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Customize how AI Agent behavesUpdated 2 days ago

You can customize how AI Agent behaves so that it responds to shoppers in a way that's consistent and matches your brand’s way of working.

Just a like how you would onboard a human agent, you can instruct AI Agent on:

Requirements

  • You must have an active Automate subscription
  • You must have Lead or Admin permissions in Gorgias

Choosing a tone of voice

Use tone of voice to instruct AI Agent on how your brand speaks when it communicates with customers.

  1. Go to AI Agent from the main menu
  2. Select your store from the sidebar, then Settings
  3. Under General Settings, use the dropdown menu to select a tone of voice: friendly, professional, sophisticated or custom

AI Agent settings page with the “Settings” menu item highlighted in the sidebar. The “Tone of voice” section is open, displaying a custom tone setting with guidance on being concise, empathetic, and proactive.

You can read more about the different tones of voice available in the following table:

Tone type
Description
Friendly
Warm, approachable, and casual. 

This tone conveys warmth, openness, and a willingness to connect with others on a personal level. It often includes expressions of empathy, positivity, and encouragement, creating a comfortable atmosphere for conversation.
Professional
Formal, respectful, and focused. 

This tone maintains a business-like demeanor, suitable for interactions in professional settings such as workplaces or formal correspondence. It avoids colloquial language and maintains a level of objectivity and clarity
Sophisticated
Refined, cultured, and elegant. 

This tone conveys a sense of sophistication and intelligence, often through the use of complex vocabulary, subtle nuances, and language structures. It aims to convey depth of thought and often associated with educated or refined individuals.
Custom
Tell AI Agent how it should speak. If you have brand guidelines that include information about tone of voice, you can use them here. 

You can be specific, including instructions on what never to say or mention.

Handover topics

AI Agent automatically hands over tickets to your team whenever it lacks confidence in an answer or detects an angry customer. You can use handover topics to choose how AI Agent behaves when it passes tickets to your human team, and add specific topics that it should always handover to your team.

  1. Go to AI Agent from the main menu
  2. Select your store from the sidebar, then click on Settings
  3. Under the Handover and exclusion section, use the toggle to turn On/Off Tell customers when handing over
    • When enabled, AI Agent lets customers know they are being handed over for further help
    • When disbaled, AI Agent does not respond before completing a handover
  4. Select + Add Topic button to tell AI Agent which topics it should always handover to another agent (for example, complaints).

AI Agent settings page focusing on the “Handover and exclusion” section. The toggle switch for “Tell customers when handing over” is turned on, and the “Add Topic” button is visible for defining handover topics.

Excluded topics

You can also give AI Agent a list of topics that it should never try to resolve. Use the Rule called Prevent AI Agent from answering to indicate when AI Agent should ignore a ticket and leave it for your other agents.

For example, you might have AI Agent ignore tickets from specific email addresses, tickets with specific tags, or tickets that contain certain words.

  1. Go to Settings → Rules → then select Create Rule
  2. Search for and select the Rule template Prevent AI Agent from answering
  3. Select Install Rule
  4. Add conditions to the Rule to tell AI Agent when it should ignore a ticket

AI ticket tagging

You can use ticket tagging to tell AI Agent when to add tags to incoming email tickets. AI Agent identifies when a ticket matches a topic that you describe, then automatically adds the applicable tags.

We recommend that you use ticket tagging to keep AI Agent consistent with your current tagging system and how the rest of your agents apply tags.

  1. Go to AI Agent from the main menu, then select Settings
  2. Under AI ticket tagging, select + Add Tag
  3. Open the dropdown menu to select a tag
  4. Describe the topics that AI Agent should look for to apply the tag
  5. Select Save Changes to finish

AI Agent settings page displaying the “AI ticket tagging” section. Predefined tags such as “ai_shipping_status” and “ai_product_restock_request” are listed, with an option to add new tags. The “Save Changes” button is present.

Give AI Agent Guidance

Guidance are instructions that tell AI Agent how it should interact with customers, handle specific topics or inquiries, or when to escalate tickets to your human team. You can use Guidance to control how AI Agent behaves according to your own best practices and ways of working. You can add up to 40 pieces of Guidance.

As an example, if a customer asks about their order but no order data exists, you might instruct AI Agent to first confirm their order number and email address. 

To create a Guidance:

  1. Go to AI Agent from the main menu, then select Knowledge
  2. Select the Guidance tab
  3. Choose Create Guidance or Create from Template
  4. Enter a descriptive Guidance name
    • AI Agent uses this information to identify whether the Guidance is relevant to a shopper’s question.
  5. Enter your Instructions for AI Agent to follow
    • It’s best to write in a straightforward manner with examples
  6. Make sure Available for AI Agent is toggled On, then select Create Guidance

“New guidance” page under the AI Agent’s “Knowledge” section. A guidance rule named “Order inquiries without data” is being created, with instructions for handling order inquiries without order data. The “Available for AI Agent” toggle is turned on, and the “Create Guidance” button is highlighted.

Note: When knowledge exists about a topic in a Guidance and another source, like your Help Center or webpage, AI Agent uses the Guidance first 


Give AI Agent access to Macros

Your Macros contain valuable information that AI Agent can use to respond to shoppers and answer common questions.

Unlike when a human agent uses a Macro, AI Agent does not send the Macro itself, apply tags or add attachments. Rather, it uses the content of the Macro as a source of information to write its message.

To give AI Agent access to the content of a Macro, add "[AI Compatible]" to the Macro's name in Gorgias.

  1. Go to Settings -> Macros
  2. Select a Macro from the list
  3. Edit the name of the Macro to include "[AI Compatible]"
    • For example, "[AI Compatible] Help with Product Sizing"

Editing an existing Macro in Gorgias to add "[AI Compatible]" its title, then selecting the Save button

Disable Autoresponder Rules

For a better customer experience with AI Agent, we recommend that you review and disable some Autoresponders Rules that you may be using to deflect or resolve email tickets. This way, you can avoid the Autoresponder and AI Agent replying to the same email.

If you use the Auto-close spam emails rule, you can keep this enabled. AI Agent is designed to never respond to spam email or emails with a clear no-reply intent.

  1. Go to Settings → Rules
  2. Use the On/Off toggle next an Autoresponder Rule to disable it
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