Report order issue 101
Main topic/Features: Report order issue feature (part of Order Management), AI Agent subscription. Answers: How customers submit order-related inquiries, how tickets are automatically created with order and customer details, how to customize and conditionally display issue options based on order status (e.g., Delivered) for Chat, Help Center, and Contact Forms. Key concepts/Keywords: Customer self-service, order inquiry, issue reporting, ticket automation, conditional display, order status.
Return Flow with Loop Returns
Main topic/features: Loop Returns integration with Gorgias Order Management, AI Agent, Chat, Help Center, Workflows. Questions/problems: How to connect & configure Loop Returns for customer order returns. Shopper experience for returns initiated via Gorgias Chat or Help Center. Keywords: Loop Returns, Order Management, returns, AI Agent, integration, self-service, customer support, return method, workflows, shopper experience.
Default scenarios
Main Topic/Feature: Gorgias Report Issue feature, order issue scenarios. Questions/Problems: How to configure and use pre-defined or custom scenarios for various customer order issues. What self-service options customers have for refunded, cancelled, processing, failed, shipped, delivered, or undefined order statuses. How to customize, edit, or create new scenarios. Key Concepts/Keywords: Report Issue, scenarios, order status, customer support, self-service, customization, refunded, cancelled, processing, failed, shipped, delivered, fallback, refund, reorder, edit order, discount, delivery, shipping, damaged, defective, missing items.
Set up a return flow with Order Management
Main Topic/Features: Return Order feature, Order Management, Loop Returns integration. Questions Answered: How to enable customer return requests for orders or items, configure return eligibility (e.g., within X days of order creation/delivery), choose between an automated response or direct Loop Returns integration for processing returns, and link your Gorgias Return Order flow to your Loop Returns portal using an API key. Key Concepts/Keywords: Return Order, customer returns, return requests, Order Management, Workflows, Shopify, Loop Returns, integration, eligibility window, automated response, API key, returns management.
Order Management: create a new scenario to report order issues
Main topic and feature names: Gorgias 'Report order issue' option in Order Management Workflows, Scenarios, automated customer replies Questions or problems this article answers: How to enable and customize shopper self-reporting for order problems (shipping, returns, refunds, cancellations). How to create custom order issue scenarios with specific order conditions and automated responses for shoppers. Key concepts and keywords: Self-service, customer support, order issues, Gorgias, Shopify, order conditions, automated replies, workflows, issue reporting, customer experience
How to test automation features without creating billable tickets
Main topic & Features: Gorgias Test mode for automations: Flows, Order Management, Article Recommendations. Questions/Problems: How to test automated workflows without incurring billing for automated interactions. How to verify automation setup before deployment. Key concepts & Keywords: Test mode, automations, automated interactions, Flows, Order Management, Article Recommendations, AI Agent subscription, verify, billing, channels (Chat, Email, Contact Form), Lead/Admin permissions.
Compatibility of automation features with ecommerce store providers
Gorgias automation features compatibility with e-commerce platforms. Features covered: AI Agent, Flows, Order Management, Article Recommendation. Answers which Gorgias automation features are supported by specific e-commerce platforms (Shopify, BigCommerce, Magento, WooCommerce, PrestaShop). Details platform-specific limitations and subscription requirements for automation. Keywords: Gorgias, automation, compatibility, Shopify, BigCommerce, Magento, WooCommerce, PrestaShop, AI Agent, Flows, Order Management, Article Recommendation, e-commerce, platform support, integration, limitations, AI Agent subscription.
Answer chat tickets with automatic Article Recommendations (BigCommerce and Magento)
Main Topic: Article Recommendations, Help Center, Chat Automation Features: Article Recommendations, AI Agent, Automated Interactions, Help Center selection, Channel configuration, Testing, Training AI. Questions/Problems: Who can use Article Recommendations? How to enable/disable it? How to select a Help Center? How to test it? How to train the AI? Does it support multiple languages? How to optimize articles? Key Concepts: automated responses, chat support, customer self-service, role-based access (Owner, Admin, Lead), AI Agent add-on, BigCommerce, Magento, Shopify deprecation, automated interactions, testing automations, AI training, multilingual support.
Flows 101
Main topic & features: Gorgias Flows, AI Agent. Answers: What are Flows, how to use automated Q&A for personalized support across channels (Chat, Help Center, Contact Form). Explains how to create multi-step conversation paths for various scenarios (e.g., product recommendations, policies, issue triage). Covers compatibility (Shopify, BigCommerce, Magento 2) and usage limits (steps, option answers, enabled Flows). Keywords: Flows, automated Q&A, multi-step, personalized guides, customer service automation, self-service, Shopify, BigCommerce, Magento 2, Chat, Help Center, Contact Form, product recommendations, return policies, shipping policies, warranty claims, how-to guides, order issues, triage.
