Vellix

SUPPORT WRITING GUIDE

AI writing assistance in Gorgias: choose the workflow you need

Have an accurate Gorgias draft? Start with wording help. Use this task selector to distinguish that job from customer answering and helpdesk administration.

Choose the job before the tool

  • If the answer is known and already written, but the wording needs work: edit manually or evaluate an existing-draft writing assistant. Keep factual decisions with the agent.
  • If the system needs to answer customer conversations or take connected actions: investigate a customer-answering workflow, including its knowledge, action settings and human handover.
  • If the task is changing rules, organizing tickets or examining helpdesk reports: investigate an administration workflow. Rewriting a reply does not complete that task.
  • If the task must happen from an external AI assistant: check the exact connected tools and permissions. The location of the assistant does not tell you whether it only reads or can send and change things.
  • If nobody has confirmed the answer yet: investigate first. A clearer sentence cannot establish an order fact, policy exception or promised action.

Name the result you need

Start with one sentence: "I need help with this task, and this person makes the final decision." That gives you something concrete to compare with a product’s documented role.

For example, a fictional agent has confirmed that a replacement will be dispatched Friday and has written the reply. They want clearer wording. Another fictional team wants a system to handle order-status conversations. Those are different tasks, even though both can produce customer-facing text.

For the first task, manual editing is a valid starting point. You already have the answer. Compare a writing suggestion with that draft instead of assuming you need to automate the conversation.

Match the job to the documented role

Existing-draft wording: Vellix supports reviewing suggested wording and deliberately replacing a whole Gorgias draft. That is the product step verified here. You still check the answer and final composer.

Customer answering: Gorgias describes AI Agent as handling shopper conversations automatically, using configured knowledge, skills and optional connected actions. Assess the intended conversation types, actions and handover before choosing that workflow.

Helpdesk administration: Gorgias describes Gaia as helping with tickets, rules, macros, knowledge and reports. Its current documentation says it does not draft or send customer replies. Gaia is in beta; availability and capabilities depend on the account, plan and role.

External assistant access: Gorgias MCP tools let an external assistant work with Gorgias. The official tool list separates reads from writes and identifies tools that can send customer messages. Check the specific operation, your role and the assistant’s approval settings. A connection alone is not evidence of a draft-only workflow.

These are documented roles, not a comparative quality test. The Gorgias descriptions come from the linked official pages; Vellix’s narrow role is supported by an existing synthetic draft-replacement demonstration. Neither establishes which option your team will prefer.

Choose a next step that tests the actual job

If you choose wording help, decide what you want to inspect in one routine draft: clearer wording, preserved meaning and the result in the intended composer. Use the related trial guide when you are ready to evaluate several replies.

If you need automatic answers or account changes, use the relevant product documentation to define that separate evaluation. Confirm access, allowed actions and review responsibilities before changing anything. Do not treat a successful rewrite as evidence that those other tasks work.

Keep the category decision separate from the next workflow choice. Once you know you want wording help, you can compare where the draft starts, how it moves between tools and how it reaches the final composer.

Sources and editorial note

Examples are fictional. Sources for the platform guidance are linked below.

Keep reading

All writing guides