AI Agent helps your shoppers browse, buy, and get support automatically in your brand's voice. You shape what it does through knowledge, skills, tone of voice, and actions — and stay in control through handover, reasoning, and feedback.

<p>AI Agent helps your shoppers browse, buy, and get support automatically and in your brand&apos;s voice, so your team can focus on the conversations where they&apos;re needed most. You get a dedicated AI Agent for each Shopify store you connect. It works across email, chat, and SMS, helping new shoppers find products and resolving post-purchase questions like returns, order changes, and shipping updates.</p><p>You shape what AI Agent does by giving it knowledge about your store, skills for the conversations you want it to handle, a tone of voice that matches your brand, and actions that let it make changes in your connected tools. This article explains what AI Agent is and what it includes.</p><p>In this article, you&apos;ll learn:</p><ul>
<li><a href="#what-ai-agent-does">What AI Agent does</a> &#x2014; the conversations it handles</li><li><a href="#what-shapes-ai-agents-behavior">What shapes AI Agent&apos;s behavior</a> &#x2014; knowledge, skills, actions, and more</li><li><a href="#where-ai-agent-works">Where AI Agent works</a> &#x2014; channels and surfaces</li><li><a href="#how-you-stay-in-control">How you stay in control</a> &#x2014; handover, reasoning, and feedback</li><li><a href="#faq">FAQ</a> &#x2014; common questions about how AI Agent fits with the rest of Gorgias</li>
</ul><hr>
<h2 id="what-ai-agent-does">What AI Agent does</h2><p>AI Agent plays two roles, both included in your AI Agent subscription:</p><ul>
<li><strong>Support agent</strong> &#x2014; resolves post-purchase conversations like returns, order tracking, cancellations, and missing items</li><li><strong>Shopping assistant</strong> &#x2014; engages pre-purchase shoppers on email, chat, and SMS, helping them find products and make a purchase</li>
</ul><p>The same AI Agent fills both roles. The difference is in the kind of conversation it&apos;s responding to.</p><p>Within each role, you choose how much AI Agent takes on. With skills, you can start with a few conversation types &#x2014; like returns or order status &#x2014; and expand AI Agent&apos;s coverage at your own pace.</p><p>Beyond responding, AI Agent can also take actions in your connected tools &#x2014; like canceling an order or processing a return &#x2014; and <a href="/en-US/customize-how-ai-agent-hands-over-to-your-team-6008591" target="_blank">hands over conversations to your team</a> when it can&apos;t or shouldn&apos;t handle them. You can <a href="/en-US/review-your-ai-agent-performance-931052" target="_blank">review AI Agent&apos;s performance</a> in dedicated reports, overall or broken down by role where it matters.</p><p>Merchants who subscribed to AI Agent prior to July 16, 2025 may need to <a href="https://docs.gorgias.com/en-US/how-to-upgrade-your-ai-agent-subscription-2319991" target="_blank" rel="noopener noreferrer">upgrade their subscription</a> to include the shopping assistant role.</p><hr>
<h2 id="what-shapes-ai-agents-behavior">What shapes AI Agent&apos;s behavior</h2><p>Gorgias gives you a set of building blocks to tailor AI Agent to your brand. Each is a lever for shaping a different aspect of AI Agent&apos;s behavior. Together they determine how AI Agent handles each conversation. The more deliberately you configure these building blocks, the more AI Agent&apos;s responses reflect how your team would resolve a shopper&apos;s inquiry.</p><ul>
<li><strong><a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank" rel="noopener noreferrer">Skills</a></strong> &#x2014; a set of instructions for a specific type of conversation, like returns or order cancellations. Skills are the primary way you direct AI Agent&apos;s behavior. Each skill bundles one or more intents (the trigger) and instructions (what AI Agent should do).</li><li><strong><a href="https://docs.gorgias.com/en-US/knowledge-explained-6556817" target="_blank" rel="noopener noreferrer">Knowledge</a></strong> &#x2014; your brand&apos;s content. AI Agent draws on your help center articles, website content, documents, guidance, and Shopify data to respond accurately and on-brand.</li><li><strong>Actions</strong> &#x2014; let AI Agent perform tasks in your connected tools, like canceling an order, processing a return, or updating a shipping address. Actions are opt-in and configurable. You choose which ones AI Agent can take, and the conditions under which it takes them. See [create an action to connect AI Agent to other apps].