Install chat and enable AI Agent on GorgiasUpdated 3 hours ago

Gorgias chat allows your customers to engage with your support team or AI Agent in real time, from a conversational interface that integrates with your ecommerce website. With AI Agent, your customers can also self-service common support issues, giving your team members more time to focus on more complex support requests.

Requirements

Available on all Helpdesk plans with the AI Agent add-on
The Account Owner and all Admins can configure chat

Note: The chat experience described in this article is currently only available to AI Agent subscribers. If you don’t have an AI Agent subscription, follow the steps in Configure chat for your Gorgias helpdesk to set up chat. We appreciate your patience while we work to unify the chat experience across all plan types.

Installing Gorgias chat

Every chat conversation with your customers creates a ticket in your helpdesk, which allows your support team to interact with your customers and resolve their requests. When you connect AI Agent to a chat integration, it can answer common product questions and resolve requests, working alongside your human agents to tackle the support requests in your helpdesk.

You can set up multiple chat integrations to apply specific customizations for all your support needs — like if you manage multiple stores, or if you’d like different chat settings for different time zones.

Step 1: Set up the basics

When creating a new chat integration, you’ll give it a name, set a default language and location, and connect the store where the chat widget should appear.

The default language setting determines which languages your chat can display to shoppers on your store or website. If a shopper’s browser language matches one of your configured languages, the chat widget will be in the browser language. If the browser language can’t be detected or isn’t one of your configured options, the chat widget will be in the language you selected as the default.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the sidebar, locate Channels, then select Chat.
Click + New chat in the top-right corner.
Under Chat title, give your chat a name.
Click the drop-down menu under Default language, then select a language. To make chat available in additional languages, click + Add language.
Under Choose where you’ll install your chat, select Ecommerce platforms, then select your Shopify store from the Connect a store dropdown menu.
Under Choose how to connect with customers, select either Allow live chat messages to enable real-time chat messaging, or Allow only offline capture messages if customers should only be able to open an asynchronous email ticket from the chat widget.
Click Continue.

Step 2: Brand look and feel

Once you’ve created the integration, you can change the appearance of the chat widget to match your brand’s look and feel.

Click the color swatch to select a Brand color. If you don’t see a color you like, enter a hex code to apply a custom color.
Click + Add logo to upload your brand logo.
Select where you’d like the chat widget to appear on the page from the dropdown menus under Chat launcher position.
Click Continue.

Step 3: Enable order management

With an AI Agent subscription, you can enable the order management feature without leaving the chat setup. When order management is enabled, your customers can check their order status, tracking number, and shipping information without a human’s help.

By default, order management is set to ON. If you’d like to disable order management, click the toggle to turn it off.
Click Continue.

Step 4: Install and launch

To make chat available to your customers, install it on your Shopify store or website. Once installed, Gorgias will display either Installed or Not Installed next to the widget at Settings > Channels > Chat. The installation status is based on recent web traffic, so if there haven't been visitors to the pages where the widget is installed in the past 72 hours, you might see Not installed even though the widget is available. To update the status and confirm installation, visit a page on your store or website where the chat widget is installed and reload the page.

Note: If your store or website uses strict content security policies, you may need to add domains to your allowlist to ensure the chat widget is visible and operable.

Quick install

Select Quick install with Shopify to automatically add the chat widget to every page on your store.

Under Installation method, select Quick install with Shopify.
Click Install.
Done! You can end your setup here, or click See Chat Settings, to manage your chat settings. If you’d like AI Agent to handle chat requests, proceed to Step 5: Set up AI Agent.

Tip: Once you’ve completed the quick install, you can specify which pages the widget appears on from your chat settings. Select the Installation tab, click the pencil icon under Quick Installation for Shopify, then select Hide on specific pages.

Manual install

Choose Install manually to add the chat widget to specific pages on your Shopify store, Shopify Headless stores, your website, or via Google Tag Manager

Under Installation method, select Install manually.
Click Install Manually.
Click See Instructions.
Under Installation Method, select Manual installation to expand the section.
Select your website type — either Shopify Website, Any Other Website, or Google Tag Manager.
Follow the instructions provided.
Visit your store or website, reload the page to verify that the chat widget appears, then return to Gorgias to manage your chat settings.

Note: If you’re embedding chat with iOS webview, be sure to add about:srcdoc to your webview’s originWhitelist.

Step 5: Deploy AI Agent

Before you can deploy AI Agent on chat, be sure to set up AI Agent to give it access to your Shopify data, and add your brand’s content to its knowledge.

Once AI Agent is trained and tested, you can deploy it on chat so it can answer support inquiries and proactively engage shoppers with features like AI FAQs, search assist, and a customizable ask anything input.

From your helpdesk, click the AI Agent icon in the main menu. If you have more than one store connected to Gorgias, click the dropdown menu to select a store.
In the menu, locate Deploy, then select Chat.
Click the toggle next to Enable AI Agent on Chat to on, then select a chat from the dropdown menu.
Set your handover preferences, then click Save Changes.

Manage chat settings

Once you've installed chat on your store or website, you can adjust the following features in the chat settings:

Choose when shoppers can initiate a chat conversation with your support team.
Require automated interactions to deflect support tickets, then enable automated support processes with Flows and Order Management.
Adjust your visibility options to manage when the chat widget appears on your store or website.
Enable email capture to require shoppers to provide their email address to initiate a chat, growing your email marketing list and helping you send follow up messages if the chat disconnects.
Let your shoppers know how long they’ll be waiting in the queue by enabling auto-reply with wait time, and use dynamic wait time to provide them with a custom estimate.
Display a custom privacy policy disclaimer in the chat widget.
Select an email address from the dropdown menu to connect an email to the chat integration and automatically send shoppers conversation transcripts, offline capture confirmation emails, and satisfaction surveys when the chat ends. If you don’t see the address you’re looking for, connect it either by setting up a direct email integration (Basic and Pro plans), or automatic email forwarding (Advanced and Enterprise plans).
Customize the chat widget for each language you’ve applied.
Adjust the appearance of the chat widget, to match it to your brand’s look and feel.
On Shopify stores, you can also add Chat to your Checkout and Thank You pages.
Use the chat widget to drive conversions by setting up campaigns and AI Agent’s shopping assistant features.

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