Gaia explainedUpdated 2 days ago

Gaia is a conversational AI teammate built directly into Gorgias, and grounded in your brand's data. You can chat with Gaia to identify, plan and carry out everyday tasks in your helpdesk: search, tag, and organize tickets in your inbox; ask about your analytics and reports; find opportunities to optimize your account setup, AI Agent, and knowledge; build and improve simple automations like rules and macros; and more.

To begin, start a conversation with Gaia and describe what you need in your own words. Gaia reads the relevant data, drafts the changes, and waits for your approval before making any updates on your behalf.

In this article:

• What you can do with Gaia
• What Gaia doesn't do
• Frequently asked questions

What you can do with Gaia

To get started, select Ask Gaia at the bottom of the main menu, or press ⌘G (Mac) or Ctrl+G (Windows). Describe to Gaia what you need help with, or ask "What can you do?" to learn more about its capabilities.

Here are a few areas where Gaia can help manage and improve your workspace:

• AI Agent setup and optimization
• Tickets and inbox
• Rules and macros
• Knowledge
• Analytics and reports

AI Agent setup and optimization

Use Gaia to identify and make improvements to AI Agent, grounded in your real ticket data. Find gaps in your setup, fix underperforming skills, and build or troubleshoot the actions that connect AI Agent to your other tools.

• "Audit my AI Agent setup and tell me what can be improved."
• "This Returns skill has a low success rate. Help me improve it."
• "We keep getting questions about warranty claims and don't have a skill for it. Can you draft one?"
• "Review my existing guidance and convert what you can into skills."
• "Build an action that looks up a customer's loyalty points from our rewards platform."
• "This action keeps failing. Check the execution logs and tell me what's wrong."

Tickets and inbox

Investigate, search, tag, and organize tickets in your inbox without manually filtering or scanning through them one by one. Useful for triaging a backlog, spotting patterns across your queue, or getting a quick summary before you jump into a conversation.

• "Show me all open tickets tagged 'refund' from the last 7 days."
• "Summarize what's going on in this ticket and what's already been tried."
• "Tag and assign these tickets to the Returns team."

Rules and macros

Build and maintain rules and macros conversationally. New rules are created disabled by default, so you can review the logic with Gaia and confirm it targets the right tickets before you turn it on.

• "Set up a rule that tags and closes spam collab requests."
• "Make a macro for order-cancellation requests."
• "Walk me through what this rule would do before I turn it on."
• "Look through my rules and macros and flag anything that's redundant or unused."

Knowledge

Update your brand's content in Gorgias and manage what AI Agent uses as knowledge to answer customers: guidance, help center articles, content synced from your website and URLs, and custom product information.

• "Draft a help center article explaining our new return policy."
• "Write guidance explaining our loyalty program so AI Agent can answer questions about it."
• "One of my synced website pages isn't showing up in AI Agent's answers. Check the sync status and tell me why."
• "Disable snippets from my website that talk about our seasonal returns policy so AI Agent can't use them anymore."
• "Update the care instructions for our wool sweater line, listed in our custom product information."
• "Audit my knowledge sources and flag anything that's outdated or missing."

Analytics and reports

Ask Gaia plain-language questions about your account's data and get answers grounded in the metrics behind your reports, without digging through a dashboard.

• "What was our average CSAT last week?"
• "How many tickets did we get in the last 7 days, broken down by channel?"
• "Are WISMO tickets trending up this week?"
• "Give me a quick summary of last week's support performance."

What Gaia doesn't do

Gaia is built to help you run day-to-day parts of your helpdesk conversationally — your AI Agent setup, knowledge, tickets, and rules and macros. It doesn't replace your support team.

Regardless of what you ask, Gaia:

• Waits for your approval before making a change, unless you turn on  Auto-run for a conversation.
• Doesn't draft or send replies to customers
• Doesn't access data outside your account

For the following, use the appropriate tool instead:

• Billing and plan changes — go to   Settings > Billing and usage to make changes to your subscription, or contact [email protected].
• Getting support — email [email protected].

Frequently asked questions