Gorgias AI agent review 2025: AI-driven support for modern eCommerce

It gets its information from your product catalog, website, and help center articles to make sure its answers are accurate and match your brand’s voice. This feature works best when it’s tightly connected to a Shopify store, where it can pull real-time inventory and product details to give the most helpful advice.

Gorgias AI agent post-purchase support: The support agent

After a customer buys something, the Support Agent steps in. This is where it handles all the repetitive questions that can eat up your support team’s day. Think "Where Is My Order?" (WISMO) questions, inquiries about return policies, or requests to change a shipping address.

Its "Actions" feature is pretty handy, letting the AI do more than just answer questions. It can connect to your other apps to get things done, like starting a return in your Shopify admin or updating a customer’s subscription. It can even look at images, which is a huge help when customers send photos of damaged items or wrong orders. This means it can often close a ticket completely on its own.

Gorgias AI agent training and customization

To get the AI started, you just connect it to your knowledge sources. Point it to your website, help center, and Shopify store, and it begins to learn. From there, you can tweak how it behaves using a feature called "Guidance." This is where you write simple instructions to tell the AI exactly how you want it to handle certain scenarios. For instance, you could create Guidance that explains your policy for VIP customers or the steps for an international return.

You can also set its personality by picking a tone of voice. Whether you want it to sound friendly and casual or more formal, you can set a default tone so every chat feels consistent with your brand.

Gorgias AI agent analytics and optimization

You’re not flying blind once the AI is live. Gorgias gives you a dashboard to track things like your automation rate, how quickly issues are solved, and even how much revenue the Shopping Assistant helps bring in.

There’s also a feedback system built in. Your human agents can look over conversations the AI handled and "coach" it by giving its responses a thumbs up or down. This helps the AI learn over time, making it more accurate and able to handle a wider variety of questions.

Gorgias AI agent pricing explained

This is where things get a little complicated. The price for the Gorgias AI agent isn’t a simple flat fee. It’s a layered system that bundles the cost of their helpdesk with the cost of the AI, and you really need to understand both pieces to see the full picture.

First, you have to sign up for a Gorgias helpdesk plan. These plans (Basic, Pro, or Advanced) are priced based on how many "billable tickets" you handle each month. A billable ticket is any chat that gets a response from a person, a rule, or the AI.

On top of that, you pay for the AI agent as an add-on. This is priced per "automated resolution" and costs about $1.00 for each one if you’re on a monthly plan.

Here’s the tricky part: every automated resolution from the AI also counts as a billable ticket that gets taken out of your main helpdesk plan. This means you’re basically paying twice for every automated chat. The better your automation gets, the more your costs can creep up, which makes budgeting a headache.

Plan Tier (Monthly)	Base Helpdesk Cost	Included Tickets	AI Agent Resolution Cost	Example Cost (Pro Plan + 600 Resolutions)
Basic	$60/mo	300	$1.00	$60 + (600 * $1.00) = $660/mo (plus ticket overages)
Pro	$360/mo	2,000	$1.00	$360 + (600 * $1.00) = $960/mo
Advanced	$900/mo	5,000	$1.00	$900 + (600 * $1.00) = $1,500/mo

Important limitations of the Gorgias AI agent

Before you jump in, it’s worth knowing about its limitations. While it’s a capable tool, its design has some major trade-offs that won’t work for every company.

Gorgias AI agent platform lock-in: It only works within the Gorgias helpdesk

The biggest drawback is its lack of flexibility. You can only use the Gorgias AI agent if you also use the Gorgias helpdesk. There’s no way around it. This means a huge "rip-and-replace" project for any team that’s already settled into another platform like Zendesk or Front. Moving your entire support operation, including agents, workflows, and past data, is a massive project that can throw a wrench in your business for weeks or even months.

For businesses that want strong AI without having to switch platforms, an AI layer that sits on top of your current tools makes more sense. For example, eesel AI plugs right into your existing helpdesk (including Gorgias), so you can keep the setup you like and just add better automation.

The Gorgias AI agent’s niche focus: Built almost exclusively for Shopify stores

While Gorgias works with other platforms, its best features are really meant for Shopify users. The deep connections that let the AI do things like edit orders or check inventory are what make it so effective. Gorgias’s own documentation says the AI agent isn’t supported on other big eCommerce platforms like BigCommerce or Magento. If your store runs on anything but Shopify, you’ll be missing out on its best features.

This tight focus is a real drawback for anyone not on Shopify. A tool like eesel AI gives you more flexibility because it can learn from all kinds of knowledge sources, not just a product catalog. It can pull information from internal wikis in Confluence, documents in Google Docs, and more, making it a better fit for different types of businesses.

The Gorgias AI agent’s complex pricing can lead to unpredictable costs

As we mentioned, that dual-cost structure can be a real problem for growing teams. You’re billed for a helpdesk ticket and an AI resolution for the exact same chat. In a way, this model punishes you for being more efficient. As your automation rate climbs and the AI handles more tickets, your bill goes up on two fronts at once. This can make it tough to predict your support costs, especially during busy times like the holidays.

This is different from simpler pricing models. eesel AI, for instance, bases its pricing on one thing: AI interactions (which includes both replies and actions). This makes it much easier to predict your costs as your ticket volume changes.

A more flexible Gorgias AI agent alternative: Why eesel AI is a better fit

While the Gorgias AI agent is a solid tool for its target audience, eesel AI offers a more flexible and scalable option that works for a wider range of businesses. Instead of making you switch helpdesks, eesel AI acts as a smart layer on top of your current setup, adding better automation to the workflow you already have.

Here’s a quick comparison of how they stack up.

Feature	Gorgias AI Agent	eesel AI
Helpdesk Integration	Only works with Gorgias Helpdesk	Plugs into your current helpdesk (Zendesk, Freshdesk, Intercom, etc.)
Knowledge Sources	Shopify, Help Center, Website	Past Tickets, Confluence, Google Docs, Notion, & 100+ more
Use Cases	eCommerce support only	Customer Support, ITSM, Internal Q&A (HR, Finance)
Pricing Model	Helpdesk tickets + Per AI resolution	Per AI Interaction (Reply or Action)
Pre-Launch Testing	Manual test environment	Tests on past tickets to predict performance

Conclusion: Is the Gorgias AI agent right for your brand?

So, what’s the final takeaway? The Gorgias AI agent is a capable and very specific tool. It’s a great option if you check a few boxes: you run on Shopify, and you’re either already using the Gorgias helpdesk or are prepared to move your whole team over. For that specific user, it’s a smooth, all-in-one system that can definitely help with efficiency and sales.

For everyone else, though, the trade-offs are pretty big. You give up flexibility, the freedom to choose your own platform, and predictable costs. You’re locked into one helpdesk and one eCommerce platform, with a pricing model that can sting you for being too good at automating.

For businesses that want an AI solution to adapt to their tools (not the other way around), there are better options out there. eesel AI is a flexible and scalable AI platform that improves the tools you’re already comfortable with.

If you want to see how you can add better automation without switching helpdesks, book a demo of eesel AI.