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Knowledge Base
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Response Detail — Ticket #
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Escalation Keywords
Global setting — applies to all brands. When any keyword appears in a customer message, the ticket is automatically escalated to a human agent.
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Assign Escalated Tickets To
When a ticket is escalated, it will be automatically assigned to this agent in Gorgias.
How it works
- Keywords are matched case-insensitively in customer messages
- GPT-4o-mini also detects angry/frustrated sentiment — escalates even without keyword matches
- Low confidence classifications (<50%) are auto-escalated as well
- When triggered, the ticket is tagged "ai-escalated" and no AI draft is generated
- Escalated tickets are assigned to the selected agent above (if configured)
Ticket Scan
Scanning recent tickets...
Fetching tickets from Gorgias, analyzing agent responses, generating recommendations. This takes 1-2 minutes.
Scan Results
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Backtest / Simulation
Run Backtest
Test the AI pipeline on historical resolved tickets. Georgie re-processes each ticket and compares its draft to what your team actually sent.
Processing historical tickets through the AI pipeline...
Each ticket goes through classification, context building, draft generation, and QA. This takes 1-3 minutes.
Summary
Tickets Tested
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Per-Ticket Results
AI Draft
Actual Agent Reply
How it works
- Fetches recent resolved tickets from Gorgias where an agent already replied
- Re-runs the full AI pipeline: classification, context building, draft generation, and QA validation
- Compares the AI draft to the actual agent reply using word overlap similarity
- Higher similarity = AI drafts are closer to what your team would send
- Use this to test changes to prompts, policies, or KB entries before they go live
Follow-Ups
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Follow-ups are auto-scheduled for return (3 days) and WISMO (2 days) intents.
How it works
- Follow-ups are auto-scheduled when Georgie processes return (3-day) or WISMO (2-day) tickets
- A background task checks hourly for due follow-ups and posts reminder notes to Gorgias
- You can manually complete or cancel follow-ups from this page
Auto-Closed Tickets
Sender
Subject
Preview
No auto-closed tickets yet. Newsletter and automated sender tickets will appear here.
How it works
- Georgie automatically detects emails from newsletter and automated senders (Alibaba, AliExpress, Reputon)
- Matching tickets are tagged "auto-closed-newsletter" + "georgie-processed" and closed immediately — no AI draft is generated
- Detection works by exact sender match (e.g. noreply@member.alibaba.com) and domain wildcard (e.g. any @aliexpress.com address)
- Every auto-close is logged here with the sender, subject, and body preview for auditing
- Use the search bar to find specific senders or subjects, and the brand dropdown to filter by brand
How It Works
Social History
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| Time | Brand | Platform | Type | Content | Label | Sentiment | Action | Reply | Actions |
|---|---|---|---|---|---|---|---|---|---|
Social Analytics
Comments Received
Comments Hidden
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Smart Label Distribution
Daily Activity
| Date | Comments | Hidden | Replied | Escalated | Activity |
|---|---|---|---|---|---|
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Keyword Blacklist
Comments containing these keywords are auto-hiddenAdd Keyword
Bulk Import
Active Keywords
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| Keyword | Match Count | Brand | Added | |
|---|---|---|---|---|
AI Insights
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Top Issues
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Social Settings
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Authorize Instagram DMs for this brand via the new Instagram API with Instagram Login. Page-based comment replies continue working via the existing Facebook setup.
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Actions Georgie can suggest in draft notes
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