</li><li><strong>Tone of voice</strong> &#x2014; how AI Agent sounds when responding to shoppers, set in your <a href="https://docs.gorgias.com/en-US/customize-ai-agents-tone-of-voice-5413645" target="_blank" rel="noopener noreferrer">tone of voice settings</a>.</li><li><strong>Language settings</strong> &#x2014; AI Agent supports over 80 languages and replies in any of them, even when your knowledge isn&apos;t translated.</li><li><strong>Vision</strong> &#x2014; AI Agent <a href="https://docs.gorgias.com/en-US/how-ai-agent-uses-vision-to-understand-images-1992836" target="_blank" rel="noopener noreferrer">reads and understands images</a> shoppers share, like photos of damaged items or screenshots of receipts.</li><li><strong>Shopping assistant configurations</strong> &#x2014; settings that apply only to pre-purchase conversations, like <a href="https://docs.gorgias.com/en-US/customize-your-selling-style-and-discount-strategy-1216116" target="_blank" rel="noopener noreferrer">selling style and discount strategy</a>, and shopper engagement features.</li>
</ul><hr>
<h2 id="where-ai-agent-works">Where AI Agent works</h2><p>AI Agent can handle conversations over email, chat, and SMS. The same knowledge, skills, and tone of voice apply across all channels. AI Agent adapts its responses to fit the channel &#x2014; shorter and faster on chat and SMS, and fuller on email.</p><p>For first-time AI Agent setup, see <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" target="_blank" rel="noopener noreferrer">set up and go live with AI Agent</a>.</p><hr>
<h2 id="how-you-stay-in-control">How you stay in control</h2><p>AI Agent has built-in tools that help you understand its responses and shape its behavior over time.</p><ul>
<li><strong>Handover to humans</strong> &#x2014; AI Agent hands over to your team when it can&apos;t confidently respond, encounters a sensitive topic, or detects frustration from the shopper. Handover is a safety net for everything AI Agent doesn&apos;t yet know how to handle, and the conversations that get handed over become signals for what to teach AI Agent next. You can also configure your own handover rules in your AI Agent settings.</li><li><strong>AI reasoning</strong> &#x2014; see why AI Agent responded the way it did on any ticket, then use it to identify what to change when a response doesn&apos;t meet your expectations.</li><li><strong>Direct feedback</strong> &#x2014; rate AI Agent&apos;s responses on closed tickets to influence how it handles similar conversations going forward. See <a href="https://docs.gorgias.com/en-US/coach-ai-agent-and-give-feedback-to-improve-its-responses-500892" target="_blank" rel="noopener noreferrer">coach AI Agent and give feedback to improve its responses</a>.</li>
</ul><p>For the broader cycle of improving AI Agent over time, see <a href="https://docs.gorgias.com/en-US/how-ai-agent-improves-over-time-1993179" target="_blank" rel="noopener noreferrer">how AI Agent improves over time</a>.</p><hr>
<h2 id="faq">FAQ</h2><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><p style="display: inline; margin: 0; font-weight: bold;">Can I continue to use automation features like flows and order management?</p></summary><br><p>Yes. Simple automations like <a href="/en-US/flows-101-252069" target="_blank">flows</a> and <a href="/en-US/order-management-101-81861" target="_blank">order management</a> are included with your AI Agent subscription. They run alongside AI Agent on your tickets &#x2014; often handling the first part of a conversation before AI Agent steps in if more help is needed.</p><ul><li>For flows, go to <span class="material-symbols-outlined" style="font-size: 20px; vertical-align: top; margin-right: 3px; font-variation-settings: &apos;wght&apos; 400;">route</span><strong>Workflows</strong> &gt; <strong>Tools</strong> &gt; <strong>Flows</strong></li><li>For order management, go to <span class="material-symbols-outlined" style="font-size: 20px; vertical-align: top; margin-right: 3px; font-variation-settings: &apos;wght&apos; 400;">route</span><strong>Workflows</strong> &gt; <strong>Tools</strong> &gt; <strong>Order management</strong></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 AI Agent use my macros?</p></summary><br><p>No. AI Agent generates its own responses from your skills and knowledge, not from macros. Macros remain available for your human team to use when replying to tickets manually.