Use Actions to connect AI Agent with other tools and automate tasks

Actions are tasks that AI Agent can perform on your behalf in connected ecommerce tools to resolve common and repetitive asks from your customers, like cancelling an order or updating a shipping address.

Typically these types of requests require a manual action in a separate tool or through a third-party integration. Instead, you can use Actions to tell AI Agent how and when to automate tasks that normally require a human agent’s involvement.

To get started, choose from the available Actions in Gorgias.

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
You must have AI Agent enabled on Email (currently AI Agent cannot perform Actions on Chat).

Choosing an Action

You can choose from a number of available Actions in Gorgias that allow AI Agent to make changes in third-party tools that you use everyday, like cancelling an order in Shopify. Actions require some no-code configuration to set up.

Go to the Automate menu
Select your store from the sidebar, then click on AI Agent
In the Actions tab, select Browse All Actions
Select an Action that you want AI Agent to handle
Set up the Action to work according to your preferences
Select Create Action to finish

Setting up an Action

Within each Action you have the opportunity to tell AI Agent how and when the Action should be used, to make it more personalized and inline with your store’s process and policies.

Your Action name and instructions tell AI Agent when to use the Action
Your input variables tell AI Agent what, if any, information to collect from the shopper
Your conditions tell AI Agent what requirements must be met before it can take an Action

Action name and instructions

Your Action name and instructions communicate what the Action does. You should be as descriptive as possible. AI Agent uses this information to identify whether the Action is relevant to a shopper’s questions.

Enter a descriptive Name for the Action
Use AI Agent Instructions to explain when the Action should be used, and in which scenarios. tell others what the Action is and what it does.

On the editing page for an Action, entering a name for the Action and instructions that describe to AI Agent what the Action does

Inputs variables

Inputs variables tell AI Agent what information it needs to collect from a shopper in order to complete the Action. For example, if a customer wants to cancel a subscription, you may choose to collect the reason why they’re cancelling as part of the interaction.

Some Actions available in Gorgias, like editing a shipping address, already have pre-set input variables, but you can always add more inputs.

Select + Add Input to add new input type
Use the dropdown menu to select the type of input (string, boolean, number or date)
Give the input a name (for example, “address”)
Tell AI Agent what to ask (”what is your updated address?”)

On the editing page for an Action, using the "Add Input" button to tell AI Agent what type of information it should collect from shoppers as part of performing the Action

There are four types of inputs, described in the following table:

Data type	Definition	Example
String	Anything text contains letters or a combination of letters and numbers	An address, a cancellation reasons
Boolean	True/false or yes/no questions	Answers questions like: “is the product opened?” “agrees to receive marketing” “agrees to address change”
Number	Any input that contains only numbers	Ask about item quantity
Date	A date in any format	Asking for a new delivery date

Conditions

Conditions tell AI Agent what requirements must be met before the Action can be taken. For example, you may want to make sure an order’s fulfillment status is delivered before accepting a return. Or you may check how much an item was discounted before allowing a refund.

Select one of the three options to indicate what, if any, conditions must be met for AI Agent to perform the Action:
- No conditions
- All conditions
- At least 1 condition
Select the Add Condition dropdown menu to insert a condition. Conditions can be based on:
- information about the Order
- information about the Customer
- your Action’s input variables (like a customer’s address)

On the Action edit page, creating the conditions that AI Agent should make satisfy before the Action can be performed. In this case, making sure the fulfillment status is delivered and a customer email exists.

If you're creating a condition using values like fulfillment status, order status, shipment status or payment status, make sure you use the values listed below. Values other than those listed may result in misconfiguration.

Fulfillment status

Possible values	Definition
[empty]	None of the items on the order have been fulfilled.
partial	Some of the items on the order have been fulfilled.
fulfilled	Every item on the order has been fulfilled.
restocked	Order items have been restocked following an order cancellation.

Order status

Possible values	Definition
open	Order is in progress, aka. anywhere between order creation and delivery.
archived	Order has been delivered to the designated address or pick-up point.
cancelled	Order has been cancelled.

Shipment status

Possible values	Definition
label_printed	A label for the shipment was purchased and printed.
label_purchased	A label for the shipment was purchased, but not printed.
confirmed	The carrier is aware of the shipment, but hasn't received it yet.
in_transit	The shipment is being transported between shipping facilities on the way to its destination.
attempted_delivery	Delivery of the shipment was attempted, but unable to be completed.
ready_for_pickup	The shipment is ready for pickup at a shipping depot.
out_for_delivery	The shipment is being delivered to its final destination.
delivered	The shipment was succesfully delivered.
failure	Something went wrong when pulling tracking information for the shipment, such as the tracking number was invalid or the shipment was canceled.

Payment status

Possible values	Definition
pending	payment is due processing but hasn’t been done yet.
authorized	payment provider validated customer’s payment information, but payment hasn’t been captured yet.
paid	full payment was processed or order was manually marked as paid.
refunded	full amount has been returned to the customer.
partially_refunded	partial amount has been returned to the customer.
voided	an unpaid order was manually cancelled.
partially paid	partial amount has been processed or marked as paid.
unpaid	includes orders with status “authorized”, “pending”, or “partially paid”.

Enabling and disabling Actions

When you’re ready for AI Agent to start using an action, make sure the Available for AI Agent toggle is enabled in the Action set up page.

You can also enable or disable an Action from the list of Actions in your library.

Go to Automate
Select your store from the sidebar, then click on AI Agent
Select the Actions tab
Use the On/Off toggle next to an Action in your list to enable or disable it for AI Agent

In the Actions tab for AI Agent, using the toggles to enable or disable existing Actions

Deleting an Action

If you no longer need an Action, you can permanently delete it anytime from your library. You cannot recover an Action once it has been deleted.

Go to Automate
Select your store from the sidebar, then click on AI Agent
In the Actions tab, select the trash can icon next to the action you want to delete
Select Delete to confirm

Learn more about available Actions

Cancel an order in Shopify
Edit order shipping address in Shopify
Send Loop Returns portal deep link
Send return shipping status from Loop Returns
Cancel subscription in Recharge
Plus more, available in Gorgias

Use Actions to connect AI Agent with other tools and automate tasksUpdated a month ago