PerfectBot handles conversations in Gorgias as the always-on AI agent. It automatically responds to chat and email 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 ticket, saving time and effort for your team.

Resolutions and handovers

PerfectBot will automatically close a ticket if there are no further replies from the customer. Such a ticket is then considered resolved and appears in the "✅ Closed" view.

Chat Channel: Closes 15 minutes after the customer's last reply
Email Channel: Closes 24 hours after the customer's last reply

The AI 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 Recommended or 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 AI bot didn't know the answer.

The customer requested a handover.

Pro tip 👉 If the bot doesn't have enough knowledge to answer a question, it can easily be updated using Gorgias Internal Notes, see here.

Handover Scenarios

Handover typically takes place in two scenarios:

On demand	No knowledge

The customer requests contact with your customer service agent.	The AI agent runs into the knowledge gap and proactively suggests human support.

Handover vs. business hours

The 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.

📧 Email collection
PerfectBot requests an email before handover if the user hasn't provided it yet.

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 bot:

Unassigns itself from the ticket.
Tags the ticket as PerfectBot: Agent Required or PerfectBot: Agent Check Recommended

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 bot on the preview page

Pro tip 👉 By default, PerfectBot transfers tickets as "unassigned". To auto-assign them to a specific team or agents, see here.

PerfectBot Tags:

	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.
	PerfectBot resolved the ticket and closed it automatically.
PerfectBot: Suggested Reply	PerfectBot suggested a reply to an agent in an internal note but did not send it to the customer.

PerfectBot: Do Not Close	Add this tag with a rule to prevent PerfectBot from closing the ticket.

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

Pro tip 👉 Agents can take over a ticket from the AI bot at any time. To add something on top of what the bot already said, assign the ticket to yourself or a teammate and add the "PerfectBot: Agent Required" tag to prevent the bot from replying again.

Returning a ticket to PerfectBot

Agents can return tickets to the AI bot if the chat is ongoing. To do so:

Remove PerfectBot: Agent Required tag
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 AI agent will ignore these tickets.

When PerfectBot Won’t Answer a Ticket:

Someone else is assigned to the ticket (PerfectBot won’t step in if a human is handling it).
The ticket has one of these tags:
- "PerfectBot: Agent Required" (A human needs to handle it).
- "PerfectBot: Not Involved" (PerfectBot shouldn’t be involved).

When PerfectBot Will Answer a Ticket:

It’s connected to the channel where the ticket came from.
The ticket is either unassigned or assigned to PerfectBot.
The ticket doesn’t have the special tags:
- "PerfectBot: Agent Required"
- "PerfectBot: Not Involved"

Extra settings

Stopping the AI bot from closing tickets

If you don’t want PerfectBot to close resolved tickets automatically (for future audits), set up a rule in Gorgias to add the PerfectBot: Do Not Close tag to every new ticket.

Auto-assigning tickets from the AI agent 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

✋ Important: Use correct names for the Message Integration and Assign Team fields.