Chat: Deflect conversations with an automated interactionUpdated an hour ago
Who can use this feature?
• Flows can be used with connected Shopify, BigCommerce and Magento stores
• Article recommendations can be used with connected BigCommerce and Magento stores
Add Flows, order management, or article recommendations to your chat integration so shoppers get an automatic answer to common questions before a live ticket ever reaches your team. When one of these automation features fully resolves a shopper's question, it reduces the live chat volume your agents handle, and it's billed as an automated interaction instead of a helpdesk ticket. If an automation can't resolve the shopper's question, they're connected to your team based on how you've configured your chat integration.
Enable automation features on chat
Turn on Flows, order management, and article recommendations for a specific chat integration from that integration's Automation tab. The Automation tab only appears on a chat integration if you're subscribed to AI Agent.
- From your helpdesk, click the Settings icon in the bottom-left corner.
- In the menu, locate Channels, then select Chat.
- Select your chat integration from the list.
- Click the Automation tab.
- Under Flows, click Add flow, then select a flow from the list. You can add up to six Flows to a single chat integration.
- Under Order management, click the toggle to turn it on.
- Under Article recommendations, click the toggle to turn it on.
- Click Save.
Before turning an automation feature on for a chat integration, make sure its settings have been properly configured. To create a Flow, configure order management options, or set up article recommendations, navigate to each feature's settings.
Control what shoppers see when an automation can't resolve a question
If an automation doesn't resolve the shopper's question, they can select No, I need more help. What happens next depends on whether AI Agent is enabled for that chat integration.
If AI Agent is enabled, it takes over the conversation and tries to resolve the shopper's question itself. If it still can't help, AI Agent will hand the conversation over to your human support team.
If AI Agent isn't enabled for that chat integration, the shopper will transition to the live chat experience. Your chat preferences determine whether the shopper is asked for their email before being connected to a live chat with your human support team, or sent to the offline capture form.
To adjust your chat preferences, follow the steps below:
- From your helpdesk, click the Settings icon in the bottom-left corner.
- In the menu, locate Channels, then select Chat.
- Select your chat integration from the list.
- Click the Preferences tab.
- Adjust the Chat availability (labeled When to hand over by email if AI Agent is enabled) and Collect shopper emails settings.
See Configure chat preferences for a full breakdown of each option.
FAQ
Will an automated interaction show up as a ticket in my helpdesk?
No. When Flows, order management, article recommendations, or AI Agent fully resolves a shopper's question, Gorgias counts it as an automated interaction rather than a helpdesk ticket. An automation fee may still apply depending on your subscription — see How you're billed for using Gorgias for details.
Can I use Flows and AI Agent together on the same chat integration?
Yes. You can add up to six Flows to a chat integration even after enabling AI Agent on it. If a shopper needs more help after completing a Flow, AI Agent continues the conversation and tries to resolve their question before handing over to your team.
Does article recommendations work alongside AI Agent on chat?
No. Article recommendations is automatically turned off for a chat integration when you enable AI Agent on it, to avoid sending shoppers conflicting messages.
