Shopping Assistant is a skill set that allows your AI Agent to autonomously help shoppers find and buy products from your Shopify store. When you enable AI Agent on Chat, Shopping Assistant proactively guides shoppers toward a purchase by answering p

<div class="note-callout">Early Access: Shopping Assistant skills for AI Agent are currently in an early access phase. You can <a href="https://www.gorgias.com/ai-sales-agent" target="_blank" rel="noopener noreferrer">sign up for early access</a> on our website. This document and the features it describes are subject to change</div> Shopping Assistant is a skill set that allows your AI Agent to autonomously help shoppers find and buy products from your Shopify store. When you <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219#connect-your-channels-and-go-live-with-ai-agent" target="_blank" rel="noopener noreferrer">enable AI Agent on Chat</a>, Shopping Assistant proactively guides shoppers toward a purchase by answering product questions, making personalized recommendations, and offering discounts when needed.<h2 id="requirements">Requirements</h2><ul><li>You must have an active AI Agent subscription</li><li>You must have&#xA0;<a href="https://docs.gorgias.com/en-US/shopify-101-81814#steps" target="_blank" rel="noopener noreferrer">a Shopify store connected to Gorgias</a> <ul><li>AI Agent is not supported on BigCommerce, Magento or WooCommerce stores</li></ul></li><li>You must have&#xA0;<a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219#connect-your-channels-and-go-live-with-ai-agent" target="_blank" rel="noopener noreferrer">AI Agent enabled on Chat</a> <ul><li>You can install Chat on any page of your website, including the <a href="https://docs.gorgias.com/en-US/add-chat-to-your-shopify-checkout-page-1002812" target="_blank" rel="noopener noreferrer">Shopify checkout and thank you pages</a>.</li></ul></li></ul><h2 id="adaptive-conversations-with-shoppers">Adaptive conversations with shoppers</h2>Like a sales associate in a physical store, Shopping Assistant observes shoppers who visit your website to understand their needs and inform its approach to selling.When a shopper interacts with Chat on your website, Shopping Assistant intelligently adapts the conversation based on the shopper&#x2019;s buying stage, your selling style and discount settings, as well as <a href="https://docs.gorgias.com/en-US/intro-to-ai-agents-shopping-assistant-skills-(early-access)-1216108#brand-specific-knowledge-and-guidance">brand-specific knowledge</a>.Using these inputs, Shopping Assistant makes real-time decisions about when to ask shoppers clarifying questions, when to share product details and comparisons, and when to make tailored recommendations or offer discounts.<ul><li>The shopper&#x2019;s buying stage&#xA0;&#x2192; what is the shopper&#x2019;s intent on your store&#x2019;s website (discovery, interested, or ready to buy)? <ul><li>Shopping Assistant observes the shopper&#x2019;s browsing activity, cart status and purchase history to understand their preferences and journey, so long as the shopper remains on the same device and isn&#x2019;t using incognito mode on their browser.</li><li>Shopping Assistant uses these signals to identify the shopper&#x2019;s buying stage or level of interest (discovery, interested or ready to buy) &#x2014;&#xA0;&quot;Is the shopper just looking around, interested in a specific product, or about to make a purchase?&quot;</li><li>The AI uses the shopper&#x2019;s buying stage as a key factor to adapt conversations in real time, and make decisions about when to consult, when to make product recommendations, and when to offer discounts to complete a sale</li></ul></li><li>Selling style and discount settings&#xA0;&#x2192; you control how Shopping Assistant approaches conversations with shoppers and how it uses discount codes. Adjust these preferences in AI Agent&#x2019;s&#xA0;<a href="https://docs.gorgias.com/en-US/change-ai-agents-sales-settings-(beta)-1216116" target="_blank" rel="noopener noreferrer">selling style and discount settings</a>. <ul><li>In addition to the shopper&#x2019;s buying stage, Shopping Assistant uses selling style settings to take into account your brand&#x2019;s preferences when interacting with shoppers. Does your brand prefer to educate and offer assistance without pressure? Or do you prioritize urgency and strong calls-to-action to generate sales?