Gaia is a coaching agent built into your Gorgias helpdesk. It reads your skills, knowledge, and recent tickets to identify gaps in your AI Agent setup, then drafts targeted changes for you to review and approve.

<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 feature:</strong> Gaia is currently in open beta. Some capabilities are still in development. Feature behavior and plan availability are subject to change.</div><hr>
<p>Improving your AI Agent&apos;s performance means knowing where your setup has gaps and which <a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank">skills</a> are causing unnecessary handovers &#x2014; analysis that&apos;s easy to put off when your support queue is full.</p><p>Gaia &#x2014; short for Gorgias Artificial Intelligence Agent &#x2014; is a coaching agent built directly into your helpdesk. When you ask it, Gaia reads your skills, knowledge, and recent tickets, surfaces what&apos;s missing or underperforming across your AI Agent setup, and drafts targeted changes for you to review and approve.</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><hr>
<h2 id="what-you-can-do-with-gaia">What you can do with Gaia</h2><p>Gaia can help with several types of AI Agent coaching tasks. To start, 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 what you need in your own words &#x2014; there are no commands or specific format required. Ask Gaia: &quot;What can you help me with?&quot; and it&apos;ll respond with a complete list of its capabilities.</p><h3 id="audit-your-ai-agent-setup">Audit your AI Agent setup</h3><p>Ask Gaia to suggest areas your AI Agent setup can be improved to reduce handovers and increase your automation rate.</p><ul>
<li><p><strong>Example prompt:</strong> <em>&quot;Audit my AI Agent setup and tell me what can be improved.&quot;</em></p>
</li><li><p><strong>Response:</strong> Gaia reads your <a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank">skills</a>, <a href="https://docs.gorgias.com/en-US/knowledge-explained-6556817" target="_blank">knowledge</a>, and recent tickets. It identifies where coverage is missing, which intents are causing unnecessary handovers, and which skills have low automation rates. It then returns a prioritized list of suggested improvements.</p>
</li>
</ul><h3 id="diagnose-problems-using-specific-tickets">Diagnose problems using specific tickets</h3><p>Paste in ticket links for Gaia to analyze where AI Agent is struggling and identify the root cause.</p><ul>
<li><p><strong>Example prompt:</strong> <em>&quot;AI Agent seems to be struggling with these tickets. Can you assess what might be happening?&quot; [paste ticket links]</em></p>
</li><li><p><strong>Response:</strong> Gaia identifies what the tickets have in common and proposes changes to address the root cause.</p>
</li>
</ul><h3 id="create-a-skill-for-a-topic-that-isnt-covered">Create a skill for a topic that isn&apos;t covered</h3><p>Ask Gaia to draft a new skill for a conversation type your AI Agent doesn&apos;t handle yet. You can also <a href="https://docs.gorgias.com/en-US/create-a-new-skill-for-ai-agent-6556814" target="_blank">create a skill manually</a>.</p><ul>
<li><p><strong>Example prompt:</strong> <em>&quot;We keep getting questions about warranty claims and we don&apos;t have a skill for this. Can you draft one?&quot;</em></p>
</li><li><p><strong>Response:</strong> Gaia drafts a new skill grounded in your real ticket data for you to review and enable.</p>
</li>
</ul><h3 id="improve-a-skill-that-isnt-performing">Improve a skill that isn&apos;t performing</h3><p>Tell Gaia which skill isn&apos;t working and what you&apos;re observing. You can see how each skill is performing on <a href="https://docs.gorgias.com/en-US/see-how-your-skills-and-knowledge-are-performing-6556813" target="_blank">the Skills page</a>.</p><ul>
<li><p><strong>Example prompt:</strong> <em>&quot;This Returns skill has a 42% success rate. Help me improve it.&quot;</em></p>
</li><li><p><strong>Response:</strong> Gaia looks at the tickets that triggered that skill, identifies what&apos;s being missed, and proposes specific edits for you to review.</p>
</li>
</ul><h3 id="convert-guidance-into-skills">Convert guidance into skills</h3><p>Ask Gaia to identify which of your existing guidance is better suited as a skill and convert it. <a href="https://docs.gorgias.com/en-US/create-guidance-for-ai-agent-1362592#convert-guidance-to-a-skill" target="_blank">Converting manually</a> means reviewing your guidance one by one.</p><ul>
<li><p><strong>Example prompt:</strong> <em>&quot;Review my existing guidance and convert what you can into skills.&quot;</em></p>
</li><li><p><strong>Response:</strong> Gaia identifies which guidance is ready to convert, drafts the replacement skills, and deactivates the originals once you approve.</p>
</li>
</ul><h3 id="add-an-action-to-a-skill">Add an action to a skill</h3><p>Tell Gaia what you want AI Agent to do in your connected apps &#x2014; like look up an order or process a return &#x2014; and it will draft the action and link it to the appropriate skill.</p><ul>
