How to use Gorgias AI with help center content: 2025 guide

If you’re on a support team, you know the feeling of being buried under a mountain of repetitive tickets. AI promises to be the solution, drafting answers to common questions so your team can handle the trickier stuff. But getting it to actually work the way you want it to can be a real headache.

This guide will show you exactly how to get Gorgias AI to draft personalized responses using help center content. We’ll cover the standard setup using Gorgias's built-in AI Agent. Then, we’ll get into the good stuff: how to work around its limitations by connecting all your company knowledge to get drafts that are consistently accurate and helpful.

What you'll need to get started

Before you jump in, you’ll need to have a few things ready.

For the standard Gorgias method:

• A Gorgias account that includes their Automate product (which has the AI Agent).

• An active Gorgias Help Center with published articles.

• Access to your Shopify store so the AI can pull order-specific details.

And for a setup that's a lot more powerful:

• An AI tool that connects to all your knowledge sources, not just the Gorgias Help Center. Think of your internal wikis in Google Docs, Notion, or Confluence.

A step-by-step guide

Let's walk through getting Gorgias's built-in AI up and running.

Step 1: Prepare your help center content

Your AI's responses are only as good as the information you give it. If your help center is a chaotic mess of outdated articles, your AI drafts will be too. It’s a classic case of "garbage in, garbage out." Before you even think about turning the AI on, you need to make sure your content is set up for success.

Here are a few tips to get your help center in shape:

• Stick to one question per article. You might be tempted to lump everything into a giant "Shipping FAQ," but that just confuses the AI. It's much better to break things down. Create one article for "How do I track my order?" and a separate one for "What is your return policy?"

• Use clear and simple language. Write like you're talking to a customer, not a colleague. Ditch the internal jargon and technical terms that might not make sense to the AI or your customers.

• Keep your content fresh. An AI that’s trained on outdated info is going to give wrong answers. Get into the habit of reviewing your articles regularly, especially for things like return windows, shipping prices, or special promotions.

• Double-check your links. Make sure any links to your returns portal, tracking pages, or product pages actually work. A broken link is a dead end for both your customers and the AI.

Step 2: Connect your knowledge sources (and understand the limits)

Gorgias's AI Agent is designed to learn from one main place: your Gorgias Help Center. Once your articles are in good shape, the AI can start using that info to draft responses.

But here’s the catch you'll likely run into. The Gorgias AI is built to stay within its own world. It can't just go and read all the info you have stored elsewhere. If your team’s single source of truth is a folder of carefully written Google Docs, a detailed product wiki in Confluence, or your company playbook in Notion, you've got a problem. This creates a huge knowledge gap, leaving you with two not-so-great options: either spend ages migrating everything into the Gorgias Help Center or just accept that your AI is flying blind.

An infographic showing how eesel AI can connect to various knowledge sources, a key step for Gorgias AI to draft personalized responses using help center content.

Step 3: Configure Gorgias AI

After you’ve prepped your help center, the setup in the Gorgias Automate dashboard is pretty simple. You can turn on the AI Agent for different channels, like email or live chat.

This is also where you can give the AI some "Guidance." This feature lets you define its tone of voice (like "friendly and helpful" or "professional and concise") and set a few ground rules for its behavior. This gives you some basic control over how the AI presents the information it finds.

Step 4: Test your setup

You definitely don't want to turn this on for live customers without testing it first. Gorgias gives you a way to type in a sample customer question and see what kind of response the AI comes up with based on your help center.

This is good for catching obvious mistakes, like if the AI pulls your old 15-day return policy instead of your current 30-day one. But here’s the thing: testing one question at a time doesn't really show you how the AI will handle the thousands of unique, real-world tickets that come in. You’re essentially spot-checking, not stress-testing.

A screenshot of the eesel AI simulation feature, which allows for thorough testing before using Gorgias AI to draft personalized responses using help center content live.

Step 5: Unify your knowledge and test properly with eesel AI

If the limitations in steps 2 and 4 sound familiar, you’re not alone. This is usually the point where teams realize they need a tool that works with their existing knowledge, instead of making them move everything.

This is where a platform like eesel AI comes in. It’s designed to connect directly to your helpdesk, like Gorgias, and make it much smarter.

Bring all your knowledge together

Instead of being stuck with just one help center, eesel AI lets you connect everything. You can plug in your Google Docs, Confluence, Notion, and even your past Gorgias ticket history. This means the AI can see the full picture of your business, your policies, and how your top agents solve problems. It also learns your brand voice from thousands of your past conversations, so its drafts sound like your team from day one, no complex prompting required.

Test with real confidence

Remember how Gorgias only lets you test one question at a time? eesel AI has a simulation mode that makes a huge difference. You can run the AI over thousands of your past tickets in a safe environment. This gives you a data-backed forecast of your automation rate and shows you exactly where your knowledge gaps are before a single customer is affected.

Get going in minutes

The best part is that this isn't some massive project that will take months to set up. eesel AI is built so you can set it up yourself. You can sign up, connect your Gorgias account and knowledge sources with a few clicks, and run your first simulation in minutes, all without having to sit through a demo or talk to a salesperson.

Common mistakes to avoid

When you first start using AI, it’s easy to stumble into a few common traps. Here’s what to look out for.

Mistake 1: Assuming the AI can find all your scattered docs

Many teams have their most important info spread across Google Docs, internal wikis, and random spreadsheets. A common pitfall is just assuming a built-in tool like Gorgias's AI can access it all. When you only rely on the articles you’ve moved into the Gorgias Help Center, you’re setting your AI up to deliver incomplete and sometimes just plain wrong answers.

The fix: Use a tool like eesel AI that was specifically built to connect to all your scattered knowledge sources, no matter where they are.

Mistake 2: Not having a safe way to see how it'll perform live

Turning on an AI without a clear idea of how it'll perform is a bit of a gamble. A few quick tests might catch big problems, but they won't prepare you for the sheer variety of real customer questions. This can quickly lead to a bad customer experience and damage trust.

The fix: Take advantage of eesel AI's simulation mode. By testing the AI on thousands of your actual past tickets, you get a clear report on how it’s expected to perform and can fix any issues before it ever interacts with a customer.

An analytics view of eesel AI's simulation results, an important step when setting up Gorgias AI to draft personalized responses using help center content.

Mistake 3: Getting hit with unpredictable, per-ticket pricing

This is a big one. Gorgias's AI pricing model charges you for each "automated resolution," which works out to about $0.90 per ticket on their annual plans. This means that as your AI gets smarter and handles more tickets, your bill actually goes up. It's a model that penalizes you for success and makes your monthly costs hard to predict.

The fix: Look for a tool with straightforward pricing. eesel AI offers simple plans based on the features you need, not per-resolution fees. This way, you’re never surprised by a huge bill after a busy month.

A screenshot of the eesel AI pricing page, which highlights a different approach to pricing when considering Gorgias AI to draft personalized responses using help center content.

Go beyond basic drafts and automate your support

Using Gorgias AI to draft personalized responses from help center content is a decent first step into support automation. But it’s a step that’s held back by its inability to tap into your complete knowledge base.

Real automation comes from an AI that can bring together all your knowledge, from internal wikis to the history of your past tickets. It comes from a system that lets you test with confidence and has a pricing model that doesn't punish you for doing well.

For any support team on Gorgias looking for more power and control over their AI without the unpredictable costs, eesel AI is worth a look.

Ready to connect all your knowledge and see what your AI can really do? Start your eesel AI free trial and see how it performs on your past tickets in just a few minutes.