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Every Gorgias ticket has an Aide card in the sidebar with Aide’s draft, the topic and the customer’s orders, plus an “Aide: insert draft” macro that puts the draft in your reply box to edit and send.

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The card

The card shows:
  • what Aide is doing on the ticket: draft ready, replied, handed to your team and why, or not reading this inbox,
  • the topic, the draft and its sources,
  • up to three linked orders and any order actions waiting for approval,
  • a link to the conversation in Aide.

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Use the draft

Apply the “Aide: insert draft” macro and the draft fills the reply box with its formatting. Edit it and send it from Gorgias as yourself. Aide counts the draft as used when you send it. Any blank Aide left for you to fill in is marked so you can’t miss it; see Drafts leave blanks for your team to fill in.

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Buttons on the card

  • Good draft and Bad draft (with a note on what was wrong) teach Aide.
  • Redraft writes a new draft, following your instructions if you give any.
  • Stop Aide replying here leaves the ticket to your team. Aide still drafts.
  • Load this ticket’s draft brings up the draft for the ticket you’re on, when the customer has several tickets.
On a ticket from an inbox Aide doesn’t read, the card names the inbox and links to where an admin turns it on.

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Keep drafts out of the thread

By default Aide also writes each draft as an internal note. To stop that, open Integrations > Gorgias and, in the inbox’s settings, set “Where drafts go” to “In Aide’s sidebar card (insert with the Aide macro)”.

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Turn the card on or off

On the Gorgias integration page, “Sidebar card and macro” has a switch to show or remove Aide’s card, and shows whether the card and macro are working in Gorgias. If the macro needs a permission your connection doesn’t have yet, reconnect Gorgias once from the same page. If someone deletes the card or macro in Gorgias, Aide adds it back within the hour. One an admin turns off or archives in Gorgias is left that way and shown on the integration page.