</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 rules with AI Agent?</p></summary><br><p>Yes. Rules and AI Agent can run on the same tickets &#x2014; rules apply your conditional logic for tagging, routing, and other ticket actions, while AI Agent handles the conversation itself. See <a href="https://docs.gorgias.com/en-US/use-rules-with-ai-agent-5415482" target="_blank" rel="noopener noreferrer">use rules with AI Agent</a> for how to combine 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;">How is AI Agent billed?</p></summary><br><p>For details on pricing plans and how AI Agent&apos;s automated interactions are billed, see <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385" target="_blank" rel="noopener noreferrer">how you&apos;re billed for using Gorgias</a>.</p></details><hr>
<h2 id="next-steps">Next steps</h2><ul>
<li><a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank" rel="noopener noreferrer">Skills explained</a> &#x2014; what a skill is and how it works</li><li><a href="https://docs.gorgias.com/en-US/how-ai-agent-improves-over-time-1993179" target="_blank" rel="noopener noreferrer">How AI Agent improves over time</a> &#x2014; the cycle of training, testing, deploying, and analyzing</li><li><a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" target="_blank" rel="noopener noreferrer">Set up and go live with AI Agent</a> &#x2014; the first-time setup workflow</li>
</ul><hr>
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AI Agent explained

AI Agent gets better as you work with it. The cycle of training new behavior, testing changes, deploying them, and analyzing the results gives you a clear way to improve AI Agent one conversation type at a time.

<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-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><p>AI Agent isn&apos;t something you set up once and walk away from. It&apos;s a system you work with over time, and the more deliberately you work with it, the better it gets at handling your shoppers&apos; conversations.</p><p>The cycle that makes this possible has four steps: <strong>train</strong> AI Agent to handle the conversations you want, <strong>test</strong> the changes, <strong>deploy</strong> them, and <strong>analyze</strong> how they performed. Then you start the next loop.</p><p>Each loop in this cycle focuses on a specific behavior: usually one type of conversation AI Agent handles, like returns or order status. That makes improvements concrete: instead of trying to improve AI Agent all at once, you start with a few <a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank" rel="noopener noreferrer">skills</a> covering the conversations that matter most and expand AI Agent&apos;s coverage one loop at a time.</p><p>In this article, you&apos;ll learn:</p><ul>
<li><a href="#train">Train</a> &#x2014; teach AI Agent how to handle conversations</li><li><a href="#test">Test</a> &#x2014; preview changes before they go live</li><li><a href="#deploy">Deploy</a> &#x2014; bring changes live to your shoppers</li><li><a href="#analyze">Analyze</a> &#x2014; see what&apos;s working and where to improve next</li>
</ul><hr>
<h2 id="train">Train</h2><p>Training is where you teach AI Agent how to handle conversations. When setting up for the first time, this means giving AI Agent knowledge about your business, your tone of voice, and a starting set of skills for your highest-volume, most predictable conversations &#x2014; like order tracking, store hours, or return eligibility. See <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" target="_blank" rel="noopener noreferrer">set up and go live with AI Agent</a> for the full first-time workflow.</p><p>Once AI Agent is live, training shifts to sharpening existing knowledge and skills or building new ones, based on what you find in Analyze.</p><p>What ongoing training looks like in practice:</p><ul>
