Add your brand's content for AI AgentUpdated 3 days ago

Your brand’s content is essential for AI Agent to respond to and resolve customer inquiries with confidence and accuracy. The more complete and in-depth your content is, the better AI Agent performs.

You can add content from various sources, including your public help center articles, URLs, documents, custom Guidance, and your store’s website — all of which contributes to Knowledge, the information that AI Agent can use to respond to customer conversations.

You'll be able to preview how AI Agent uses your knowledge before going live.

Add new content for AI Agent

You can start adding new content for AI Agent by going to AI Agent > Knowledge from the main menu, then clicking Create content.

From the Knowledge page, you can see and manage all of your content, including which pieces of content are currently enabled and in use by AI Agent.

Learn more about each content type and how to add it to Gorgias:

• Guidance
• Help Center articles
• Store website
• URLs
• Documents

Create Guidance

Guidance allows you to provide AI Agent with custom instructions to ensure it responds to specific shopper requests and scenarios according to your brand’s practices and policies — for example, how to complete order cancellations, returns, update subscriptions, and more.

You can have up to 100 unique Guidance enabled for AI Agent at once.

1. From the main menu, go to AI Agent > Knowledge.
2. Select Create content, then click Guidance.
3. Choose either Custom Guidance to create your own, or select a pre-built template to get started with Guidance for common ecommerce scenarios.
4. A new Guidance draft will open inside the Knowledge page. Enter a descriptive name and instructions for AI Agent to follow.
   • Use {+} Variables to add context to your instructions with Shopify customer and order data
   • Use Actions to instruct AI Agent on when to perform tasks in your connected apps.
5. Click Create when finished.
6. Select the In use by AI Agent toggle to enable your new Guidance.

Learn more about how to write effective Guidance.

Create a new Help Center article

If you’ve already connected a Gorgias Help Center to AI Agent, you can write and publish new Help Center articles from the Knowledge page. Articles created from the Knowledge page will be published in your Help Center, and available for AI Agent to use in its responses to customers.

If you don’t have a Gorgias Help Center yet, you’ll need to create one before you can create articles for AI Agent to use.

1. Select Create content, then click Help Center article.
2. A new draft article will open inside the Knowledge page. Write and format your article in the text editor.
3. Select Publish when finished.
4. Set article visibility to Public to enable the new article for AI Agent.

Learn more about creating and managing help center articles.

Sync your store website

When setting up AI Agent for the first time, content from your store website (like your brand’s story, membership programs, privacy policy, and FAQs) is automatically synced and added to your Knowledge in Gorgias.

Snippets — question and answer pairs — are automatically generated from the synced content. AI Agent can use these snippets to generate responses to product-related questions and inquiries about your store. Information about your products synced from your store website also helps AI Agent to make recommendations.

From the Knowledge page, you can review and turn on or off snippets from your store website to customize the content AI Agent uses in its responses.

1. From the main menu, go to AI Agent > Knowledge.
2. Select Store website to see only snippets from your store website.

If you haven’t already added your store website to Knowledge, click Create content, then select Store website. Once added, your store website should sync automatically.

Sync single-page URLs

You can add multiple single-page URLs to your Knowledge. Single-page URLs are helpful if you don’t have a Gorgias Help Center, or if you want AI Agent to use content from a page other than your store website — for example, a blog post, FAQ page, step-by-step returns guide or additional info about pricing or warranties.

When you sync a URL, only content from the specific webpage is added to your Knowledge. Content from subpages must be synced separately. Embedded on-page media like images, video or PDFs cannot be extracted.

1. From the main menu, go to AI Agent > Knowledge.
2. Select Create content, then click URL.
3. Enter the URL that you want to add, then click Sync.

Upload documents

You can add multiple documents to your Knowledge for AI Agent to use. Supported file types include pdf, docx, pptx, xlsx.

AI Agent uses details from your documents to answer customer’s questions, and to improve its answer quality and coverage. Make sure documents that upload don’t contain personal or sensitive information. Images within your documents can’t be processed.

1. From the main menu, go to AI Agent > Knowledge.
2. Select Create content, then click Document.
3. Click Select file to choose a document from your computer, or drag and drop files into the upload box.
4. Click Upload to finish.

Test your content with AI Agent

You can start a test conversation with AI Agent to preview how it interacts with shoppers, and to confirm that it's using your enabled content as expected.

By testing on the Knowledge page, you can make changes to your content as you review AI Agent’s responses. Continue to test and update content until you’re satisfied with AI Agent’s output.

1. From the main menu, go to AI Agent > Knowledge.
2. Select Test in the top, right-hand corner.
3. Write a message to AI Agent in the text box.
4. Click Send to submit your message and receive a response.

Manage your content for AI Agent

You can find and manage all of your content for AI Agent from the Knowledge page. It’s a good idea to use filters, like Last date updated, to audit your knowledge and make sure it’s up to date. You can also view knowledge by whether it’s In use by AI Agent to see which sources are currently enabled and being used in AI Agent’s responses to shoppers.

Learn more about managing your content.