The Challenge
Common support scenarios—refund requests, billing inquiries, technical troubleshooting, escalation routing—follow recognizable patterns. Yet most teams handle each instance manually, relying on agents to remember the right process and apply it consistently. The result is inconsistent responses, missed SLAs, and wasted time on work that should be automated.
- SLA enforcement is inconsistent: Without triggered rules, tickets can sit unassigned or untagged, violating response time commitments silently.
- Macros fall out of date: Manually maintained macro libraries drift from current brand guidelines and policy updates, leading to off-brand responses.
- Escalation logic lives in agents’ heads: Complex routing decisions depend on individual agents knowing the right team to assign, creating single points of failure.
- Rule creation is technical: Building effective Gorgias automation rules requires detailed knowledge of trigger conditions and action syntax that not all team members have.
The Autohive Solution
Autohive connects your AI agents to Gorgias rule and macro management, enabling systematic creation, testing, and maintenance of automation rules and macros that enforce your support processes at scale.
Automation Rule Creation and Management
Create event-triggered automation rules in Gorgias that fire when tickets match specific conditions—new messages from VIP customers, tickets tagged with specific keywords, conversations that exceed SLA thresholds. Define triggers, conditions, and actions without navigating the Gorgias interface manually.
Macro Library Management
Build and maintain a library of macros for common support scenarios: refund approvals, shipping delay responses, account reset instructions, and escalation messages. Keep macros current with policy changes and brand guidelines without manual editing sessions.
SLA Enforcement Rules
Configure rules that automatically tag, assign, or escalate tickets approaching SLA deadlines. Ensure every conversation gets the attention it needs within the required timeframe, regardless of queue volume.
Standardized Escalation Routing
Define escalation rules that automatically route complex tickets to the right specialist team based on issue type, customer tier, or conversation history. Remove routing decisions from individual agents and make them consistent across the organization.
Benefits
- Consistent process execution – Every ticket matching a defined pattern receives the same treatment, regardless of which agent is online or how busy the queue is.
- Reduced repetitive work – Agents stop doing manually what rules can handle automatically, freeing time for genuinely complex customer interactions.
- SLA compliance at scale – Automated escalation and tagging rules prevent SLA breaches even during high-volume periods.
- Faster onboarding – New agents inherit the team’s collective process knowledge through macros and rules, rather than learning through trial and error.
- Easier policy rollouts – Update a macro or rule once and the change applies across every future ticket that triggers it—no retraining required.
How It Works
- Connect Gorgias to Autohive – Authenticate your Gorgias account through the Autohive marketplace integration.
- Map your common scenarios – Identify the ticket types, escalation paths, and SLA requirements that should be automated.
- Create rules and macros – Use AI agents to build triggered automation rules and macro templates for each scenario.
- Test and deploy – Validate rule logic against real ticket patterns and deploy to production for immediate impact.
Getting Started
- Sign up at app.autohive.com
- Connect Gorgias from the Autohive marketplace
- Configure your automation rules and macro library
- Deploy your agents and eliminate repetitive helpdesk work across your team