<li><strong><a href="https://docs.gorgias.com/en-US/manage-your-skills-6556815#edit-a-skill" target="_blank" rel="noopener noreferrer">Edit a skill&apos;s instructions</a></strong> to handle a scenario the skill is missing</li><li><strong><a href="https://docs.gorgias.com/en-US/manage-your-skills-6556815#edit-a-skill" target="_blank" rel="noopener noreferrer">Add or remove intents</a></strong> to change which conversations a skill covers</li><li><strong><a href="https://docs.gorgias.com/en-US/create-a-new-skill-for-ai-agent-6556814" target="_blank" rel="noopener noreferrer">Create a new skill</a></strong> for a conversation type AI Agent doesn&apos;t yet handle well</li><li><strong><a href="https://docs.gorgias.com/en-US/manage-existing-content-for-ai-agent-4036345" target="_blank" rel="noopener noreferrer">Update your knowledge</a></strong> to improve the broader content AI Agent draws on, especially when a skill uses knowledge to fill in details</li><li><strong>Coach AI Agent through direct ticket feedback</strong>. Rating AI Agent&apos;s responses on closed conversations influences how it handles similar conversations going forward. See <a href="https://docs.gorgias.com/en-US/coach-ai-agent-and-give-feedback-to-improve-its-responses-500892" target="_blank" rel="noopener noreferrer">coach AI Agent and give feedback to improve its responses</a></li>
</ul><p>Some training changes only affect a specific type of conversation. Editing a <em>Returns and exchanges</em> skill to cover an edge case, for example, only changes how AI Agent handles returns and exchanges. Other changes shape every response AI Agent generates, like updates to your tone of voice.</p><hr>
<h2 id="test">Test</h2><p>Before publishing a change, test how AI Agent responds. Test conversations let you send AI Agent any message and preview its response, so you can confirm a change lands the way you intend before it reaches your shoppers.</p><p>What testing looks like:</p><ul>
<li>Open a test conversation from anywhere you&apos;re making changes, whether it&apos;s a skill, your knowledge, or another AI Agent setting.</li><li>Send a message that should trigger the scenario you want to test.</li><li>Review AI Agent&apos;s response. Confirm that it follows your instructions, uses the right knowledge, and sounds on-brand.</li><li>Use <strong>Show reasoning</strong> to see why AI Agent responded the way it did.</li>
</ul><p>Testing isn&apos;t a one-time check before going live. Any meaningful change to AI Agent&apos;s setup warrants a test before you publish it.</p><p>For more, see <a href="https://docs.gorgias.com/en-US/preview-ai-agent-responses-with-test-conversations-828087" target="_blank" rel="noopener noreferrer">preview AI Agent responses with test conversations</a>.</p><hr>
<h2 id="deploy">Deploy</h2><p>Deploy is the moment a change reaches your shoppers. It takes two forms. The first is turning AI Agent on for a channel (email, chat, SMS), typically a one-time event per channel. The second is deploying a change you&apos;ve prepared in Train. Both make new behavior live for shoppers.</p><p>Common deployments include:</p><ul>
<li><strong>Publish a skill draft</strong> to replace its live version. AI Agent uses the new version for matching conversations going forward</li><li><strong>Turn a skill on or off</strong> without affecting others</li><li><strong>Restore a previous version</strong> of a skill, guidance, or help center article (each has its own version history)</li><li><strong>Publish updates to knowledge or settings</strong>, which go live immediately</li>
</ul><p>You deploy one improvement at a time, whether that&apos;s a sharper version of an existing skill or expanded coverage to a new conversation type. Watch how each change lands in Analyze before deciding what to improve next.</p><p>For first-time channel setup, see <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" target="_blank" rel="noopener noreferrer">set up and go live with AI Agent</a>.</p><hr>
<h2 id="analyze">Analyze</h2><p>Analyze is where you find what to improve next, whether that&apos;s an existing skill that&apos;s underperforming or a conversation type AI Agent isn&apos;t covering yet. Performance signals tell you which conversation types are working and which need attention, both up close for a single skill or intent and across AI Agent as a whole.</p><p>Three places to look:</p><ul>
<li><strong>The Skills page.</strong> Each skill has its own performance signals: ticket volume, handover rate, and average CSAT. A high handover rate on a specific skill is a strong signal that something in that skill needs attention.</li><li><strong>The Intents panel</strong> (in <strong>Skills</strong> &gt; <strong>View intents</strong>). Shows every intent AI Agent is currently responding to, its ticket volume, handover rate, and the skill (if any) that AI Agent is currently using to handle it. Useful for spotting high-volume conversation types that aren&apos;t yet covered by a skill, and for finding which specific intent within a skill is causing most of its handovers.</li><li><strong>The Overview and AI Agent reports.</strong> Show broader patterns: automation rate, CSAT, ticket coverage by topic, and trends over time.</li>
