A complete guide to Gorgias AI Agent Actions and Automated Tasks in 2026

The big idea behind using AI in e-commerce support is simple: let bots handle the repetitive stuff so your team can focus on the conversations that actually build customer relationships. It’s an impressive approach that is becoming the standard for modern brands.

Gorgias is a well-known helpdesk in the e-commerce space, and its AI Agent Actions are meant to be the key to unlocking that automation promise. They’re designed to let an AI do more than just chat: they let it actually do things.

This guide will give you a complete, no-fluff walkthrough of what Gorgias AI Agent Actions and Automated Tasks are, how they function, and how they fit into your support strategy. We'll also look at a complementary option for teams that want to explore additional support workflows.

What is the Gorgias AI Agent?

The Gorgias AI Agent is a conversational AI tool built specifically for e-commerce brands, with a deep connection to the Shopify ecosystem. It’s been trained to understand the lingo of online retail, from questions people ask before they buy to the problems they run into after.

You can think of the agent as having two main jobs:

1. Shopping assistant: This is the pre-purchase side of the AI. It helps potential customers with product recommendations and answers questions to nudge them toward a purchase.

2. Support Agent: This is where the post-purchase heavy lifting happens. It’s built to handle issues like order tracking, returns, and other common support requests.

Within this system, "Actions" are what make the magic happen. They are the specific tasks the Support Agent can perform to resolve a ticket on its own. It's the difference between a simple FAQ bot that just provides information and an agent that can step in and actually help the customer directly.

How do Gorgias AI Agent Actions and Automated Tasks work?

At its heart, a Gorgias Action is a specific task the AI can carry out inside one of your connected apps. It's the bridge between a customer asking for something and the system actually doing it. So instead of just telling a customer how to cancel an order, the AI can just go ahead and cancel it for them.

This lets the AI autonomously handle common requests that would otherwise take up your team's time. Some of the key tasks it can automate include:

• Canceling or editing an order that hasn't been fulfilled yet.

• Updating a customer's shipping address before the package is sent out.

• Managing subscriptions (like skipping a shipment, pausing, or canceling).

• Processing a return or reshipping an order that was lost or damaged.

These automated tasks are made possible by direct integrations with popular e-commerce tools. The system plugs into platforms like Shopify, ShipMonk, ShipHero, Recharge, and Loop Returns, which allows the AI to make changes in the same dashboards your human team uses every day.

So, here’s how a typical situation might play out. Let's say a customer emails in asking to cancel their recent order. The AI Agent reads the request and first checks the order's status in Shopify. If the order hasn't been fulfilled yet, the AI triggers the "Cancel Order" Action, processes the cancellation, and sends a confirmation to the customer before closing the ticket. If the order has already shipped, the AI politely informs the customer and explains the return process instead.

Setting up and customizing Gorgias AI Agent Actions and Automated Tasks

Gorgias gives you a couple of ways to get your Actions running, depending on your team's specific requirements.

For common requests like "where is my order?" or "update my address," you can start with pre-built templates. These come with some recommended settings already in place, so they offer a quick way to get your basic automation up and running.

From there, you can tweak the logic by setting specific conditions for when an Action should run. For instance, you could set a rule that an order can only be canceled if its fulfillment status is "unfulfilled" and it was placed in the last 24 hours. This gives you a great deal of control over how automation is applied.

For more specialized or unique workflows, Gorgias has an "advanced editor." This tool lets you build custom Actions from the ground up using HTTP requests to talk to other apps. This is a powerful feature for teams with technical resources who want to create deep, custom integrations.

It's also important to understand "Guidance." In Gorgias, Actions are supported by Guidance, which are custom instructions that tell the AI how to respond in conversations. This allows your team to manage how the AI talks and how it acts to ensure a consistent brand voice.

Considerations for Gorgias AI Agent Actions and Automated Tasks

While Gorgias Actions are a robust tool for many tasks, there are a few considerations to keep in mind to get the most out of the platform.

Coordinating guidance and actions

One thing to keep in mind is how Guidance and Actions interact. According to Gorgias's documentation, Guidance can sometimes take priority over Actions. This ensures that the AI's communication style stays consistent, though it means your team should ensure rules are well-aligned to avoid any overlapping instructions.

Focused single-action workflows

The system is designed to be highly precise, often focusing on one Action per ticket. For issues that require multiple different steps: such as updating an address and also applying a discount: the AI is built to hand the ticket over to a human agent. This ensures that more complex, multi-layered requests get the personal attention they deserve.

Relevant data access

To maintain speed and accuracy, the AI focuses on a customer's last 10 orders. This ensures the AI is working with the most current information for typical support needs. For inquiries regarding much older orders, your human team can step in to provide the necessary historical context.

Value-based pricing

As you grow, it's worth noting how the pricing scales. Gorgias's pricing page shows a model based on "AI Agent resolutions" alongside your "billable ticket" monthly plan. This model reflects the value provided by each automated resolution, making it a performance-based way to manage your support costs as you automate more.

A complementary option: eesel AI’s workflow engine

For teams looking for additional flexibility or different ways to manage their workflows alongside Gorgias, eesel AI offers a complementary approach to support automation.

Go live in minutes, not months

eesel AI is designed to be a self-serve option that works within your existing ecosystem. You can connect your helpdesk, train the AI on all your company knowledge, and get started quickly. It's a great way to add an extra layer of automation without a lengthy setup process.

Unified workflow engine

With eesel AI, you can explore a unified workflow engine. This allows for fine-grained control to decide which tickets get automated and what multi-step actions the AI can take, such as tagging tickets or making custom API calls. It's an option for teams that want to experiment with different types of automated order processing.

Connect your entire knowledge base

Gorgias is excellent for e-commerce, and eesel AI can help bridge the gap to other knowledge sources your company might use. It can learn from Confluence pages, Google Docs, and internal wikis, providing a broad base of information for the AI to draw from.

Simulation mode for testing

Before going live, eesel AI’s simulation mode lets you test your setup on your past tickets. This helps you see how the AI might respond in different situations and lets you refine its behavior in a safe environment.

Predictable pricing plans

eesel AI offers pricing plans based on set interaction tiers. This provides a predictable cost structure that can work alongside your existing support tools.

Feature	Gorgias AI Agent	eesel AI
Setup speed	Comprehensive setup for Guidance and actions	Quick, self-serve go-live
Workflow control	Precision focused; one action per ticket	Unified, multi-step workflow engine
Knowledge sources	Industry-leading e-commerce integrations	Integrates with Google Docs, Confluence, and more
Testing	Live environment testing	Simulation based on historical tickets
Pricing model	Value-based per-resolution + per-ticket fees	Tiered plans based on interactions

Enhancing your support with Gorgias AI Agent Actions and Automated Tasks

Gorgias AI Agent Actions and Automated Tasks are a powerful way to bring automation to your e-commerce business. They offer deep integration and a high level of reliability for handling common customer needs. By understanding how to coordinate your Guidance and Actions, you can create a very efficient support experience.

Modern support teams often look for tools that give them the right balance of control and scalability. Gorgias remains a gold standard in this space, and adding complementary tools can help you tailor the experience even further to your team's specific needs.

Ready to see how a customizable AI agent can enhance your current setup? Try eesel AI for free and see how it works with your team in minutes.