Autoresponder Rules 101 (deprecated)
Main topic & features: Autoresponder Rules (Deprecated), AI Agent, Rules, Shopify, BigCommerce, Magento. Answers: Explains Autoresponder Rules: what they are, requirements, and how to enable/manage them. Details installation, editing, monitoring, and using email exclusion/inclusion lists. Addresses their deprecation for new accounts (Sept 2024) and eventual deactivation for existing ones (Jan 2026), suggesting AI Agent as an alternative for Shopify. Keywords: Deprecated, automation, AI, ticket deflection, ticket resolution, rule templates, subscription, permissions, email exclusion, always apply.
Create a rule from a template
Main topic and feature names: Gorgias Rules feature, Rule Templates, Custom Rules, Rule Library, Auto-tag rules ("Identify social questions and leads", "Identify intents and sentiments"). Questions or problems this article answers: How to automate actions on tickets based on specific conditions; how to create, enable, customize, update, disable, or delete rules; how to use rule templates; how to leverage default rules; how to save agent time and ensure consistent ticket data. Key concepts and keywords: Automation, conditions, actions, tickets, helpdesk, workflows, tags, priority, views, settings, ticket management, Admins, Leads, Helpdesk plans.
Gorgias rule builder variables and conditions
Main Topic: Gorgias Rule Builder Glossary. Feature Names: WHEN triggers, IF/AND/OR/ELSE logic, THEN actions. Questions/Problems: How to build rules, what triggers/conditions/actions are available, how to use logic operators (IF, AND, OR, ELSE). Key Concepts: Rules, automation, triggers, conditions, actions, logic operators, message conditions, ticket conditions, customer conditions, self-service conditions, e-commerce conditions (Shopify, Magento, BigCommerce), Instagram conditions. Keywords: Gorgias rules, automation, WHEN, IF, THEN, triggers, conditions, actions, logic, helpdesk, ticket management, Shopify, Magento, BigCommerce, Instagram, customer service.
Best practices for Rules
Main Topic/Features: Gorgias Rules automation. Covers: Auto-tag, Auto-close, Auto-reply, Priority Rules, Auto-snooze, Delay actions (Ticket Snooze Delay Ends trigger), Set Ticket Fields, OOO (Out-of-Office) un-assignment, Add ticket ID to subject. Questions/Problems Answered: How to automate various ticket management workflows? How to efficiently categorize, respond, close, or snooze tickets? How to handle agent out-of-office situations? How to follow up on tickets after a delay? How to track tickets by adding IDs to the subject? Key Concepts/Keywords: Rules, automation, tickets, auto-tagging, auto-closing, auto-replying, snoozing, ticket fields, out-of-office, agent un-assignment, ticket ID, subject line, workflow efficiency, customization, best practices.
More templates for common Rules 101
Main Topic/Features: Gorgias Rules, Rule templates, Auto-Close, Auto-Tag, Auto-Reply. Answers: How to use common Gorgias Rules; examples and functions of ticket automation (closing, tagging, replying); where to find predefined Rule templates for Gorgias. Keywords: Automation, rules, templates, auto-close, auto-tag, auto-reply, tickets, use cases, functions, actions, variables, customization.
Article Recommendation in Email (deprecated)
Main Topic/Features: Gorgias Autoresponder Rules, Article Recommendation rule, AI Agent. (Deprecated for new accounts after Sept 2024; AI Agent is the recommended alternative). Answers: How to automate email replies by suggesting Help Center articles. How to auto-close tickets based on customer intents (e.g., order/cancel, subscription/cancel). How to customize article recommendations and message content. What are the requirements for using these rules (active AI Agent subscription, Lead/Admin/Owner permissions). Keywords: Autoresponder Rules, Article Recommendation, AI Agent, email automation, Help Center integration, ticket intents, auto-reply, customize, deprecated, Shopify, BigCommerce, Magento.
Auto-Close common Rule templates
Main Topic/Feature Names: Gorgias Rules for automatic ticket closure and tagging Specific rules: Automatic OOO replies, Non-support tickets, Social media (Instagram Story Mention, Social comments, Instagram Giveaway), No-reply/Thanks Questions/Problems Answered: How to automatically close irrelevant tickets (out-of-office replies, system notifications, social media mentions/comments/giveaways, non-support messages). How to reduce inbox noise and focus on genuine customer support inquiries. How to automate ticket tagging for better organization. Key Concepts & Keywords: Gorgias Rules, ticket automation, auto-close, auto-tag, out-of-office (OOO) replies, non-support tickets, social media, Instagram, Shopify, PayPal, notifications, ticket filtering.
