Activating your AI Agent in Gorgias

Now that Gorgias is connected, you need to route tickets to the AI team and configure your Engaige Agent to pick them up, either in Autonomous or Agent Assist mode.

Step 1: Create the Routing Rule in Gorgias

First, you must tell Gorgias which tickets should be processed by the AI. We do this by creating a Rule that assigns specific tickets to the AI Agent Team (which was automatically created during setup).

1. In Gorgias, go to Settings -> Ticket Management -> Rules.

2. Click Create Rule.

3. Scroll down and click on Create Custom Rule.

4. Name it something similar to Assign to Engaige Team.

5. Set the Rule conditions as the screenshot below.

   1. You can also select other ticket channels than "Email" if you'd like the AI agent to pick up tickets on other channels.

Any new ticket coming from your selected channels will now be instantly assigned to your AI Agent for processing.

Step 2: Configure Triggers in Engaige

Now that tickets are landing in the right team, you must tell your specific Engaige AI Agent to listen to that team.

1. Go to AI Agents in Engaige and click on your existing Agent.

2. Click on the Triggers tab.

3. At Support Queue, select the team you used in the rule above (e.g., Engaige Agent Team).

   • This tells the AI: "Watch this team. When a ticket arrives here, answer it."

4. Click Save.

Step 3: Configure Handover Settings for Autonomous agent

If the autonomous AI agent cannot answer a question (e.g., no policy matches), it needs to know where to send the ticket for a human to review.

1. In the same Agent screen, click on the Handover tab.

2. Under "Handover Team", select the specific Gorgias team where human agents work (e.g., Support Team or CS General).

3. Click Save.

Success! Your integration is live. New tickets matching your rule will move to the AI team, the Agent will process them, and if it gets stuck, it will move them to your Handover team.