Onboard AI Agent with knowledge sources

Knowledge is essential for AI Agent to respond confidently to questions and fully resolve shoppers’ inquiries on your behalf.

Like a new employee, you can onboard AI Agent with knowledge about your products, your brand voice, processes, FAQs and store policies. You can connect AI Agent to your Help Center, public webpages, and external documents like PDFs, powerpoints and spreadsheets.

As AI Agent begins to respond to tickets, you can give it feedback on the knowledge sources it uses. You can also use the Optimize page to identify opportunities to create new knowledge and increase the AI’s ability to address your shoppers’ most common issues.

Requirements

You must have an active Automate subscription
You must have Lead or Admin permissions to set up AI Agent

Connect AI Agent to a Help Center

Knowledge from your Help Center equips AI Agent with a detailed body of content specific to your brand, including FAQs, store policies and product info. Like your human agents, an accurate and up-to-date Help Center allows the AI to manage customer inquiries effectively.

The Help Center that you connect to AI Agent does not need to be published publicly. So long as the articles in your Help Center are published and set to public, AI Agent can access and learn from the content.

Go to AI Agent from the main menu
Select your store from the sidebar, then select Knowledge
Open the dropdown menu and select a Help Center
Select Save Changes to finish

Your settings in Gorgias for AI Agent knowledge sources, with a connected Help Center (“poke-store”) and an option to add public URLs or external documents.

Don’t have a Help Center yet? Use our Help Center Templates and AI article generation to get started. Or you can have our team build a Help Center for you.

Connect AI Agent to a public webpage

You can give AI Agent up to 10 public webpages to reference as knowledge. This is particularly helpful if you do not have a dedicated Help Center or keep information like FAQs directly on your website.

Make sure to add the exact page URL that you want AI Agent to access (for example, yourstore.com/faq). AI Agent does not crawl your entire website for information.

Go to AI Agent from the main menu
Select your store from the sidebar, then select Knowledge
Under single page URLs, select + Add URL then enter a valid web address
Select Sync URL to finish

Your settings in Gorgias for managing AI Agent knowledge sources, showing configured public URLs and an uploaded document. Options to sync or remove sources are visible.

Note: when you update a webpage that AI Agent has access to, make sure to return to your configuration settings and select Sync URL. That way AI Agent can read the latest version of the information on the webpage

Upload external documents

If you have information about your products or processes in external documents like PDFs, Word docs or spreadsheets, you can upload these files as knowledge for AI Agent to reference.

Supported file types include pdf, docx, pptx, xlsx (max 50MB). At the moment, the AI cannot read images contained within files.

Go to AI Agent from the main menu
Select Knowledge
Under External documents, select Upload to select a file from your computer
Select Save Changes to finish

Note: be careful not to upload files that contain sensitive business or personal information

Download or delete external files

You can download any files that you’ve uploaded for AI Agent to reference. Select the download icon next to a file to save it to your computer in its original format.
To delete a file that you’ve uploaded, select the X icon next to the file. Deleting a file removes it from AI Agent’s knowledge. It will no longer be used as information in generated responses.