Can I automate replies in Gorgias with AI? A 2025 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?". It can feel like you're stuck on a treadmill, and just hiring more people doesn't always fix the underlying problem.

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

The short answer is yes. But how you do it matters. A lot. You could use Gorgias’s own built-in AI, but that comes with some serious strings attached when it comes to cost, flexibility, and what it can actually do.

This guide will walk you through Gorgias's native AI solution, lay out its limitations (especially the pricing), and show you a better way to get your support automated without having to leave the helpdesk you already know.

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. Since it’s built right into the platform, it’s the go-to for many businesses just starting to explore AI support.

The idea behind the Gorgias AI Agent is simple: it’s supposed to automatically answer common customer questions and even jump into pre-sales chats. Because it's deeply connected to Shopify, it can look up order info and customer data to handle questions about shipping status or product availability. It's a decent starting point, for sure. But as you'll see, that convenience comes with some hidden costs and real limitations that might hold you back.

A screenshot of the Gorgias and Shopify integration, which helps in answering the question, "Can I automate replies in Gorgias with AI?"

A closer look at the Gorgias AI agent

Let’s get into the details of what Gorgias's native AI can do and, maybe more importantly, what it can't.

What it can do

The Gorgias AI Agent basically wears two hats:

1. Support Agent: This is for all the post-purchase questions. It’s trained to deal with the classics, like tracking orders, explaining your return policy, and tackling other frequently asked questions. The goal is to get those simple, repetitive tickets off your team's plate so they can focus on trickier problems.

2. Shopping Assistant: This side of the AI handles pre-purchase conversations to help boost sales. It can suggest products based on what a customer is asking for, answer questions about sizing or materials, and even offer discount codes to help a hesitant shopper click "buy."

It works across both email and live chat and can do things in over 100 other e-commerce apps, not just Shopify. On paper, it looks like a pretty complete toolset for online stores.

Where it falls short: Setup and training

Getting started with the Gorgias AI Agent means connecting your Shopify store, linking a knowledge source (like your Gorgias Help Center), and tweaking some "Guidance" settings to define its tone.

A screenshot showing the setup process for Gorgias's AI, relevant to the question, "Can I automate replies in Gorgias with AI?"

But here’s the first big snag: the AI's training sources are extremely limited. It mostly learns from a Gorgias Help Center and up to 10 individual website pages. That’s it.

Why is that a problem? Just think about where your company's real knowledge is. It’s likely spread across tons of Google Docs, internal wikis in Notion or Confluence, and, most importantly, in the thousands of past support tickets your team has already handled. The Gorgias AI can't touch any of that rich, real-world information. This means it often struggles to answer anything beyond the most basic FAQs, which results in a low resolution rate and more tickets getting passed to your human agents anyway.

The unpredictable pricing model

This is where things get really hairy. The pricing for Gorgias AI is complicated and can quickly become one of your biggest monthly bills. You're not just paying for your helpdesk; you're paying a premium for the AI on top of it, and the costs can be staggering.

Here’s how it works, according to their official pricing page:

1. Helpdesk Plan Cost: First, you have your base monthly fee for Gorgias itself, which is tied to your number of "billable tickets."

2. AI Agent Cost: On top of that, you pay an extra fee for every single automated resolution. This costs you between $0.90 to $1.00 every time the AI closes a ticket without human help.

An image of the Gorgias AI pricing page, which is crucial for those asking, "Can I automate replies in Gorgias with AI?"

There are two massive problems with this pay-per-resolution model:

• Your bills are totally unpredictable. A successful marketing campaign, a new product drop, or a small shipping delay can make your ticket volume shoot up. With Gorgias, your AI bill shoots up right along with it, leaving you with a huge, unexpected expense at the end of the month.

• You're penalized for being successful. The better your AI works and the more tickets it handles, the more you pay. This model actually discourages you from automating as much as possible because it directly leads to a higher bill. It’s a strange way to set things up.

Is there a better option?

After looking at the native tool's limitations, you might be thinking there has to be a better way. What if you could train an AI on all your company's knowledge, not just a few help articles? What if you had precise control over which tickets get automated and which don't? And what if you could get all that for a simple, predictable flat fee?

That's exactly where third-party AI platforms come in. By integrating a specialized AI tool, you can give your Gorgias helpdesk a major upgrade without being held back by the native tool's biggest flaws.

The best part? You don’t have to change your existing setup. A solution like eesel AI plugs directly into your Gorgias helpdesk, letting you build a smarter, more efficient automation system right inside the workflow your team already uses every day.

Automating replies in Gorgias with eesel AI

eesel AI was built to solve the very problems that make the native Gorgias AI so limiting and expensive. It offers more power, more control, and a much more predictable bill at the end of the month.

Self-serve setup in minutes

Unlike a lot of enterprise tools that make you sit through mandatory sales calls and demos, eesel AI is completely self-serve. You can sign up, connect your Gorgias account, and start building your AI agent in just a few minutes.

Even better, you can test everything out with a powerful simulation mode. Before the AI ever talks to a real customer, you can run it on thousands of your past Gorgias tickets. This gives you a data-backed forecast of your potential automation rate and shows you exactly how the AI would have responded in real-life situations. It’s a completely risk-free way to build, test, and launch.

This image shows a powerful simulation mode, a key feature for anyone asking if they can automate replies in Gorgias with AI effectively and safely.

Connect all your knowledge sources instantly

Remember how the Gorgias AI can only learn from a few help articles? eesel AI breaks down those barriers by connecting to all of your knowledge sources with one-click integrations.

You can train it on:

• Past Gorgias tickets: It learns from your best agents' replies to understand your brand voice and find the right solutions to your customers' problems.

• Internal wikis: Connect it directly to knowledge bases in Confluence or Notion.

• Company documents: Pull information from your internal guides and SOPs stored in Google Docs.

• Internal conversations: It can even learn from discussions in Slack to make sure it always has the most up-to-date information.

This screenshot illustrates connecting multiple knowledge sources, a better way to approach the question "can I automate replies in Gorgias with AI".

This unified knowledge base creates a much smarter AI that can handle a far wider range of questions with accuracy.

Get full control with a customizable workflow engine

With eesel AI, you're in charge. You decide exactly which tickets the AI handles and when. For example, you could start small by automating only "where is my order" questions that come through your chat widget and have the AI pass everything else to your team. As you get more comfortable, you can slowly give it more responsibility.

You can also completely customize the AI’s personality and tone of voice, and even give it the ability to perform custom actions, like looking up order information in your backend system or updating ticket fields in Gorgias. This level of control means the AI works exactly the way you want it to.

Save money with transparent, predictable pricing

Here’s the biggest difference: eesel AI does not charge per resolution. Our plans are based on a flat, predictable monthly fee for a set number of AI interactions (an answer or an action). You’ll never get a surprise bill, no matter how busy your support desk gets.

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

Here’s a quick rundown of how the two options stack up.

The smart answer to automating replies in Gorgias with AI

So, can you automate replies in Gorgias with AI? Absolutely. But the native Gorgias AI Agent, with its unpredictable pricing, limited training, and vendor lock-in, is often a costly and restrictive choice for growing e-commerce brands.

For teams that want more power, complete control, and predictable costs, eesel AI offers a much smarter way forward. It enhances the helpdesk you already use, turning it into an automation powerhouse that saves you time, cuts costs, and keeps your customers happy.

Ready to see how much time and money you could be saving? Simulate eesel AI on your historical Gorgias tickets for free and get an instant report on your potential automation rate.