PerfectBot handles conversations in the Gorgias chatbox as the always-on agent. It automatically responds to chat tickets.
Complex queries are directed to human support teams. This ensures customers always receive the best experience. PerfectBot collects key customer details before transferring the chat, saving time and effort for your team.
Resolutions and handovers
PerfectBot will automatically close a ticket 15 minutes after an answer is provided if there are no further replies from the customer. Such a ticket is then considered resolved and appears in the "✅ Closed" view.
The bot successfully resolved the ticket.
The tickets are not closed automatically if:
The bot didn't know the answer to the customer's question,
Or the customer asked for a handover.
In these conversations, PerfectBot:
Adds the tag
PerfectBot: Agent Check Recommendedor
PerfectBot: Agent Required,
Keeps the ticket open,
Unassigns the ticket by default, or assigns it to a specified team/agent (this requires a specific setup).
These tickets are considered unresolved and show up in the "🙋♂️ Agent Required" view.
The bot didn't know the answer.
The customer requested a handover.
Handover typically takes place in two scenarios:
The customer requests contact with your customer service agent.
The AI bot runs into the knowledge gap and proactively suggests human support.
Handover vs. business hours
The AI bot can identify if customer service agents are available to handle complex cases. It adjusts handover messages based on their availability, managing customer expectations about response time.
During business hours
Outside business hours
At least one agent is available in Gorgias
No agents are available in Gorgias.
Viewing tickets that need agent assistance 🙋♂️
When PerfectBot cannot resolve a ticket, or detects user frustration, it transfers the ticket to a human agent. During handover, the AI bot:
Unassigns itself from the ticket.
Tags the ticket as
PerfectBot: Agent Requiredor
PerfectBot: Agent Required
These tickets appear in the '🙋♂️Agent required' view for agents to take over.
PerfectBot Tickets Views:
✅ Closed - tickets closed by PerfectBot
🙋♂️ Agent required - tickets that need agent assistance;
🖐 Open - tickets still open and assigned to PerfectBot
👁🗨 Preview - tickets from testing the AI bot on the preview page
PerfectBot detected that the user requested assistance.
PerfectBot suggests a review of the ticket.
PerfectBot handled the ticket.
PerfectBot is not involved as the ticket has already been handled by Gorgias Rule, Flow, or Macro ("Gorgias Bot"). Learn more here.
Taking over the tickets that need agent assistance 🙋♂️
To take an escalated ticket:
1. Go to the '🙋♂️ Agent required' folder
2. Assign the ticket to yourself or a team member and start replying
Returning a ticket to PerfectBot
Agents can return tickets to the AI bot if the chat is ongoing. To do so:
PerfectBot: Agent Requiredtag
Reassign the ticket to PerfectBot.
Preventing the AI Bot from responding to a specific ticket
To stop the AI bot from responding to a ticket, add the
PerfectBot: Not Involved tag. The bot will ignore these tickets.
Auto-assigning tickets from the AI bot to team members
By default, the AI bot transfers the tickets to the "unassigned" pool. You can set tickets to be automatically assigned to a team or specific members. This requires Gorgias settings:
Create the team including all members eligible to handle the tickets. The team must exclude PerfectBot
Create the Gorgias Rule 👇
Enable the Ticket Auto-assignment feature in Gorgias