Gaia explainedUpdated 18 days ago
Who can use this feature?
Improving your AI Agent's performance means knowing where your setup has gaps and which skills are causing unnecessary handovers — analysis that's easy to put off when your support queue is full.
Gaia — short for Gorgias Artificial Intelligence Agent — is a coaching agent built directly into your helpdesk. When you ask it, Gaia reads your skills, knowledge, and recent tickets, surfaces what's missing or underperforming across your AI Agent setup, and drafts targeted changes for you to review and approve.
In this article:
What you can do with Gaia
Gaia can help with several types of AI Agent coaching tasks. To start, select Ask Gaia at the bottom of the main menu, or press ⌘G (Mac) or Ctrl+G (Windows). Describe what you need in your own words — there are no commands or specific format required. Ask Gaia: "What can you help me with?" and it'll respond with a complete list of its capabilities.
Audit your AI Agent setup
Ask Gaia to suggest areas your AI Agent setup can be improved to reduce handovers and increase your automation rate.
Example prompt: "Audit my AI Agent setup and tell me what can be improved."
Response: Gaia reads your skills, knowledge, and recent tickets. It identifies where coverage is missing, which intents are causing unnecessary handovers, and which skills have low automation rates. It then returns a prioritized list of suggested improvements.
Diagnose problems using specific tickets
Paste in ticket links for Gaia to analyze where AI Agent is struggling and identify the root cause.
Example prompt: "AI Agent seems to be struggling with these tickets. Can you assess what might be happening?" [paste ticket links]
Response: Gaia identifies what the tickets have in common and proposes changes to address the root cause.
Create a skill for a topic that isn't covered
Ask Gaia to draft a new skill for a conversation type your AI Agent doesn't handle yet. You can also create a skill manually.
Example prompt: "We keep getting questions about warranty claims and we don't have a skill for this. Can you draft one?"
Response: Gaia drafts a new skill grounded in your real ticket data for you to review and enable.
Improve a skill that isn't performing
Tell Gaia which skill isn't working and what you're observing. You can see how each skill is performing on the Skills page.
Example prompt: "This Returns skill has a 42% success rate. Help me improve it."
Response: Gaia looks at the tickets that triggered that skill, identifies what's being missed, and proposes specific edits for you to review.
Convert guidance into skills
Ask Gaia to identify which of your existing guidance is better suited as a skill and convert it. Converting manually means reviewing your guidance one by one.
Example prompt: "Review my existing guidance and convert what you can into skills."
Response: Gaia identifies which guidance is ready to convert, drafts the replacement skills, and deactivates the originals once you approve.
Add an action to a skill
Tell Gaia what you want AI Agent to do in your connected apps — like look up an order or process a return — and it will draft the action and link it to the appropriate skill.
Example prompt: "I want AI Agent to check order status before answering."
Response: Support actions connect AI Agent to the apps you use — like Shopify, a returns portal, or a subscriptions platform — so it can do things like look up an order, process a return, or modify a subscription without a human agent stepping in. Gaia drafts the action and links it to the appropriate skill for your review.
For more on using Gaia, including how to review and approve proposed changes, see How to use Gaia to improve your AI Agent setup.
What Gaia doesn't do
Gaia is built to help you optimize your AI Agent by improving how it handles customer requests through your skills, guidance, intents, and support actions. It doesn't configure the rest of your Gorgias account or replace your support team.
For the following, use the appropriate tool instead:
- Helpdesk settings — go to Settings to configure channels, routing rules, macros, views, and tags
- Billing, plan changes, and account management — contact Gorgias support
- Technical bugs or service outages — contact Gorgias support
- Social channels, Voice, and WhatsApp — enable AI Agent on the channel first; Gaia only applies where AI Agent is active
Frequently asked questions
Is Gaia the same as AI Agent?
No. AI Agent handles your customer conversations automatically. Gaia is a coaching tool that helps you improve how AI Agent performs by analyzing your skills, knowledge, and ticket data, and proposing targeted changes for you to review and approve.
Is Gaia the same as the Gorgias MCP?
No. The Gorgias MCP connects an external AI tool — like ChatGPT or Claude — to your Gorgias account, giving it read and write access across your helpdesk. Gaia is built directly into your helpdesk and is focused specifically on improving your AI Agent setup.
The main differences:
- Scope: The MCP currently has broader access — it can read tickets, update macros, edit help center articles, and more across your helpdesk. Gaia is focused on AI Agent optimization: improving your skills, knowledge, and support actions.
- Data: Because Gaia runs inside Gorgias, your data stays under your Gorgias account's privacy policy. With the MCP, your help desk data flows to whichever external AI tool you connect, subject to that tool's own privacy policy.
- Experience: Gaia works out-of-the-box for anyone managing AI Agent. The MCP is well suited for teams already building workflows with external LLMs.
Does Gaia make changes to my setup automatically?
No. Every change Gaia proposes requires your explicit approval before it goes live. Gaia never modifies your skills, guidance, or actions without your review. For details on how the review and approval flow works, see How to use Gaia to improve your AI Agent setup.
Can Gaia draft replies to customers?
No. Gaia is focused on your AI Agent configuration — improving skills, guidance, and actions. It doesn't draft or send customer-facing messages.
What does Gaia read when analyzing my setup?
Gaia reads your skills, knowledge, and recent ticket data from your Gorgias account. It uses this to identify coverage gaps and performance issues in your AI Agent setup.
How often should I use Gaia?
Gaia is most useful when something changes: you launch a new product, notice a dip in your automation rate, or start seeing a surge in a particular type of ticket. It's also a good starting point if you've never audited your AI Agent setup before. There's no fixed cadence, but the more regularly you use it to stay on top of your setup, the better your AI Agent will perform over time.