</li><li>Similarly, discount settings affect how and when Shopping Assistant uses discount codes to encourage a sale. A Shopping Assistant with an Educational selling style and Conservative discount strategy won&#x2019;t use discounts for a shopper who&#x2019;s still in a Discovery buying stage.</li></ul></li></ul><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025050816-04bebb4f-d365-4b19-87a8-424bec7b64ed-2024-08-23_15-16-61_v2%20(121).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="Chat interface where AI Agent responds to a skincare inquiry by recommending a calming serum based on prior purchases; includes a visual flow of evaluating user behavior like product views and purchase history to detect buying intent."><h2 id="brand-specific-knowledge-and-guidance">Brand-specific knowledge and guidance</h2>To successfully handle conversations with shoppers, your Shopping Assistant pulls from brand-specific knowledge including your Help Center articles, webpages, external documents, and custom Guidance that you provide.Shopping Assistant also has access to your Shopify product catalog, including titles, descriptions, tags and images.<ul><li>Your product catalog &#x2192; Shopping Assistant uses your product catalog to answer questions about your products and make intelligent recommendations <ul><li>Note: you can use Shopify tags to prevent Shopping Assistant from recommending certain products. <a href="https://docs.gorgias.com/en-US/intro-to-ai-agents-shopping-assistant-skills-(early-access)-1216108#how-do-i-prevent-shopping-assistant-from-recommending-a-product">Learn more</a>.</li></ul></li><li>Your policies and FAQs &#x2192; you can give Shopping Assistant necessary content about your brand by <a href="https://docs.gorgias.com/en-US/onboard-ai-agent-with-knowledge-sources-1216498" target="_blank" rel="noopener noreferrer">onboarding it with knowledge</a> from your Help Center, website or external files. Think about pricing information, sizing guides, warranty info, and so on.</li><li>Your sales playbook &#x2192; just like a human sales associate,&#xA0;<a href="https://docs.gorgias.com/en-US/customize-how-ai-agent-behaves-567324#give-ai-agent-guidance" target="_blank" rel="noopener noreferrer">use Guidance</a> to teach Shopping Assistant about situational best practices, objection handling, and how to approach common sales topics. <ul><li>For example, you might use Guidance to instruct Shopping Assistant to &#x201C;always ask if the visitor is shopping for themselves or someone else before continuing discovery.&#x201D;</li></ul></li></ul><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025050816-c4590b5d-32ca-4a5b-814c-654ecf43ca5c-2024-08-23_15-16-61_v2%20(118).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="Diagram showing the data sources used by the AI Agent, including Knowledge (Help Center articles, curated URLs, external documents), Custom Guidance (product recommendation and pricing rules), and the Shopify Product Catalog (descriptions, tags, images), all contributing to customer conversations."><h2 id="product-recommendations-and-discounts">Product recommendations and discounts</h2>Shopping Assistant can make product recommendations and dynamically offer discounts to shoppers directly in Chat. These actions are situational, based on <a href="https://docs.gorgias.com/en-US/intro-to-ai-agent-for-sales-(beta)-1216108#how-ai-agent-sells-to-shoppers" target="_blank" rel="noopener noreferrer">the shopper&#x2019;s buying stage&#xA0;</a>, as well as <a href="https://docs.gorgias.com/en-US/change-ai-agents-sales-settings-(beta)-1216116" target="_blank" rel="noopener noreferrer">your selling style and discount settings</a>.For example, if Shopping Assistant observes that a shopper is just browsing (Discovery stage), it will prioritize answering questions and sharing information over suggesting products, especially if your selling style is set to Educational.