Gorgias: messaging features and setup

Overview

In a store context, the same sentence may require different handling depending on the order status. A customer asking to change an address before shipment is in a different situation from one whose order has already shipped. So assess the Shopify data connection together with the brand’s policies. The agent should identify when the data supports an answer and when a human agent is needed. Do not settle for a reply that sounds right but ignores a specific order.

Features

• Shared inbox with customer context
• Shopify data in conversations
• AI agent with brand rules and policies

Business uses

• Answering an order question using store information
• Recommending a suitable product before purchase and handing off exceptions to an agent

Getting started

• Connect a test store and define which questions and actions the agent may handle.
• Create two orders in different states in the test store and ask the same shipping question about each to check whether the agent uses the context.
• Submit a request that falls outside the brand’s policy and check that the agent hands it to a person with the correct order, instead of promising an unapproved action.

What to check

• Check which order actions are available for your store and plan.
• Limit changes, cancellations, and refunds according to the business policy, and review action logs.