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.
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 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.
- Go to Settings → My Apps, then select Shopify
- Select a store, then select Update App Permissions
- Sign in to Shopify to confirm updated permissions
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.
Go to Automate
Select your store from the sidebar, then click on AI Agent
In the Configuration tab, open the dropdown menu under Knowledge to select a Help Center
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.
- Go to Automate, then select AI Agent
- Click on the Configuration tab
- Select + Add URL, then enter a valid web address
- Select Sync URL to finish
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.
- Go to Automate
- Select your store from the sidebar, then click on AI Agent
- In the Configuration tab, open the dropdown menu under Email settings to select one or more email addresses
- 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.
Set up AI Agent to respond to Chats (Beta)
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.
- In the Configuration tab, open the dropdown menu under Chat settings
- Select one or more Chats from the list
- Select Save Changes
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.
- 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
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.
- Go to Automate
- Select your store from the sidebar, then click on AI Agent
- 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.
- Go to Automate
- Select your store from the sidebar, then click on AI Agent
- Select Enable AI Agent at the top of the page to 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.
- Select Tickets from the main menu
- Scroll down to find the View for ✨ AI Agent
The shared category for AI Agent contains the following Views:
Ticket View | Description |
All | all tickets that AI Agent has processed |
Processing | tickets that AI Agent is working on right now (it typically handles one ticket per minute) |
Close | tickets closed by AI Agent |
Handover | tickets that AI Agent handed over to your team |
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 | 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. |