Gorgias Smart Reply Copilot

Support agents spend too long reading every ticket and crafting responses from scratch. This copilot monitors new Gorgias tickets, classifies the customer's intent and urgency, extracts key details like order number and product issue, then drafts a context-aware reply for the agent to review and send. You handle tickets faster with consistent, accurate drafts.

Category: Customer Service

How it works

1. A new Gorgias ticket arrives from a customer via email or chat.
2. The copilot analyzes the message to classify intent (question, return, complaint) and urgency (high, medium, low).
3. It extracts order number, product name, and issue summary from the ticket content.
4. A personalized reply is drafted and presented to the agent for review and approval.

Key benefits

• Respond to customers faster with pre-drafted replies that match their intent.
• Reduce manual triage time by automatically sorting tickets by urgency and type.
• Ensure consistent brand tone across all replies without rewriting each one.
• Keep full control — every draft is reviewed by a human before sending.

Use cases

• E-commerce support teams handling high volumes of order and return tickets.
• Small businesses using Gorgias to manage customer inquiries without extra staff.
• Customer service managers who want faster response times without sacrificing quality.

Works with Gorgias

This assistant connects to Gorgias once — no code required. It is not a plain field-copy integration: as data moves, the AI adds a real decision step (classify, extract, prioritize, draft), and a human approves before anything is sent to Gorgias.

Frequently asked questions

How does the Gorgias Smart Reply Copilot work?

It watches for new Gorgias tickets, classifies the message intent and urgency, extracts order and product details, then drafts a reply for you to review and send.

Do I need to write any code to set it up?

No. Just connect your Gorgias account once and the copilot is ready to use — no coding required.

Does it send replies automatically?

No. It only drafts replies for you to review. A human agent must approve every message before it is sent to the customer.

Which Gorgias features does it use?

It reads new tickets and can create or update customer records in Gorgias, but only when you approve.

Can it handle different types of customer issues?

Yes. It classifies intents like questions, returns, and complaints, and adjusts urgency so you prioritize the right tickets first.