A complete overview of Gorgias AI: Features, pricing, and limitations in 2025

If you run an ecommerce store, you know the feeling. The support inbox is constantly overflowing, and it seems like half the questions are just people asking, "Where's my order?" It’s no wonder so many brands are turning to AI to keep their heads above water. And if you're in the ecommerce space, you’ve definitely heard of Gorgias, a big name in the helpdesk world, especially for Shopify stores.

This post is a straight-up, no-fluff look at Gorgias AI, the native artificial intelligence features baked into the platform. We're going to dig into what it can do, how the pricing actually works, and some of the common headaches users run into. My goal is to give you the real story so you can decide if it’s the right fit for you.

What is Gorgias AI?

First off, let's quickly cover the basics. Gorgias is a customer experience platform built from the ground up for ecommerce. It pulls all your customer conversations from email, chat, social media, and everywhere else into one feed so you're not juggling a dozen tabs.

A screenshot of the Gorgias AI dashboard, showing how it consolidates customer conversations into a single feed.::alt text: An overview of the Gorgias AI dashboard interface for ecommerce.::alt title: The Gorgias AI Dashboard

Gorgias AI is the layer of automation built on top of that, mostly found in their "AI Agent" or "Gorgias Automate" add-on. Its main job is to automatically answer those repetitive questions, figure out what a customer needs, and generally help your human agents stay sane. Think of it as a bouncer for your support queue, handling the easy stuff so your team can focus on the VIP issues.

Key features and capabilities of Gorgias AI

Gorgias AI is designed for the chaos of online retail. It zeroes in on a few key areas that can really move the needle for a swamped support team.

Taming the 'where is my order?' beast

The AI is trained to tackle the simple, high-volume questions that eat up your day. This is especially true for the infamous "Where is my order?" (WISMO) tickets. Gorgias says its AI can fully handle up to 60% of all support chats without a human ever touching them, which includes processing returns and refunds on its own. When it’s on its game, it frees up your team to deal with the trickier problems that need a human brain.

An example of the Gorgias AI conversational assistant automatically handling a "where is my order" query.::alt text: Gorgias AI automatically answering a customer query about their order status.::alt title: Gorgias AI Handling a WISMO Request

Deep Shopify integration

This is probably one of the biggest selling points for Gorgias. The AI is deeply connected to your Shopify store's data in real-time. This means instead of spitting out a generic help article, it can actually look up a customer's order, change their shipping address, add a discount code, or issue a refund, all from within the helpdesk. This tight integration means no one (not your agents, not the AI) has to waste time flipping back and forth between systems to find information.

A view of the deep Shopify integration within the Gorgias AI platform, showing customer data.::alt text: A demonstration of the real-time Shopify data integration with Gorgias AI.::alt title: Gorgias AI Shopify Integration

Intent and sentiment detection

Gorgias AI also reads incoming messages to understand a customer's intent and sentiment. It can tell the difference between a sales question, a technical issue, or an angry complaint. This helps automatically tag and route tickets to the right agent or department. The idea is to make sure an upset customer with a broken product gets a faster reply than someone just asking about your return policy.

The interface for setting up rules in Gorgias AI to automatically tag and route tickets based on customer intent.::alt text: Setting up rules in Gorgias AI for automatic ticket tagging and routing.::alt title: Gorgias AI Intent Detection and Routing

Chat campaigns that actually sell

Gorgias isn’t just about putting out fires; it can also help generate revenue. You can set up proactive chat pop-ups on your website based on a shopper's behavior, like if they've been staring at a product page for a while or have items sitting in their cart. These little nudges are meant to cut down on abandoned carts by offering a quick discount or answering a last-minute question. It’s a pretty clever way to turn a support tool into a sales channel.

Understanding the Gorgias AI pricing model

Okay, let's talk about money. This is where things get complicated, and frankly, it's a sore spot for a lot of users. The pricing isn't exactly straightforward, so let's unpack it.

The ticket-based pricing model

Every Gorgias plan is based on a monthly number of "billable tickets." A ticket becomes billable as soon as it gets a reply, whether that's from a human, an automated rule, or the AI. Your plan comes with a set number of these tickets, and if you go over, you start paying overage fees. This can make your monthly bill a bit of a guessing game, especially during the holidays or a big sale.

