Gorgias AI 2025 Overview: Features, automation, and limitations
Stevia Putri
Last edited August 7, 2025
More customers, more tickets, but the same size support team. If that sounds familiar, you’re not alone. For most growing e-commerce brands, this is the daily grind. The pressure is on to respond faster, solve more problems, and keep customers happy, all without hiring more people. This is exactly why AI tools like Gorgias AI exist, designed to automate replies and take some weight off your shoulders, especially if you’re using Shopify.
In this overview of Gorgias AI, we’ll walk through its features, pricing, and some key limitations for 2025 so you can see if it’s the right fit for your store. Gorgias is a solid tool, but it’s not for everyone. If your business needs something that works with a wider range of platforms or help desks, you might find alternatives like eesel AI a better match since it adapts to the tools you already have instead of making you switch.
What is Gorgias AI? A brief Gorgias AI
First things first, Gorgias AI isn’t a separate product you can buy off the shelf. It’s a set of features built right into the Gorgias helpdesk, and it’s tailored specifically for e-commerce customer service. Think of it as an intelligent assistant that lives inside the ticketing platform your team would already be using.
Its main job comes down to three things:
- Answering questions: It digs through your knowledge base, like help articles and past ticket conversations, to automatically answer common questions about orders, shipping, and products.
- Getting things done: It can perform actions in other apps, especially Shopify. This means it can do things like process a refund, change an order, or add a discount code for a customer.
- Keeping things consistent: It has tools that check both AI and human agent replies to make sure the tone and information are always on-brand, which helps you maintain quality as you grow.
The real appeal of Gorgias AI is how tightly it’s connected to the Gorgias helpdesk and Shopify. This is its greatest advantage, but as we’ll explore, it can also be its biggest drawback.
A Gorgias AI of its key features
Gorgias AI has some neat features aimed at lightening the load for busy support teams. But how do they actually perform? Let’s break down what it does well and where you might need a more flexible tool.
Automated replies for common tickets
The main purpose of Gorgias AI is to handle the flood of repetitive questions that clog up your inbox, like “Where is my order?” or “What’s your return policy?”. It can automatically send answers to these questions through email and chat.
Gorgias' automated reply.
The AI learns from your help center articles and old tickets to create responses that sound like your brand. It can handle multiple languages, but it works best when trained on English content. This is great if all of your help documents are already inside the Gorgias platform. But if your team’s knowledge is spread out, you could run into trouble. While Gorgias needs its own internal help center, tools like eesel AI give you more options. It can learn from knowledge you already have in Google Docs, Confluence, PDFs, or even old tickets from other help desks. That means you don’t have to move all your content just to get started.
E-commerce actions for Shopify stores
This is where Gorgias AI really flexes its muscles. Its top-selling point is its ability to perform actions directly within Shopify. It can edit an order, issue a refund, or apply a discount without a human agent ever needing to open the ticket. For a busy Shopify store, this can free up your team to focus on trickier, more valuable conversations.
Gorgias e-commerce actions.
The only downside? This deep integration is almost entirely exclusive to Shopify. If your store runs on another platform like WooCommerce or BigCommerce, this feature is very limited. You’d be left with a tool that can’t do its most useful tricks. In cases like these, eesel AI is a more versatile option because it connects with multiple e-commerce platforms and help desks like Zendesk or Freshdesk. This lets you build out automations that work across your entire tech stack.
Auto QA for checking replies
To make sure your brand voice stays consistent, Gorgias has a built-in Auto QA feature. It reviews replies from both the AI and human agents to check them against your quality standards for tone and accuracy. As your team and ticket numbers grow, this becomes pretty important for giving every customer a similar, positive experience.
The Feedback and Auto QA feature in Gorgias.
It’s a decent feature for basic quality checks. But if you manage several brands or need more detailed control, the options might feel a bit basic. For teams that need more, eesel AI offers customizable QA workflows and detailed performance reports that can be tweaked for different departments or brands, giving you a much clearer picture of your support quality.
How is Gorgias AI priced in 2025?
Gorgias uses a tiered pricing model that depends on how many helpdesk tickets your team handles each month. The AI features are basically an add-on, priced for each automated resolution or bundled into the more expensive plans. This can make your monthly costs hard to predict, especially if your ticket volume goes up and down.
One thing to watch out for is overages. If you go over your plan’s monthly ticket limit, you get hit with an extra fee for each ticket. These can pile up and lead to some nasty surprises on your bill. For example, the Basic plan charges $0.40 for every single ticket over the 300-ticket limit.
Here’s a quick look at how costs can climb if you start automating more tickets.
| Plan | Base Price (Monthly Tickets) | Price with 30% AI Automation | Overage Cost per Ticket |
|---|---|---|---|
| Basic | $50/mo (300 tickets) | $174/mo | $0.40 |
| Pro | $300/mo (2,000 tickets) | $1,000/mo | $0.36 |
| Advanced | $750/mo (5,000 tickets) | $2,025/mo | $0.36 |
This model can make budgeting a bit of a guessing game. By comparison, eesel AI’s pricing is a predictable, flat rate for each AI interaction (whether it’s a reply or an action). This straightforward approach lets you scale up automation without worrying about unexpected fees or confusing plans. You just pay for what you use.
