Skills explained
Main Topic: AI Agent Skills. Feature Names: Skills, AI Agent, Intents, Instructions, Knowledge, Guidance, Actions. Questions/Problems Answered: What are AI Agent skills and how do they work? How do skills provide control over AI Agent responses? How do skills differ from general knowledge/guidance? When should I create a skill versus using knowledge? How do skills interact with existing AI Agent knowledge? How can I improve AI Agent's performance using skills? Key Concepts & Keywords: AI Agent, Skills, Intents, Instructions, Knowledge, Guidance, Conversation Types, Automated Responses, Performance Control, Targeted Changes, Iteration, Actions, Predictable Behavior. Return/Request, Order/Cancel, Cancellations, Customer Service, Support Automation.
Create a new skill for AI Agent
Main Topic: Creating AI Agent Skills Feature Names: AI Agent, Skill, Intents, Knowledge, Actions, Variables, Playground, Shopify Questions/Problems: How to create, configure, test, and enable AI Agent skills. How to use templates, add instructions, variables, actions, link intents, and manage knowledge for skills. Key Concepts: AI Agent, Skill creation, Skill management, Instruction writing, Intent linking, Knowledge configuration, Testing, Enabling skills, Automation, Customer service. Keywords: AI Agent, Skills, Create skill, Configure skill, Test skill, Enable skill, Instructions, Intents, Knowledge, Actions, Templates, Shopify integration.
Manage your skills
Main topic: Managing AI Agent Skills Feature names: AI Agent, Skills, Drafts, Version History, Performance Metrics (ticket volume, handover rate, CSAT) Questions answered: How to edit, enable/disable, view performance, and delete AI Agent skills. How to use drafts and restore previous skill versions. Who can use this feature (Owner, Admin, Lead roles with AI Agent plan on Shopify). Key concepts/keywords: AI Agent skills, skill management, editing skills, updating instructions, intents, knowledge, publishing changes, drafts, restoring versions, enabling/disabling skills, skill performance, deleting skills, Shopify.
Best practices for writing skills
Topic: AI Agent Skill Best Practices Features: AI Agent, Skills, Intents, Actions, Rules, Test Conversations Questions/Problems: How to effectively write AI Agent skills. Which conversations to prioritize for skill creation. How to format skill instructions for clarity. What limitations skills have. How to test and troubleshoot skill issues. Key Concepts: Clear instructions (WHEN, IF, THEN logic). Resolution for every path. Positive instructions vs. prohibitions. Setting boundaries. Audience naming. Action referencing. Formatting for clarity (bullets, bold, single actions). Skill limitations (e.g., ticket actions via rules, macros). Troubleshooting (trigger, completeness, formatting, actions). Keywords: AI Agent, skill writing, skill creation, AI instructions, AI best practices, Gorgias AI, intents, actions, rules, troubleshooting AI, clear instructions, conversation coverage.
Add your brand's content for AI Agent
Main topic: AI Agent content, Gorgias AI Agent Knowledge Base Features: Guidance, Help center articles, Store website sync, URL sync, Document upload, AI Agent Playground (test conversations) Questions/Problems: How to add/manage content for AI Agent? What content types can AI Agent use? How to ensure AI Agent gives accurate responses? How to test AI Agent's understanding of content? Key concepts: AI Agent, Knowledge, Content sources, Shopify integration, Roles (Owner, Admin, Lead), Content management, Testing, Snippets, Public URLs, Document types.
Manage your product information for AI Agent
Topic: AI Agent Product Information Management Features: AI Agent, Products page, Shopify integration, Custom Product Information Questions/Problems: How to manage product data for AI Agent? How to update product info for AI Agent? How to add custom product details? What info does AI Agent use? How to check if AI Agent uses product data? Who can manage AI Agent products? Keywords: AI Agent, product, information, management, Shopify, custom, update, catalog, store website, owners, admins, leads, data, relevance, recommendations, conversations.
Coach AI Agent and give feedback to improve its responses
Main Topic/Features: Coaching AI Agent, giving feedback, improving AI responses, troubleshooting AI Agent behavior. Key features include the AI Feedback tab, AI Reasoning, and various knowledge sources (Guidance, Help Center articles). Answers: How to improve AI Agent accuracy; how to troubleshoot its responses; how to provide feedback on tickets; how to rate conversation quality; how to review, rate, suggest, create, and edit knowledge sources; how to understand AI Agent's decision-making process. Key Concepts/Keywords: AI Agent, feedback, coaching, troubleshoot, AI Reasoning, knowledge sources, improve responses, ticket review, permissions, Guidance, Help Center.