</ul><p>For example, from the Skills page you might notice that your <em>Returns and exchanges</em> skill has a 30% handover rate. From there, you can look at the recent tickets that were handed over to see the specific cases your instructions don&apos;t currently cover. Your next loop has a clear goal: update the skill&apos;s instructions to cover those cases, test the change, and publish it.</p><p>For more on reading the reports, see <a href="https://docs.gorgias.com/en-US/review-your-overall-automation-performance-6153275" target="_blank" rel="noopener noreferrer">review your AI Agent performance</a>.</p><p>What you find in Analyze becomes the input for your next loop in Train. Each loop either sharpens how AI Agent handles a conversation type it already covers, or expands its coverage to one it doesn&apos;t. Over time, these small, focused changes add up to an AI Agent that handles more of your conversations, and handles them better.</p><hr>
<h2 id="next-steps">Next steps</h2><ul>
<li><a href="https://docs.gorgias.com/en-US/ai-agent-explained-497772" target="_blank" rel="noopener noreferrer">AI Agent explained</a> &#x2014; what AI Agent is and what it includes</li><li><a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank" rel="noopener noreferrer">Skills explained</a> &#x2014; what a skill is and how it works</li><li><a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219" target="_blank" rel="noopener noreferrer">Set up and go live with AI Agent</a> &#x2014; the first-time setup workflow</li>
</ul><hr>
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How AI Agent improves over time

Set up AI Agent for your store and go live: give it knowledge about your products and policies, create skills to control your most common conversations, customize its behavior, test it, and connect your channels.

<p>AI Agent handles inbound conversations from shoppers &#x2014; answering questions, completing tasks in your connected apps, and handing over to your team for conversations that need a human touch.</p><p>This article walks you through how to set it up and go live. You don&apos;t need everything perfectly configured before you start. Get the essentials in place, enable AI Agent, and refine it as you learn from real conversations.</p><p>In this article, you&apos;ll:</p><ul>
<li><a href="#add-your-brands-content">Add your brand&apos;s content</a> &#x2014; knowledge about your store, products, and policies</li><li><a href="#create-your-first-skills">Create skills</a> &#x2014; define how AI Agent handles your most common conversations</li><li><a href="#set-up-actions">Set up actions</a> &#x2014; tasks AI Agent can complete in your connected apps</li><li><a href="#configure-ai-agents-settings">Configure settings</a> &#x2014; tone of voice and handover behavior</li><li><a href="#connect-your-channels-and-go-live">Test and go live</a> &#x2014; preview responses and enable your channels</li><li><a href="#monitor-and-improve-ai-agent">Monitor and improve</a> &#x2014; review tickets and refine your setup</li>
</ul><hr>
<h2 id="requirements">Requirements</h2><ul>
<li>You must have an active AI Agent subscription</li><li>You must have <a href="https://docs.gorgias.com/en-US/shopify-101-81814#steps" rel="noopener noreferrer" target="_blank">a Shopify store connected to Gorgias</a></li><li>You must have <strong>Lead</strong>, <strong>Admin</strong> or <strong>Account Owner</strong> permissions</li>
</ul><hr>
<h2 id="allow-ai-agent-to-use-data-from-shopify">Allow AI Agent to use data from Shopify</h2><p>If you connected Shopify to your helpdesk before subscribing to AI Agent, you may need to <a href="https://docs.gorgias.com/en-US/update-shopify-app-permissions-in-gorgias-6572228" target="_blank" rel="noopener noreferrer">update your app permissions</a> to give AI Agent access to the Shopify data it needs.</p><hr>
<h2 id="add-your-brands-content">Add your brand&apos;s content</h2><p>Adding your brand&apos;s content gives AI Agent the knowledge it needs to respond accurately to shoppers. Your content can include information from your store website, help center articles, documents, URLs, and custom <a href="https://docs.gorgias.com/en-US/create-guidance-for-ai-agent-1362592" target="_blank" rel="noopener noreferrer">guidance</a>. If you&apos;re starting from scratch, guidance is the best first step.</p><p>AI Agent needs at least one source of knowledge before you can enable it. Learn more about <a href="https://docs.gorgias.com/en-US/add-your-brands-content-for-ai-agent-1216498" target="_blank" rel="noopener noreferrer">adding content to AI Agent&apos;s knowledge</a>. For how AI Agent uses each type of content when responding to shoppers, see <a href="https://docs.gorgias.com/en-US/knowledge-explained-6556817" target="_blank" rel="noopener noreferrer">knowledge explained</a>.</p><ol>
