What Aide reads
Each Gorgias chat, email, SMS, messaging and contact form integration is an inbox in Aide. One you add in Gorgias shows up at the next sync, or select Sync now. One you remove is switched off in Aide and keeps its settings. Aide also reads your Gorgias users and teams, tags, ticket fields and macros.Where Aide answers itself
Once an inbox’s rollout is past Watch only and Aide replies; Gorgias AI Agent is off here is chosen (see below), Aide answers these itself, for topics set to AI Agent:- Live chat: the answer appears in the shopper’s chat window.
- Email: the reply goes out on the ticket, from your support address.
- Contact forms, help center forms and the chat’s offline messages: these continue by email, so Aide answers them by email.
- SMS, WhatsApp, Messenger, Instagram direct messages, X (Twitter) direct messages and TikTok Shop messages.
- Comments, mentions and reviews on Facebook, Instagram and Yotpo. Aide never answers in public.
Where drafts appear
Under Where drafts go, an inbox offers two places, and you can use both:- Internal note: the draft is an internal note on the ticket. Aide’s handoff notes are internal notes too.
- In Aide’s sidebar card (insert with the Aide macro): the draft sits on Aide’s card beside the ticket, and the “Aide: insert draft” macro puts it in the reply box. See The Aide card and insert-draft macro in Gorgias.
When Aide steps aside
- A teammate has replied. Aide stops answering that ticket and only drafts. Gorgias’s chat greeting, a rule’s automatic reply and the outside-hours answer don’t count as a teammate replying.
- Gorgias AI Agent has the ticket. Aide leaves it alone. When AI Agent hands the ticket over, it goes to your team and stays with them, and Aide drafts a reply for whoever takes it.
Working with Gorgias AI Agent
How Aide works with Gorgias AI Agent, under Replies in the inbox settings, has three choices:- Aide replies; Gorgias AI Agent is off here: Aide answers as far as its rollout allows.
- Gorgias AI Agent first; Aide drafts after its handover: new tickets are left to AI Agent. When it hands one to your team, Aide drafts a reply. Aide never sends.
- Aide drafts only: Aide drafts on every ticket AI Agent isn’t handling, and your team sends.
ai_ignore in the inboxes Aide answers for everyone. Aide keeps the rule’s inbox list up to date and removes the rule when you switch it off. Inboxes in Watch only, on test senders or on a share of conversations aren’t covered, so AI Agent still answers there. If your connection lacks the rules permission, the section asks you to reconnect and lists the steps to add Gorgias’s “Prevent AI Agent from answering” rule yourself.
After Aide replies
Set the status to offers Workspace setting, Leave the status as it is, Open, Waiting on customer and Closed. Waiting on customer closes the ticket in Gorgias with a snooze, so it comes back on its own. Set the length under Snooze for (hours). Quiet period (seconds), from 0 to 600, is how long Aide waits after the customer’s last message, so a question typed in several messages gets one answer.Ticket fields and macros
Your Gorgias ticket fields appear in Aide as conversation fields with a “From Gorgias” badge, and procedure conditions can read them. See Custom fields on conversations and customers. Your Gorgias macros come into Aide read-only, for Aide to draft from. Aide doesn’t apply a Gorgias macro to a ticket. See Macros for Aide, Zendesk and Front.Topics and outcomes on the ticket
Per inbox, Aide can write each ticket’s topic as a tag, into a ticket field such as the contact reason, or both. See Topics and how Aide tags conversations. Under What Aide did, Tag what Aide did addsaide-drafted, aide-replied or aide-handoff for your Gorgias rules and views, and Outcome field writes the same into a ticket field. A value a person set is never overwritten. A tag Gorgias doesn’t have yet is created first.