eesel AI instantly plugs into your Gorgias, learns from your past tickets, macros, help center and more, and seamlessly joins in like a new teammate.
Training your AI with Gorgias
Help center
For public help centers:
Choose the bot, or create a new bot, to connect with your help center.
Click the integrations menu on the sidebar.
Click Gorgias.
Click "Setup integration".
Enter you help center URL and click "Start crawling"
The bot will then crawl your help center and start adding links to your bot to use as knowledge within minutes.
Macros
When you connect your Gorgias domain to your eesel AI bot, it will automatically index your macros and add them to your AI bot.
Go to your eesel dashboard and unfurl the Gorgias integration on the left sidebar
Click Sources
Click Macros
Set them live or as drafts to enable or disable them.
Click re-sync to update them after any changes in Gorgias.
Past tickets
Training on past tickets requires you to connect your Gorgias domain to the bot you want to train. Once that's done, click on your Gorgias integration on the left sidebar > Click 'Sources' > 'Past tickets'.
We recommend filtering your tickets using the query in order to get the best quality results.
Restricted Help Center
Install our browser extension
Open up the tabs you want to train the AI with
Click 'Add sources' > 'Add all tabs in browser'.
On a paid plan, reach out to us through support and we can automatically crawl and update your restricted help center.
Create a Gorgias AI Agent
eesel can automate your frontline support as an AI agent inside Gorgias. You can have it leave internal notes, automatically reply, and triage tickets.
Once your AI has been trained and customized, it's time to link your Gorgias domain to your AI bot.
To set up eesel as an AI agent inside Gorgias, see our AI Agent guide.
Create a Gorgias AI Copilot
Check out our setup guide for using AI Copilot in your Gorgias.
eesel AI can act as an AI copilot for your Gorgias by using our browser extension.
The AI can automatically pick up on the content of a ticket, and generate a response based on the knowledge it has access to.
You can use the browser extension to select the bot you want to use for its answer, and then draft a response and chat with the bot to edit before you paste is as a reply.
Gorgias Actions
Once you've trained the bot and integrated it with your Gorgias, it's important to customize it and add actions so that you can get the most out of your AI and automate manual tasks.
The following are Gorgias specific actions. You can use them in combination with other actions on different platforms as well.
Tag conversation
gorgias_tag_ticket
Purpose: Applies tags to a ticket in the Gorgias helpdesk system.
Key Params:tags: List[str]
When/How to Use: Use this for categorizing Gorgias tickets based on conversation topics or resolution types. You must provide the tags as a list of strings. The ticket ID for the current conversation is automatically available.
Example Prompt Instruction:
Upon successfully resolving a user's issue related to shipping, call gorgias_tag_ticket with the parameter tags=['shipping', 'resolved-by-ai']. If the user was asking about a specific product, also include a product tag, e.g., tags=['shipping', 'resolved-by-ai', 'product-X'].
When/How to Use: Use this when a user's request requires creating a brand new ticket in Gorgias, possibly for a new inquiry identified in a chat or social media interaction that needs formal tracking. You must gather the subject, description, and email of the requester, and specify the to email address of the Gorgias mailbox where the ticket should be created. Other parameters like priority or custom fields can be set based on context.
Example Prompt Instruction:
If a user submits feedback via a channel that doesn't automatically create a ticket (like an in-app message you handle conversationally), and the feedback needs formal tracking, offer to create a ticket. If accepted, collect the feedback subject, detailed description, and user's email. Call gorgias_create_ticket with the collected info, setting to='[email protected]'. You can also set priority='low' for general feedback.
Leave internal note
gorgias_leave_internal_note
Purpose: Leaves an internal note on the ticket.
Key Params: note: str
When/How to Use: Use this action to leave internal notes on conversations in Gorgias. Describe what you want the internal note to be - this could be a draft reply for your agents to pick up, a translation of the user message and so on.
Example Prompt Instruction:
If you escalate a conversation to a human agent, or if you need to summarize the AI's actions for the next agent, call gorgias_leave_internal_note. The note parameter should contain the summary. For urgent escalations that need specific attention, you can also include notify_emails=['[email protected]', '[email protected]'] to alert specific team members.
Assign ticket (escalation)
gorgias_assign_ticket
Purpose: Assigns a ticket to a specific user in the Gorgias helpdesk system.
Key Params:assignee_id: int
When/How to Use: Use this to route the current Gorgias ticket to a specific agent or team member identified by their user ID. The ticket ID is automatically available.
Example Prompt Instruction:
If the user's query requires a human agent for a complex return request, inform them you are escalating to the returns specialist and call gorgias_assign_ticket. Set the assignee_id parameter to the integer ID of the returns specialist, e.g., assignee_id=67890.
