How to use the Gorgias AI agent to draft replies using help center content

Let's be honest, every support team dreams of making those repetitive questions just… disappear. You know the ones. Answering them over and over eats up time your team could be spending on the tricky issues where a human touch really matters and builds lasting customer relationships.

If you're one of the many stores using Gorgias, their native AI Agent probably seems like the perfect tool to start chipping away at that mountain of "Where is my order?" tickets. And it can be. The AI is designed to learn from the articles in your Gorgias Help Center and draft replies for your agents. It’s a solid first step into the world of support automation.

This guide will walk you through exactly how to set up the Gorgias AI agent to draft replies using help center content. But more importantly, we'll talk about the roadblocks you'll almost certainly hit down the line and how to get around them to build an automation strategy that actually grows with you.

What you need to get started

Before we jump into the setup, let's do a quick check to make sure you have all the pieces in place. It’s not complicated, but getting the foundation right saves a lot of headaches later.

• A Gorgias Account: This one’s a given, but you’ll need an active subscription. The AI Agent is part of their "Automate" add-on, so double-check that your plan includes it.

• A help center that’s actually helpful: Your AI needs something to study. This means having a Gorgias Help Center with a decent collection of well-written, published articles covering the questions you get asked all the time. An empty library won’t teach it much.

• Admin Access: To tweak the settings for the Help Center and the AI Agent, you’ll need to have admin permissions in your Gorgias account.

How to set up the Gorgias AI agent

Getting your Gorgias AI Agent ready to go is a two-part process. First, you need to prep your knowledge base so the AI can make sense of it. Second, you’ll flip the switches to turn the agent on. Let's walk through it together.

Step 1: Build a high-quality help center

First things first: the performance of your AI is a direct reflection of the quality of your help center. Think of it like onboarding a new team member. If you hand them an incomplete or confusing training manual, you can’t really be surprised when they struggle to answer questions correctly. The AI is no different; it can only provide answers based on the information you give it.

If you're starting from scratch, this can feel a bit daunting. Where do you even begin? Gorgias has a helpful AI Library feature that can scan your past tickets to suggest article topics and even help you write them. This is a fantastic way to quickly pinpoint what your customers are asking about most often and build relevant content right out of the gate.

Step 2: Optimize your help center articles

Here’s a crucial detail: AI bots don't "read" like humans do. They scan for keywords, structure, and clarity. To get accurate and helpful responses from your agent, you need to format your content in a way that’s easy for a machine to digest. A little bit of optimization here will pay off big time.

Here are a few tips to get your articles AI-ready:

• Write titles the way your customers talk. Instead of a formal title like "Shipping Policy," try "How long does shipping take?" or "Do you ship internationally?" This makes it much easier for the AI to match an incoming customer question to the right article.

• One topic per article, please. It’s tempting to create a giant "Policies" article that covers returns, exchanges, and warranties all at once. Don't. This confuses the AI, which might pull a paragraph about exchanges when the customer asked about a return. Stick to one distinct topic for each article to ensure the AI can find the exact right answer.

• Keep your info fresh. This sounds obvious, but it’s so easy to forget. If you update your return window or change a product name, you have to update your help center. Set a recurring calendar reminder every quarter to review your articles. An AI armed with outdated information can cause more problems than it solves.

• Link to relevant tools and pages. Don't just tell customers they can track their order; give them the link directly in the article. The AI will then be able to include that link in its drafted reply, making the answer instantly actionable for the customer.

• Avoid telling customers to contact support. Phrases like "for more details, reach out to our team" are dead ends for an AI. The whole point is to provide a complete answer so the customer doesn't have to contact support. Review your articles and remove any language that creates an unnecessary loop back to your team.

Step 3: Turn on the Gorgias AI agent

With your help center polished and ready, it's time to bring your AI to life. Head over to your Gorgias dashboard and find the AI Agent settings, which are typically located in the "Automate" section. Here, you can enable the agent and choose which channels (like email or chat) you want it to be active on.

You’ll also find a "Guidance" feature, which acts as a rulebook for your AI. This is where you can define its personality ("be friendly and professional, but no emojis") or set rules for when it should give up and escalate to a human agent (for example, if a customer mentions the word "refund" three times).

The "Guidance" feature in Gorgias where you can set the personality and rules for the AI agent.

Step 4: Test and monitor the AI agent

Putting an AI to work isn't a "set it and forget it" kind of deal. You have to keep an eye on it to make sure it's actually being helpful and not making a mess of your customer interactions.

Your human agents are the first line of defense. They can review every AI-drafted reply right inside the ticket before it goes out to the customer. This creates a human safety net that’s essential while the AI is learning.

More importantly, your team needs to use the feedback tools. Gorgias has a simple thumbs-up/thumbs-down system for every AI suggestion. Encourage your team to use it relentlessly. Every piece of feedback, good or bad, is a lesson that helps the AI model get smarter and more accurate over time.

