Knowledge
Build and manage the knowledge AI Agent reads to respond accurately to shoppers.
Add your brand's content for AI Agent
Your brand’s content is essential for AI Agent to respond to and resolve customer inquiries with confidence and accuracy. The more complete and in-depth your content is, the better AI Agent performs. You can add content from various sources, includin
Manage existing content for AI Agent
Keeping your brand’s content accurate and up to date is essential to provide excellent customer support, and to increase AI Agent’s accuracy and coverage. This article explains how to manage your content in Gorgias so that your team, your customers a
Enable or disable content for AI Agent
AI Agent relies on your brand’s knowledge to generate responses and answer customer inquiries. Knowledge is made up of content from various sources, including custom guidance, help center articles, and snippets of information from your brand's websit
Create Guidance to give AI Agent custom instructions
Guidance are custom instructions that you write for AI Agent in natural language—like how you’d explain something to a new teammate. You can use Guidance to tell AI Agent how to behave and respond to specific shopper requests or scenarios. For exampl
Best practices for writing Guidance
AI Agent uses the instructions you provide in Guidance to understand how it should respond to specific scenarios with shoppers. Since AI Agent considers Guidance before any other knowledge source or action, it plays a big role in shaping the experien
Compare and restore previous versions of articles or guidance
Updating the knowledge your AI Agent uses is a continuous process. When you edit a help center article or guidance, you can use Version history to see a record of every published change — who made it, when, and how each version of your content perfo