<ul><li>When Shopping Assistant does make a product recommendation, it shares a Shopify product card in the Chat conversation <ul><li>Shoppers can select the product card to go to the product page or add the item directly to cart.</li></ul></li><li>When Shopping Assistant offers a discount, it creates a new unique discount code in your Shopify admin, limited to a single use. The value of the discount is based on the fixed discount % in your settings.. Learn more about <a href="https://docs.gorgias.com/en-US/change-ai-agents-sales-settings-(beta)-1216116#set-a-discount-strategy-for-ai-agent" target="_blank" rel="noopener noreferrer">discount settings</a>.</li></ul><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025050816-0105aca4-eb21-4233-8c27-e9cf62221c9c-2024-08-23_15-16-61_v2%20(120).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="Chat interface where the AI Agent offers an 8% discount on a product called &#x201C;Shimmer Layer,&#x201D; with a visible coupon code and a price of $52.00, alongside a settings panel to configure discount tone and maximum percentage."><h2 id="monitor-sales-conversations-in-one-place">Monitor sales conversations in one place</h2>Any conversations that Shopping Assistant has with customers appear as tickets in your helpdesk inbox &#x2014; just look for AI Agent&#x2019;s Sales and Discount ticket Views.AI Agent organizes tickets into these Views so that you can filter for conversations that were identified as a sales opportunity by Shopping Assistant or conversations where a discount code was shared.<ol><li>Select Tickets from the main menu</li><li>Scroll down to find the section of Views for &#x2728; AI Agent</li><li>Select Sales or Discount Views to see conversations with Shopping Assistant <ul><li>If needed, <a href="https://docs.gorgias.com/en-US/create-edit-or-delete-a-view-207768" target="_blank" rel="noopener noreferrer">create new Views</a> to organize your conversations</li></ul></li></ol><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025050816-7759b30b-f8c9-4bb2-b14b-6b8d7df21a9c-2024-08-23_15-16-61_v2%20(122).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="The ticket inbox in your Gorgias helpdesk highlighting AI Agent&#x2019;s shared views, with a selected &#x201C;Discount&#x201D; folder showing customer inquiries and the number of open discount-related tickets."><h2 id="get-started-with-shopping-assistant">Get started with Shopping Assistant&#xA0;</h2>Complete the following steps to get started with AI Agent&#x2019;s Shopping Assistant skills:<ul><li><a href="https://docs.gorgias.com/en-US/set-up-chat-81789" target="_blank" rel="noopener noreferrer">Add Chat on your store&#x2019;s website</a></li><li><a href="https://docs.gorgias.com/en-US/onboard-ai-agent-with-knowledge-sources-1216498" target="_blank" rel="noopener noreferrer">Onboard AI Agent</a> with brand-specific knowledge</li><li>Enable <a href="https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219#connect-your-channels-and-go-live-with-ai-agent" target="_blank" rel="noopener noreferrer">AI Agent on Chat</a></li><li>Review our <a href="https://docs.gorgias.com/en-US/best-practices-prepare-ai-agent-for-sales-conversations-1123832" target="_blank" rel="noopener noreferrer">best practices to optimize AI Agent for selling</a></li></ul><h2 id="faqs">FAQs</h2><h3 id="how-do-i-prevent-shopping-assistant-from-recommending-a-product">How do I prevent Shopping Assistant from recommending a product?</h3>If you have a product(s) that you do not want Shopping Assistant to recommend, you can exclude the product <a href="https://help.shopify.com/en/manual/products/add-update-products#add-or-remove-tags" target="_blank" rel="noopener noreferrer">using a tag</a> in Shopify.Go to <a href="https://admin.shopify.com/products" target="_blank" rel="noopener noreferrer">your products in Shopify</a>. Under &#x201C;product organization&#x201D; add <code>gorgias_do_not_recommend</code> as a tag to the product. Shopping Assistant will no longer recommend the product in conversations so long as the tag remains.

