AI coverage: review and manage the topics AI Agent handlesUpdated 5 minutes ago

You can use AI coverage to understand and control which types of tickets AI Agent handles and which ones it hands over to your team.

AI coverage is organized by intent, the main topic Gorgias identifies in a customer's message (like Order/Status or Return/Request). For each intent, you can see how many tickets AI Agent has worked on, and how many it's handed over to a human agent. This lets you focus on the intents that AI Agent responds to the most, and which ones you can add a skill to so that it resolves tickets more consistently.

From the coverage page, you can also make decisions about the types of conversations you don't want AI Agent to handle. For example, you can choose to always hand over intents that you're not ready to automate yet, like Feedback/Negative, or create a list of sensitive topics, like medical or legal questions, so that a human agent responds every time.

In this article, you'll learn how to:

• Review your AI coverage
• Read the AI coverage table
• Choose the intents AI Agent should handle
• Link a skill to an intent
• Manage handover topics

Review your AI coverage

The AI coverage page contains a table with all the intents AI Agent has worked on over the past 28 days, grouped by category. An intent is the main topic Gorgias identifies in a customer's message (like Order/Status or Return/Request).

You can use this table to understand which intents AI Agent has worked on the most, including the number of tickets and the number of handovers, and whether you've equipped AI Agent with a skill so it can resolve tickets with a specific intent more consistently.

You can also review your own choices about which intents AI Agent is allowed to handle, and which you've decided it should hand over to your human team.

To open and review AI Agent's coverage:

1. Click the dropdown menu in the top-left corner, then select  AI Agent.
2. Select AI coverage from the menu.
   • If you have more than 1 Shopify store connected to Gorgias, use the selector near the top of the main menu to choose a store.

Search, sort, and find intents

To navigate the coverage table, select the  arrow next to a category to expand or collapse its intents. Hover your cursor over an intent to read its description.

You can use the following actions to adjust your view of the table:

• To find an intent, enter its name in the  Search field.
• Click on the Intent, Tickets, or Handovers column headers to sort the table in ascending  or descending  order.
• Toggle between  numeric and  percentage to change how you want to see values in the Tickets column.

Reading the AI coverage table

By default, the table is sorted by intents with the highest number of Tickets, so you can focus on the conversations where AI Agent handles the most volume.

The following table describes each column:

View tickets and export data to a spreadsheet

For each intent, you can take a closer look at the tickets AI Agent worked on or handed over within the last 28 days. You can also export ticket data to a spreadsheet.

1. Click on a number in the Tickets or Handovers column of the AI coverage table to see a list of tickets for a specific intent.
2. From the list, click on a ticket to open and review it in your Inbox. Alternatively, click Export to download ticket data to a spreadsheet.

Choose the intents AI Agent should handle

Each row in the AI coverage table has a status that controls whether AI Agent is allowed to handle tickets that match a specific intent.

For example, you might allow AI Agent to answer Order/Status questions because it has a high volume of tickets. For a different intent, you might choose to hand over tickets you aren't ready to automate yet so a human agent can always respond, like Feedback/Negative.

To change what intents AI Agent is allowed to handle:

1. From the AI coverage page, locate the Status column for an intent.
2. Open the dropdown menu, then select AI allowed or Handover. If you select Handover, review the confirmation message, then click Handover again to confirm.

If an intent is linked to a skill, you won't be able to change its status from the AI coverage page. Either disable the skill or unlink its intent, then return to AI coverage to change its status.

The following table describes how each status works:

Link a skill to an intent

A linked skill gives AI Agent specific instructions to follow when it responds to a ticket that matches the skill's intent. A skill helps AI Agent answer and resolve an intent more consistently than if it relies on your knowledge alone. Learn more about skills.

1. Locate the Linked skill column in the AI coverage table.
2. If the intent doesn't currently have a skill, click Link to skill.
3. Click Existing skill to select a skill you already have, or click New skill to create a new one.

Manage handover topics

You can use handover topics to list sensitive subjects, like legal or medical questions, that you always want a human agent to respond to. When AI Agent detects a handover topic, either at the beginning or during a conversation, it hands the ticket over to your team.

You can manage handover topics on the AI coverage page or in your handover settings. You can add up to 10 topics, each with a limit of 100 characters.

1. In the description at the top of the AI coverage page, click the hyperlinked words handover topic.
2. In the Handover topics panel, click Add topic, then describe in plain language the topic you want AI Agent to hand over (for example, "medical advice").
3. Click Save to finish.

Open handover topics again to edit any topics you've added, or click the "x" next to a topic to remove it.

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