Manage your product information for AI AgentUpdated 4 days ago

AI Agent uses information about your products to generate relevant, personalized answers and recommendations for shoppers, and to engage in conversations like a true product expert.

You can make sure AI Agent has up-to-date and accurate information about your products by going to the Products page in Gorgias (AI Agent > Products). From here, you can:

• See what information AI Agent has about your products
• Check whether AI Agent can use information about a product in conversations
• Identify product information that you need to update
• Add custom information to your products

See information about your products in Gorgias

AI Agent gets information about your products from three sources: your Shopify catalog (via the Shopify integration), content synced from your store website’s product pages, and custom product information that you add in Gorgias.

With information about your products, AI Agent can: give relevant, accurate information about products to shoppers (“how do I care for this product?”); make product recommendations (You might like the Nimbus 25, our best selling shoe”); and generate suggested product questions to encourage shoppers to start conversations (“Is this machine washable?”).

You can see what information AI Agent has about products from each source on the Product page in Gorgias.

1. From the main menu, go to AI Agent, then click Products.
2. Select a product from the list to see its details or use   Search to find a specific product.
3. Select Shopify app or Store website to see information obtained from either source.

Check whether AI Agent can use product information

AI Agent can access information about any products in your Shopify product catalog or on your store’s website.

There are several conditions that determine whether AI Agent can use information about a product in conversations with shoppers. If AI Agent isn’t mentioning a specific product, make sure that:

• The product’s status is set to active
• The product is published on a sales channel
• The product has at least 1 variant
• You have not blocked AI Agent from mentioning the product

To see whether AI Agent is using information about a product, go to AI Agent > Products, then look for the “in use by AI Agent ” checkmark   next to each product in the list.

Update information about your products

The product information AI Agent pulls from your Shopify catalog and store website is view-only in Gorgias, and can only be edited directly in Shopify. To edit information about a product:

• Go to your Shopify admin to update information about the product, like its title, description, image and details about variants. Changes to your product catalog update automatically in Gorgias.
• Edit information about the product on your store website’s product page. Once updated, re-sync your store website to update the product information available in Gorgias.

Add custom information to products

You can add custom information about a product to give AI Agent extra details and supplement what it already knows from your Shopify catalog and your store’s website.

You might use custom product information to fill any knowledge gaps AI Agent has about a product and to improve the accuracy and completeness of its conversations with shoppers. Custom product information might include:

• Materials or ingredients not listed on the product page
• Whether a product is discontinued or limited edition
• Additional warranty details
• Intended audience (example: “suitable for children 12 and over”)
• Special discounts or seasonal promotions
• Your shipping and return policy

To add custom product information:

1. From the main menu, go to AI Agent, then click Products.
2. Select a product from the list or use   Search to find a specific product.
3. Click Custom product information, then enter additional details about the product.