Intro to AI Agent's Shopping Assistant skills (Early Access)

When a shopper visits your website, Shopping Assistant observes their browsing activity and level of interest (buying stage) in order to intelligently engage in pre-sales conversations. You can control how Shopping Assistant interacts with shoppers w

<div class="note-callout">Early Access: Shopping Assistant skills for AI Agent are currently in an early access phase. You can <a href="https://www.gorgias.com/ai-sales-agent" target="_blank" rel="noopener noreferrer">sign up for early access</a> on our website. This document and the features it describes are subject to change</div> When a shopper visits your website, <a href="https://docs.gorgias.com/en-US/intro-to-ai-agent-for-sales-(beta)-1216108" target="_blank" rel="noopener noreferrer">Shopping Assistant</a> observes their browsing activity and level of interest (buying stage) in order to intelligently engage in pre-sales conversations.You can control how Shopping Assistant interacts with shoppers when they come to your website by adjusting its selling style. Selling style lets you match Shopping Assistant to your brand&#x2019;s preferred approach to speaking with shoppers (Educational versus Promotional). You can also control how Shopping Assistant uses discount codes to encourage a purchase.In this article, you&#x2019;ll learn how to<ul><li><a href="https://docs.gorgias.com/en-US/customize-your-selling-and-discount-strategy-for-shopping-assistant-(early-access)-1216116#change-your-shopping-assistants-selling-style">Change Shopping Assistant&#x2019;s selling style</a></li><li><a href="https://docs.gorgias.com/en-US/customize-your-selling-and-discount-strategy-for-shopping-assistant-(early-access)-1216116#change-your-shopping-assistants-discount-strategy">Change Shopping Assistant&#x2019;s discount strategy</a></li></ul><h2 id="requirements">Requirements</h2><ul><li>You must have an active AI Agent subscription</li><li>You must have Team Lead or Admin permissions</li></ul><h2 id="change-your-shopping-assistants-selling-style">Change your Shopping Assistant&#x2019;s selling style</h2>By adjusting Shopping Assistant&#x2019;s selling style, you can control how how the AI guides your customers toward a purchaseFor example, an Educational approach means Shopping Assistant prioritizes asking questions and sharing product details. Whereas with a more Promotional&#xA0; approach, the AI focuses on urgency and direct recommendations to close sales.<ol><li>Go to AI Agent from the main menu, then select Shopping Assistant</li><li>Select the Strategy tab</li><li>Click and drag the slider to change your Shopping Assistant&#x2019;s persuasion level. Choose one of the following options: <ul><li>Educational: prioritize guidance and education, with minimal sales pressure &#x2014; &#x201C;we have a wide selection of nails. Do you prefer a matte or glossy finish?&#x201D;</li><li>Balanced: maintain a mix of education and persuasion, encouraging purchases while still being helpful &#x2014; &#x201C;we have some best-selling red nails! Do you like bold styles or something more subtle?&#x201D;</li><li>Promotional: focus on urgency and direct product recommendations to close sales quickly &#x2014; &#x201C;here&#x2019;s our top-selling red nail set&#x2014;perfect for any occasion! Want me to add it to your cart?&#x201D;</li></ul></li><li>Select Save Changes to finish</li></ol><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025050818-9dc0587d-9d7f-4de1-83d7-04e43442d9f6-2024-08-23_15-16-61_v2%20(123).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="The settings panel for the AI Agent&#x2019;s Shopping Assistants skill, showing a slider to adjust selling style (educational to promotional); the &#x201C;Shopping Assistant&#x201D; tab is highlighted in the sidebar."