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Set up and go live with AI AgentUpdated 11 days ago

This article covers how to set up AI Agent to start answering customer emails for your store. 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.


  • You must have an active Automate subscription
  • You must have a Shopify store connected to Gorgias

    • AI Agent is currently not supported with BigCommerce, Magento or WooCommerce stores
  • 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 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

Connect AI Agent to a Help Center

AI Agent learns from your store’s Help Center to answer questions about your brand, your policies, product knowledge and FAQs. 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 SettingsAutomate

  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 AI Agent’s Configuration tab
  2. Select + Add URL, then enter a valid webpage address
  3. 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 

AI Agent email settings

AI Agent works by responding to tickets that customers send to an email address. Typically this is 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 SettingsAutomate
  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 signaturefor AI Agent
    • You might use this signature to give AI Agent a human-like name. You may also disclose to customers that the message they receive is created by AI.

In the configuration settings for AI Agent, opening the dropdown menu select an email address 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 AI Agent’s responses

Before you go live, you can use the test feature to see how AI Agent would respond to inquiries from real customers. Some examples of things you might test include:

  • does AI Agent use the right Help Center articles?
  • does AI Agent follow the correct Guidance and excluded topics?
  • does AI Agent use the correct tone of voice?
  • does the answer AI Agent provided make sense? If not, check that its knowledge sources, like Help Center articles and Guidance, are up to date.

To test how AI Agent responds to questions, follow these steps:

  1. Go to SettingsAutomate
  2. Select your store from the sidebar, then click on AI Agent
  3. Select the Test tab
  4. Use the dropdown menu to choose who AI Agent is responding to
    • Existing customer: use this option to select the email address of a customer who has previously interacted with your store and may have prior order information
    • New customer: who this test an inquiry from customer who has no prior order information
  5. Enter a question into the text box, then select Submit to get a response from AI Agent
    In the test playground for AI Agent, entering a question to verify that AI Agent responds with the correct information
  6. Review the response from AI Agent
    • With each response, AI Agent includes an internal note that explains why it provided an answer and the source of knowledge that it used
    • Didn’t get the response you expected? Use the response from AI Agent to identify gaps or improvements in the sources of knowledge that it used (for example, create a new Help Center to address a topic).
    • Use the How did it do? survey to **provide feedback and help AI Agent learn

In the test playground for AI Agent, using the

Enable AI Agent and go live

When you’re ready, return to the Configuration page to turn on AI Agent. AI Agent will automatically start to respond to tickets where 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 SettingsAutomate
  2. Select your store from the sidebar, then click on AI Agent
  3. In the Configuration tab, select Enable AI Agent for email

In the configuration settings for AI Agent, selecting the "Enable AI Agent for email" toggle to turn on AI Agent and go live

Monitor your AI Agent ticket View

Once you turn on AI Agent, a new set of shared ticket Views is automatically created 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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