Search assist and ask anything input: proactively start conversations with shoppersUpdated 4 hours ago
Who can use this feature?
You can use customer engagement features like search assist and ask anything input to proactively invite shoppers to start a conversation with AI Agent while they’re browsing your website.
These features guide shoppers at key moments, like when they’re searching for a specific product or have an unanswered question about your store.
When a shopper uses search or asks a question through the ask anything prompt, AI Agent responds immediately and opens a chat where the shopper can continue the conversation to find the right product, get answers, or ask for help.
- Requirements
- How search assist and ask anything input work
- Turn on search assist and ask anything input
- Frequently asked questions
Requirements
- You have chat set up on your Shopify store’s website
- You may need to upgrade AI Agent to use shopping assistant skills
How search assist and ask anything input work
Search assist and ask anything input are entry points into a conversation with AI Agent. Both features prompt shoppers to engage in a chat conversation at key moments as they browse your website so that AI Agent can answer questions, guide discovery and support a purchase.
When a shopper engages, AI Agent uses what it knows about your products and brand’s knowledge to assist with their inquiry. AI Agent can make product recommendations and offer discounts (if applicable) based on the shopper’s intent and buying signals. Your selling preferences and handover settings apply to all sales conversations.
Search assist
Search assist proactively invites shoppers to start a conversation after they use the search bar on your Shopify store.
When a shopper enters a question or keyword, AI Agent opens a chat conversation with a message that’s related to what the shopper is looking for. For example, if the shopper is searching for dresses, AI Agent might say — Hi there, I see you’re looking for dresses. Can I help you find something specific?.
Ask anything input
Ask anything input is an open-ended prompt that invites shoppers to ask a question in their own words. The prompt appears next to the chat widget on your store website. It acts as a persistent cue for shoppers so they can get help at any time while they browse.
The default prompt is “Need help?”, but you can customize the placeholder text in your settings.
When a shopper submits a question, AI Agent responds immediately and opens a chat conversation where the shopper can ask follow-up questions and get more help.
Turn on search assist or ask anything input
You can use search assist or ask anything input if you have chat installed on your website and AI Agent enabled on chat.
Once turned on, search assist and ask anything input are immediately active for shoppers who visit your website. You can turn off either feature at any time.
- From the main menu, go to AI Agent, then click Shopping Assistant.
- If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.
- Click the Customer Engagement tab
- Click the toggle to turn on Search assist or Ask anything input.
Customize the ask anything input box
You can update your settings for ask anything input to customize the placeholder text that invites shoppers to start a conversation. You can also change whether the prompt appears for shoppers who visit your store on a mobile device.
- Go to AI Agent from the main menu, then select Shopping Assistant.
- If you have more than one Shopify store connected to Gorgias, use the dropdown menu to select a store.
- Click the Customer Engagement tab.
- Select the settings icon next to Ask anything input.
- Select Hide on mobile to only show ask anything input on desktop devices.
- Enter Placeholder text to change the prompt shoppers see.
Frequently asked questions
How often do shoppers see the ask anything input prompt?
The ask anything prompt appears when a shopper first visits your website. The prompt will display for the same shopper again after a period of time has passed, depending on whether they started a conversation with AI Agent.
- For repeat shoppers who previously started a conversation with AI Agent, the ask anything prompt only displays again after 72 hours.
- For repeat shoppers who do not start a conversation, the prompt displays again after 24 hours.
Do these features work on all pages?
Yes, so long as you have AI Agent enabled on chat, both ask anything input and search assist work on any pages where you have Gorgias chat installed.
Can I use search assist and ask anything at the same time?
Yes, both search assist and ask anything can be turned on at the same time, along with other engagement features like AI FAQs. These features don’t compete — they give shoppers multiple, contextual ways to start a conversation.
