Customize how AI Agent behavesUpdated a month 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:

• Tone of voice
• Handover topics
• Excluded topics
• How and when to tag tickets in Gorgias helpdesk
• Guidance on how to handle specific topics
• Disabling Autoresponder Rules

Requirements

• You must have an active AI Agent subscription
• You must have Lead, Admin or Account Owner permissions

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
   
   
   • If you have more than 1 Shopify store connected to Gorgias, use the dropdown menu to select a store
2. Select Settings
3. Under Tone of Voice and Language, select a tone of voice: friendly, professional, sophisticated or custom

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

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 tell AI Agent the type of topics it should always hand over to your human team (for example, invoices and billing, privacy inquiries, and so on).

1. Go to AI Agent from the main menu
   
   
   • If you have more than 1 Shopify store connected to Gorgias, use the dropdown menu to select a store
2. Select Settings
3. Under Handover and exclusion, select the hyperlinked text Handover topics 
4. Select + Add Topic then, in the text box, describe in plain language the type of topic AI Agent should always hand over to your team
5. Select Save Changes to finish

Tell customers when handing over

You can customize AI Agent to explicitly tell customers when their ticket is being handed over to a human agent.

Under the Handover and exclusion section in your AI Agent settings, use the toggle Tell customers when handing over to turn this setting on and off.

• When turned on, AI Agent lets the customer know they are being handed over to a human agent for further assistance
• When turned off, AI Agent silently hands over the ticket your team without letting the customer know

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
   • Tickets that meet your conditions are tagged with ai_ignore and added to AI Agent’s ignore ticket View.

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
   • If you have more than 1 Shopify store connected to Gorgias, use the dropdown menu to select a store
2. Under AI ticket tagging, select Tags
3. Click on Add Ticket Tag and select the tags you want AI Agent to use 
4. Next to each selected tag, describe the ticket topics where AI Agent should apply the tag
5. Select Save Changes to finish

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 100 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

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