Customer Service · Forum · 🇨🇦 Canada · via agentusecases.ai
Toy store switches off the support agent that started getting things wrong
Topped Toys used Gorgias's AI agent for months, until it recommended products the store doesn't sell and made promises it couldn't keep.
- Profession
- Store Owner, Customer Service Manager
- Tools
- Gorgias AI Agent
- Source
- apps.shopify.com ↗
- Country
- 🇨🇦 Canada
- Found via
- agentusecases.ai (Alex Finn) ↗
- Report date
- January 4, 2026
- Verified on
- October 28, 2026
What they did
The Gorgias team helped the Canadian store set up the agent over a few weeks. It followed rules written by Gorgias and could edit and cancel orders.
How it went
According to the store's review, the agent went from solving 95% of cases to failing at all of them: it forgot the catalog, stopped editing orders and made promises to customers. With no quick answer from support, the store switched the agent off. Gorgias replied publicly that it was investigating.
Good to know
This is one customer's account, in a review on the Shopify App Store. Before signing up, ask who provides support after launch and regularly review a sample of the agent's answers.
The prompt
Here are [number] recent conversations where an AI agent served customers of my store [name]: [paste conversations]. Review each answer and flag any that went off topic or promised something we don't do, such as [e.g. refunds, delivery dates]. Then write a short list of rules and limits for the agent and another of topics that should always go to a person.
Replace what is in [brackets]. Prompt written by us from the account, not a literal copy of the source. Do not paste other people’s personal data (privacy laws such as LGPD and GDPR apply).
Summary in our own words. Results as stated in the original account; we have not tested or audited them. Read the source ↗ Case found via agentusecases.ai (Alex Finn); text and prompt rewritten by us. Found a mistake?
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