This guide provides an overview of how tickets are handled in Gorgias when using the Cavalry AI Agent. You’ll learn what tags to look for, how tickets move through different stages, and best practices for managing AI-handled conversations.

Conversation Handling Flow Overview

Conversation Handling in Detail

1. Ticket Intercepted

When the AI intercepts a ticket, it adds the tag shipped-ai-intercepted and sets the ticket to Closed each time it responds.

2. Ticket Resolved

When the AI determines the issue is resolved, the ticket will be tagged shipped-ai-resolved.

This can happen in two ways:

• The AI proactively ends the conversation (e.g. customer says they don’t need more help).

• The ticket is idle with no activity for the specified auto-end period configured.

  Idle default auto-end periods, which can be adjusted in the Platform Settings:

  • Synchronous conversations (e.g. chat) = 15 minutes

  • Asynchronous conversations (e.g. email, sms) = 3 days

3. Ticket Escalated

If the AI cannot resolve the issue, it escalates the ticket.

What happens:

• The ticket is tagged shipped-ai-escalated.

• Status changes to Open.

• The AI agent is unassigned from the ticket.

• An internal note is added with a summary of the conversation.

4. Manual Intervention

If you need to take over an active AI conversation:

1. Open the AI-handled ticket.

2. Add the tag shipped-ai-intervened.

3. Reply to the customer directly.

5. Ticket Fields

The AI has the ability to complete ticket field with the following in mind.

• Only required field on Gorgias will be completed by the AI. Optional or Conditional fields will not be completed.

• When a ticket is escalated, the human agent is responsible for completing the ticket fields.

If you'd like to have the AI to completed optional or conditional fields, you can do one of the following:

• Make the fields required on Gorgias, including an option for "N/A"

• Add the fields as a required field in Merchant Admin, Gorgias integration settings.

Special Cases

Resolved in Another Channel

If the customer’s issue was resolved elsewhere (e.g., chat or phone):

1. Open the AI-handled ticket.

2. Add the tag shipped-ai-intervened.

3. Manually close the ticket.

Merging AI & Human Tickets

If there are duplicate tickets (one handled by AI, one by a human):

1. Open the AI-handled ticket.

2. Add the tag shipped-ai-intervened.

3. Merge the AI ticket into the human-handled ticket.

Viewing AI Tickets

We recommend creating filtered views to track AI-handled tickets.

To create a view for AI-intercepted tickets:

1. In Gorgias, go to Views in the left menu.

2. Click Create View.

3. Add a filter for Tags.

4. Select contains all of.

5. Enter shipped-ai-intercepted.

6. Save the view.

👉 Repeat the same steps with other tags to create views for:

• Escalated tickets (shipped-ai-escalated)

• Resolved tickets (shipped-ai-resolved)

Feedback Collection

Submitting feedback helps refine the AI’s performance.

To submit feedback on a ticket:

1. Open the ticket in Gorgias.

2. Add an internal note mentioning the AI agent (e.g., @Duke Feedback: The AI didn’t provide the right policy info.).

3. Save the ticket — Cavalry receives the feedback automatically.

To track submitted feedback:

1. Go to Merchant Admin > Agent Feedback.

2. Review the list of submitted feedback.

3. Click into an entry to see:

   • The feedback details

   • Any discussion or notes

   • Current status (open, in review, resolved)

AI-Related Tags

• shipped-ai-intercepted: AI is actively handling the ticket.

• shipped-ai-resolved: Ticket resolved by the AI.

• shipped-ai-intervened: A human agent has taken over; AI will no longer respond.

• shipped-ai-escalated: Ticket escalated to a human agent.

• shipped-ai-failed-kb-search: AI could not find a relevant knowledge base article (useful for spotting content gaps).

If you have any questions about the flow or need any assistance, please contact support@cavalry.ai.