Compare and restore previous versions of articles or guidanceUpdated 6 hours ago

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 performed.

You can review past versions, compare them to your current content, and restore a previous version if you need to revert a change.

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

Review and compare versions

From Knowledge, you can see a list of all previously published versions of a help center article or guidance, as well as the most recent unpublished draft.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. Once selected, you can also see unique performance metrics for each version of the article or guidance.

1. From the main menu, go to 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 an article or guidance 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 article or guidance version

If you want to revert changes you’ve made to a help center article or guidance, 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 of your article or guidance. The published, live version of your content is safe until you choose to publish your changes.

1. From the main menu, go to 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 version of the article or guidance 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

From Knowledge, you can see metrics for each piece of content 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. From the main menu, go to 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.

FAQ