Urgent ticket Rule best practices
Main topic & features: Gorgias Rules, Views. Automated ticket identification, management, and routing. Features include Rule setup, View filters, and auto-tagging. Questions/problems answered: How to identify and prioritize urgent customer tickets (e.g., cancellations, frustrated customers)? How to recognize and manage VIP/loyal customer tickets with special attention? How to create custom workflows for specific ticket types? Key concepts & keywords: Urgent tickets, VIP shoppers, loyal customers, auto-tag, ticket priority, rule conditions, view filters, workflow automation, customer service, ticket segmentation, customer support.
Auto-Tag common Rule templates
Main topic & feature names: Gorgias Rules for automatic ticket tagging. Features: Primary Categories, VIP customers, Social sentiments, Returns/Exchanges, Discount/Promo, Business hours, Internal note mentions, Feedback, Social Media (questions, sentiment, leads), Shopify (shipping scenarios, potential customers), Recharge (subscription changes), Automate (Order Management). Questions/problems answered: How to automatically classify support tickets? How to categorize tickets by topic, customer type (VIP), sentiment, request type (returns, discounts, feedback), channel (social media), time (business hours), and e-commerce platform data (Shopify orders, Recharge subscriptions, Automate actions)? Key concepts & keywords: Gorgias, Rules, automation, ticket tagging, workflow, customer service, support, Shopify, Recharge, Automate, VIP customers, sentiment analysis, social media, returns, exchanges, discounts, business hours, internal notes, feedback, orders, subscriptions.
Auto-tag Rule best practices
Main topic: Gorgias Rules for automating ticket tagging and organization. Features: Rules, Tags, Views, auto-assign, Klaviyo integration. Answers: How to automate ticket management and workflow. Solves problems like: Auto-assigning "cancel order" tickets. Tagging "urgent order edit" requests. Tagging tickets based on integration/brand (multi-brand support). Identifying and tagging tickets by customer language. Auto-tagging Facebook/Instagram comments for sorting. Excluding automated emails from Klaviyo segments. Key concepts/keywords: Rules, Tags, ticket automation, workflow management, agent assignment, ticket organization, cancel orders, order edits, multi-brand, language detection, social media, Klaviyo.
Automate return request emails (deprecated)
Main Topic/Feature: Autoresponder Rules, "Automate return request emails" template, AI Agent (replacement). Questions/Problems: How to set up and use the deprecated Autoresponder Rule to automatically respond to return requests with a return portal URL. Covers requirements and feature deprecation timeline (no new accounts after Sep 2024; ends Jan 2026), recommending AI Agent for Shopify stores. Key Concepts/Keywords: Deprecated, autoresponder, return request, return portal, AI Agent, automation, integration, Gorgias rules, Shopify, BigCommerce, Magento.
Auto-close Rule best practices
Main Topic/Features: Gorgias Rules, Auto-close tickets, Mentions auto-close Rule (Instagram), Facebook auto-close Rule, Auto-close notifications, Auto-close tickets from specific users. Answers: How to automatically close irrelevant tickets, reduce Views clutter, manage social media noise (giveaways, Instagram mentions, Facebook comments), auto-close payment notifications, and block/close tickets from specific users. Key Concepts/Keywords: Rules, auto-close, tickets, Views, Instagram, Facebook, mentions, comments, notifications, user, message body, intents, @ symbol, no space condition, other/no reply.
Auto-Reply common Rule templates
Main Topic/Features: Gorgias Rules, Autoresponder, Ticket Tagging, Shopify Order Status, Preorder replies, Returns portal, Cancellation requests, Order Management, Macros. Answers: How to automate replies & tag tickets for new emails, outside business hours, Shopify order status inquiries (tracking, processing, no order, preorders), returns (return portal links via chat), and cancellations (requesting info via chat). Keywords: Gorgias automation, auto-reply, automatic tagging, Shopify, order status, tracking, returns, cancellations, customer support, email, chat, business hours, macros, ticket closure.