<li><p><strong>Example prompt:</strong> <em>&quot;I want AI Agent to check order status before answering.&quot;</em></p>
</li><li><p><strong>Response:</strong> <a href="https://docs.gorgias.com/en-US/create-an-action-to-connect-ai-agent-to-other-apps-567325" target="_blank">Support actions</a> connect AI Agent to the apps you use &#x2014; like Shopify, a returns portal, or a subscriptions platform &#x2014; so it can do things like look up an order, process a return, or modify a subscription without a human agent stepping in. Gaia drafts the action and links it to the appropriate skill for your review.</p>
</li>
</ul><p>For more on using Gaia, including how to review and approve proposed changes, see <a href="https://docs.gorgias.com/en-US/how-to-use-gaia-6646562" target="_blank">How to use Gaia to improve your AI Agent setup</a>.</p><hr>
<h2 id="what-gaia-doesnt-do">What Gaia doesn&apos;t do</h2><p>Gaia is built to help you optimize your AI Agent by improving how it handles customer requests through your skills, guidance, intents, and support actions. It doesn&apos;t configure the rest of your Gorgias account or replace your support team.</p><p><strong>For the following, use the appropriate tool instead:</strong></p><ul>
<li><strong>Helpdesk settings</strong> &#x2014; go to <span class="ph-bold ph-six-gear" style="font-size: 16px">&#x2009;</span> <strong>Settings</strong> to configure channels, routing rules, macros, views, and tags</li><li><strong>Billing, plan changes, and account management</strong> &#x2014; contact Gorgias support</li><li><strong>Technical bugs or service outages</strong> &#x2014; contact Gorgias support</li><li><strong>Social channels, Voice, and WhatsApp</strong> &#x2014; enable AI Agent on the channel first; Gaia only applies where AI Agent is active</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 coaching tool that helps you improve how AI Agent performs by analyzing your skills, knowledge, and ticket data, and proposing targeted 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;">
      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, giving it read and write access across your helpdesk. Gaia is built directly into your helpdesk and is focused specifically on improving your AI Agent setup.</p><p>The main differences:</p><ul>
    <li><strong>Scope:</strong> The MCP currently has broader access &#x2014; it can read tickets, update macros, edit help center articles, and more across your helpdesk. Gaia is focused on AI Agent optimization: improving your skills, knowledge, and support actions.</li><li><strong>Data:</strong> Because Gaia runs inside Gorgias, your data stays under your Gorgias account&apos;s privacy policy. With the MCP, your help desk data flows to whichever external AI tool you connect, subject to that tool&apos;s own privacy policy.</li><li><strong>Experience:</strong> Gaia works out-of-the-box for anyone managing AI Agent. The MCP is well suited for teams already building workflows with external LLMs.</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 setup automatically?
    </p>
  </summary><p>No. Every change Gaia proposes requires your explicit approval before it goes live. Gaia never modifies your skills, guidance, or actions without your review. For details on how the review and approval flow works, see <a href="https://docs.gorgias.com/en-US/how-to-use-gaia-6646562" target="_blank">How to use Gaia to improve your AI Agent setup</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>No. Gaia is focused on your AI Agent configuration &#x2014; improving skills, guidance, and actions. It doesn&apos;t draft or send customer-facing messages.</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 analyzing my setup?
    </p>
  </summary><p>Gaia reads your skills, knowledge, and recent ticket data from your Gorgias account. It uses this to identify coverage gaps and performance issues in your AI Agent setup.</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>Gaia is most useful when something changes: you launch a new product, notice a dip in your automation rate, or start seeing a surge in a particular type of ticket. It&apos;s also a good starting point if you&apos;ve never audited your AI Agent setup before. There&apos;s no fixed cadence, but the more regularly you use it to stay on top of your setup, the better your AI Agent will perform over time.</p>
</details><hr>
<div data-tf-live="01KJB5M9XAKTCHTQRVATDJ7PAA" data-tf-hidden="page_source=/gaia-explained-6646561" 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=16419879445539642&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=%2Fgaia-explained-6646561" data-testid="iframe" allow="microphone; camera" title="[Education] Article feedback survey - Main" style="border: 0px; transform: translateZ(0px);"></iframe></div></div></div>

