A complete guide to Gorgias AI Agent Actions and Automated Tasks in 2025

Stevia Putri
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Stevia Putri

Katelin Teen
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Katelin Teen

Last edited October 15, 2025

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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 a great idea on paper, but getting it to work in the real world can be a completely different story.

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 where their biggest limitations lie. We'll also look at a more powerful and flexible alternative for teams that need total, developer-free control over their 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 spits out information and an agent that can step in and actually get things done.

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 clog up your support queue. 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.

A view of the Gorgias platform showing how AI Agent Actions integrate directly with Shopify to automate tasks like order cancellations.
A view of the Gorgias platform showing how AI Agent Actions integrate directly with Shopify to automate tasks like order cancellations.

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 it's too late 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 how comfortable your team is with technical stuff.

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 some 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 bit of control over the automation.

For more complex 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. While that sounds powerful, it comes with a big catch: you need to understand APIs and how to write HTTP requests. This usually means looping in a developer, which is a major hurdle for non-technical support teams who just want to build their own automations without needing to code.

The Gorgias interface for setting up and customizing AI Agent Actions and automation rules.
The Gorgias interface for setting up and customizing AI Agent Actions and automation rules.

It's also important to get your head around "Guidance." In Gorgias, Actions are separate from Guidance, which are custom instructions that tell the AI how to respond in conversations. This means your team has to manage two separate sets of rules, which can get confusing and, as we'll see, sometimes clash with each other.

Key limitations and challenges of Gorgias AI Agent Actions and Automated Tasks

While Gorgias Actions can be useful for certain tasks, the platform has several quirks that can limit its effectiveness and create a lot of extra work for your team.

Conflicting logic and complexity

One of the biggest headaches is how "Guidance" and "Actions" are kept separate. According to Gorgias's own documentation, "Guidance can override Actions." This means you could spend hours setting up a perfect Action, only for a conflicting bit of Guidance to stop it from ever running. Your team is left trying to figure out which rule is breaking the other, leading to unpredictable AI behavior and frustrating troubleshooting.

An example of the 'Guidance' feature in Gorgias, which can sometimes conflict with the logic of AI Agent Actions and Automated Tasks.
An example of the 'Guidance' feature in Gorgias, which can sometimes conflict with the logic of AI Agent Actions and Automated Tasks.

Rigid, one-dimensional workflows

For a modern AI tool, the system is surprisingly inflexible. It can only run one Action per ticket. If a customer has an issue that needs a couple of things done, like updating their shipping address and applying a discount for the trouble, the AI can't handle it. It will simply give up and pass the ticket to a human agent, which kind of defeats the point of having automation for anything more than the most basic requests.

Narrow data access

The AI's memory is surprisingly short. It can only see a customer's last 10 orders. This makes it useless for solving problems related to older purchases. More importantly, it can't grasp the full history of a loyal customer, missing out on the kind of context a human agent would spot in a second.

Complex and unpredictable pricing

Perhaps the biggest issue for growing teams is the pricing. A look at Gorgias's pricing page reveals a tricky model. You're charged for each "AI Agent resolution" (around $0.90 to $1.00 each) on top of the "billable ticket" fee that comes with your monthly plan. If you go over your plan's limits, you get hit with overage fees for both.

This leads to a fluctuating, hard-to-predict monthly bill that basically penalizes you for automating more tickets. The better your AI performs, the more you pay. It's a model that feels like it works against you and makes it nearly impossible to forecast your support costs.

The pricing structure for Gorgias AI Agent, highlighting the per-resolution fees that can lead to unpredictable costs.
The pricing structure for Gorgias AI Agent, highlighting the per-resolution fees that can lead to unpredictable costs.

A more flexible alternative: eesel AI’s workflow engine

For teams feeling boxed in by the rigidity, complexity, and unpredictable costs of tools like Gorgias, there's a more modern and flexible way. That's where eesel AI comes in with a completely different approach to support automation.

Go live in minutes, not months

Forget about sitting through mandatory demos and long onboarding calls. eesel AI is built to be completely self-serve. You can connect your helpdesk, train the AI on all your company knowledge, and go live in just a few minutes, all without needing to talk to a salesperson or hire a developer.

Total control with a unified workflow engine

With eesel AI, the whole "Guidance vs. Actions" conflict simply doesn't exist. It uses a single, fully customizable workflow engine. You get fine-grained, code-free control to decide exactly which tickets get automated and what multi-step actions the AI can take, from just tagging a ticket to making custom API calls to your backend systems. It's one system, one set of rules, and zero confusion.