Send tracking information email (deprecated)
Main topic/feature: Autoresponder Rules (deprecated), "Send tracking information email" rule, AI Agent. Answers: How to automate "Where is my order?" (WISMO) requests, how to set up/configure the "Send tracking information email" autoresponder in Gorgias, understanding Autoresponder Rule deprecation (post-Sept 2024 for new accounts, Jan 2026 for existing), and the recommendation to use AI Agent for Shopify brands. Keywords: Deprecated, autoresponder, rules, automation, auto-reply, WISMO, tracking information, shipping status, Shopify, AI Agent, ticket intent, permissions, Gorgias Order Management, customer service.
Auto-reply Rule best practices
Main Topic & Feature Names: Gorgias Rules, auto-reply, auto-response, business hours, Shopify variables, Intents, snooze delay, automated follow-up. Questions or Problems Answered: How to set up automated responses for customer availability, FAQs, and order tracking. How to use auto-replies during/outside business hours. How to provide order status & tracking info using Shopify variables. How to automate internal communication with notes & Intents. How to auto-reply or close tickets after a snooze delay. Key Concepts & Keywords: Rules, auto-reply, auto-response, automation, business hours, Shopify, tracking number, order status, internal note, Intents, snooze, ticket management, customer support.
Create rules to take automatic actions on tickets
Main Topic: Rules Feature Names: Rules, Rule Templates, WHEN/IF/THEN builder, AND/OR/ELSE conditions Questions/Problems: How to automate ticket actions? How to create rules? How to use templates? How to build complex rules? How do rules execute? Key Concepts: Automation, Triggers, Conditions, Actions, Workflow, Ticket management, Auto-replies, Tagging, Assignment, Spam, Execution order, Admins, Leads, Helpdesk plans, Stores, Integrations. Keywords: Rules, Automation, Tickets, Triggers, Conditions, Actions, Workflow, Templates, WHEN, IF, THEN, AND, OR, ELSE, Execution, Order, Gorgias.
Rules FAQs
Main Topic: Gorgias Rules automation. Features: Rules, Auto-reply, Macros, Tickets. Answers: Rules execution order and triggers (Ticket Created, New Message In Ticket, Ticket Updated, Ticket Assigned, Ticket Snooze Delay Ends). Auto-reply logic (G Suite groups, frequency, single trigger, social media, internal notes). Macro compatibility issues (Shopify, ReCharge, webhook actions). Rule limit (70). Shopify customer data condition. Troubleshooting generic notification rules. Rule case-sensitivity (IS/IS NOT). Time-based rule limitations. Keywords: Rules, execution order, triggers, auto-reply, Macros, Shopify, ReCharge, G Suite, mailing list, spam, customer data, Rule limit, case-sensitive, Ticket Snooze Delay Ends.
Auto-close Spam emails
Main Topic: Automated Non-Support Ticket Handling Feature Names: Rule, Email exclusion list, Always apply list Questions/Problems Addressed: How to automatically close and tag non-support related email tickets. How to filter out unwanted emails from the ticket queue. How to manage tickets from "no-reply" or other non-customer service addresses. Key Concepts/Keywords: Rule, Automation, Ticket Management, Email Filtering, Non-Support Tickets, No-Reply, Intent, Exclusion List, Workflow, Efficiency, Inbox Management.
Rules 101
Main Topic: Gorgias Rules automation. Feature Names: Rules, IF/THEN statements, Variables, Date format. Questions/Problems Answered: How do Rules automate tasks? How to correctly structure long Rules with multiple conditions. How to use common variables in Rules. How to format dates for Rule conditions. Why a specific Rule might not work as intended (nested IF statements). Key Concepts & Keywords: automation, triggers, actions, tagging tickets, responding to questions, WHEN/THEN, nesting, indentation, date conditions, datetime, Aircall, channels, `weeks (w)`, `days (d)`, `hours (h)`, `minutes (m)`, `seconds (s)`.
Subject line Rules for the Help Center Contact Form
Main Topic/Features: Help Center Contact Form, Rules, auto-tag, auto-assign, auto-reply, Macros. Questions/Problems Answered: How to customize Help Center Contact Form subject lines. How to create Rules to automatically tag, assign, or reply to tickets based on custom subject lines. How to use Macros for automated replies. Key Concepts/Keywords: Contact Form, Rules, Subject Lines, Auto-tagging, Auto-assignment, Auto-reply, Macros, Ticket Management, Automation, Help Center.