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Gaia explained

Walk through starting a Gaia conversation, letting it analyze your AI Agent setup, 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 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 feature:</strong> Gaia is currently in open beta. Some capabilities are still in development. Feature behavior and plan availability are subject to change.</div><hr><p>Getting more out of your AI Agent means knowing where your setup is falling short and what to fix. Gaia reads your skills, knowledge, and recent tickets to identify gaps and underperforming areas, then drafts specific changes for you to review and approve.</p><p>In this article:</p><ul><li><a href="#start-a-conversation">Start a conversation</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;We keep getting questions about [topic] and we don&apos;t have a skill for it. Can you draft one?&quot;</em></li><li><em>&quot;AI Agent seems to be struggling with these tickets. Can you assess what might be happening?&quot; [paste ticket links]</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 the full list of what Gaia can help with, see <a href="https://docs.gorgias.com/en-US/gaia-explained-6646561" target="_blank">Gaia explained</a>.</p><hr><h2 id="let-gaia-work">Let Gaia work</h2><p>Gaia may ask a clarifying question before it begins. Once it has what it needs, it 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 Gaia is ready, it presents its findings and proposes specific changes.</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><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><p><strong>Rename a conversation</strong></p><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><p><strong>Delete a conversation</strong></p><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><p><strong>Find a conversation ID</strong></p><p>Every conversation has a unique ID. If you need to report a problem with a specific conversation, share this ID 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 ID</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;">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;" open><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 class="fr-table-selection-hover"><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>Toggle conversations</td><td>&#x2318;+K</td><td>Ctrl+K</td></tr><tr><td><br></td><td><br></td><td><br></td></tr></tbody></table></div></details><hr><div data-tf-live="01KJB5M9XAKTCHTQRVATDJ7PAA" data-tf-hidden="page_source=/https://docs.gorgias.com/en-US/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=%2Fhttps%3A%2F%2Fdocs.gorgias.com%2Fen-US%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>

How to use Gaia to improve your AI Agent setup

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Gaia is a coaching agent built into your helpdesk. Learn how to use it to identify gaps in your AI Agent setup and draft targeted improvements for you to review and approve.

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Create a Gorgias helpdesk

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Shopping Assistant explained

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Customize your selling style and discount strategy

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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

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

Email capture

Gorgias Chat FAQs

Manage whether chat is visible to customers

Deflect Gorgias chat conversations with an automated interaction

Dynamic wait time

Live and offline mode

Chat: Capture requests outside of business hours

Automatic Online/Offline Status

Video in Gorgias Chat

Chat Campaigns

Configure multiple languages for chat and chat automation features

Chat Transcript

Gorgias Chat Privacy Disclosure & Consent

Chat size and weight information

Chat

Channels

Account setup