Intro to AI Agent for Sales (beta)Updated a month ago

AI Agent for Sales is an autonomous, personal shopping assistant that helps shoppers find and buy products on your Shopify store. When Sales is enabled, AI Agent provides proactive, personalized recommendations and discounts through Gorgias Chat to improve your shoppers’ experience and convert browsers into buyers.

Requirements

• You must have an active Automate subscription
• You must have a Shopify store connected to Gorgias
  
  
  • AI Agent is not supported on BigCommerce, Magento or WooCommerce stores

Available channels

• Chat→ connect AI Agent for Sales to one or more Chats
  
  
  • You can install Chat on any page of your website, including the Shopify checkout and thank you pages.

How AI Agent sells to shoppers

Like a sales associate in a physical store, AI Agent for Sales observes shoppers who visit your website to understand their needs and inform its approach to selling.

When a shopper interacts with Chat on your website, the AI considers multiple factors to intelligently adapt the conversation and address their inquiry: 1) the shopper’s browsing activity, 2) the shopper’s buying intent and 3) your brand’s selling preferences.

Using these inputs, the AI can then make real-time decisions about selling: when to ask shoppers clarifying questions, when to share product details and comparisons, and when to make tailored recommendations or offer discounts.

• The shopper’s browsing activity → what is the shopper doing on your store’s website?
  
  
  • AI Agent observes activities like pages viewed, purchase history, cart status and previous cart abandonment to understand the shopper’s preferences and journey (context awareness)
  • It uses these signals to carry out natural, human-like conversations, remember previous interactions, and avoid asking redundant questions
• Shopper interest and intent → what is the shopper’s current stage in the buying journey?
  
  
  • Based on their browsing activity, AI Agent identifies the shopper’s level of interest and buying intent (Discovery, Interested or Ready to buy)
  • Is the shopper just looking around, interested in specific products, or about to make a purchase?
  • The AI uses buyer intent as a factor to decide how best to provide guidance, and when it's appropriate to make recommendations or offer discounts
• Your brand’s selling preferences → how does your brand approach selling?
  
  
  • You control how AI Sales Agent approaches conversations with shoppers (Educational, Balanced or Assertive). Learn more about persuasion settings.
  • Does your brand prefer to educate and offer assistance without pressure? Or do you prioritize sales by using urgency and strong calls-to-action?
  • How often do you offer discounts (no discount, minimal, balanced, or maximum ) and by how much? Learn more about discount settings.

Train AI Agent with sales knowledge

To get AI Agent ready to sell, you provide it with relevant information about your products and how your brand handles sales conversations with shoppers.

• Your product catalogue → AI Sales Agent has access to your store’s product catalogue through Shopify. Keep descriptions up to date so it can answer product-specific questions.
• Your policies and FAQs → onboard AI Sales Agent with info from your help center, website or external files. Think about pricing, sizing guides, warranty info, and so on.
• Your sales playbook → just like a human sales associate, use Guidance to teach AI Agent about situational best practices, objection handling, and how to approach common sales topics.
  
  
  • If your team uses Macros to respond to sales questions on email, give AI Agent access to the same info

Product recommendations and discounts

AI Agent can make product recommendations and offer dynamic discounts directly in Chat. These actions are situational, based on the shopper’s buying intent and your persuasion and discount settings.

For example, if AI Agent observes that a shopper is just browsing (Discovery stage), it will prioritize answering questions and sharing information over suggesting products, especially if your persuasion setting is Educational.

• When AI Agent does make a product recommendation, it shares a Shopify product card in the Chat conversation
  
  
  • Shoppers can select the product card to go to the product page or add the item directly to cart.
• When AI Agent offers a discount, it creates a new unique discount code in your Shopify admin, limited to a single use. The value of the discount is based on your maximum discount percentage. Learn more about discount settings.

Monitor sales conversations in one place

You’ll find any sales conversations that AI Agent has with shoppers appear as tickets in your inbox — just look under the AI Agent section in your ticket View.

If you’ve also enabled Support for AI Agent, you can create new views for AI Agent that filter for conversations in Chat.

It’s important to regularly monitor and give AI Agent feedback on the tickets that it handles. Use this as an opportunity to add or update Help Center articles, adjust your Guidance or change handover instructions.

1. Select Tickets from the main menu
2. Scroll down to find the section of Views for ✨ AI Agent

Prepare AI Agent for selling

• Add Chat on your store’s website
• Onboard AI Agent with sales-specific knowledge
• Review our best practices to optimize AI Agent for selling
• Enable Sales skills for AI Agent Chat

Enable Sales skills for AI Agent

You can enable AI Agent’s Sales skills for each Shopify store connected to Gorgias.

In order to enable Sales, you must have Support enabled for AI Agent first. You must have Chat enabled as a channel for AI Agent and a Chat integration already selected.

1. Go to AI Agent from the main menu
2. Select the Overview page
3. At the top of the page, select Manage
4. Use the toggle to switch Sales to On