A working chatbot deflects 20 to 40 percent of repetitive tickets, freeing your support team for complex cases. A bad chatbot creates customer frustration that ends up in your queue anyway, just angrier. This SOP separates the two outcomes.
Gorgias chatbot setup looks deceptively simple, click a few intents and turn it on. The brands getting real deflection do four things differently: tight intent scope, clear handoff triggers, proactive escalation on emotion signals, and weekly performance review.
Pull last 60 days of tickets, group by intent. Order status, refund request, return policy, sizing question, account access usually top the list.
Don't try to handle everything. Narrow scope wins. Each intent needs 30+ training examples.
Any negative sentiment word (frustrated, angry, manager, complaint) triggers immediate agent handoff with full context attached.
If the chatbot can't classify with 80% confidence, route to human. Never guess.
Outside hours: chatbot responds with FAQ links, sets expectation for next-day response. Inside hours: handoff to human within 60 seconds of fallback trigger.
Deflection rate = tickets resolved by chatbot / tickets attempted. Target 60+ percent on the 5 trained intents.
Customer satisfaction on bot-resolved tickets should be within 10 percent of agent-handled. Larger gap means deflection is too aggressive.
Misclassified intents and bad responses surface in week 1 and 2. Fix fast or trust degrades.
Record your screen while performing the gorgias chatbot setup. ReccordSOP turns the recording into a SOP with timestamped screenshots. When your live setup changes, drift detection flags it.
Generate this SOP free20-40 percent of total tickets is good. 50+ percent is excellent and usually means you've trained on the right intents.
Three triggers: low classification confidence (under 80%), negative sentiment keywords, customer explicit request for human.
Yes if you over-deflect. Target CSAT within 10 percent of agent-handled tickets. Wider gap means cut back.
I built ReccordSOP after watching too many DTC ops teams lose months to undocumented workflows. These SOPs are battle-tested with Shopify operators running $1M to $50M brands.
Last reviewed June 1, 2026