Order Management 101
Main Topic & Features: Order Management for customer self-service. Features include Track, Return, Cancel, Report order issue, and Order Summary. Requires AI Agent subscription, supports Shopify stores only. "Track and Return" is auto-enabled. Questions/Problems Answered: How customers check order status, get tracking/shipping info, and create templated tickets. How to log in via OTP (email/SMS). Limitations (no auto refunds/cancellations, agents intervene). How to handle auto-reply rules for Order Management tickets. Details on specific features like tracking, return requests (Loop Returns integration), cancellation requests, and reporting order issues. Provides shipping, billing, and payment info. Addresses chat-to-OM portal transition, common error messages (missing Shopify/Chat integration), and language display issues. Key Concepts & Keywords: Customer self-service, order status, order tracking, shipping, returns, cancellations, order issues, automation, AI Agent, Shopify, Loop Returns, OTP, troubleshooting, error.
Flow builder
Main topic and feature names: Gorgias Flow builder, tree-type layout, Navigation panel, Steps (action blocks), Save/Discard Buttons, Language option. Questions or problems answered: How to understand the Flow builder interface and its components. How to navigate large Flows, what "Steps" are, how to save new or existing Flows (including as drafts), how to discard changes, and how to translate Flows into multiple languages. Key concepts and keywords: Flow builder, tree layout, customer paths, navigation, steps, actions, save, discard, draft, language, translate, interface, components.
Configure Track Order option
Main Topic/Features: Track Order feature, Order Management, Workflows. Questions/Problems: How to enable and customize the "Track Order" feature in Gorgias. Explains how customers view their order journey (timestamps, destination, real-time Shopify updates) and report issues. Provides setup steps for configuring Track Order messages. Key Concepts/Keywords: Track Order, Order Management, Gorgias, Shopify, real-time tracking, shipping status, order updates, customer experience, settings, customization, e-commerce.
Create a Flow
Main topic/features: Gorgias Flows, Flow builder, Workflows, publishing, saving drafts, Channels. Answers: How to create new customer service Flows, publish them, save as drafts for editing, and enable them in specific communication channels (Chat, Help Center, Contact Form). Guides on defining Flow triggers, adding steps, using templates, and testing. Keywords: Flow, Flow builder, create, publish, save draft, enable, channels, trigger, steps, customer automation, workflow, chat, help center, contact form, template, test mode.
Configure Cancel Order option
Main Topic/Features: Gorgias "Cancel Order" option, Workflows, Order management. Answers: How to enable and configure customer order cancellation requests in Gorgias. How to set eligibility windows based on order status (Unfulfilled, Processing Fulfillment, Pending Delivery). How to customize automated responses for cancellation requests. Keywords: Cancel order, customer request, Shopify, order management, eligibility, order status, custom reply, e-commerce, configure, setup.
Flow steps (triggers, options, ends)
Main topic & feature names: Gorgias Flows: Steps, Options, Ends, Variables. Step types: Trigger, Options, End. Option types: Multiple choice, Collect text reply, Collect file upload, Automated answer, Order selection, HTTP request, Customer login, Conditions. End types: Create a ticket, Ask for feedback, End interaction. Variable types: Order variables. Questions/problems this article answers: How to build and customize automated customer interaction paths within Gorgias Flows. What are the functions of each Flow component (steps, options, ends) for effective self-service. How to choose appropriate interactive options and end states for specific customer support scenarios. Key concepts & keywords: Gorgias Flows, Flow builder, automation, customer support, interactive workflows, self-service, Trigger, Options, End, Multiple choice, Collect text, Collect file, Automated answer, Order selection, HTTP request, Customer login, Conditions, Create ticket, Ask for feedback, End interaction, Variables, Order status.
Analyze your Flows drop-off performance
Main Topic: Flow Analysis Feature Names: Flow, Flow Builder, Analysis mode, Performance by feature report, Analytics, AI Agent subscription, Automation rate Questions/Problems Addressed: How to evaluate Flow effectiveness? How to identify Flow drop-off points? How to see where tickets are created within a Flow? How to access Flow Analysis? How to interpret Flow performance data (overall, by step, by end point)? What are the requirements to use Flow Analysis? Key Concepts & Keywords: Automate, Automation, Flow performance, Drop-off, Tickets created, Automation rate, Analytics, AI Agent, Flow Builder, Metrics, Reporting, Customer experience, Optimization, Data interpretation.
