Gorgias agent: A complete 2025 overview for support teams

If you’re running an ecommerce support team, you know the feeling. The ticket queue never stops growing, and customers want helpful answers now. It often feels like the only solution is to keep hiring more people, but many teams are starting to look at AI to help carry the load.

The term "Gorgias agent" used to just mean one of your human reps using the helpdesk. These days, it’s just as likely to be an AI agent designed to automate support from inside the platform. This guide will give you a straight-up, no-fluff look at the native Gorgias AI Agent, what it does, how the pricing really works, and where it doesn’t quite hit the mark. We’ll also check out how other tools can step in to fill the gaps.

What is a Gorgias agent?

Let’s clear something up first. In the world of Gorgias, the word "agent" can mean two different things: a human agent (a paid seat for someone on your team) or an AI agent (an automated system that handles customer tickets by itself).

Your human team is obviously essential, but this guide is all about the AI Agent. It’s the built-in Gorgias feature made to help ecommerce brands automate customer conversations. It’s baked right into your helpdesk and is built specifically for online stores, with deep connections to platforms like Shopify to tackle common questions without a person ever getting involved.

The native Gorgias agent: A closer look

Gorgias has its own AI solution, simply called the "AI Agent," which is part of its "Gorgias Automate" suite. It’s made to work right out of the box and understand the ins and outs of ecommerce. So, what can it actually do for you?

Key Gorgias agent features

The agent’s abilities are split into two main areas, helping customers both before and after they make a purchase.

• Helps customers before they buy: Before someone clicks "buy," the agent acts like a virtual shopping assistant. It can answer questions about products, suggest items based on what a shopper is looking for, and even offer up a discount code to help seal the deal. The idea is to boost conversions and cut down on abandoned carts.

• Handles support after the sale: Once a purchase is made, the agent shifts into a support role. It’s designed to handle all those repetitive questions that flood your inbox every single day. We’re talking about "Where Is My Order?" (WISMO) requests, questions about your return policy, and cancellation queries.

• Deep Shopify integration: This is its real superpower. The Gorgias agent is made for Shopify. It can pull order information in real-time, search your product catalog, and check customer details to provide personalized and accurate answers.

• Knowledge and training: You get the AI up to speed by feeding it your company’s knowledge. It learns from your Gorgias Help Center articles, any public policies on your website, and your Shopify data. It also has a "Guidance" feature, which lets you give it custom instructions on how to handle specific situations, like what to do when a customer asks for a discount on an item that’s already on sale.

• Actions and integrations: It doesn’t just talk, it can also do things. For instance, if you use Loop Returns, the AI can start the return process for a customer automatically, no human needed.

• Supported channels: The AI agent works over email and chat, covering the two main ways ecommerce customers tend to reach out.

A look at the Gorgias agent's deep Shopify integration, allowing it to pull customer data directly into the helpdesk.

Pricing and limitations of the native Gorgias agent

The built-in agent sounds pretty handy, but here’s where things get tricky: the price. You need to understand exactly how you’ll be charged and what the tool can’t do. The payment model isn’t your standard monthly subscription, and it can lead to some surprising bills.

Understanding the Gorgias agent pricing model

The Gorgias AI Agent isn’t something you can buy on its own. It’s bundled into the Gorgias Automate add-on, and you’re charged based on the number of tickets it successfully resolves.

Here’s how it works: each automated resolution costs you $1.00 on a monthly plan or $0.90 if you pay annually. But that’s not all. Each of those resolutions also counts as a billable helpdesk ticket, eating into your base plan’s monthly limit. This pay-per-resolution model means your costs can swing wildly from month to month. The better your AI does its job, the higher your bill climbs.

Plan	Billable tickets included	Plan price (monthly)	AI Agent Resolution Cost (monthly plan)
Starter	50 / month	$10	Not Available
Basic	300 / month	$60	$1.00 per resolution
Pro	2,000 / month	$360	$1.00 per resolution
Advanced	5,000 / month	$900	$1.00 per resolution
Enterprise	Custom	Custom	$1.00 per resolution

Source: Gorgias Pricing Page

This video provides a walkthrough of how to set up the Gorgias AI Agent for your brand.

Potential limitations of the built-in Gorgias agent

• Your bill can be all over the place: This is the biggest headache. Because you pay for every ticket the AI solves, your Gorgias bill goes up as your automation rate improves. It makes budgeting a real challenge and basically penalizes you for becoming more efficient.

