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Set up and go live with AI AgentUpdated 2 months ago

This article covers how to set up AI Agent to start automating common and repetitive tickets that your online store receives from shoppers. You can onboard AI Agent with a series of plug-and-play tasks to give it access to your Shopify order data, as well as knowledge about your products and store policies.

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

A video that introduces you to setting up AI Agent for your brand
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Requirements

Allow AI Agent to use data from Shopify

AI Agent uses data from Shopify to answer and resolve order-related questions from your customers. 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.

  1. Go to SettingsMy Apps, then select Shopify
  2. Select a store, then select Update App Permissions
  3. 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 about your brand

Connecting AI Agent to knowledge from your Help Center and website allows it to learn and answer questions about your brand, your products, store policies and FAQs.

Connect AI Agent to a Help Center

Make sure to select the Help Center that corresponds with the store where you want to use AI Agent.

The Help Center 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 and can access and learn from them.

  1. Go to Automate

  2. Select your store from the sidebar, then click on AI Agent

  3. In the Configuration tab, open the dropdown menu under Knowledge to select a Help Center


In the configuration settings for AI Agent, opening the dropdown menu to select a Help Center as knowledge source

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 also give AI Agent access to information from up to 10 specific public webpages. This is particularly helpful if you don’t have a dedicated Help Center, or some of your product and policy knowledge lives on your website (like an FAQ page, for example).

Make sure to add the exact page URL that you want AI Agent to access. AI Agent reads information from individual pages. It does not crawl for information from an entire website.

  1. Go to Automate, then select AI Agent
  2. Click on the Configuration tab
  3. Select + Add URL, then enter a valid web address
  4. Select Sync URL to finish

In the configuration settings for AI Agent, entering webpage URLs as a new knowledge source

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 


Set up AI Agent to respond to emails

Connecting AI Agent to an email address allows it to respond to questions that shoppers send to your inbox — typically your inbound support email. 

Use AI Agent’s Email settings to decide which email address(es) it monitors for tickets, and responds to customers from. We recommend that you use one email address for AI Agent per store.

  1. Go to Automate
  2. Select your store from the sidebar, then click on AI Agent
  3. In the Configuration tab, open the dropdown menu under Email settings to select one or more email addresses
  4. Enter a unique Email signature for AI Agent (max 250 characters)
    • You do not need to include greetings like "best regards"; it will already be included in the signature for you. 

In the configuration settings for AI Agent, opening the dropdown menu select an email address to monitor for tickets

Note: to comply with all applicable laws, we recommend using your email signature to indicate that the message your customers receive has been created with AI. Some laws, such as the California Bolstering Online Transparency Act, prohibit misleading consumers about the use of automated artificial identities.


Set up AI Agent to respond to Chats (Beta)

Beta feature: please note that AI Agent on Chat is currently only available to a limited group of Automate subscribers as part of a Closed Beta program. Stay tuned for updates.


Connecting AI Agent to a Chat allows it to respond to shoppers who ask questions in a Chat widget — whether you have Chat installed on your store, Help Center or website.

Use AI Agent’s Chat settings to decide which Chat(s) it should monitor for new tickets. Learn more about how AI Agent works with Chat.

  1. In the Configuration tab, open the dropdown menu under Chat settings
  2. Select one or more Chats from the list
  3. Select Save Changes

In the configuration settings for AI Agent, opening the dropdown menu select a Chat to monitor for tickets

Optional customization for AI Agent

In addition to AI Agent’s primary sources of knowledge (Shopify data, Help Center and public webpages), you can customize AI Agent to behave according to your brand’s unique needs and ways to working.

Test how AI Agent responds to questions

Before going live, consider using the test environment to evaluate AI Agent’s responses, and make sure it acts in the way you’d expect for your brand.

The test environment is a controlled space where you can simulate real interactions — including asking questions about orders and imitating Actions — to build trust with AI Agent, refine your settings, and address any gaps in AI Agent’s knowledge.

  1. Go to Automate
  2. Select your store from the sidebar, then click on AI Agent
  3. Select the Test tab

Enable AI Agent and go live

When you’re ready, use the Enable AI Agent toggle to turn on AI Agent. AI Agent will automatically start to respond to tickets on the channels you set up — either Chat and/or Email — whenever it has a high confidence in an answer. Otherwise, it will ask for more information from the customer or handover tickets to your human team.

  1. Go to Automate
  2. Select your store from the sidebar, then click on AI Agent
  3. Select Enable AI Agent at the top of the page to go live

In your AI Agent settings, selecting the "Enable AI Agent" toggle at the top of the page to turn on AI Agent and go live

Monitor your AI Agent ticket View

When you start to use AI Agent, a new set of shared ticket Views becomes available so that you 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.

  1. Select Tickets from the main menu
  2. Scroll down to find the View for ✨ AI Agent

In the sidebar of Gorgias, the ticket Views that you can use to see how AI Agent is handling tickets

The shared category for AI Agent contains the following Views:

Ticket ViewDescription
Allall tickets that AI Agent has processed
Processingtickets that AI Agent is working on right now (it typically handles one ticket per minute)
Closetickets closed by AI Agent
Handovertickets that AI Agent handed over to your team
Ignoretickets 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.
Snoozetickets 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.
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