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, which skills are causing unnecessary handovers, and what&apos;s holding your automation rate back &#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. It 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="#start-a-conversation-with-gaia">Start a conversation 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. Not sure where to start? Ask Gaia: &quot;What can you help me with?&quot; to get started.</p><h3 id="audit-your-ai-agent-setup">Audit your AI Agent setup</h3><p>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><p><strong>Example:</strong> <em>&quot;Audit my AI Agent setup and tell me what can be improved.&quot;</em></p><h3 id="diagnose-problems-using-specific-tickets">Diagnose problems using specific tickets</h3><p>If AI Agent is struggling with a particular type of request, paste in ticket links for Gaia to analyze. It identifies what the tickets have in common and proposes changes to address the root cause.</p><p><strong>Example:</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><h3 id="create-a-skill-for-a-topic-that-isnt-covered">Create a skill for a topic that isn&apos;t covered</h3><p>If customers are asking about something your AI Agent doesn&apos;t handle yet, Gaia can draft a new skill grounded in your real ticket data. 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><p><strong>Example:</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><h3 id="improve-a-skill-that-isnt-performing">Improve a skill that isn&apos;t performing</h3><p>A skill that isn&apos;t working usually shows up as a high handover rate, a low automation rate, or a recurring pattern of similar tickets that aren&apos;t being resolved. You can see how each skill is performing in <a href="https://docs.gorgias.com/en-US/see-how-your-skills-and-knowledge-are-performing-6556813" target="_blank">the Skills page</a>. Tell Gaia which skill is the issue and what you&apos;re observing. It looks at the tickets that triggered that skill, identifies what&apos;s being missed, and proposes specific edits for you to review.</p><p><strong>Example:</strong> <em>&quot;This Returns skill has a 42% success rate. Help me improve it.&quot;</em></p><h3 id="convert-guidance-into-skills">Convert guidance into skills</h3><p>Some guidance grows into detailed procedures better suited as skills, describing how to handle a specific request type rather than serving as general reference knowledge. <a href="https://docs.gorgias.com/en-US/create-guidance-for-ai-agent-1362592#convert-guidance-to-a-skill" target="_blank">Converting it manually</a> means reviewing your guidance one by one. Gaia identifies which guidance is ready to convert, drafts the replacement skills, and deactivates the originals once you approve.</p><p><strong>Example:</strong> <em>&quot;Review my existing guidance and convert what you can into skills.&quot;</em></p><h3 id="add-an-action-to-a-skill">Add an action to a skill</h3><p><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. Actions are linked to skills: when a skill handles a request that needs live data or a real change in another app, the linked action runs automatically.</p><p>If you want AI Agent to take a specific action as part of handling a customer request, tell Gaia what you need. It will draft the action and link it to the appropriate skill for your review.</p><p><strong>Example:</strong> <em>&quot;I want AI Agent to check order status before answering.&quot;</em></p><hr><h2 id="start-a-conversation-with-gaia">Start a conversation with Gaia</h2><p>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. Describe what you need from Gaia in your own words. There are no specific commands or format required to interact with it.</p><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>What Gaia can&apos;t help with:</strong></p><ul><li><strong>Helpdesk settings</strong> &#x2014; configure channels, routing rules, macros, views, and tags in <span class="ph-bold ph-six-gear" style="font-size: 16px;">&#x2009;</span> <strong>Settings</strong></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; Gaia&apos;s coaching only applies to channels 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;">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><script src="//embed.typeform.com/next/embed.js"></script><style>.ghc-article-rating-container{display:none!important}</style>

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. This article walks you through that process from start to finish.</p><p>In this article:</p><ul><li><a href="https://docs.gorgias.com/en-US/how-to-use-gaia-6646562#start-a-conversation-with-gaia">Start a conversation with Gaia</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-carat-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 &#x2014; 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. While Gaia is working, a notification prompt appears at the bottom of the panel &#x2014; select <strong>Enable</strong> to receive a browser notification when it&apos;s done.</p><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 something doesn&apos;t look right, reject it and explain what&apos;s off. Gaia will revise and propose a different change.</p><p>After responding to a proposal, the conversation continues. You can request additional changes, ask follow-up questions, or refine a rejected proposal with more specific instructions.</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-carat-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-carat-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-carat-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-carat-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;"><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 <span class="ph-bold ph-question" style="font-size: 16px;">&#x2009;</span> the <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>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" 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>

How to use Gaia to improve your AI Agent setup

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