia requires your approval before making any changes to your account. If you want Gaia to complete actions independently, you can switch modes either before or during a conversation. The mode you select applies to your next message.</p><ol><li>Select <span class="ph-bold ph-note-pencil" style="font-size: 16px;">&#x2009;</span> <strong>New conversation</strong>.</li><li>Below the message textbox, open the dropdown menu and select either <span class="ph-bold ph-shield-check" style="font-size: 16px;">&#x2009;</span><strong>Ask first</strong> or <span class="ph-bold ph-lightning" style="font-size: 16px;">&#x2009;</span><strong>Auto-run</strong><ul><li><strong>Ask first</strong> &#x2014; Gaia checks with you before it acts. This is the default.</li><li><strong>Auto-run</strong> &#x2014; Gaia completes actions without asking.</li></ul></li></ol><hr><h2 id="let-gaia-work">Let Gaia work</h2><p>Gaia may ask a clarifying question before it begins, so it can act on accurate information instead of guessing. If the question includes a numbered list of options, select one or press the matching number key (1&#x2013;9). You can also type your own answer if none of the options fit.</p><p>Once it has what it needs, Gaia works on your request. This usually takes a minute or two.</p><p>You don&apos;t need to stay on the page. The conversation is saved automatically and you can return to it at any time.</p><div class="note-callout"><strong>Tip:</strong> The first time you use Gaia, a prompt appears at the bottom of the conversation panel asking if you want to enable browser notifications. Select <strong>Enable</strong> to get notified when Gaia finishes working. You can manage these notifications at any time in your browser&apos;s notification settings.</div><hr><h2 id="review-proposed-changes">Review proposed changes</h2><p>When <span class="ph-bold ph-shield-check" style="font-size: 16px;">&#x2009;</span><strong>Ask first</strong> mode is selected, Gaia presents its findings and proposes specific changes to your account.</p><ul><li>Select <strong>Approve</strong> to apply the change.</li><li>Select <strong>Preview</strong> to see the change before deciding.</li><li>Select <strong>Reject</strong> to discard it.</li></ul><p>If you aren&apos;t happy with Gaia&apos;s suggestion, reject the change and explain what needs improvement. Gaia will revise and propose a new version.</p><p>After working through Gaia&apos;s proposed changes, the conversation stays open. Ask follow-up questions or request additional changes at any time.</p><div class="note-callout"><strong>Note:</strong> When <span class="ph-bold ph-lightning" style="font-size: 16px;">&#x2009;</span><strong>Auto-run</strong> mode is selected, Gaia applies its proposed changes directly and skips this step entirely.</div><hr><h2 id="manage-your-conversations">Manage your conversations</h2><p>Gaia saves all conversations automatically. To access your conversation history, select the conversation name <span class="ph-bold ph-caret-down" style="font-size: 16px;">&#x2009;</span> at the top of the panel. A dropdown appears with your recent conversations and an option to start a new one.</p><h3 id="rename-a-conversation">Rename a conversation</h3><p>Give a conversation a custom name to make it easier to find later.</p><ol><li>Select the conversation name <span class="ph-bold ph-caret-down" style="font-size: 16px;">&#x2009;</span> at the top of the panel.</li><li>Hover over the conversation you want to rename.</li><li>Select the <span class="ph-bold ph-dots-three" style="font-size: 16px;">&#x2009;</span><strong>three dots</strong> icon, then select <strong>Rename</strong>.</li></ol><h3 id="delete-a-conversation">Delete a conversation</h3><p>You can delete a conversation to remove it from your history. Deleted conversations can&apos;t be recovered.</p><ol><li>Select the conversation name <span class="ph-bold ph-caret-down" style="font-size: 16px;">&#x2009;</span> at the top of the panel.</li><li>Hover over the conversation you want to delete.</li><li>Select the <span class="ph-bold ph-dots-three" style="font-size: 16px;">&#x2009;</span><strong>three dots</strong> icon, then select <strong>Delete</strong>.</li></ol><h3 id="copy-a-conversation-link">Copy a conversation link</h3><p>If you need to report a problem with a specific conversation, share its link with Gorgias&apos;s support team.