<li><p>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong>, then click&#xA0;<strong>Knowledge</strong>.</p><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><p>Click <strong>Create content</strong>.</p>
</li><li><p>Select a type of content to add to AI Agent.</p>
</li>
</ol><div class="note-callout"><strong>Starting from scratch with guidance?</strong> Go to <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong> &gt; <strong>Knowledge</strong> &gt; <strong>Guidance</strong> and use the pre-built templates as a starting point. Templates give AI Agent instructions for your most common scenarios, so you don&apos;t have to write them from scratch. <a href="https://docs.gorgias.com/en-US/create-guidance-for-ai-agent-1362592" target="_blank" rel="noopener noreferrer">Learn more about guidance</a>.</div><hr>
<h2 id="create-your-first-skills">Create your first skills</h2><p>Skills are how you control which conversations AI Agent handles. Each skill gives AI Agent a set of instructions for a specific type of conversation, like a return, an order status question, or a cancellation. When AI Agent recognizes that a conversation matches one of your skills, it follows that skill&apos;s instructions to respond.</p><p>You don&apos;t have to cover everything at once. Start with a few skills for your highest-volume conversations, like returns, order status, and cancellations, then expand your coverage over time as you see how AI Agent performs.</p><ol>
<li>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong>, then click <strong>Skills</strong>.</li><li>Click <strong>Create skill</strong>.</li><li>Choose <strong>From template</strong> to start from a pre-built skill for a common conversation type, or <strong>From scratch</strong> to build your own.</li>
</ol><p>AI Agent will perform well in conversations using the content in your knowledge, but adding skills will give you more precise control over the outcomes in particular scenarios. Each skill defines exactly what AI Agent does for a specific scenario, so responses are consistent and follow your process. See <a href="https://docs.gorgias.com/en-US/create-a-new-skill-for-ai-agent-6556814" target="_blank" rel="noopener noreferrer">create a new skill for AI Agent</a> for the full walkthrough, and <a href="https://docs.gorgias.com/en-US/skills-explained-6556816" target="_blank" rel="noopener noreferrer">skills explained</a> for how skills work with your knowledge.</p><hr>
<h2 id="set-up-actions">Set up actions</h2><p>Actions let AI Agent complete tasks in your connected apps on behalf of shoppers &#x2014; like canceling an order in Shopify, editing a shipping address, or managing a subscription. To use an action, add it to a skill&apos;s instructions. AI Agent can only run an action when it&apos;s included in a skill or guidance.</p><p>You don&apos;t need actions to go live. Many conversations can be handled with knowledge and skills alone, and in situations where AI Agent can&apos;t complete a shopper&apos;s request, the conversation will be handed over to a human. When you&apos;re ready to add them, see <a href="https://docs.gorgias.com/en-US/create-an-action-to-connect-ai-agent-to-other-apps-567325" target="_blank" rel="noopener noreferrer">create an action</a> for the full walkthrough.</p><ol>
<li><p>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong>, then click <strong>Support Actions</strong>.</p>
</li><li><p>Click <strong>Create action</strong>, then select from the available templates or build a custom action.</p>
</li>
</ol><hr>
<h2 id="configure-ai-agents-settings">Configure AI Agent&apos;s settings</h2><p>Tone of voice shapes how AI Agent sounds to shoppers. Handover instructions tell it when to pass a conversation to your team instead of resolving it. Take a few minutes to configure both before you go live &#x2014; you can adjust them at any time after.</p><ul>