A workflow diagram illustrating the unified and customizable automation engine in eesel AI, an alternative to Gorgias AI Agent Actions and Automated Tasks.
A workflow diagram illustrating the unified and customizable automation engine in eesel AI, an alternative to Gorgias AI Agent Actions and Automated Tasks.

Unify all your knowledge instantly

Don't get stuck in a single ecosystem. Gorgias is built for e-commerce, but what about all the other knowledge your company has? eesel AI connects to all of it. It instantly learns from your Confluence pages, Google Docs, past tickets, internal wikis, and more, giving it a truly complete picture of your business.

The eesel AI platform showing how it unifies knowledge from various sources like Google Docs, Confluence, and past tickets instantly.
The eesel AI platform showing how it unifies knowledge from various sources like Google Docs, Confluence, and past tickets instantly.

Test with confidence before you launch

One of the scariest parts of launching an AI is wondering what it will do live. eesel AI’s simulation mode lets you safely test your entire setup on thousands of your past tickets. You can see your potential resolution rate, check exactly how the AI would have responded in different situations, and tweak its behavior before it ever speaks to a real customer.

eesel AI's simulation mode, which allows teams to test their setup on past tickets before going live, providing confidence in the automation.
eesel AI's simulation mode, which allows teams to test their setup on past tickets before going live, providing confidence in the automation.

Transparent and predictable pricing

It's time to say goodbye to surprise bills and confusing per-resolution fees. eesel AI has straightforward pricing plans based on a set number of interactions. Your costs are predictable, and you're never punished for scaling your automation.

A view of eesel AI's transparent and predictable pricing page, a clear alternative to the complex model of Gorgias AI Agent Actions and Automated Tasks.
A view of eesel AI's transparent and predictable pricing page, a clear alternative to the complex model of Gorgias AI Agent Actions and Automated Tasks.
FeatureGorgias AI Agenteesel AI
Setup SpeedRequires configuring separate Guidance & ActionsGo live in minutes, truly self-serve
Workflow ControlSeparate rules can conflict; one action per ticketUnified, fully customizable workflow engine
Knowledge SourcesPrimarily e-commerce focused (Shopify, etc.)Unifies all sources (Helpdesk, Google Docs, Confluence)
TestingLimited live testing environmentPowerful simulation on thousands of historical tickets
Pricing ModelComplex per-resolution + per-ticket feesTransparent, predictable plans with no per-resolution fees

Move beyond the rigid automation of Gorgias AI Agent Actions and Automated Tasks

Gorgias AI Agent Actions and Automated Tasks are a decent first step into e-commerce automation, but they come with serious trade-offs in flexibility, setup, and pricing. The rigid rules, clashing logic, and a pricing model that scales against you can often create more problems than they solve, especially for a growing business.

Modern support teams need total control over their workflows, an AI that can learn from every corner of the business, and costs that actually make sense. It's time to move beyond automation that boxes you in and switch to a platform that sets you free.

Ready to see what a truly self-serve and customizable AI agent can do for your team? Try eesel AI for free and get started in minutes.

Frequently asked questions

Gorgias AI Agent Actions and Automated Tasks enable an AI to go beyond just answering questions, allowing it to perform specific tasks within your connected e-commerce apps. This includes actions like canceling orders, updating addresses, or managing subscriptions directly.

When a customer makes a request, the AI Agent interprets it, checks relevant conditions in integrated platforms like Shopify, and then triggers the appropriate Action. After completing the task, it confirms with the customer and can close the ticket.

Key limitations include potential conflicts between "Guidance" and "Actions," rigid workflows that only allow one action per ticket, narrow access to only the last 10 customer orders, and a complex, unpredictable pricing model.

Yes, you can customize them by tweaking conditions on pre-built templates or using an "advanced editor" for custom HTTP requests. However, this often requires technical knowledge of APIs and coding, which can be a hurdle for non-technical teams.

Pricing is based on a combination of "AI Agent resolution" fees (charged per resolution) and "billable ticket" fees from your monthly plan. This model is generally unpredictable, as costs increase with more automation, making budgeting difficult.

Unfortunately, the system is designed to run only one action per ticket. If a customer's request involves multiple tasks, the AI will typically escalate the ticket to a human agent rather than completing all necessary steps autonomously.

Gorgias AI Agent Actions and Automated Tasks have limited data access, typically only seeing a customer's last 10 orders. This constraint can prevent the AI from understanding the full context of a customer's history or resolving issues related to older purchases.

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Stevia Putri

Stevia Putri is a marketing generalist at eesel AI, where she helps turn powerful AI tools into stories that resonate. She’s driven by curiosity, clarity, and the human side of technology.