</p><ol><li>Select the conversation name <span class="ph-bold ph-caret-down" style="font-size: 16px;">&#x2009;</span> at the top of the panel.</li><li>Hover over the conversation.</li><li>Select the <span class="ph-bold ph-dots-three" style="font-size: 16px;">&#x2009;</span><strong>three dots</strong> icon, then select <strong>Copy conversation link</strong>.</li></ol><hr><h2 id="frequently-asked-questions">Frequently asked questions</h2><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">What if a suggestion doesn&apos;t look right?</p></summary><p>Tell Gaia in the conversation what doesn&apos;t look right and it will adjust. If a recommendation misses something about how your setup works, share that context and Gaia will revise its proposal.</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&apos;s the difference between Ask first and Auto-run?</p></summary><p>With <span class="ph-bold ph-shield-check" style="font-size: 16px;">&#x2009;</span><strong>Ask first</strong>, Gaia proposes a change and waits for you to approve, preview, or reject it. With <span class="ph-bold ph-lightning" style="font-size: 16px;">&#x2009;</span><strong>Auto-run</strong>, Gaia applies its changes directly, without waiting for your confirmation. You can switch between the two at any point in a conversation.</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 undo an approved change?</p></summary><p>Gaia doesn&apos;t have an undo function, but Gorgias keeps a version history for skills and guidance. If you approve a change you&apos;d like to reverse, <a href="https://docs.gorgias.com/en-US/compare-and-restore-previous-versions-4978160" target="_blank">compare and restore a previous version</a> to roll it back.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Does Gaia have keyboard shortcuts?</p></summary><div><p>Yes. Select the <span class="ph-bold ph-question" style="font-size: 16px;">&#x2009;</span> <strong>help icon</strong> in the panel to see the full list. Here are a few useful ones:</p><table><thead><tr><th>Action</th><th>Mac</th><th>Windows</th></tr></thead><tbody><tr><td>Open Gaia</td><td>&#x2318;G</td><td>Ctrl+G</td></tr><tr><td>Submit a message</td><td>&#x2318;+Enter</td><td>Ctrl+Enter</td></tr><tr><td>New conversation</td><td>&#x2318;+Shift+M</td><td>Ctrl+Shift+M</td></tr><tr><td>Search past conversations</td><td>&#x2318;+K</td><td>Ctrl+K</td></tr><tr><td>Follow Gaia in the app</td><td>&#x2318;+Shift+F</td><td>Ctrl+Shift+F</td></tr></tbody></table></div></details><hr><div data-tf-live="01KJB5M9XAKTCHTQRVATDJ7PAA" data-tf-hidden="page_source=/how-to-use-gaia-6646562" 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=036587302914907194&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=%2Fhow-to-use-gaia-6646562" data-testid="iframe" 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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How to use Gorgias: a quick start guide

Add your team to Gorgias

Join your team on Gorgias

Sign in to Gorgias

User permissions

Getting started for new Gorgias users

Launch guide for Gorgias admins

Migrate from non-Zendesk providers

Help Desk Migration

Zendesk migration 101

Import Zendesk data into Gorgias

Enable/disable channels

Migrate from Zendesk

Helpdesk migration

Get started

Gorgias Academy

Access your Gorgias REST API credentials

Build a custom app

Developer resources

Customer data & privacy

GDPR requests

Gorgias Voice policy

Policies

Resources

AI Agent explained

How AI Agent improves over time

Set up and go live with AI Agent

Getting Started with AI Agent

Skills explained

Create a new skill for AI Agent

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

Set up and use AI Agent on Chat

Enable AI Agent on Instagram and Facebook Messenger (Beta)

Deploy 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

AI Agent Actions: Connect AI Agent to ShipStation

AI Agent Actions: Connect AI Agent to ShipBob

AI Agent 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

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

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

Set your Gorgias status and availability

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 availability statuses in 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

Chat: Deflect conversations with an automated interaction

Chat

Channels

Account setup