Deflect Gorgias chat conversations with an automated interactionUpdated 5 hours ago
To manage the volume of incoming chat tickets, you can require that your customers go through an automated interaction, like Flows or Order Management, before they are able to send your team a chat message.
If the automation does not resolve their inquiry, the customer can select "No, I need more help". They will then be able to start a chat conversation, or submit a request to your team if offline capture is active.
Requirements
- You must have an active AI Agent subscription (to access automation features)
- You must a Owner, Admin or Lead role
Require automated interactions
To require an automated interaction from shoppers on chat, remove the send us a message button by adjusting your chat preferences.
Note: if you have Article Recommendations enabled as an automation on chat, the setting for Remove "Send us a message" button will be overwritten. Customers will be able to type and send a message so that the automation has a chance to resolve their inquiry.
- From your helpdesk, click the Setings icon in the bottom-left corner.
- In the menu, locate Chat, then select your chat integration from the list.
- Click the Preferences tab along the top of the page.
- Scroll to Require automated interaction, then click the toggle next to Remove "Send us a message" button.
- Click Save Changes at the bottom of the page.
