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A Guide to Seamless Bot-Agent Cooperation
A Guide to Seamless Bot-Agent Cooperation
Justine avatar
Written by Justine
Updated over a week ago

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 "βœ… 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 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 "πŸ™‹β€β™‚οΈ Agent Required" view.

The bot didn't know the answer.

The customer requested a handover.

Pro tip πŸ‘‰ 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 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.

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

Viewing tickets that need agent assistance πŸ™‹β€β™‚οΈ

When PerfectBot cannot resolve a ticket, or detects user frustration, it transfers the ticket to a human agent. During handover, the AI bot:

  1. Unassigns itself from the ticket.

  2. Tags the ticket as PerfectBot: Agent Required or PerfectBot: Agent Required

These tickets appear in the 'πŸ™‹β€β™‚οΈAgent required' view for agents to take over.

PerfectBot Tickets Views:

  • βœ… Closed - tickets closed by PerfectBot

  • πŸ™‹β€β™‚οΈ Agent required - tickets that need agent assistance;

  • πŸ– Open - tickets still open and assigned to PerfectBot

  • πŸ‘β€πŸ—¨ Preview - tickets from testing the AI bot on the preview page

Pro tip πŸ‘‰ 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.

Taking over the tickets that need agent assistance πŸ™‹β€β™‚οΈ

To take an escalated ticket:

1. Go to the 'πŸ™‹β€β™‚οΈ Agent required' folder

2. Assign the ticket to yourself or a team member and start replying

Pro tip πŸ‘‰ Agents can take over a ticket from the AI bot anytime. To add something on top of what the bot had already said assign the ticket to yourself or a teammate.

Returning a ticket to PerfectBot

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

  1. Remove PerfectBot: Agent Required tag

  2. Reassign the ticket to PerfectBot.

βœ‹ Important: Keep in mind that the AI bot is only able to respond to the Chat tickets.

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.

Extra settings

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:

  1. Create the team including all members eligible to handle the tickets. The team must exclude PerfectBot

  2. Create the Gorgias Rule πŸ‘‡

  3. Enable the Ticket Auto-assignment feature in Gorgias

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

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