Every Gorgias ticket now has an Aide card in the sidebar with Aide's draft, the topic and the customer's orders, and an "Aide: insert draft" macro that puts the draft in your reply box to edit and send. No more copying a draft out of an internal note.
How it behaves
- The card: shows what Aide is doing on the ticket (draft ready, replied, handed to your team and why, not reading this inbox), the topic, the draft and its sources, up to three linked orders and any order actions waiting for approval, with a link to the conversation in Aide.
- Insert the draft: apply the "Aide: insert draft" macro and the draft fills the reply box, formatting kept. You edit and send it from Gorgias as yourself. Aide counts the draft as used when you send it.
- Rate it or redraft: "Good draft" and "Bad draft" (with a note) teach Aide; "Redraft" writes a new one, following your instructions if you give any.
- Stop Aide on one ticket: "Stop Aide replying here" leaves the ticket to your team; Aide still drafts.
- Keep the thread clean: under "Where drafts go", choose "In Aide's sidebar card" instead of "Internal note" for an inbox, and Aide stops writing draft notes on those tickets.
- Customers with several tickets: the card says which ticket its draft is for; "Load this ticket's draft" brings up the one you're on.
- Turning it off: a switch on the Gorgias integration page removes the card and the macro, and shows whether each is working in Gorgias.
Also in this change
- Existing Gorgias connections get the card automatically within an hour. The macro needs one more Gorgias permission: reconnect Gorgias once from the integration page to add it.
- If someone deletes the card or the macro in Gorgias, Aide adds it back at its next hourly check. One an admin turns off or archives in Gorgias is left that way and shown on the integration page.
- Updated 2026-10-14: on a ticket from an inbox Aide doesn't read, the card names the inbox and links to where an admin turns it on, and its buttons say why they can't act instead of doing nothing. "Load this ticket's draft" on a ticket Aide never received fetches it from Gorgias.
For developers
GET /v1/integrations/{id}/sidebarreads a helpdesk connection's sidebar card and draft macro as the helpdesk has them now (enabled,card.status,macro.statusandmacro.name,missingScopes);PATCHwith{ "enabled": false }removes both from the helpdesk andtrueadds them back. Gorgias only for now.- Gorgias inboxes offer the
macro_insertdraft surface once the connection has themacros:writepermission.