Turn on customer engagement features for AI AgentUpdated 15 hours ago

You can turn on customer engagement features to encourage shoppers to initiate automated, AI-powered chat conversations with AI Agent. These settings are part of AI Agent’s shopping assistant capabilities.

Customer engagement features include:

• Trigger on search
• Suggested product questions
• Ask anything input

When a shopper starts a conversation from one of these engagement prompts, AI Agent can then proactively address common questions, help find the right products, and make recommendations that guide shoppers toward a sale.

Requirements

• You must have an active AI Agent subscription
  
  
  • If you subscribed to AI Agent prior to July 16, 2025, you may need to upgrade your subscription to access shopping assistant features
• You must have Lead, Admin or Account Owner permissions
• You must have AI Agent enabled on Chat to use customer engagement features

Turn on customer engagement features

You can turn on customer engagement features like Trigger on search, Suggested product questions and Ask anything input in your AI Agent settings.

Once turned on, customer engagement features require little-to-no additional manual configuration. These features are AI-driven in terms of their timing (when they appear), their messages (what they say) and how they personalize conversations (based on AI analysis of behavior and context). Learn more about how AI Agent interacts with customers.

1. Go to AI Agent from the main menu
2. Select Shopping Assistant under a connected store, then click on the Customer Engagement tab
3. Use the toggle to turn ON or OFF each setting

Trigger on search

When trigger on search is turned on, AI Agent sends a personalized pop-up chat message to shoppers after they enter a query in your Shopify storefront search.

The AI-generated message gives shoppers an entry point to start a conversation with AI Agent at a crucial moment of searching on your website. The message might offer to help the shopper, answer likely questions or promote a relevant product.

Here’s how it works:

• Behavior detection: AI Agent detects when the shopper enters a query in your store’s searchbar
• Identify intent: AI Agent uses the search query and real-time context of their browsing activity to understand the shopper’s intent
• Create message: AI Agent generates a relevant message. This could include offering help, answering likely questions or promoting a product.
• Send message: a subtle pop-up message appears in chat to encourage the shopper to start a conversation

Suggested product questions

When Suggested product questions is turned on, AI Agent shows up to 3 AI-generated questions on product pages, based on what shoppers are most likely to ask.

Suggested product questions are designed to make it easier for shoppers to get answers without having to open chat and type a question. Suggested questions can also help shoppers overcome decision barriers and address common concerns upfront, especially for complex products.

Here’s how it works:

• Context analysis: to anticipate questions about a product, AI Agent uses details, descriptions and metadata from the product page.
• Question selection: Based on this context, AI Agent anticipates questions a shopper might ask about this product
  
  
  • For example, if the product page contains information about "materials" or "washing instructions," AI Agent may generate questions like: “Is this machine washable?” or “What fabric is this made of?”
• Display: These questions appear as prompts the above your Gorgias chat widget, inviting the shopper to select one and start a conversation
• Response generation: When a shopper selects a question, AI Agent provides an immediate, relevant answer—powered by knowledge sources like your help center articles and store website

Ask anything input

When Ask anything input is turned on, your Gorgias Chat widget turns into a floating input box that invites shoppers to start a conversation with AI Agent. This feature makes AI Agent feel approachable and lets shoppers lead the interaction on their own terms.

Here’s how it works:

• Proactive prompt: the floating input box says something like “Have a question? Ask me anything.”
  • You can customize the prompt in the settings for the Ask anything input
  • You can update the language of your chat in your chat settings.
• Shopper input: the shopper can type freely in the input box to ask questions about products, shipping, return policy, and so on
• AI-powered response: AI Agent uses real-time context and your knowledge sources to generate helpful answers

Customize the Ask anything input box

You can change settings for the Ask anything input to customize the placeholder text that invites shoppers to start a conversation. You can also change whether the input box shows on mobile devices.

1. Go to AI Agent from the main menu, then select Shopping Assistant
2. Select Shopping Assistant under a connected store, then click on the Customer Engagement tab
3. Select the gear icon next to Ask anything input to open advanced settings
   
   
   • Select Hide on mobile to only show the Ask anything on desktop devices
   • Enter Placeholder text to choose what prompt shoppers see in the Chat widget’s input box
   • The input field uses the language and colors as your chat widget. You can update these in your chat’s appearance and language settings.

FAQ