Sync and manage content from your store website and URLsUpdated an hour ago

Who can use this feature?

Owner, Admin and Lead roles

All plans with the AI Agent add-on

Can be used with Shopify stores

AI Agent is only as helpful as the information it has access to. That’s why you can sync content directly from trusted sources like your store website and additional single-page URLs (like blog posts or FAQs) to your knowledge in Gorgias.

Learn more in this article about:

Syncing content your from store website

When you set up AI Agent for the first time, Gorgias automatically syncs your store website (https://yourbrand.myshopify.com) to extract key information about your brand. This includes details like your brand’s story or mission, your value propositions, members programs, shipping and returns, and privacy policy.

Information extracted from your website is turned into questions and answer pairs — called snippets — that AI Agent can use to confidently respond to customers. You cannot edit snippets, but you can update and resync your store website to regenerate them.

To find and manage snippets from your website:

From the main menu, go to AI Agent, then click Knowledge.
Select Store website to see only snippets from your website.

If your store website has not yet been synced, click Create content, then select Store website to add it to your Knowledge in Gorgias.

Syncing content from single-page URLs

You can also sync additional single-page URLs from any public website to your knowledge in Gorgias.

Single-page URLs (like blog.yourbrand.com/page1) fill in the gaps of your knowledge with content from pages that might be separate from your store website, but still contain useful information AI Agent can use to respond to customers — like a blog post, an FAQ page, a step-by-step returns guide, additional product specs, or a page about pricing and warranties.

When you sync a single-page URL, only content from the specific webpage is added to your Knowledge. Content from subpages must be synced separately. Embedded on-page media like images, video or PDFs cannot be extracted.

From the main menu, go to AI Agent, then click Knowledge.
Select Create content, then click URL.
Enter the URL that you want to add, then click Sync.

Managing synced content

Syncing status

Once you start a sync of your store website or a single-page URL, you’ll see a status message at the top of the Knowledge page to show that syncing is in progress. You can navigate away from the page while syncing is underway.

Once the sync is complete, you’ll receive a notification in Gorgias to go review your newly generated content.

A status banner at the top of the Knowledge page in your Gorgias' AI Agent settings. The banner shows that a website sync is currently in progress.

Re-sync content

If you update your store website or a previously synced single-page URL, you’ll need to re-sync so AI Agent has access to the latest information from these sources.

From the main menu, go to AI Agent, then click Knowledge.
Select your store website or a URL from the list of content.
Click Sync store website or Sync URL in the top-right corner to start re-syncing web content.

Warning: Re-syncing replaces all previously generated snippets from your store website or single-page URL. You may need to review newly generated snippets to ensure accuracy, and enable or disable snippets for AI Agent.

Enable or disable snippets from synced content

To control which information AI Agent uses to generate responses, you can enable or disable individual snippets from your store website or single-page URL.

From the main menu, go to AI Agent, then click Knowledge.
Click Store website or URLs at the top of the page to see snippets from one of these web sources.
Select the checkbox next to one or more snippets, then select Enable for AI Agent or Disable for AI Agent to change whether AI Agent can use it.

Delete synced content

You can delete a single-page URL to remove synced content from your Knowledge. Once you delete a URL, all snippets generated from the webpage are removed and cannot be restored.

Your store website cannot be deleted as a content source. To prevent AI Agent from using synced content from your store website, disable snippets instead.

To delete synced content from a URL:

From the main menu, go to AI Agent, then click Knowledge.
Click on the URL you went to delete from your list of content.
Click the trash icon in the top right-hand corner.
Click Delete to confirm.

Troubleshooting syncing issues

If content from your store website or URL isn’t syncing as expected, use the sections below to identify the issue and understand what to do next.

The page can’t be synced

You can only sync content from publicly accessible webpages.

Check the following:

The page is live and can be viewed without logging in.
The page is indexed or accessible to search engines.
The page isn’t blocked by anti-bot, firewall, or crawler protection tools.

If the page is private, behind a login, or blocked from crawling, AI Agent won’t be able to extract its content.

Syncing is still in progress

If you don’t see any snippets after starting a sync, it may not be finished yet.

What to know:

Sync status appears at the top of the Knowledge page.
You can leave the page while syncing continues in the background.
Single-page URLs usually take a few minutes.
Store websites with many pages can take several hours.

Once syncing completes, you’ll receive a notification in Gorgias.

Content is missing or incomplete

If only part of your content appears after syncing, review the source you added.

Common reasons:

Only content from the single-page URL is synced (subpages aren’t included).
Embedded media (like PDFs, videos, or images) cannot be extracted.
Some content may not be readable by web crawlers.

If important information lives on another page, sync that page in addition to your other URLs.

Information is outdated

AI Agent doesn’t automatically re-sync content when you update your website.

To fix this:

Manually re-sync your store website or URL from the Knowledge page.
Re-syncs can be triggered once every 24 hours.
Re-syncing replaces all previously generated snippets from that source.

After re-syncing, review newly generated snippets to ensure accuracy.

AI Agent isn’t using the content

If syncing has completed but AI Agent still isn’t referencing the information, the snippets may be disabled.

Check that:

The relevant snippets are enabled for AI Agent.
The content reflects the information customers are asking about.

You can enable or disable individual snippets to control exactly what AI Agent can use.

Still having issues?

If syncing continues to fail after checking the above:

Confirm your website or URL doesn’t block bots or crawlers
Try syncing again later
Contact Gorgias Support with the URL you’re trying to sync and a description of the issue

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