Compare and restore previous versions of articles, guidance, and skillsUpdated 9 hours ago

Improving AI Agent is a continuous process, and the content behind it changes as you go. When you edit a help center article, guidance, or skill, you can use  Version history to see a record of every published change, including who made it and when.

You can review past versions, compare them to your current version, and restore a previous version if you need to revert a change. Where you open version history depends on the type of content: from Knowledge for help center articles and guidance, and from Skills for skills.

• Review and compare versions
• Restore a previous version
• Review performance metrics per version

Review and compare versions

You can see a list of all previously published versions of your content, as well as the most recent unpublished draft. For each version, you can see a timestamp of when it was published and the name of the person who published the update.

1. Open the content you want to review:

   • For a help center article or guidance, open the dropdown menu in the top-left corner, then select  AI Agent and click Knowledge. Select the article or guidance. (If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store first.)
   • For a skill, open the dropdown menu in the top-left corner, then select  AI Agent and click Skills. Select the skill.

2. Click  Version history at the top of the editor.

3. Select a previous version to review it.

4. Click the Compare to current toggle to highlight changes between a previous version or draft and the current version.

Restore a previous version

If you want to revert changes you've made to a help center article, guidance, or skill, you can restore a previous version.

When you restore a previous version, a new draft is created so you can make edits before publishing. If you have a current draft, it is replaced by the restored version. The published, live version of your content is safe until you choose to publish your changes.

For skills, restoring brings back the instructions and knowledge settings from the version you select, but not its linked intents. Your current intents stay in place, so restoring a skill doesn't change which conversations it covers or interfere with your other skills.

1. Open the content you want to restore:

   • For a help center article or guidance, open the dropdown menu in the top-left corner, then select  AI Agent and click Knowledge. Select the article or guidance. (If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store first.)
   • For a skill, open the dropdown menu in the top-left corner, then select  AI Agent and click Skills. Select the skill.

2. Click  Version history at the top of the editor.

3. Select the version you want to restore.

4. Click Restore as draft to open the selected version as a draft.

5. Make any necessary edits, then click Publish.

Review performance metrics per version

For help center articles and guidance, you can see metrics for each version to understand how it performed when AI Agent used it to respond to tickets over the past 28 days. Performance metrics include: the number of tickets and handovers where AI Agent used the content, the average CSAT, and the intents of the tickets.

To understand whether your changes had a positive or negative effect on AI Agent's ability to respond to customers, you can compare metrics from previous versions of an article or guidance to the current one.

1. Open the dropdown menu in the top-left corner, then select  AI Agent, then click Knowledge.

   • If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.

2. Select a help center article or guidance, then click  Version history at the top of the editor.

3. Select a previous version of the article or guidance to review it.

4. Under Impact, review the performance metrics for the selected article or guidance version.

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