<li><a href="https://docs.gorgias.com/en-US/customize-ai-agents-tone-of-voice-5413645" rel="noopener noreferrer" target="_blank">Set AI Agent&apos;s tone of voice</a> to match your brand</li><li><a href="https://docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-to-your-team-6008591" rel="noopener noreferrer" target="_blank">Configure handover instructions</a> &#x2014; keep these minimal to start. Add a topic only when AI Agent genuinely can&apos;t resolve it, like a shopper reporting suspected fraud on their account</li><li><a href="https://docs.gorgias.com/en-US/let-ai-agent-autofill-tags-and-ticket-fields-2863220" rel="noopener noreferrer" target="_blank">Automatically add tags and fill out ticket fields</a> (optional)</li><li><a href="https://docs.gorgias.com/en-US/customize-your-selling-style-and-discount-strategy-1216116" rel="noopener noreferrer" target="_blank">Customize selling style and discount settings</a> (requires <a href="https://docs.gorgias.com/en-US/upgrade-your-ai-agent-subscription-to-use-shopping-assistant-skills-2319991" target="_blank" rel="noopener noreferrer">Shopping Assistant</a>)</li>
</ul><hr>
<h2 id="test-how-ai-agent-responds-to-questions">Test how AI Agent responds to questions</h2><p>Before going live, <a href="https://docs.gorgias.com/en-US/preview-ai-agent-responses-with-test-conversations-828087" target="_blank" rel="noopener noreferrer">start a test conversation</a> to see how AI Agent responds to questions and make sure it acts the way you&apos;d expect for your brand. You can test AI Agent on email, chat, and SMS channels.</p><p>Test conversations help you identify and address gaps in AI Agent&apos;s knowledge and confirm your skills behave the way you intend. You are not billed for test conversations, and they don&apos;t affect any reporting or send real messages to shoppers.</p><ol>
<li><p>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong>.</p><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><p>Click <strong>Test</strong> to start a test conversation.</p>
</li><li><p>Click <span class="ph-bold ph-gear" style="color: #868686; font-size: 16px;">&#x2009;</span><strong>Configure</strong> to adjust the channel and audience for your test.</p>
</li><li><p>Enter a message to ask AI Agent a question, then click <strong>Send</strong>.</p>
</li>
</ol><hr>
<h2 id="connect-your-channels-and-go-live">Connect your channels and go live</h2><p>To go live with AI Agent, connect it to the email, chat, or SMS channels where you want it to handle conversations.</p><h3 id="enable-ai-agent-on-email">Enable AI Agent on Email</h3><p>When you connect AI Agent to an email address, it monitors the connected inbox for tickets and responds to shoppers from the same email address.</p><p>AI Agent also responds to email tickets that shoppers submit through <a href="https://docs.gorgias.com/en-US/order-management-101-81861" rel="noopener noreferrer" target="_blank">Order Management</a> and <a href="https://docs.gorgias.com/en-US/flows-101-252069" rel="noopener noreferrer" target="_blank">Flows</a>, and contact forms linked to the same email address.</p><ol>
<li><p>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong>.</p><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><p>Select <strong>Email</strong> under the Deploy section.</p>
</li><li><p>Use the dropdown menu to select one or more email addresses to connect to AI Agent.</p>
</li><li><p>Select the toggle <strong>Enable AI Agent on Email</strong> to go live.</p>
</li><li><p>Select <strong>Save Changes</strong> to finish.</p>
</li>
</ol><h3 id="enable-ai-agent-on-chat">Enable AI Agent on Chat</h3><p>You can connect AI Agent to one or more chat widgets. You can have chat installed on your store&apos;s website, Help Center, and <a href="https://docs.gorgias.com/en-US/add-chat-to-your-shopify-checkout-page-1002812" rel="noopener noreferrer" target="_blank">Shopify checkout page</a>.</p><ol>
<li><p>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong>.</p><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><p>Select <strong>Chat</strong> under the Deploy section.</p>
</li><li><p>Use the dropdown menu to select one or more chat widgets to connect to AI Agent.</p><ul>
<li><a href="https://docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-to-your-team-6008591" target="_blank" rel="noopener noreferrer">Set up handover instructions</a> to customize how AI Agent escalates chat conversations to your human agents.</li>
</ul>
</li><li><p>Select the toggle <strong>Enable AI Agent on Chat</strong> to go live.</p>
</li><li><p>Select <strong>Save Changes</strong> to finish.</p>
</li>