Order statuses and possible shopper actions
Main topic: Gorgias Order Management portal shipment statuses and customer actions. Answers: Explains supported Gorgias order/shipment statuses, their descriptions, how Shopify fulfillment/shipping statuses map to Gorgias, and the customer self-service actions (track, cancel, return, report issue) available based on each status. Keywords: Gorgias, Order Management portal, shipment status, order status, Shopify integration, fulfillment status, shipping status, customer actions, track, cancel, return, report issue, Unfulfilled, Processing Fulfillment, Pending Delivery, In Transit, Out for Delivery, Delivered, Failed Delivery, Cancelled, Refunded.
Creating Flow variables using JSONPath
Main Topic/Features: Gorgias HTTP request Flow step, JSONPath, JSON data. Answers: How to create variables from third-party HTTP responses. Explains how to use JSONPath to extract specific data from JSON responses for use in subsequent Gorgias Flow steps. Includes examples for accessing simple and nested JSON data. Key Concepts/Keywords: Gorgias Flows, HTTP request, response, variables, JSONPath, JSON, data extraction, root ($), keys, nested data.
HTTP request step in Flows
Main Topic/Features: Gorgias HTTP request Flow steps, Workflows, Flows. Answers: How to integrate third-party applications and automate tasks in Gorgias using HTTP requests within Flows. Provides steps for creating, configuring (methods: GET, POST, PUT, DELETE, URL, body, headers), and testing HTTP requests. Explains success/error branching, leveraging variables from previous Flow steps, and accessing event logs for HTTP requests. Note: requires HTTP request familiarity or developer assistance. Keywords: HTTP request, Flows, Workflows, automation, integration, third-party apps, API, webhook, GET, POST, PUT, DELETE, endpoint, variables, JSONPath, event logs, Klaviyo, LoyaltyLion, Recharge.
Add email to Klaviyo via Flows
Main topic & features: Gorgias Flow for automated Klaviyo profile creation using an HTTP Request step. Key features: Trigger button, Collect text reply, Automated answer. Answers: How to automatically add customer name/email from a Gorgias Flow to Klaviyo. Provides step-by-step instructions for building a Flow to capture customer data, configure an HTTP POST request to Klaviyo's API, including API key, authorization headers, revision, JSON request body, and using Flow variables. Covers testing the request and publishing the Flow. Key concepts & keywords: Gorgias Flow, Klaviyo integration, automated profile creation, HTTP request, API, customer data capture, email subscription, newsletter, Trigger, Collect text reply, API key, JSON, POST method, variables, authorization, revision.
Show LoyaltyLion points balance via Flows
Main Topic/Features: Gorgias Flow, LoyaltyLion Integration, HTTP Request Step, Customer Login, Automated Answer, Variables. Answers: How to build a Flow to automatically show LoyaltyLion points to customers. How to configure an HTTP request step to fetch LoyaltyLion data via API. How to authenticate an API request (token, secret, base64 encoding). Key Concepts/Keywords: Gorgias, Flow, LoyaltyLion, HTTP request, API, loyalty points, customer support automation, self-service, authentication, token, secret, base64 encode, variables, customer login, automated response.
Manage Recharge subscription via Flows
Main topic/features: Gorgias Flows, HTTP request step, Recharge subscription management. Key features: Customer login, Collect text reply, Multiple choice, Automated answer, Create ticket. Answers: How to build a Gorgias Flow to enable customer self-service for Recharge subscriptions. Provides steps to use HTTP requests for customers to update their email, shipping address, or cancel subscriptions without agent assistance. Key concepts/keywords: Gorgias, Flows, Recharge, subscription management, customer self-service, API integration, HTTP request, automation, update email, update shipping address, cancel subscription, variables, API token.
Templates for one-step Flows
Main topic and feature names: Gorgias one-step Flows, Quick Response Flows, Flow templates. What questions or problems this article answers: How to provide rapid, automated answers to frequent customer questions. Offers customizable templates for shipping policy, order tracking, order cancellation/changes, returns (process, fees), restock frequency, discounts, loyalty programs, product sizing/details, and brand mission. Key concepts and keywords: Flows, Quick responses, Templates, Automation, Customer service, E-commerce, Shipping, Returns, Order management, Discounts, Rewards, Product information, Customization.