Manage existing content for AI AgentUpdated 10 days ago

Keeping your brand’s content accurate and up to date is essential to provide excellent customer support, and to increase AI Agent’s accuracy and coverage.

This article explains how to manage your content in Gorgias so that your team, your customers and AI Agent can always find the right answers. 

• Search, filter and find content
• Enable and disable content
• Duplicate guidance
• Keep content as a draft
• Update synced content
• Delete content
• Take bulk actions to update content

Search, filter and find content

From Knowledge, you can search for and filter your content including guidance and help center articles, and snippets from your store website, URLs and documents.

Use the search bar at the top of the page to enter keywords, and filter results by content type.

1. From the main menu, go to AI Agent, then click Knowledge.
2. Enter a keyword in the search bar.
3. Select a content type at the top of the page, or click Add filter to further narrow your results.

You can use the following filters refine your search:

Enable and disable content

You can enable or disable content to control which information AI Agent uses to generate responses for customers.

Select any content from the list on the Knowledge page to open its details, then click the In use by AI Agent toggle to enable or disable it. You can also enable or disable multiple pieces of content at once.

Make changes to articles or guidance

If you need to make changes to existing help center articles or guidance, you can update them directly from Knowledge.

1. From the main menu go to AI Agent, then click Knowledge.
2. Select the article or guidance you want to update, then click  Edit.
3. Click Publish. A textbox will appear where you can enter an optional summary of the changes you made (for example, updated return window from 15 to 30 days).
4. Click Publish again to finish.

Keep content as a draft

If you have a published help center article or guidance that you want to edit without making your changes live, you can create a new draft version.

Any changes you make to an existing help center article or guidance (no matter how big or small) are automatically saved as a draft that you can publish immediately or come back to later. The published version of your article remains unchanged until you publish and replace it with your draft.

AI Agent does not use drafts in real customer conversations, but you can test drafted content with AI Agent before publishing it.

1. From the main menu, go to AI Agent, then click Knowledge.
2. Select a published article or guidance, then click  Edit.
3. Edit the content of the article or guidance to create a new draft.

Restore an article or guidance to a previous version

From Knowledge, you can use  version history to see what changes have been made to an article or guidance, and restore it back to a previous version.

When you restore a previous version of an article or guidance, a new draft is created so you can make edits before publishing. Your published, live version is safe until you choose to publish your changes.

Update synced content

If information from your store website or a URL has changed, you’ll need to re-sync it so that AI Agent has access to the most recent version of these sources.

1. From the main menu, go to AI Agent > Knowledge.
2. Select your store website or a URL from the list of content.
3. Click Sync store website or Sync URL in the top-right corner to re-sync the content.

Learn more about managing synced content.

Duplicate guidance

If you want to re-use or modify existing guidance, you can duplicate it rather than create a new one from scratch. This is especially useful if you want to copy content to another Shopify store where AI Agent is active.

1. From the main menu go to AI Agent, then click Knowledge.
2. Select the checkbox next to one or more guidance.
3. Click Duplicate. If you have more than one store connected to Gorgias, select the store that you want the duplicated guidance to belong to.
4. Click Apply to finish.

Delete content

To remove content from your Knowledge, you can delete it. Once content is deleted, it cannot be restored.

• If the content was enabled for AI Agent, then AI Agent will no longer use it in future conversations with customers.
• If you delete a published help center article or guidance, any unpublished drafts will be deleted as well.
• If you no longer want AI Agent to use a specific snippet generated from your store website, a document or URL, you can disable the snippet instead. Deleting a document or URL removes all its snippets from Knowledge (your store website cannot be deleted).

To delete content:

1. From the main menu, go to AI Agent, then click Knowledge.
2. Select the checkbox next to one or more items that you want to delete.
3. Click  Trash in the top-right corner.
4. Click Delete to confirm.

Update content in bulk

You can take bulk actions to update multiple pieces of content at once, including deleting, duplicating, and enabling or disabling content for AI Agent.

1. From the main menu, go to AI Agent, then click Knowledge.
2. Select the checkbox next to each piece of content that you want to update.
3. Choose from the actions at the top of the page, including: Delete, Duplicate and Enable or Disable for AI Agent.

Some bulk actions can only be applied to certain content types. If you select a mixture of content types, you may not be able to use a bulk action until you select only the content types that are eligible.

Review the table below for available bulk actions for each content type: