Enabling Gorgias AI CX Agent

If you're using Gorgias as your customer support platform, you can enable Shipped AI Chat Agent to assist your customers via chat. Our AI Chat Agent is able to handle L1 and L2 support tickets and only escalating the issue to your customer support team when needed.

How does it work?

At the opening of each conversation, Shipped AI will be the first to respond and tags the conversation with shipped-ai-intercepted. When a chat conversation is resolved, the ticket will be tagged with shipped-ai-resolved.

If a conversation is escalated to a live agent, it will be tagged with shipped-ai-escalated and will remain open until live agent updates the status.

If a conversation is escalated via email, the conversation will be tagged with shipped-ai-escalated and shipped-ai-resolved, as an email ticket will be created for customer support team to resolve.

If a human agent would like to take over a conversation, manually tag the conversation with shipped-ai-intervened. Once tagged, the AI Agent will stop responding to the conversation. To restart the AI Agent in the conversation, simply remove the shipped-ai-intervened tag.

Instructions

Enable Gorgias Channel

Go to Channels and select “Enable” under Gorgias.
Enter your Gorgias subdomain.
Authorize app permissions when prompted.

Update Gorgias Chat Settings

If you do not have Gorgias chat enabled, please refer to this article to set up Gorgias Chat before proceeding.

In your Gorgias account, go to "Settings" > "Chat".
Click into the appropriate Chat Name, go to "Preferences".
Select “Always live during hours” under “Live Chat”.
Turn off “Enable autoresponder” under “Autoresponder”.
Click “Save Changes”.

In your e-commerce platform, go to the page code where Gorgias chat widget is installed.

Right after the Gorgias code </script>, insert the following code. This code will enable your Gorgias chat widget to be available 24/7, even outside of the business hours, so Shipped AI Agent can respond to your customers.

<script>
    var initGorgiasChatPromise = (window.GorgiasChat) ? window.GorgiasChat.init() : new Promise(function (resolve) { window.addEventListener('gorgias-widget-loaded', function () { resolve();})});

    initGorgiasChatPromise.then(function () {
        GorgiasChat.setCustomBusinessHours({
            timezone: "Australia/Sydney", 
            businessHours: [
                { days: [1, 2, 3, 4, 5, 6, 7], fromTime: "00:00:00", toTime: "23:59:59" }
            ]
        })
    });
</script>

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