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Flows, introduced by Gorgias as an Automation Add-on, enables users to craft tailor-made multi-step pathways for addressing customer inquiries. For instance, users have the ability to construct a flow that can be integrated as a chatbot with Shopify. Within this flow, users can design specific paths that help pinpoint the precise product or issue relevant to their shoppers. Following this, Aissistant can take over, offering enhanced assistance to meet the specific needs of shoppers more effectively.
In this guide, we've created a Shopify store featuring three products: a trash can, a soap pump, and a mirror. Additionally, we set up a flow on Gorgias that allows users to choose from these three products and then detail any problems they have with their selected item. Following this process, a ticket is generated in Gorgias for the user's issue. Aissistant then steps in to manage these tickets, providing automated responses if activated, or drafting responses for manual review otherwise.
Please refer to Gorgias Setup for details.
In this tutorial, we setup a simple store selling trash cans, mirrors and soap pumps.
Link your Shopify store with Gorgias, and proceed to the 'Automate' section to establish a new flow. Here's an example of a basic flow we've designed. It's important to note that we employ the 'Automated answer' feature: once the system outputs an automated message, it then generates a ticket. Aissistant takes over from this point; after a user outlines their issue, Aissistant will automatically respond or prepare a draft based on your configured settings.
Typically, the Gorgias Chatbot follows up its automated response of 'Let me help with your…' with a default reply, 'Sorry to hear that. An agent will get back to you soon.' This can be frustrating. The good news is, we can modify this response. To customize it, first, navigate to your Shopify account. Select 'Online Store', then 'Themes', and click on 'Customize'. On the customization page, click the three dots '...' located at the top left corner, and choose 'Edit code'.
On the code editing page, choose the 'theme.liquid' file and insert the following code near the bottom, just above the </body> tag. In this snippet, we've changed 'sorryToHearThatEmailNotRequired' to 'Please describe your issues.' You can explore more options for chat customization at this link. To apply these changes to your Chatbot, click 'Save' in the top right corner of the page.
<script>
var initGorgiasChatPromise = (window.GorgiasChat) ? window.GorgiasChat.init() : new Promise(function (resolve) { window.addEventListener('gorgias-widget-loaded', function () { resolve();})});
initGorgiasChatPromise.then(function() {
var chatDict = {
clickToRetry: "Click to retry.",
contactFormAskAdditionalMessage: "Would you like to add any more information?",
contactFormAskEmail: "How can we contact you?",
contactFormAskMessage: "Got it! Share any additional details to help us assist you.",
contactFormSSPUnsuccessfulAskAdditionalMessage: "Sorry to hear that! Share any additional details to help us assist you.",
contactFormAskSubject: "What can we help you with?",
contactFormAskSubjectOther: "Please type the subject:",
contactFormEndingMessage: "Thanks for your message, we'll email you soon.",
contactFormEndingMessageWithHelpCenter: "Thanks for your message, we'll email you soon. In the meantime, visit our Help Center!",
contactFormIntro: "Leave a message and we'll email you once we're online.",
conversationTimestampHeaderFormat: "MMMM D",
actionPostbackError: "An error occurred while processing your action. Please try again.",
fetchHistory: "Load more",
fetchingHistory: "Retrieving history...",
invalidFileError: "Only images are supported. Choose a file with a supported extension (jpg, jpeg, png, gif, or bmp).",
leaveAMessage: "Leave A Message",
leaveAnotherMessage: "Leave Another Message",
messageError: "An error occurred while sending your message. Please try again.",
