Gorgias Prompts

Write a Gorgias agent copilot reply for ticket [TICKET_ID] from [CUSTOMER_NAME] about a damaged item in order [ORDER_ID] for [COMPANY]. Draft a warm email under 120 words that confirms the refund or replacement policy, references the Shopify order data shown in the ticket, and offers a choice between refund and reshipment. Keep the tone friendly and do not promise a timeline you cannot verify.

Tune the Gorgias help center article library for [COMPANY] so the AI Agent answers return and refund questions correctly. Rewrite the top 5 FAQ articles in plain language, each with a clear title, one answer paragraph, and 3 related links. Flag any policy that contradicts the current [RETURNS_POLICY] and propose the corrected wording for each mismatch you find.

Draft three Gorgias chat flow messages for [COMPANY] that deflect [INTENT_NAME] tickets such as where is my order. Message 1 asks for the order number, message 2 pulls Shopify tracking data and states the delivery window, message 3 offers human handoff if the tracking shows a problem. Keep each message under 40 words and conversational.

Design a Gorgias rules engine setup for [COMPANY] that routes tickets by intent. Rule 1: tag and route VIP customers (lifetime value over [VIP_THRESHOLD]) to the senior queue. Rule 2: auto-tag shipping complaints and assign to the logistics team. Rule 3: send CSAT surveys 24 hours after refund tickets close. List each rule with its trigger condition and action.

Create a Gorgias QA scorecard for [COMPANY] agents covering 8 criteria: greeting, product knowledge, use of Shopify order data, macro accuracy, tone, resolution completeness, follow-up, and CSAT outcome. Score each 1 to 5, weight resolution and tone double, and set the passing score at [PASS_SCORE]. Include one example of what excellent looks like per criterion.

Write a CSAT recovery email for [COMPANY] when ticket [TICKET_ID] from [CUSTOMER_NAME] receives a 1 or 2 star rating. Acknowledge the poor experience in 2 sentences, apologize once without excuses, summarize what the agent did wrong based on the ticket notes, and offer one concrete fix plus a [DISCOUNT_CODE] as goodwill. Under 100 words, plain tone.

Write five Gorgias macros for [COMPANY]: order status, refund initiated, address change confirmation, product sizing help, and subscription pause. Each macro under 80 words with placeholders for agent name, order number, and Shopify links. Make each answer self-contained so it resolves the ticket without extra back and forth.

Build a weekly Gorgias analytics report template for [COMPANY]. Track: total tickets, AI Agent deflection rate, first response time, resolution time, CSAT, top 5 tags, and revenue attributed to support chats. For each metric add a one-line definition and a target benchmark for a store doing [MONTHLY_ORDER_VOLUME] orders per month.

List 15 training intents to feed the Gorgias AI Agent for [COMPANY], each with 3 example customer phrases: WISMO, return request, refund status, size exchange, discount code issue, damaged item, address change, subscription cancel, pre-purchase product question, and 6 more store-specific intents. For each intent note whether the AI should auto-resolve or hand off to a human.

Create a 30-60-90 day onboarding playbook for a new Gorgias support agent at [COMPANY]. Days 1-30: learn macros, Shopify data panel, and ticket tags with a buddy. Days 31-60: handle [TARGET_TICKETS_PER_DAY] tickets per day with QA review. Days 61-90: own CSAT recovery and propose one new automation rule. Include weekly check-in questions for the manager.