• It only learns from a few places: The native agent pulls its knowledge from your Gorgias Help Center, Shopify data, and public web pages. But what if your team’s real, day-to-day knowledge is stored somewhere else, like in internal Google Docs, Confluence, or just from years of past conversations? The AI can’t see any of that, which can lead to it giving incomplete or just plain wrong answers.

• Setup and control can get complicated: The "Guidance" feature offers some control, but it’s not a full-blown workflow builder. If you want to create complex rules for when to escalate a ticket, define a unique voice for your AI, or connect to your own internal tools, you’re likely going to hit a wall.

• It’s tough to test properly: There isn’t a great way to know how the AI will perform before you unleash it on your customers. Without being able to run it against thousands of your actual past tickets, you’re kind of just hoping for the best. This makes it hard to get a real forecast of your automation rate and how much you could actually save.

Third-party Gorgias agent solutions: What else is out there?

The built-in Gorgias agent is a decent starting point, but it’s not your only choice. A lot of teams eventually find they need something with more power, better control, and a more stable price tag. This is where third-party AI tools enter the picture. They plug right into Gorgias and act like a smarter brain for your support operations.

You can find a few alternatives on the Gorgias app store, like PerfectBot and My AskAI, which usually try to compete with a simpler, lower price. But for teams who want a solution that actually solves the core problems of the native agent, you’ll need a more robust platform.

A powerful alternative: The eesel AI Gorgias agent integration

One of those alternatives is eesel AI. Instead of making you switch helpdesks, it connects to your current Gorgias setup to give your AI agent a major upgrade.

• Get started in minutes: You don’t have to sit through mandatory demos or long sales calls. You can connect eesel AI to Gorgias with a click and get it running yourself. You can even run a simulation on your past tickets right away to see how it would perform, giving you instant insights without any strings attached.

• Bring all your knowledge together: This is where eesel AI really makes a difference. It doesn’t just learn from your help center. You can train it on past Gorgias tickets, internal Google Docs, Notion pages, Confluence wikis, and pretty much anywhere else your team stores information. This gives your AI a complete picture of your business, policies, and brand voice, which means it can give much more accurate and human-sounding answers.

Third-party tools like eesel AI allow the Gorgias agent to connect to multiple knowledge sources beyond the help center, such as internal documents and past tickets.

• You’re in complete control: With a powerful prompt editor and workflow builder, you call the shots. You can define the AI’s exact tone of voice, create custom actions that connect to any system with an API (not just Shopify), and build specific rules to control which tickets get automated and which get sent to a human.

• Test before you launch: eesel AI’s simulation mode is a huge help. It runs through thousands of your past tickets and shows you exactly how the AI would have answered, what your automation rate would have been, and how much money you would have saved. You get a clear ROI estimate before a single customer interacts with it.

The simulation mode in an advanced Gorgias agent tool lets you test AI responses on past tickets to forecast performance before going live.

• Clear and predictable pricing: This solves the biggest issue with the native Gorgias model. eesel AI’s pricing is a flat monthly fee for a certain number of AI interactions. There are no per-resolution fees. Your bill is predictable, so you can budget without any nasty surprises and you aren’t charged more for automating more tickets.

Feature	Gorgias AI Agent	eesel AI
Pricing Model	Per-resolution + billable ticket fee	Flat monthly fee (no extra fees)
Primary Knowledge	Help Center, Shopify, Public URLs	Past tickets, Help Center, Google Docs, Confluence, etc.
Setup Process	Integrated within Gorgias	Self-serve, one-click connection
Testing	Limited "Test Mode"	Full simulation on thousands of past tickets
Custom Actions	Focused on Shopify & select apps	Fully customizable via API for any system
Go Live	Turn on within the helpdesk	Gradual, controlled rollout with confidence

Choosing the right Gorgias agent for your team

So, what’s the bottom line? The native Gorgias agent is a solid tool, especially if your store runs on Shopify and you’re just dipping your toes into automation. It gets the job done for basic tasks.

However, its unpredictable pricing, limited knowledge sources, and lack of deep customization can become serious roadblocks for growing teams that need more control and a stable budget.

For those teams, a third-party tool like eesel AI offers a much more scalable path. By giving you predictable costs, the power to connect all your scattered company knowledge, and total control over the automation, it lets you build an AI agent that actually works the way your business does. The best agent is the one that fits your workflows, your knowledge, and your budget.

Ready to see what a more powerful and predictable Gorgias agent could do for you? Set up eesel AI in minutes and run a free simulation on your past tickets.