><h3 id="how-selling-style-affects-shopping-assistants-conversations">How selling style affects Shopping Assistant&#x2019;s conversations</h3>Your selling style settings informs how Shopping Assistant interacts with shoppers at each stage of the buying journey. Shopping Assistant identifies <a href="https://docs.gorgias.com/en-US/intro-to-ai-agent-for-sales-(beta)-1216108#how-ai-agent-sells-to-shoppers" target="_blank" rel="noopener noreferrer">the shopper&#x2019;s buying stage</a> (level of interest) based on their browsing activity.The following table shows how Shopping Assistant adapts its conversations based on your preferred selling style and the shoppers&#x2019; buying stage.<table><tbody><tr><td rowspan="2"> </td><td colspan="3" style="vertical-align: middle;">&#xA0;Buying stage (level of interest)</td></tr><tr><td style="vertical-align: middle;">Discovery (casual)</td><td style="vertical-align: middle;">Interested (considering)</td><td style="vertical-align: middle;">Ready to buy (high intent)</td></tr><tr><td style="vertical-align: middle;">Educational</td><td style="vertical-align: middle;">AI asks open-ended questions and seeks to understand shopper needs</td><td style="vertical-align: middle;">AI provides detailed product information and comparisons to help shoppers decide</td><td style="vertical-align: middle;">AI offers support with checkout, but no urgency</td></tr><tr><td style="vertical-align: middle;">Moderate&#xA0;</td><td style="vertical-align: middle;">AI asks a mix of questions and makes light product recommendations</td><td style="vertical-align: middle;">AI suggests products and may highlight promotions or bestsellers</td><td style="vertical-align: middle;">AI encourages purchase completion with a friendly nudge, such as limited-time discounts</td></tr><tr><td style="vertical-align: middle;">Promotional&#xA0;</td><td style="vertical-align: middle;">AI quickly suggests products based on minimal input, focusing on conversion</td><td style="vertical-align: middle;">AI makes deliberate product recommendations and emphasizes urgency</td><td style="vertical-align: middle;">AI uses strong calls to action to create urgency and close the sale</td></tr></tbody></table><h2 id="change-your-shopping-assistants-discount-strategy">Change your Shopping Assistant&#x2019;s discount strategy</h2>Your discount strategy informs how often Shopping Assistant uses discount codes to nudge shoppers toward a purchase.Shopping Assistant dynamically offers discount codes based on the strategy you choose (No Discount, Conservative, Strategic&#xA0;or&#xA0;Generous) and the <a href="https://docs.gorgias.com/en-US/intro-to-ai-agent-for-sales-(beta)-1216108#how-ai-agent-sells-to-shoppers" target="_blank" rel="noopener noreferrer">shopper&#x2019;s buying stage</a>.&#xA0;For example, if a shopper is in the discovery phase and your discount strategy is set to Conversative, then Shopping Assistant may only offer discounts in rarer cases, like when a high-intent shopper hesitates at checkout.When Shopping Assistant offers a discount, it creates a new unique discount code in <a href="https://admin.shopify.com/discounts" target="_blank" rel="noopener noreferrer">your Shopify admin</a>, limited to a single use.<ol><li>Go to AI Agent from the main menu, then select Shopping Assistant</li><li>Select the&#xA0;Strategy tab</li><li>Click and drag the slider to change AI Agent&#x2019;s discount level <ul><li>Choose an option of the scale between No Discount and Generous&#xA0;</li></ul></li><li>Enter a Fixed discount %&#xA0;to set how much of a discount Shopping Assistant offers</li><li>Select Save Changes to finish</li></ol><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025050818-26e8a8a2-f6bc-4f6b-a9e0-a1831707e51e-2024-08-23_15-16-61_v2%20(124).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="The settings panel for the AI Agent&#x2019;s Shopping Assistants skill, showing a slider to adjust discount strategy (none to generous), with a 10% fixed discount; the &#x201C;Shopping Assistant&#x201D; tab is highlighted in the sidebar.">

