Aide

Aide is an AI customer service platform. Its AI agent answers your customers in a chat widget on your website and by email, or inside Zendesk, Front and Gorgias, from your knowledge base and Shopify orders, and hands what it can't resolve to your team with a summary.

This plugin connects ChatGPT to your Aide workspace. You sign in as yourself, and ChatGPT can do what your role in Aide allows.

Set up Aide from ChatGPT:

• Check what's left before Aide answers your customers, and do the next step together: company details, knowledge, a test of the agent, a channel, then going live.
• Teach Aide your website or help center, import a site again, and write articles for what the site doesn't say.
• Change the agent's name, instructions, greeting and signature, and test it with customer questions in a private preview no customer sees.
• Get the chat widget snippet to paste on your site, add your support email address and test that it forwards to Aide, or get a link to connect Gmail, Shopify, Zendesk, Front or Gorgias in your browser. Choose where Aide's drafts appear in a connected helpdesk.
• Deploy the agent, choose which inboxes it answers, and pause it at any time.

Work your support queue:

• Find conversations by keyword, status, priority, assignee, team, topic, channel or helpdesk ticket id, and read their messages, Aide's reply draft, the customer's orders and CRM details.
• Add internal notes, fill in a macro, change a conversation's status, priority, assignee or team, and reply to the customer on the conversation's channel.

Knowledge and orders:

• Search your help center articles, website pages, products and macros, and read them in full with a link to the source. ChatGPT can also search and cite them as company knowledge.
• Look up a customer's Shopify orders by email or order number, with status, items, fulfillment and tracking, and check what on an order can be returned.
• Refund or cancel an order on your Shopify store, and approve or reject order changes waiting for approval. A change above your approval limit waits for an admin.

Analytics: conversation volume, AI resolution, handoffs, response times and customer satisfaction.

Who it is for: owners, admins and agents of an Aide workspace. Setting up, changing, testing and deploying the agent, and analytics, are for owners and admins.

How access works: you sign in with your Aide account and approve the connection on Aide's consent screen, which shows what ChatGPT asked to do: read only, or read and act. ChatGPT sees only what you can see in Aide, and every action is recorded as you. Tools that message a customer, change an order, deploy the agent or turn on AI replies for an inbox are marked destructive, so ChatGPT can ask you to confirm before using them. You can disconnect ChatGPT at any time in Aide under Settings > Developers.

Limitations:

• Requires an Aide account. The plugin works only in the workspace you approve when you sign in.
• Order lookups and order actions need a Shopify store connected to Aide.
• You finish connecting Gmail, Shopify or a helpdesk on that service's sign-in page in your browser, and you paste the chat snippet on your site and turn on forwarding in your email provider yourself.
• A reply sent to a customer cannot be unsent, and a refund cannot be reversed.
• The plugin cannot delete conversations or manage teammates.