Turn on Shopping Assistant engagement settings (Early Access)

Early Access: Shopping Assistant skills for AI Agent are currently in an early access phase. You can sign up for early access on our website. This document and the features it describes are subject to change

You can encourage shoppers to initiate AI-powered conversations with Shopping Assistant using customer engagement settings like Suggested product questions and Ask anything input.

Customer engagement settings proactively nudge shoppers to start a chat with Shopping Assistant and help them find information naturally in a conversational format.

Once a shopper starts a chat, Shopping Assistant intelligently adapts the conversation to ask personalized questions, share product details, and make recommendations based on their buying intent as well as your selling and discount settings. Learn more about how Shopping Assistant adapts conversations.

Sample chat interface with gradient background showing a message “Need help?” on the left and three suggested questions on the right: “What colors are available?”, “Does this run true-to-size?”, and “How many come in a pack?”

In this article, you’ll learn how to:

Requirements

You must have an active AI Agent subscription
You must have Team Lead or Admin permissions

Turn on suggested product questions

When you turn on suggested product questions, Gorgias shows shoppers up to 3 AI-generated prompt questions once they navigate to a product page on your website.

Questions are generated directly from the content of the product page and anticipate what shoppers are most likely to ask. When a shopper selects a product question, it starts a conversation with Shopping Assistant.

Go to AI Agent from the main menu, then select Shopping Assistant
Select the Customer Engagement tab
Select the toggle to turn ON or OFF Suggested product questions

Turn on ask anything input

When you turn on ask anything input, your Gorgias Chat widget becomes a floating question box that invites shoppers to start a conversation with Shopping Assistant. The input displays on both mobile and desktop devices, unless you change it to display on desktop only.

The ask anything input displays when shoppers first visit your website. For repeat shoppers who started a conversation with Shopping Assistant, the input displays again after 72 hours. For repeat shoppers who do not start a conversation, the input displays again after 24 hours.

Go to AI Agent from the main menu, then select Shopping Assistant
Select the Customer Engagement tab
Select the toggle to turn ON or OFF Ask anything input
- If needed, select Advanced settings then use the toggle to Enable on desktop only
- The input field uses the same colors as your Chat widget. You can update colors in your Chat’s appearance settings.

AI Agent dashboard showing customer engagement settings for Shopping Assistant. Toggles to enable “Suggested product questions” and “Ask anything input” are both highlighted

FAQs

What language are suggested product questions displayed in?

So long as the shopper’s browser language matches an available language for your Chat, the shopper will see suggested product questions in their preferred language.

If the shopper’s browser language does not match an available on your Chat widget, we will not show suggested product questions. You can add languages in your Chat settings.