The Gorgias Copilot Widget

The Gorgias Copilot Widget is a feature designed to empower your human agents by integrating generative AI into their responses. This comes in handy when messages aren't automated by Siena due to a lack of existing automation. Instead of crafting an entire response, your agents can feed some context into the widget, and voila! In seconds, they'll have a well-crafted response ready to be sent to your customers.

So how can you activate or deactivate the widget? It's simple:

1. Navigate to your Gorgias settings in Siena, located under the Channels tab.
2. Click on Gorgias, select your connected account, or tap Settings and then toggle the Agent Copilot Widget.

Once you open a ticket in Gorgias, you'll spot the copilot widget on the right panel. If it's not visible, try switching the feature off and on again in your Siena settings.

Now, let's look at the buttons in the widget. The Draft Reply button allows you to add context and instructions, which will form the basis for the response. Remember, Siena also pulls context from previous messages in the thread. After you're done, hit the Execute button. The response will appear as an internal note for review before sending it to the customer. Plus, these responses are not counted towards your billable tickets in Gorgias or your automation cap in Siena, meaning your team can generate unlimited responses!

Next to the Draft Reply button, you'll find the Summarize button, a lifesaver for tickets with lengthy threads. The summary will encapsulate customer topics, concerns, sentiment analysis, and next actions. All responses generated from the widget can be tracked on your main Siena dashboard. Just hover your mouse over Automated conversations.

At the bottom, you'll find the Open Conversation in Siena link, which allows you to open the ticket directly in the Siena inbox for checking logs or troubleshooting responses. The Improve Copilot link is there for you to provide feedback or suggestions for the feature.

Have any questions? Please feel free to browse our FAQ page here.

And that's it! If you have any further questions, don't hesitate to reach out to our support team. We're always here to help!