</ol><h3 id="enable-ai-agent-on-sms">Enable AI Agent on SMS</h3><div class="note-callout"><strong>Note:</strong> you must subscribe to the <a href="https://www.gorgias.com/product/sms" target="_blank" rel="noopener noreferrer">SMS add-on</a> to use AI Agent on this channel</div><p>You can connect AI Agent to one or more <a href="https://docs.gorgias.com/en-US/set-up-sms-81919" target="_blank" rel="noopener noreferrer">phone numbers that you use for SMS</a>. Once enabled, AI Agent automatically picks up inbound text conversations to respond to shoppers.</p><ol>
<li><p>Open the <strong>dropdown menu</strong> in the top-left corner, then select <span class="ph-bold ph-star-four" style="font-size: 16px;">&#x2009;</span><strong>AI Agent</strong>.</p><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><p>Under Deploy, click&#xA0;<strong>SMS</strong>.</p>
</li><li><p>Use the dropdown menu to <strong>select one or more SMS-enabled phone numbers</strong> to connect to AI Agent.</p>
</li><li><p>Click <strong>Enable AI Agent on SMS</strong>.</p>
</li><li><p>Click <strong>Save Changes</strong> to finish.</p>
</li>
</ol><hr>
<h2 id="monitor-and-improve-ai-agent">Monitor and improve AI Agent</h2><p>When you start to use AI Agent, a new set of shared default ticket Views becomes available so that you and your team can monitor the conversations AI Agent is handling.</p><p>It&apos;s important to regularly monitor and <a href="https://docs.gorgias.com/en-US/coach-ai-agent-and-give-feedback-to-improve-its-responses-500892" rel="noopener noreferrer" target="_blank">give AI Agent feedback</a> on the tickets it handles. Use this as an opportunity to add or update content, adjust your guidance or skills, or change your handover settings.</p><ol>
<li>Select <span class="ph-bold ph-chats-circle" style="font-size: 16px;">&#x2009;</span><strong>Inbox</strong> from the main dropdown menu.</li><li>Scroll down to find the section of Views for &#x2728; <strong>AI Agent</strong>.</li>
</ol><p>The default Views cover tickets AI Agent is currently processing, tickets it closed, and tickets it handed over to your team. See <a href="https://docs.gorgias.com/en-US/understand-ai-agent-tags-and-ticket-views-5414491" target="_blank" rel="noopener noreferrer">AI Agent tags and ticket views</a> for a full breakdown of each view and the tags AI Agent applies.</p><h3 id="your-first-week">Your first week</h3><p>In the first week, aim to review at least 10 tickets that AI Agent handled and <a href="https://docs.gorgias.com/en-US/coach-ai-agent-and-give-feedback-to-improve-its-responses-500892" rel="noopener noreferrer" target="_blank">give direct feedback</a> on any that didn&apos;t meet your expectations. The feedback you give influences how AI Agent handles similar conversations &#x2014; and helps you spot patterns, like a skill that needs tighter instructions, a gap in your knowledge, or a handover topic you didn&apos;t anticipate.</p><p><strong>You&apos;re up and running when:</strong></p><ul>
<li>AI Agent is live on at least one channel</li><li>Your knowledge covers your main customer topics</li><li>Your team has reviewed 10 tickets and left feedback</li><li><strong>Bonus:</strong> You have at least one action included in a skill &#x2014; actions let AI Agent complete tasks in your connected apps (like processing a return or canceling an order) without handing off to your team</li>
</ul><p>From there, review performance across your <a href="https://docs.gorgias.com/en-US/see-how-your-skills-and-knowledge-are-performing-6556813" target="_blank" rel="noopener noreferrer">skills and knowledge</a> to see what&apos;s driving automation and where there are gaps to address.</p><p>Ready to go deeper? <a href="https://docs.gorgias.com/en-US/how-ai-agent-improves-over-time-1993179" target="_blank" rel="noopener noreferrer">How AI Agent improves over time</a> covers how to expand your coverage and handle more conversations as you learn from real tickets.</p><hr>
<div data-tf-live="01KJB5M9XAKTCHTQRVATDJ7PAA" data-tf-hidden="page_source=/set-up-and-go-live-with-ai-agent-500219" data-tf-loaded="true"><div data-tf-widget="tPxTr8Zs" data-tf-opacity="100" data-tf-iframe-props="title=[Education] Article feedback - Set SLA policies in Gorgias" 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=6340058557375666&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=%2Fset-up-and-go-live-with-ai-agent-500219" data-testid="iframe" title="[Education] Article feedback - Set SLA policies in Gorgias" style="border: 0px; transform: translateZ(0px);"></iframe></div></div></div>

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