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Changelog

Aide works in your Gorgias helpdesk

Connect Gorgias and Aide reads every chat, email and messaging integration, answers live chat and email itself once you take an inbox live, and leaves internal notes for your team everywhere else. It steps aside when a person or Gorgias's own AI Agent has the ticket.

How it behaves

  • Every integration is an inbox: each Gorgias chat, email, SMS, messaging and contact form integration appears in Aide with its channel. One you add in Gorgias shows up at the next sync (or Sync now); one you remove is switched off in Aide, with its settings kept. Fixed 2026-10-14: contact forms (listed as "Name (app)") stay on. Before, the hourly sync switched them off and their tickets got no drafts.
  • Starts in shadow: a new connection only watches. Aide decides and drafts what it would do and shows it in the integration's Activity, without writing anything to Gorgias, until you move an inbox to test senders, a share of conversations or everyone.
  • Live chat replies: with a chat inbox live and "Send replies" on, Aide's answer appears in the shopper's chat window while they are still there. Aide waits 10 seconds after the shopper's last message, so a question typed in a few messages gets one answer; other inboxes wait 30.
  • Email replies: Aide replies on the ticket as Gorgias would: from your support address (or the Gorgias user, team or account name you choose for the inbox), with the "Re:" subject and the customer's cc kept.
  • Internal notes everywhere else: on SMS, messaging and social comments, and wherever replies aren't switched on, Aide writes its draft as an internal note on the ticket. Its hand-off notes are internal notes too.
  • Contact forms by email: contact forms, help center forms and the chat's offline messages are answered by email, from your support address.
  • WhatsApp, Messenger, Instagram DMs and SMS: drafts as internal notes for now. Once we have confirmed replies on each, Aide answers them in the same conversation, within 24 hours of the customer's last message and in one message (160 characters on SMS). A reply that would land after that goes to your team as a note instead.
  • Comments and reviews are drafted only: Facebook and Instagram comments, mentions and reviews are never answered in public. Twitter DMs and TikTok Shop messages are drafted too.
  • Calls are read only: Aide still reads phone and Aircall tickets, writes their topics back and runs scenarios on them, but writes no reply or draft.
  • Who's chatting: a chat shopper is the Gorgias customer, with the email Gorgias has for them or, failing that, the one they left in the chat, so test senders and the customer's orders find them. When Gorgias merges two customers, the chat moves to the one that remains. That email is trusted as on a Gorgias email ticket: Aide talks about and changes the customer's orders without asking for an order number first, unlike Aide's own chat.
  • When a person is on it: once a teammate has replied, Aide stops answering that ticket and only drafts. Gorgias's chat greeting, rule auto-replies and outside-hours answers don't count as a person replying.
  • Gorgias AI Agent: a ticket Gorgias's AI Agent is handling is left to it. When the AI Agent hands a ticket over, it goes to your team and stays with them, and Aide leaves your teammate a draft of the answer as an internal note.
  • Working with Gorgias AI Agent: per connection or per inbox, choose how Aide and AI Agent share tickets. "Aide replies; Gorgias AI Agent is off here": Aide answers as its rollout allows. "Gorgias AI Agent first; Aide drafts after its handover": new tickets are left to AI Agent, and when it hands one to your team Aide drafts a reply for whoever takes it, never sending. "Aide drafts only": Aide drafts on every ticket AI Agent isn't handling.
  • Keep AI Agent out of Aide's inboxes: an optional switch on the integration page installs a Gorgias rule that tags tickets in the inboxes Aide answers for everyone ai_ignore, so AI Agent doesn't answer them too. Aide keeps the rule's inbox list in step with your settings and removes it when you switch it off or disconnect. A connection without the rules permission is asked to reconnect, with the steps to install Gorgias's "Prevent AI Agent from answering" rule by hand.
  • After Aide replies: keep the ticket open, close it, or mark it waiting on the customer, which closes it in Gorgias with a snooze so it comes back on its own.
  • Scenarios write back to Gorgias: a scenario's tags, status, internal notes, assignee and ticket fields land on the Gorgias ticket. A tag Gorgias doesn't have yet is created first.
  • Your ticket fields in Aide: Gorgias ticket fields (contact reason, product, resolution and your own) appear on Aide's conversations and in scenario conditions. Fields Gorgias's AI fills in are left alone.
  • Topics and outcomes on the ticket: per inbox, Aide can tag tickets with their topics, tag what it did (aide-drafted, aide-replied, aide-handoff) for your Gorgias rules and views, and write the topic or outcome into a ticket field, choosing which option each topic or outcome sets. A value a teammate already set is kept.
  • Handoffs: when Aide hands a ticket to people it can assign it to a team or a teammate, tag it, and mention the teammates you pick in its hand-off note.
  • Reply as a teammate: pick the Gorgias user Aide's replies come from in the inbox's reply identity.
  • Install from Gorgias: Connect App on Aide's listing in the Gorgias App Store opens Aide with your Gorgias account filled in. Signed in, one click connects it to your workspace (or reconnects it to approve new permissions). New to Aide, you create an account and choose a plan, and Aide brings you back to connect.
  • Reconnect for new permissions: a connection made before these features shows "Reconnect to allow …" on its card. Until you reconnect, Aide keeps writing notes and replies and skips tags, fields and the user and team pickers.
  • A reply Gorgias couldn't deliver is marked failed in the integration's Activity instead of counting as sent.
  • Moving from the previous Aide: the webhook address Gorgias already calls keeps answering as before. If a delivery is missed, Aide catches up from Gorgias within minutes.
  • History: the last 90 days of tickets are imported when you connect, and Aide never answers them.
  • Aide's card in the ticket sidebar: Aide's draft, the topic and the customer's orders beside every ticket, with a macro that inserts the draft in the reply box. See Aide's draft, one click from the Gorgias reply box.

For developers

  • GET /v1/integrations/{id}/teams and GET /v1/integrations/{id}/fields list a connection's synced helpdesk teams and the ticket fields mirrored from it.
  • Inbox settings gain topicsWriteBack.field, outcomeWriteBack (tags, field) and, on handBack, to: "team", teamExternalId and mentions. They apply to every helpdesk that supports the write (Zendesk and Gorgias fields; Zendesk, Front and Gorgias tags and assignment).
  • channel_inbox_settings.capabilities gains fields (read, write) and assignment (users, teams).
  • Inbox settings gain vendorAi (alongside, after_handover); capabilities.media[].vendorAi says where the helpdesk's own AI answers, and after_handover is refused elsewhere.
  • GET / PATCH /v1/integrations/{id}/ai-agent-rule ({ enabled }, owners and admins) read and switch the AI Agent rule: status, ruleId, the inboxes it covers and missingScopes.

All changes

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