We’ve just released an improvement to how brands build AI workflows in Gorgias: you can now reference Actions within Guidance.

Why this matters

Previously, Actions and Guidance were configured separately. This created confusion and limited what AI Agent could do. For example:

  • Actions couldn’t be embedded in broader process flows.

  • Brands couldn’t control exactly when and how an Action should trigger.

  • Complex SOPs — like offering a discount before cancelling a subscription — were not achievable.

This update removes those limitations by allowing you to define end-to-end processes in a single place.

What’s new

  • You can now insert Actions inside Guidance, similar to how you use Shopify variables.

  • Actions must first be created in the Actions menu, then selected from the Guidance editor.

  • You can reference multiple Actions per Guidance, and reuse Actions across multiple Guidances.

  • Clicking a tagged Action takes you directly to its settings.

You maintain full control:

  • Actions can run independently, be embedded in Guidance, or both — depending on how you configure them.

What this enables

  • Build clear, step-by-step AI workflows that combine messaging and automation.

  • Reduce the need to switch between tabs or duplicate logic.

  • Create more consistent shopper experiences and reduce manual handling.

  • Increase adoption of Actions by making them easier to manage and apply.

Common use cases

  • Offer a discount before canceling a subscription.

  • Only issue a refund if delivery issues can’t be resolved.

  • Ask for a cancellation reason before cancelling an order or subscription.

  • Trigger loyalty points when a shopper reports a damaged item.

Safeguards in place

  • You can’t delete an Action that is actively referenced in a Guidance.

  • You’ll be shown which Guidances are referencing an Action and guided through cleanup steps if needed.