What to check when a Gorgias writing assistant reads the wrong text

Find the reply you are actually writing

If a writing suggestion seems to rewrite an email subject or respond to an older message, stop before applying it. First check which text the assistant is working from. A fluent sentence can still be about the wrong message.

Gorgias places the message composer below the conversation thread. That is where you write a new reply. The earlier messages provide context, but they are separate from the unsent text you want to polish.

Check the reply type too. Gorgias uses the channel selector in the reply area to choose a customer-facing channel or Internal Note. Its internal-note guidance explains that notes are for teammates. Verify the selected mode directly before reviewing a draft.

Compare three details in the draft

Pick three details that identify the intended input: its opening, its final sentence and one fact specific to this reply. If your assistant displays the captured text, compare those details before judging its suggestion.

Consider this fictional example. The subject is "CSV export". An earlier customer message asks, "Can I export all projects?" Your unsent reply says, "Open Reports and choose the project you need. The export uses your current filters." These are invented software instructions for this exercise, not instructions for Gorgias or a real product.

The intended input is the two-sentence reply. A captured subject would contain only "CSV export". A captured customer message would contain the question about all projects. Either mismatch is enough to stop and check the input. You do not need to generate more suggestions to establish that the text is different.

Separate an input mismatch from a wording problem

An input mismatch means the text being reviewed is different from the draft you intended. A wording problem means the input is correct, but the suggestion changes or weakens your answer. Establish which problem you have before trying to fix it.

If the captured text is wrong, preserve your original reply and confirm the intended composer. Record the browser and extension versions and the field that appeared in place of the draft if you need to report the issue. Use a redacted description or a fictional reproduction rather than sharing customer messages unnecessarily.

If the assistant does not show its input, an unexpected suggestion alone cannot tell you which field it read. Treat the cause as uncertain. Keep the draft and investigate through the tool's support process before relying on the result.

When the input matches, continue with the separate wording review. Check who is taking each action, what is being requested and whether any fact or commitment changed. The related AI-review guide gives worked accept and reject examples.

Sources and editorial note

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

• Gorgias ticket guidance on the conversation, reply composer and channel selector. Checked 2026-10-27.
• Gorgias guidance on internal notes and their separation from customer replies. Checked 2026-10-27.

Keep reading

• Decide whether a suggested rewrite preserves your meaning
• Check the final Gorgias reply before sending