Aide drafts from your Gorgias macros

Aide learns which of your Gorgias macros your team uses for which situations and drafts its replies from them, so a draft says what your team would have sent, in your words. There is nothing to set up: no macro to map to a topic, no rules to write.

How it behaves

Your macros come to Aide on their own: when Gorgias is connected, Aide reads your macros every hour, with their reply text, tags, intent and language. They are listed under Macros, marked "From Gorgias".
Gorgias stays the place to edit them: a macro from Gorgias can't be edited or deleted in Aide. Change it in Gorgias and Aide follows within the hour; archive or delete it and Aide stops using it.
Aide's own macro is left out: the "Aide: insert draft" macro Aide adds to Gorgias isn't listed.
Learned from how your team uses them: each time an agent answers with a macro, Aide notes the customer message it answered. From those past conversations, and from similar messages your team answered without the macro, Aide writes a short "when to use it" for each macro.
Only the macros your team uses now: a macro is used in drafts once your team sent it at least five times in the last 90 days, counted by when each reply was sent; calls and messages without text don't count. A macro your team stopped using drops out on its own, and when several fit, the ones your team sent recently count for more than ones it used to send.
Never asks again for what the customer gave: a macro's questions (your size in other brands, a photo, the order number) are left out when the customer already answered them in the conversation, and Aide's check sends a draft back when it asks for one anyway. When what the customer told is enough to answer, the draft answers instead of asking for more because the macro does.
Your macro's terms are your usual case, not facts about this customer: a fee, a return window, who qualifies, a stock or restock line or a sizing rule in a macro describes how your team usually answers. A draft tells a customer one only when their order, the conversation or your help articles show their case is that one; otherwise it leaves it out or states it as your general policy. A customer returning from abroad isn't quoted your domestic return fee, and a macro that gives no restock date isn't taken to mean there is none.
A reference, not a script: when a customer writes, Aide looks at the macros your team sent for similar messages and weighs them alongside your help articles. When one fits, the draft uses it as a reference for how your team answers: it keeps what answers the customer, leaves out what doesn't apply (such as asking for details the customer already gave) and fills in names and details from the conversation. At most one macro per draft, and none when none fits.
"Based on" in the internal note: when a draft used a macro, the internal note with the draft names it ("Based on: Fit 1 Loafers"). That line is never in the reply itself: inserting the draft into the reply box leaves it out.
Macros Aide uses, with a switch each: under Scenarios > Macros, "Macros Aide uses" lists your helpdesk macros with how many past conversations Aide learned each from, the first line of its reply and, under "When Aide uses it", the situation Aide learned it for. Switch a macro off to keep it out of drafts; your agents can still use it in Gorgias. Each macro shows its recent uses next to what Aide learned it from ("Learned from 12 conversations, 8 in the last 90 days"); one with fewer than five past conversations shows "Not enough examples yet", and one sent fewer than five times lately "Not used enough lately".
Past replies count too: Aide can learn from the replies your team sent before Gorgias was connected to it, going back as far as you choose, once the support team runs the import.

For developers

GET /v1/macros/:id returns a gorgias list in actions (one entry per macro argument, such as setResponseText.body_text and addTags.tags), and a macro list item's targets can include gorgias. Gorgias macros are read-only: updating or deleting one answers 422 read_only.
Macros (list and detail) have useInDrafts (boolean, default true), exampleCount (the past agent replies that used it), recentUseCount (those sent in the last 90 days; drafts use the macro from 5) and draftingCondition (string or null, the learned "when to use it"); list items also have replyFirstLine (string or null). PATCH /v1/macros/:id accepts useInDrafts, and it is the one field a synced macro accepts.

All changes