Common pitfalls of using the Gorgias AI agent

A clean, well-organized help center is a great starting point. But as your business grows and your support needs become more complex, you’ll quickly discover that relying on a single source of truth creates some serious limitations. Here are the three biggest challenges you’ll likely run into.

Limitation 1: Scattered knowledge sources

The Gorgias AI Agent has blinders on. It really only looks at your Gorgias Help Center. But let's be real, is that where all of your company's important information actually lives? Probably not.

Think about where your best agents go to find answers. They’re digging through detailed process docs in Google Docs, checking technical specs in Confluence, referencing internal SOPs in Notion, and maybe even searching through old Slack threads.

For the Gorgias AI to know any of that stuff, you have to manually copy, paste, and reformat it all into new help center articles. This is a massive, soul-crushing maintenance task. Worse, it’s a recipe for disaster. The moment someone updates the master document in Confluence but forgets the help center article, your AI starts giving out wrong information.

This is where a tool that connects all your knowledge sources can make a huge difference. For instance, eesel AI works with your Gorgias helpdesk but also plugs directly into the other places your information lives. It can read your Google Docs, Confluence spaces, and Notion pages in real-time. The AI gets the full picture without you having to move a single file.

A platform showing connections to various knowledge sources like Gorgias, Confluence, and Google Docs to train an AI.

Limitation 2: The "black box" rollout

While you can test the Gorgias AI on a few questions here and there, it's nearly impossible to know how it will perform across thousands of real, messy, and unpredictable customer conversations before you turn it on. You’re essentially beta-testing on your live customers.

One wrong or weirdly-phrased answer from the AI can erode customer trust in an instant. This creates more work for your team, who now have to apologize and fix the AI's mistake. It’s a high-stakes gamble that can make any support manager nervous.

A much safer way to launch is with a thorough simulation. Tools like eesel AI have a simulation mode that runs the AI against thousands of your past tickets in a completely safe environment. It shows you a data-backed report card: "Here’s how I would have answered, here's the resolution rate I would have achieved, and here are the tickets I would have struggled with." This lets you fine-tune everything before a single customer ever interacts with it, so you can roll it out with confidence.

Simulation mode in an AI tool testing its responses against past customer tickets before deployment.

Limitation 3: Unpredictable pricing

Gorgias's pricing for its AI is often tied to "automated resolutions." This means you pay a fee, typically around $0.90 to $1.00, every time the AI successfully closes a ticket on its own.

On the surface, paying for results sounds fair. But it creates a strange situation where your costs go up as your automation gets better. And when your ticket volume spikes during a promotion or the holiday season, your bill can skyrocket without warning. This makes it incredibly difficult to budget and can feel like you're being penalized for your own success.

A more predictable model is usually better for scaling businesses. For example, eesel AI uses a flat-fee structure based on the number of interactions, with no extra charges per resolution. You know exactly what you’ll be paying each month. This lets you scale your automation up or down without getting a surprise on your invoice.

A view of the Gorgias pricing page, highlighting the cost structure for their AI agent services.

A better way: Use your entire knowledge base

Getting past these limitations doesn't require you to ditch the tools you already use. It's about enhancing your Gorgias setup with a smarter AI that can see the whole picture.

• Connect everything in minutes. You can integrate a tool like eesel AI with your Gorgias account with just a few clicks. There's no complicated setup or weeks of onboarding. You can connect your other knowledge sources like Confluence or Google Docs on your own and see it working right away.

• Create a single source of truth. Instead of being stuck with just one help center, you can give your AI access to everything: your official help articles, your internal process docs, your technical guides, and even the collective wisdom sitting in your past tickets. Finally, your AI has access to the same brainpower as your most seasoned agent.

• Automate with confidence, not anxiety. With a robust simulation mode, you can stop guessing and start knowing how your AI will perform. You can test it on thousands of real-world scenarios, fine-tune its responses, and roll out automation knowing it will provide a high-quality experience from day one.

Go beyond the help center for smarter automation

Using your Gorgias Help Center to train an AI is a great first step. It's a practical way to start deflecting common questions and reducing some of the noise in your inbox.

But the real magic happens when you give your AI access to all of your company's knowledge, no matter where it's stored. By connecting those scattered documents and breaking down information silos with a tool like eesel AI, you don’t just get a higher automation rate. You get the confidence to deploy it safely and the predictable costs you need to scale.

The goal isn't just to automate a few replies. It's to build an intelligent, efficient support system that works with the tools and processes you already have.

Ready to see what your AI can really do?

Curious what would happen if your support AI had access to all your knowledge? Sign up for a free trial of eesel AI and connect it to Gorgias in minutes. You can run a risk-free simulation and see the results for yourself.