The hidden cost of automation

Now for the important part. The cool AI features we just talked about aren't included in the base plans. They're part of the "Gorgias Automate" add-on, which has its own price tag. Gorgias charges you for each ticket the AI successfully resolves, usually somewhere between $0.90 and $1.00 per resolution.

But here’s the kicker that catches people off guard: when the AI resolves a ticket, you pay the per-resolution fee, and that ticket also counts against your base plan's monthly ticket limit. You're essentially paying twice for every automated response.

A screenshot of the Gorgias AI pricing page showing the cost of the Automate add-on.::alt text: The pricing structure for the Gorgias AI Automate add-on feature.::alt title: Gorgias AI Automate Add-On Pricing

A full pricing breakdown

To make this crystal clear, here’s a table summarizing the costs if you pay annually.

Common limitations and challenges of Gorgias AI

While Gorgias AI has its strengths, it’s not perfect. Many of the complaints you'll find online circle back to a lack of control and flexibility, which can hurt your budget and your customers' experience.

The robot-voice problem

One of the biggest gripes is that Gorgias AI can sound, well, like an AI. When a customer feels like they're talking to a stiff, unhelpful bot, they get frustrated fast. This usually leads to them mashing the "talk to a human" button, which defeats the whole point of automation. This tends to happen when AI tools don't let you really customize their tone and personality.

The brand voice customization settings within Gorgias AI, illustrating the options available to align the AI's tone.::alt text: Customizing the brand voice and personality settings for the Gorgias AI.::alt title: Gorgias AI Brand Voice Settings

This is a big reason why tools that give you total control are becoming more popular. For instance, eesel AI has a fully editable prompt editor, which lets you dial in the AI's exact personality, from the words it uses to the conversational style. It ensures every response sounds like it’s coming from your brand, not some generic template.

Knowledge gaps and siloed information

The Shopify integration is great, but the AI can get stumped if your company knowledge lives in other places. Information tucked away in internal wikis like Confluence, project docs in Google Docs, or other tools is often a blind spot for helpdesk AIs. This leads to wrong answers or constant escalations back to your team because the bot just doesn't know.

The best AI support tools connect to your entire knowledge ecosystem. eesel AI plugs into over 100 sources, including your past ticket history, to build a complete picture of your business. It doesn't matter where the answer is hiding; eesel AI can find it and use it.

A demonstration of a tool like eesel AI connecting to multiple knowledge sources to avoid information silos for Gorgias AI.::alt text: An AI tool connecting to various knowledge bases to enhance the Gorgias AI capabilities.::alt title: Overcoming Gorgias AI Knowledge Gaps

The 'all-or-nothing' launch risk

A major point of anxiety for support managers is the lack of a proper testing environment in Gorgias. You can't really "preview" how the AI will behave before you unleash it on your customers. You kind of just have to flip the switch and hope for the best. This is a risky way to operate when you’re trying to maintain a great customer experience.

You should always be able to test before you go live. eesel AI has a simulation mode that runs the AI on thousands of your past tickets. It shows you exactly how it would have replied, predicts your deflection rate, and lets you fine-tune everything before a real customer ever sees it. You can launch with a pretty good idea of what to expect.

A screenshot of a simulation mode in an AI tool, showing how it tests responses on past tickets before going live with Gorgias AI.::alt text: Using a simulation mode to test an AI agent before deploying it with Gorgias AI.::alt title: Testing Gorgias AI in Simulation Mode

Is Gorgias AI right for your business?

So, what's the final word? Gorgias AI is a decent tool, especially for ecommerce brands that live and breathe Shopify. That deep integration for handling orders and running sales chats is its biggest strength, hands down.

This video provides a helpful walkthrough on how to set up the AI agent in Gorgias to get started with automation.

But you have to weigh that against some real downsides. The pricing model can get confusing and expensive, the AI can sound robotic without much you can do about it, and the lack of a safe testing mode makes the rollout feel like a gamble.

For businesses that want predictable costs, AI conversations that actually sound human, and the ability to automate support with confidence, it’s probably worth looking at more modern solutions built to tackle these exact problems.

Ready for an AI that works for you, not against your wallet?

If the thought of surprise bills and robotic customer chats gives you a headache, it might be time for a different approach. eesel AI plugs right into your current helpdesk, including Gorgias, and gives you complete control over your support automation.

With transparent, flat-rate pricing, a powerful simulation mode, and a fully customizable AI persona, you can automate with confidence. And you can get it up and running in minutes, not months.

Try eesel AI for free today.