Can I automate replies in Gorgias with AI? A 2026 guide

If you’re running a Shopify store, you probably spend most of your day inside Gorgias. It’s a brilliant helpdesk, but as you grow, the sheer volume of tickets can be a real grind. You find yourself answering the same questions again and again: "Where is my order?", "How do I make a return?", "Do you ship to Canada?". To handle this scale, many teams look for ways to streamline their operations.

So, the big question is, can I automate replies in Gorgias with AI?

The short answer is yes. Gorgias provides its own robust built-in AI, and there are also specialized complementary tools that can help you get your support automated while continuing to use the helpdesk you already know and trust.

This guide will walk you through Gorgias's native AI solution, explain its features and pricing structure, and show you how specialized add-ons can help you maximize your automation potential.

Gorgias's native AI automation

Gorgias has its own built-in AI tool, which you’ll see called the Gorgias AI Agent or bundled as part of their Automate add-on. As a native part of the platform, it is a reliable choice for businesses looking to implement AI support directly within their helpdesk.

The Gorgias AI Agent is designed to automatically answer common customer questions and engage in pre-sales chats. Because it's deeply connected to Shopify, it can efficiently look up order info and customer data to handle questions about shipping status or product availability. It's an excellent starting point for any e-commerce brand.

A closer look at the Gorgias AI Agent

Let’s get into the details of what Gorgias's native AI provides for your team.

What it can do

The Gorgias AI Agent offers a comprehensive set of features:

1. Support Agent: This handles post-purchase inquiries. It is optimized to manage standard requests like order tracking and return policy explanations, allowing your team to focus on more complex customer needs.

2. Shopping Assistant: This feature manages pre-purchase conversations to assist with sales. It can recommend products, answer sizing questions, and share discount codes to help customers make informed purchasing decisions.

It works effectively across email and live chat and integrates with over 100 other e-commerce applications. It is a mature, well-rounded toolset for modern online stores.

Setting up and training your AI

Getting started with the Gorgias AI Agent involves connecting your Shopify store, linking your Gorgias Help Center, and setting up "Guidance" to ensure the AI matches your brand voice.

The AI's training sources are focused on your Gorgias Help Center and specific website pages. This ensures the AI provides verified and consistent information based on your official support documentation. For many teams, this focused approach provides the right balance of accuracy and simplicity.

Understanding the performance-based pricing model

The pricing for Gorgias AI is designed to scale with your business success. It follows a performance-based structure that aligns the cost with the value provided to your customers.

Here’s how the model works:

1. Helpdesk Plan Cost: You have your base monthly fee for the Gorgias platform, which supports your overall support operations.

2. AI Agent Cost: You pay a specialized fee for every automated resolution. This is typically between $0.90 to $1.00 per resolution, meaning you only pay when the AI successfully helps a customer.

This model has specific benefits:

• Payment for results: You only pay when the AI actually resolves a ticket, ensuring your investment is directly tied to customer satisfaction and team efficiency.
• Scalability: As your business grows, the AI Agent grows with you, handling higher volumes of tickets so your staff doesn't have to.

Exploring complementary options

While the native Gorgias tool is powerful, some teams may want to expand their AI's knowledge base or explore different pricing structures. For instance, you might want to train an AI on internal wikis or historical ticket data that sits outside the Help Center.

This is where specialized third-party AI platforms can serve as a great add-on. By integrating a complementary tool, you can enhance your Gorgias setup with additional capabilities while maintaining your current workflow. A solution like eesel AI works within the Gorgias helpdesk, offering an alternative way to build an automation system.

Automating replies in Gorgias with eesel AI

eesel AI is designed to work alongside Gorgias to provide additional flexibility in how you manage your knowledge and your budget.

Self-serve setup in minutes

eesel AI is a self-serve platform that integrates quickly with your existing systems. You can connect your Gorgias account and start configuring your AI agent in just a few minutes.

You can also use a simulation mode to test how the AI would have responded to historical Gorgias tickets. This provides a risk-free way to refine your automation strategy before it goes live for your customers.

Connect a wider range of knowledge sources

eesel AI can complement your Gorgias Help Center by pulling information from other internal sources:

• Past Gorgias tickets: It can learn from your historical interactions to better understand your brand voice.
• Internal wikis: It connects to platforms like Confluence or Notion.
• Company documents: It can access internal guides stored in Google Docs.
• Internal conversations: It can even integrate with Slack to stay updated on the latest team knowledge.

This creates a unified knowledge base that can help the AI handle a broader range of specialized inquiries.

Granular workflow control

With eesel AI, you have full control over which tickets the AI manages. You can set specific rules to ensure it only handles certain topics while passing others to your agents. You can also customize the AI's personality or set up custom actions to interact with your backend systems, enhancing what you already do in Gorgias.

Predictable pricing options

For teams that prefer a fixed budget, eesel AI offers a different approach. Instead of a per-resolution fee, it uses a flat monthly fee for a set number of interactions. This can help with financial planning, as your bill remains consistent regardless of ticket spikes.

Gorgias AI vs. eesel AI: A side-by-side comparison

Here is how these two powerful options can be compared for your workflow.

Feature	Gorgias AI Agent	eesel AI
Pricing Model	Per ticket + per-resolution fee	Flat monthly fee
Key Training Sources	Gorgias Help Center, Shopify, Website URLs	Past tickets, Google Docs, Notion, Confluence, Slack & more
Setup Process	Native configuration within Gorgias	Self-serve integration
Pre-Launch Testing	Guided testing features	Simulation on historical tickets
Automation Control	Built-in guidance and rules	Granular, selective automation settings
Ecosystem Compatibility	Deeply integrated into Gorgias	Works with Gorgias, Zendesk, Freshdesk & more

The smart answer to automating replies in Gorgias with AI

So, can you automate replies in Gorgias with AI? Absolutely. The native Gorgias AI Agent is a robust, industry-leading choice that is deeply integrated into the e-commerce ecosystem. It provides a reliable and powerful way to handle customer inquiries at scale.

For teams looking for additional flexibility, expanded knowledge sources, or a different pricing structure, eesel AI serves as a great complementary tool. It enhances your existing helpdesk, helping you build an automation system that fits your specific needs.

Ready to see how AI can improve your support? Simulate eesel AI on your historical Gorgias tickets for free and see how it can help your team save time and deliver better service.