messageIndicatorTitlePlural: "({count}) New messages",
messageIndicatorTitleSingular: "({count}) New message",
messageNotDelivered: "Message not delivered. ",
messageRelativeTimeDay: "{value}d ago",
messageRelativeTimeHour: "{value}h ago",
messageRelativeTimeJustNow: "Just now",
messageRelativeTimeMinute: "{value}m ago",
messageTimestampFormat: "h:mm A",
messageSending: "Sending...",
messageDelivered: "Delivered",
tapToRetry: "Message not delivered. Tap to retry.",
unsupportedMessageType: "Unsupported message type.",
inputPlaceholder: "Type a message...",
emailCapturePlaceholder: "[email protected]",
emailCaptureInputLabel: "Get notified by email",
emailCaptureOnlineTriggerText: "Leave us your email and we will reply soon.",
emailCaptureOnlineThanksText: "Thanks! We'll email you at {email} if you leave.",
emailCaptureOfflineTriggerText: "We're away, leave us your email and we'll respond shortly.",
emailCaptureOfflineThanksText: "Thanks {email}! We'll get back to you shortly.",
emailCaptureRequiredEmailPlaceholder: "Leave your email",
emailCaptureRequiredMessagePlaceholder: "Write your message",
backLabelBackInAMinute: "Back in 1 minute",
backLabelBackInMinutes: "Back in {value} minutes",
backLabelBackInAnHour: "Back in 1 hour",
backLabelBackInHours: "Back in {value} hours",
backLabelBackInDays: "Back in {value} days",
backLabelBackTomorrow: "Back soon",
campaignClickToReply: "Click to reply",
characters: "characters",
poweredBy: "Powered by",
productInformation: "Product information",
productQuestionShort: "Product Question",
shopClosingSoon: "{shopName} is closing in {minutes} minutes.",
shopClosingInAMinute: "{shopName} is closing in 1 minute.",
shopClosingInLessThanAMinute: "{shopName} is closing in less than 1 minute.",
shopClosed: "{shopName} is now closed. Agents might not be available.",
send: "Send",
usualReplyTimeDay: "Typically replies within a day",
usualReplyTimeHours: "Typically replies in a few hours",
usualReplyTimeMinutes: "Typically replies in a few minutes",
backLabelBackAt: "Back online at {time}",
backLabelBackOn: "Back on {weekday}",
emailCaptureTriggerTypicalReplyDay: "We typically reply in a day.",
emailCaptureTriggerTypicalReplyHours: "We typically reply in a few hours.",
emailCaptureTriggerTypicalReplyMinutes: "We typically reply in a few minutes.",
emailCaptureTriggerBackOnlineOn: "We'll be back online on {weekday}",
emailCaptureTriggerBackOnlineAt: "We'll be back online at {time}",
emailCaptureThanksText: "Thanks for reaching out! You'll get replies here and in your email.",
emailCaptureTriggerTextBase: "Leave us your email and we'll get back to you.",
emailCaptureOnlineTriggerTextShortly: "Leave us your email and we'll get back to you shortly.",
introductionText: "How can we help?",
offlineIntroductionText: "We'll be back soon",
subject: "Subject",
thatsAll: "That's all",
headerText: "Gorgias Team",
poweredByGorgias: "Powered by Gorgias",
unsupportedActionType: "Unsupported action type."
}
var sspDict = {
sorryToHearThatEmailNotRequired: "Please describe your issues."
}
window.GORGIAS_CHAT_TEXTS = chatDict
GorgiasChat.updateTexts(chatDict)
GorgiasChat.updateSSPTexts(sspDict)
})
</script>
To test the Chatbot and Aissistant after configuration, open your Shopify store in a New Incognito Window. You may need to input store password to access the latest store. Please also ensure you close all other Incognito windows beforehand. This step guarantees the creation of a new ticket for each test run. Otherwise, conducting multiple tests in the same window would result in all tests being grouped under a single ticket. On the Shopify store page, initiate a conversation with the chatbot and select a product. Once the system displays “Let me help with your …” followed by “Please describe your issues,” you can describe the problem with the product. Aissistant will then consult its knowledge base to provide relevant responses. The following screenshot illustrating communication with the chatbot on Shopify store.
The following screenshot shows the ticket in Gorgias.
