Start a chat with GaiaUpdated 3 days ago

Gaia is a conversational AI teammate built into Gorgias. You can chat with Gaia to manage and carry out tasks in your helpdesk, analyze your data, and improve your account setup.

Start a conversation or Gaia and ask "what can you do?" to learn more about how it can help you. But keep in mind, you can only make changes with Gaia that your user's role allows (see user permissions).

In this article:

• Start a conversation with Gaia
  • Choose Gaia's mode
• Let Gaia work
• Review proposed changes
• Manage your chats
  • Rename a chat
  • Delete a chat
  • Copy a conversation link
• Share your chat with a teammate
  • Stop sharing a chat with a teammate
• Frequently asked questions

Start a conversation with Gaia

You can start a conversation with Gaia from anywhere in Gorgias.

1. Open the dropdown menu in the top-left corner, then select Gaia. Alternatively, click Ask Gaia (⌘G or Ctrl+G) at the bottom of the main menu to open a chat on the current page.
2. Ask Gaia a question or describe what you need, then select the   Send button to enter your message.

Some examples to get started:

• "Audit my AI Agent setup and tell me what can be improved."
• "Show me all open tickets tagged 'refund' from the last 7 days."
• "Look up this customer's order history and update their shipping address."
• "Set up a rule that tags and closes spam collab requests."
• "What's our policy on returns for international orders?"

You can also attach images or PDFs to give Gaia additional context. For example, a screenshot of your helpdesk or a PDF of your return policy. Select the  plus icon to attach a file. You can attach up to 5 files per message.

For more inspiration about what Gaia can help with, see Gaia explained.

Choose Gaia's mode

By default Gaia requires your approval before making any changes to your account. If you want Gaia to complete actions independently, you can switch modes either before or during a conversation. The mode you select applies to your next message.

1. Open an existing conversation with Gaia or select   New chat.
2. Below the message textbox, open the dropdown menu and select either  Ask first or  Auto-run
   • Ask first — Gaia checks with you before it acts. This is the default.
   • Auto-run — Gaia completes actions without asking.

Let Gaia work

Gaia may ask a clarifying question before it begins, so it can act on accurate information instead of guessing. If the question includes a numbered list of options, select one or press the matching number key (1–9). You can also type your own answer if none of the options fit.

Once it has what it needs, Gaia works on your request. This usually takes a minute or two.

You don't need to stay on the page. The conversation is saved automatically and you can return to it at any time.

Review proposed changes

When  Ask first mode is selected for your conversation, Gaia presents its findings and proposes specific changes before making any updates to your account.

• Select Approve to apply the change.
• Select Preview to see the change before deciding.
• Select Reject to discard it.

If you aren't happy with Gaia's suggestion, reject the change and explain what needs improvement. Gaia will revise and propose a new version.

After working through Gaia's proposed changes, the conversation stays open. Ask follow-up questions or request additional changes at any time.

Manage your chats

All of your chats with Gaia are saved automatically. To access your chat history, go to Gaia from the main menu.

Alternatively, select Ask Gaia from any page (⌘G or Ctrl+G), then select the chat name   at the top of the conversation panel to find your previous chats and manage them.

Rename a chat

Give a conversation a custom name to make it easier to find later.

1. Select Ask Gaia from the main menu.
2. Click the chat name   at the top of the conversation panel.
3. Click the  three dots next to the chat you want to rename, then select Rename.

Delete a chat

You can delete a conversation to remove it from your history. Deleted conversations can't be recovered.

1. Select Ask Gaia from the main menu.
2. Click the chat name   at the top of the conversation panel.
3. Click the  three dots next to the chat you want to delete, then select Delete.

Copy a conversation link

If you need to report a problem with a specific conversation, share its link with Gorgias's support team.

1. Select Ask Gaia from the main menu.
2. Click the chat name   at the top of the conversation panel.
3. Click the  three dots next to a chat, then select Copy conversation link.

Share your chat with a teammate

You can share a read-only view of a chat with a teammate so they can see what you asked and what changes Gaia made to your workspace.

To view the chat link, your teammate needs to be a user within the same Gorgias workspace.

1. While viewing the chat you want to share, click  Share at the top of the conversation.
2. Click Create link, then click Copy link to copy the link to your clipboard.
3. Share the link with a teammate.

Stop sharing a chat with a teammate

If you no longer want a teammate to view your conversation with Gaia, you can stop sharing it at any time. Anyone with the link will lose access to the chat immediately.

1. Open a chat that you've previously shared with a teammate
2. Click  Share at the top of the conversation
3. Select Stop sharing.

Frequently asked questions