How does Gorgias AI setup process look like
Getting Gorgias AI running is fairly simple, but you need a few things in place first. You’ll need to:
- Be on an active Gorgias Automate plan.
- Connect your Shopify store.
- Have a detailed, up-to-date help center (it’s optimized for English, so that works best).
- Give the AI time to train on your content and past tickets.
- Turn it on and keep an eye on its performance in the dashboard.
The setup process of Gorgias.
The whole process is pretty smooth as long as you’re already set up in the Gorgias world. But its success really depends on having a polished Gorgias help center ready from day one.
Pro Tip: Tools like eesel AI can often get up and running faster because they plug directly into your existing knowledge sources. Whether your team’s documents are in Google Docs, Confluence, or past tickets in a different helpdesk, eesel AI can learn from it without making you build a new knowledge base from the ground up.
The limitations and challenges of Gorgias AI
While Gorgias AI has its perks, it’s a good idea to know its limits before you sign up. For some businesses, these challenges can be deal-breakers.
Heavy reliance on the Shopify ecosystem
This is the big one. Gorgias AI’s best features, like editing orders and processing refunds automatically, are made just for Shopify. According to Gorgias’s own documentation and plenty of user reviews, the tool has very little to offer stores on WooCommerce, BigCommerce, or Magento.
The takeaway is simple: if you don’t use Shopify, you’ll be paying for an AI that can’t do its most important job. This really limits its value, leaving you with something that’s not much more than a fancy FAQ bot.
Restrictive plans and confusing features
Not all features are available on every plan. Important customization options, like API access for building your own workflows, are often saved for the priciest subscriptions. This makes it tough for smaller businesses to get the full power of the platform without a big budget.
Some users on the Shopify App Store have also pointed out a gap between what’s advertised and what they actually get. One reviewer said they were billed for an AI feature that was still on a waitlist. That kind of thing can be frustrating and hints that not all features are available to all paying customers at the same time.
Basic reporting and analytics
Gorgias gives you reports on metrics like your automation rate and CSAT, offering a general of how things are going. However, it doesn’t give you much information on why an automation didn’t work or where your knowledge gaps are.
Without clear details on failed replies or what customers are asking for that the AI doesn’t recognize, it’s hard for support managers to train the AI and make it better. You’re left guessing what went wrong. In contrast, eesel AI provides reports on knowledge gaps, reasons for handovers to human agents, and failed responses. This gives teams clear, actionable feedback they can use to improve their automation over time.
The flexible alternative: eesel AI
For businesses that find Gorgias AI a bit too rigid, eesel AI is a great alternative that’s built to solve these exact problems.
- It works with your existing tools: eesel AI is a flexible layer that connects with the help desk and e-commerce platform (Shopify, WooCommerce, etc.) you already use. No need to move your whole support operation.
- It learns from your existing knowledge: It connects to Google Docs, Confluence, Notion, and more. Your AI gets trained on the documents your team already relies on daily.
- It has predictable pricing: Its pay-per-interaction model means no surprise fees. You only pay for what you use, which makes it easy to budget and grow.
eesel AI's flexible integrations.
Choosing the right AI for your e-commerce store
Wrapping up this Gorgias AI, it’s a powerful and tightly integrated tool for e-commerce businesses that are all-in on the Shopify and Gorgias platforms. If your entire operation runs on those two, it can automate a ton of manual work and save your team a lot of time.
However, its reliance on that specific ecosystem, combined with tricky pricing and limited analytics, comes with some real trade-offs. For businesses that need flexibility, predictable costs, and better performance insights, these downsides might be too big to ignore.
For teams that work across different platforms, use other help desks, or just want more control over their automation, a platform-agnostic tool like eesel AI is likely the more practical and scalable choice. It adapts to your tools, not the other way around.
Ready to see what a flexible AI agent can do for your team? Book a demo of eesel AI or start your free trial today.
Frequently asked questions
The most powerful features, like automated order edits and refunds, are designed almost exclusively for Shopify. If your store runs on another platform like WooCommerce or BigCommerce, the AI’s functionality will be very limited.
No, Gorgias AI is not a standalone tool you can buy separately. It consists of features that are built directly into the Gorgias helpdesk platform, so you must be a Gorgias customer to access them.
Gorgias’s pricing is tied to your monthly ticket volume, and you can be charged significant overage fees for exceeding your plan’s limit. This can make your monthly costs unpredictable, especially during busy seasons or periods of growth.
To get started, you need an active Gorgias Automate plan, a connected Shopify store, and a well-maintained help center built within the Gorgias platform. The AI’s performance depends heavily on having this internal knowledge base ready from day one.