Customize your Shopping Assistant selling and discount strategy (Early Access)

You can encourage shoppers to initiate AI-powered conversations with Shopping Assistant using customer engagement settings like Suggested product questions and Ask anything input. Customer engagement settings proactively nudge shoppers to start a cha

<div class="note-callout">Early Access: Shopping Assistant skills for AI Agent are currently in an early access phase. You can <a href="https://www.gorgias.com/ai-sales-agent">sign up for early access</a> on our website. This document and the features it describes are subject to change&#xA0;</div> You can encourage shoppers to initiate AI-powered conversations with Shopping Assistant using customer engagement settings like Suggested product questions and Ask anything input.Customer engagement settings proactively nudge shoppers to start a chat with Shopping Assistant and help them find information naturally in a conversational format.Once a shopper starts a chat, Shopping Assistant intelligently adapts the conversation to ask personalized questions, share product details, and make recommendations based on their buying intent as well as your selling and discount settings. Learn more about how Shopping Assistant adapts conversations.<img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025051412-8017ea5c-44c8-4e5d-bcc9-f13edea645f8-2024-08-23_15-16-61_v2%20(132).webp" style="width: 636px;" class="fr-fic fr-dib fr-rounded" alt="Sample chat interface with gradient background showing a message &#x201C;Need help?&#x201D; on the left and three suggested questions on the right: &#x201C;What colors are available?&#x201D;, &#x201C;Does this run true-to-size?&#x201D;, and &#x201C;How many come in a pack?&#x201D;">In this article, you&#x2019;ll learn how to:<ul><li><a href="https://docs.gorgias.com/en-US/turn-on-shopping-assistant-engagement-settings-(early-access)-1423468#turn-on-suggested-product-questions">Turn on suggested product questions</a></li><li><a href="https://docs.gorgias.com/en-US/turn-on-shopping-assistant-engagement-settings-(early-access)-1423468#turn-on-ask-anything-input">Turn on ask anything input</a></li></ul><h2 id="requirements">Requirements</h2><ul><li>You must have an active AI Agent subscription</li><li>You must have Team Lead or Admin permissions</li></ul><h2 id="turn-on-suggested-product-questions">Turn on suggested product questions</h2>When you turn on suggested product questions, Gorgias shows shoppers up to 3 AI-generated prompt questions once they navigate to a product page on your website.Questions are generated directly from the content of the product page and anticipate what shoppers are most likely to ask. When a shopper selects a product question, it starts a conversation with Shopping Assistant.<ol><li>Go to AI Agent from the main menu, then select Shopping Assistant</li><li>Select the Customer Engagement tab</li><li>Select the toggle to turn ON or OFF Suggested product questions</li></ol><h2 id="turn-on-ask-anything-input">Turn on ask anything input</h2>When you turn on ask anything input, your Gorgias Chat widget becomes a floating question box that invites shoppers to start a conversation with Shopping Assistant. The input displays on both mobile and desktop devices, unless you change it to display on desktop only.The ask anything input displays when shoppers first visit your website. For repeat shoppers who started a conversation with Shopping Assistant, the input displays again after 72 hours. For repeat shoppers who do not start a conversation, the input displays again after 24 hours.<ol><li>Go to AI Agent from the main menu, then select Shopping Assistant</li><li>Select the Customer Engagement&#xA0;tab</li><li>Select the toggle to turn ON or OFF Ask anything input<ul><li>If needed, select Advanced settings then use the toggle to Enable on desktop only</li><li>The input field uses the same colors as your Chat widget. You can update colors in <a href="https://docs.gorgias.com/en-US/customize-chat-appearance-81791">your Chat&#x2019;s appearance settings</a>.</li></ul></li></ol><img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2025051413-ad9515b0-83d5-4cfb-b98f-ae065156e3c3-2024-08-23_15-16-61_v2%20(133).webp" style="width: 900px;" class="fr-fic fr-dib fr-rounded fr-bordered" alt="AI Agent dashboard showing customer engagement settings for Shopping Assistant. Toggles to enable &#x201C;Suggested product questions&#x201D; and &#x201C;Ask anything input&#x201D; are both highlighted"><h2 id="faqs">FAQs</h2><h3 id="what-language-are-suggested-product-questions-displayed-in">What language are suggested product questions displayed in?</h3>So long as the shopper&#x2019;s browser language matches an available language for your Chat, the shopper will see suggested product questions in their preferred language.If the shopper&#x2019;s browser language does not match an available on your Chat widget, we will not show suggested product questions. You can <a href="https://docs.gorgias.com/en-US/multi-language-support-337057">add languages in your Chat settings</a>.

Turn on Shopping Assistant engagement settings (Early Access)

Please feel free to reach out to our Support Team via email anytime!

