Set up and go live with AI Agent

This article covers the basics of how to set up AI Agent and start automating repetitive support and sales inquiries.

Using a plug-and-play setup, you can onboard AI Agent with knowledge about your store, products and policies. You can customize its behavior to reflect your brand’s preferences, and connect AI Agent to the channels where you interact with shoppers.

Watch this short video overview and follow the steps below to get started.

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Requirements

You must have an active Automate subscription
You must have a Shopify store connected to Gorgias
You must have Lead or Admin permissions to set up AI Agent

Allow AI Agent to use data from Shopify

AI Agent uses data from Shopify to provide personalized assistance to shoppers. For example, the AI can directly answer questions about a shopper’s recent order. Or, if you have Sales enabled for AI Agent, the AI can make tailored product recommendations and guide shoppers who are browsing your store to a purchase.

To get the most out of AI Agent, start by giving Gorgias permission to use this data from your store. You must have an Admin role in Shopify to complete this task.

Go to Settings > My Apps, then select Shopify
Select a store, then select Update App Permissions
Sign in to Shopify to confirm updated permissions

Opening the app settings for your Shopify connection in Gorgias to select the the Update Permissions button

Note: when responding to questions from shoppers, AI Agent will only access order data from the last 5 orders created in the last 120 days.

Onboard AI Agent with knowledge

Giving AI Agent knowledge about your product, your brand, FAQs and store policies allows it to learn and answer shoppers’ questions.

You can connect AI Agent to knowledge from your Help Center, public webpages or external documents that you upload from your computer. AI Agent needs at least one knowledge source before you can enable it.

Learn more about onboarding AI Agent with knowledge sources.

Go to AI Agent from the main menu
Select your store from the sidebar, then select Knowledge
Connect AI Agent to at least one knowledge source

Your settings in Gorgias for AI Agent’s knowledge sources, allowing integration with a Help Center, public URLs, and external documents. The interface includes options to sync URLs, upload files, and manage knowledge sources. The “Knowledge” section is highlighted in the left navigation menu.

Optional customization for AI Agent

You can fine-tune AI Agent’s behavior to match your brand’s preferred ways of interacting with shoppers. Use AI Agent’s settings to change its tone of voice, create an email signature, or instruct the AI on how to tag tickets. Create Guidance to give AI Agent custom instructions.

Change AI Agent’s tone of voice to match your brand
Give AI Agent Guidance for how to handle specific topics and situations
Give AI Agent instructions for when to handover tickets to your human team
Ask AI Agent to automatically tag tickets
Give AI Agent access to Macros
Customize AI Agent’s persuasion and discount settings (AI Agent for Sales only)

Test how AI Agent responds to questions

Before going live, consider using the test environment to see how AI Agent responds, and make sure it acts in the way you’d expect for your brand. You can test AI Agent on both Email and Chat channels.

Use the test environment to address any gaps in AI Agent’s knowledge and refine your settings. Your tests do not affect any reporting, send real messages to customers or make changes in connected apps.

Go to AI Agent from the main menu Automate
Select your store from the sidebar, then click on Test AI Agent
Select Email or Chat to toggle between different channels Select the Test tab

Connect your channels and go live with AI Agent

To go live with AI Agent, connect it to the Email and Chat channels where you want it to respond to shoppers.

You can enable AI Agent on either channel, but you must enable Chat to use AI Agent for Sales.

Enable AI Agent on Email

When you connect AI Agent to an email address, it monitors the connected inbox for tickets and responds to shoppers from the same email address. We recommend that you connect one email address for AI Agent per store (if you have multiple Shopify stores connected to Gorgias).

The AI also responds to email tickets that shoppers submit from Contact Forms, Order Management and Flows.

Go to AI Agent from the main menu
Select Settings > Channels
Under Email Settings, select one or more email addresses to connect to AI Agent
- Enter a unique Email signature for AI Agent (max 250 characters)
- Learn more about setting up an email signature
Select Enable AI Agent on Email to go live on this channel
Select Save Changes to finish

Your settings in Gorgias for configuring AI Agent email channels. Options allow enabling AI responses for email, selecting an email address and adding a email signature. The “Channels” tab is highlighted.

Enable AI Agent on Chat (Beta)

Beta feature: please note that AI Agent on Chat is currently in Open Beta, available to all Automate subscribers. The feature is subject to change as we work to make improvements based on your usage and feedback.

You can connect AI Agent to one or more Chats. You can have Chats installed on your store’s website, Help Center, and Shopify checkout page.

You must enable Chat if you want to use AI Agent for Sales.

Go to AI Agent from the main menu
Select Settings > Channels
Under Chat Settings, select one or more Chats to connect to AI Agent
Select Enable AI Agent on Chat to go live on this channel
Select Save Changes to finish

Monitor your AI Agent ticket View

When you start to use AI Agent, a new set of shared default ticket Views becomes available so that you and your team can monitor the conversations AI Agent is handling in your inbox.

It’s important to regularly monitor and give AI Agent feedback on the tickets that it handles. Use this as an opportunity to add or update Help Center articles, adjust your Guidance or change handover instructions.

Select Tickets from the main menu
Scroll down to find the section of Views for ✨ AI Agent

Opening the AI Agent ticket View to in your helpdesk's sidebar to monitor how tickets are being handled

Here’s a breakdown of the default Views for AI Agent:

Ticket View	Tag	Description
All	--	all tickets that AI Agent has processed
Processing	`ai_processing`	tickets that AI Agent is working on right now (it typically handles one ticket per minute)
Close	`ai_close`	tickets closed by AI Agent
Handover	`ai_handover`	tickets that AI Agent handed over to your team
Ignore	`ai_ignore`	tickets ignored by AI Agent Note: you will only see the Ignore View if you decide to use the Prevent AI Agent from answering Rule template available in Gorgias. You must agree to create this View when the Rule is first added.
Snooze	`ai_snooze`	tickets where AI Agent is waiting for additional information. AI Agent tags these tickets with ai_snooze and then snoozes for 3 days. If there is no customer response after 3 days of inactivity, AI Agent will close the ticket and send your CSAT survey.

Set up and go live with AI AgentUpdated 24 days ago