Customize AI Agent's tone of voice
Main Topic: AI Agent Tone of Voice customization. Feature Names: Personality (Friendly, Professional, Sophisticated, Custom), What to say (Greeting, Sign-off, Brand-specific terminology), What to avoid, Emoji usage, Channel-specific instructions, Playground. Questions/Problems: How to make AI Agent sound consistent and on-brand? How to control AI Agent's communication style, greetings, and sign-offs? How to restrict words/behaviors or manage emoji use? How to tailor AI Agent's tone for different channels (email, chat, SMS, social)? How to test AI Agent's tone of voice settings? Key Concepts/Keywords: AI Agent, tone of voice, personality, custom personality, greeting, sign-off, brand terminology, forbidden words, emojis, channel-specific, email, chat, SMS, socials, Playground, testing, on-brand communication.
Customize how AI Agent hands over to your team
Main Topic: AI Agent Handovers Feature Names: AI Agent, Handover topics, Exclude topics, Prevent AI Agent from answering, Chat handover instructions, Dynamic wait time, Email capture. Questions/Problems: When and why does AI Agent hand over conversations to human agents? How to configure AI Agent to hand over for specific topics. How to entirely prevent AI Agent from handling certain topics/tickets. How handovers work differently across channels (Email, Chat, SMS). How to customize chat handover behavior, including messages, email capture, and wait times. How to manage and route handover tickets to specific teams. Key Concepts/Keywords: AI Agent, Handovers, Escalation, Exclusion, Roles (Owner, Admin, Lead), Plans (AI Agent), Shopify integration, Conversation signals (anger, frustration, sensitive topics), Answer quality, Handover topics setup, Tell customers when handing over, Prevent AI Agent from answering rule, ai_ignore tag, Channel-specific behavior, Chat customization, Shopper confirmation, Online/Offline chat, Email capture, Wait time (dynamic/static), Error messages, Routing handover tickets, ai_handover tag, Auto-assignment.
Let AI Agent autofill tags and ticket fields
Main Topic: AI ticket tagging, AI Agent, automatic ticket field population Features: AI Agent, AI ticket tagging, automatic tag/ticket field autofill Questions Answered: How to set up AI Agent for automatic tagging and ticket field completion? How does AI Agent determine tags/fields? Does it work for email/chat? Can I manually override AI Agent's choices? Does it support conditional/required fields? Key Concepts/Keywords: AI Agent, AI ticket tagging, autofill, Gorgias, ticket fields, tags, automation, customer support, helpdesk, conditional fields, required fields, reporting.
Set the language AI Agent replies in
Main Topic: AI Agent Language Configuration Feature Names: AI Agent, Language settings Questions/Problems: How to control AI Agent reply language? How does AI Agent handle multiple languages? How to set a fixed reply language for AI Agent? What roles/plans can use AI Agent language settings? Key Concepts: AI Agent, language detection, fixed language, default behavior, multilingual support, Shopify, Owner, Admin, Lead roles, AI Agent plan. Keywords: AI Agent language, reply language, language settings, translate, localization, Gorgias AI, AI Agent configuration.
Change AI Agent's name
Main Topic & Features: Gorgias AI Agent, AI Agent Naming, AI Disclosure settings (Email Signature, SMS Footer, Chat Disclosure). Questions/Problems Addressed: How to change your AI Agent's display name? How to inform customers that they are interacting with an AI across email, SMS, and chat? What user roles (Owner, Admin, Lead) and Gorgias plans (with AI Agent) are required to use and configure this feature? Key Concepts & Keywords: AI Agent, rename, custom name, bot name, AI-powered, disclosure, transparency, settings, users, roles, plans, Shopify, email, SMS, chat, signature, footer, privacy policy.
Use rules with AI Agent
Main topic & Features: AI Agent and Gorgias Rules integration, conflict prevention, "Prevent AI Agent from answering" rule, "Re-open low CSAT AI Agent tickets" rule. Questions/Problems: How do AI Agent and Gorgias rules interact? How to avoid conflicting auto-replies or duplicate responses? How to use pre-built rules for AI Agent? How to prevent AI Agent from responding to specific tickets? How to re-open tickets with low CSAT scores after AI Agent interaction? How to manage existing autoresponder rules with AI Agent? Key concepts & Keywords: AI Agent, Gorgias rules, automation, workflow, rule templates, conflict resolution, auto-reply, CSAT, `ai_ignore` tag, `ai_handover` tag, ticket views, Owner, Admin, Lead roles, AI Agent plan, Shopify.