# Gorgias

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## What you can do

* Train your agent on your Gorgias Help Center, macros, and past tickets
* Automatically reply to customer tickets or draft responses
* Tag, assign, close, and create tickets

## Connecting Gorgias

### OAuth (recommended)

Connect your full Gorgias account for tickets, macros, and all actions.

{% stepper %}
{% step %}

### Open the integrations menu

Click the + button on the left sidebar

<figure><img src="https://3732419023-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2xXO0947TYoPIhGoBgSE%2Fuploads%2FiPR6OhcTD93MNJZq8dVT%2FScreenshot%202026-05-01%20at%205.33.04%E2%80%AFpm.png?alt=media&#x26;token=b2eebd74-6ab4-4ea3-9a70-eecf01c04da9" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Select Gorgias

<figure><img src="https://3732419023-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2xXO0947TYoPIhGoBgSE%2Fuploads%2FBJ8zKlZbbRqzxELoMq9E%2FScreenshot%202026-05-01%20at%206.14.03%E2%80%AFpm.png?alt=media&#x26;token=d9d79e03-3337-48f7-ade2-637045890a52" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Click full connection and add your domain

<figure><img src="https://3732419023-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2xXO0947TYoPIhGoBgSE%2Fuploads%2FlHncKTbXQ8An8JVfCEXP%2FScreenshot%202026-05-01%20at%206.14.41%E2%80%AFpm.png?alt=media&#x26;token=e36bf873-89b7-4f85-86ed-fbfc462fdc7a" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

### Quick Start

Enter your Gorgias Help Center URL to start training. No authentication needed — but you won't have access to tickets, macros, or actions.

Simply follow the same instructions as above but select help center only, and add your help center URL to crawl.&#x20;

## Configuring your agent

Your Gorgias sources will be automatically added to your agent once you connect your Gorgias. You can toggle them on and off in the Gorgias menu.&#x20;

This menu (found by clicking Gorgias on the left sidebar) will let you toggle triggers, remove or add Gorgias sources, and enable or disable actions.

<figure><img src="https://3732419023-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2xXO0947TYoPIhGoBgSE%2Fuploads%2FVxoepNFuUMmKKOLIJxH3%2FScreenshot%202026-05-01%20at%206.16.55%E2%80%AFpm.png?alt=media&#x26;token=35510618-051b-446f-b2a1-637146f1d39a" alt=""><figcaption></figcaption></figure>

Learn more about actions and triggers [here](https://docs.eesel.ai/getting-started/instructions-triggers-and-actions).

| Source          | Description                          | Requires             |
| --------------- | ------------------------------------ | -------------------- |
| **Help Center** | Published support articles           | Quick Start or OAuth |
| **Macros**      | Your team's saved response templates | OAuth                |
| **Tickets**     | Past resolved tickets                | OAuth                |

## Triggers

| Trigger                    | Description                                      | Best for         |
| -------------------------- | ------------------------------------------------ | ---------------- |
| **Any Customer Message**   | Fires on any new or updated ticket               | Full automation  |
| **Agent Requests AI Help** | Fires when @eesel is mentioned in internal notes | On-demand assist |

## Actions

| Action                  | Description                                    |
| ----------------------- | ---------------------------------------------- |
| **Leave Public Reply**  | Send a customer-visible reply (HITL available) |
| **Leave Draft Reply**   | Create a draft for your team to review         |
| **Leave Internal Note** | Add a note only your team can see              |
| **Tag Ticket**          | Add tags for categorization                    |
| **Create Ticket**       | Create a new ticket                            |
| **Assign Ticket**       | Assign to a specific agent                     |
| **Close Ticket**        | Mark as resolved                               |

## Tips and best practices

**Pair with Shopify.** Connect your Shopify integration alongside Gorgias so your agent can look up order status, process returns, and check product info while handling tickets.

**Import macros.** If your team has a library of macros, training on them ensures the agent uses your approved messaging.

**Start with draft replies.** E-commerce support often involves order-specific details — review drafts first to ensure accuracy.

## Troubleshooting

**Agent not picking up tickets?**

* Verify the trigger is enabled in Settings > Triggers
* Check Gorgias webhook configuration
* Ensure the OAuth connection is active


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.eesel.ai/integrations/gorgias.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.