Main website

What's new

Webinars

Academy

Community

Gorgias

Shopping Assistant skills (Early Access)

AI Agent & automations

Set up a trial account

Migrate from non-Zendesk providers

Help Desk Migration

Zendesk migration 101

Import data from Zendesk

Enable/disable channels

Migrate from Zendesk

Helpdesk migration

Get started

Gorgias Academy

Agent knowledge checklist

About us

Customer data & privacy

GDPR requests

Policy

About Gorgias

Helpdesk pricing

Automate pricing

Voice Add-on pricing

SMS Add-on pricing

Convert pricing

Pricing

Support

Fireside Chats

REST API

Build a custom app

Developer resources

Resources

Intro to AI Agent for Support

Set up and go live with AI Agent

Onboard AI Agent with knowledge sources

Customize how AI Agent behaves

Create Guidance to give AI Agent custom instructions

Set up and use AI Agent on Chat (beta)

Customize how AI Agent hands over Chats to live agents (beta)

Best practices: prepare AI Agent for sales conversations (beta)

Onboard and set up AI Agent

Optimize AI Agent based on insights from your tickets

How to coach AI Agent and give feedback

Test how AI Agent responds to customer questions

Review AI Agent's support performance

View performance analytics for Shopping Assistant (Early Access)

How to write and optimize Guidance for AI Agent

Measure and improve AI Agent

Create an Action to connect AI Agent to other apps

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

Support Actions: Connect AI Agent to ShipStation

Support Actions: Connect AI Agent to ShipBob

AI Agent Actions: ShipHero

AI Agent Actions: Shipmonk

AI Agent Actions: manage Skio subscriptions

AI Agent Actions: Loop Subscriptions

Connect AI Agent with other apps

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

Article Recommendations in Chat

Train your Article Recommendations

Article Recommendations

Sunsetting Quick Responses (July 2024)

Quick Responses 101 (Retired Feature)

Create a Quick Response (Retired Feature)

Statistics for Quick Responses (Retired Feature)

Quick Responses (Retired)

Automations (Flows & Order Management)

Gorgias Bot

Search

Create a ticket

Handle incoming tickets

Assign tickets manually

Other ticket management features

Snooze tickets

Merge tickets

Auto-assign and auto-unassign tickets

Bulk actions

Exports

Internal Notes

Keyboard shortcuts

Tickets auto-merge

Tickets

Customer Sentiments

Customer Intents

Intents & Sentiments

Notifications 101

Enable browser notifications in Chrome

Enable browser notifications in Safari

Enable browser notifications in Microsoft Edge

Disable browser notifications

Notifications

Daily operations

Business hours

Gorgias mobile app

Languages Gorgias can detect

Accessing Incognito Mode

SLA Policies

SLA Best Practices

Email integrations

Email integration FAQs

Signatures

Migration from Mailgun to Sendgrid

Connect your Email to your store

Why your email couldn't be delivered

Gmail (Google Mail)

Outlook (Microsoft 365)

Other Email Providers

Domain Verification

Email

Set up Chat

Gorgias Chat FAQs

Chat Visibility

Email capture

Dynamic wait time

Quick Replies (Retired Feature)

Live and offline mode

Offline Capture

Automatic Online/Offline Status

Video in Gorgias Chat

Chat Campaigns

Multi-Language Support

Require Automated Interaction

Chat Transcript

Chat Privacy Policy

Chat size and weight information

Install Campaign bundle

Add Chat to your Shopify checkout page

Advanced Chat customization

Basic Chat customization

Chat

Voice Add-on 101

Voice FAQs

Voice Troubleshooting

Receive inbound calls

Make outbound calls

Availability per country

Call recording

Default View and Team for Voice

Voice tickets and events

Phone policy

Putting callers on hold

Transfer the call

KYC registration of UK numbers

How to enable call & voicemail transcripts

Match Customer by Shopify Default Address Phone Number

Voice Setup

Voice

SMS add-on 101

SMS FAQs

Set up SMS

Toll-free Verification

A2P 10DLC Registration

SMS Policy

Restrictions on sending SMS messages to UK phone numbers (Fall 2024)

Help Center 101

Create a Help Center, Article, or Category

Help Center templates

Use Google Analytics with your Help Center

Help Center font library

Help Center tracking

Set up an internal knowledge base

Create a Help Center Contact Form

Help Center

Channels

Account setup