Gorgias AI Agent agentic logic

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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If you work in e-commerce, you know the drill. The conversation around AI has gone from "maybe someday" to "we need it now." We’ve all seen basic chatbots, but the new promise is AI that can actually think and act like a real agent. Gorgias, a huge name for Shopify helpdesks, is front and center with its Gorgias AI Agent.

They throw around the term "agentic logic," which definitely sounds impressive. But what does it really mean for your support team on a busy Tuesday afternoon? Is it going to make your life easier, or is it just another complicated tool that ends up creating more work?

This post is a straightforward look at what the Gorgias AI Agent can and can't do. We’ll cut through the jargon, explain what agentic logic actually is, and get into the nitty-gritty: its limitations, what it really costs, and how it compares to more modern and flexible options out there.

What is the Gorgias AI Agent?

The Gorgias AI Agent is basically an autonomous assistant that lives inside your Gorgias helpdesk. It’s not just there to spit out canned answers; it’s designed to resolve customer issues from start to finish, ideally without a human ever touching the ticket.

It's built specifically for e-commerce brands. The agent tackles the repetitive, high-volume questions that clog up your support queue, like "Where's my package?" or "How do I make a return?" The whole point is to close the ticket for good, not just send the customer a link to your FAQ page and call it a day.

To pull this off, it plugs into your company's data, your Shopify store info, knowledge base articles, and past conversations, to provide answers that are tailored to your business. It can even take action, like modifying an order or starting a return process, which is what separates it from a simple Q&A bot.

What is agentic logic?

Before we get any further, let's quickly break down what "agentic AI" actually is. It’s a pretty big leap from the AI most of us are used to.

  • Old-school chatbots are like phone trees. They follow a rigid script and are fine for basic questions, but they get stuck the second a customer goes off-script.

  • Generative AI (think ChatGPT) is a master of words. It can write a friendly, human-sounding email, but it can't actually do anything for the customer, like check their order status in your system.

  • Agentic AI is the new kid on the block. It doesn't just talk; it acts. You give it a goal, and it figures out the best way to get there on its own.

Agentic logic is just the term Gorgias uses for its AI's thought process, which is meant to copy how a human agent would handle a ticket. From what they’ve shared, it’s a three-step routine that kicks off every time a customer gets in touch.

  1. Figure out the request: First, the AI reads the customer's message to understand what they need. It also does a quick safety check. If a customer asks about something you've told the AI to stay away from, it knows to back off and escalate.

  2. Find info and make a plan: Next, it decides what tools it needs. Should it grab an answer from your help center? Or does it need to connect to Shopify to update an order? If the problem has multiple parts, it maps out a sequence of actions to solve it.

  3. Write a reply and double-check it: Finally, it crafts a response that matches your brand's voice. But before it sends anything, it runs a final quality check. If the AI isn't confident enough in its answer, it won't risk it, it'll pass the conversation to a human.

It sounds like the perfect automated employee, right? But the reality of getting it to work is a bit more complicated.

How the Gorgias AI Agent works (and its limits)

While the idea of agentic logic is great, putting it into practice comes with some pretty big hurdles. When you look under the hood at how Gorgias has built its AI, you realize it's anything but a simple, plug-and-play solution.

The setup requires a team of experts

If you're expecting a simple settings page where you can easily configure your AI, you might be in for a surprise. A case study on how Gorgias uses Temporal reveals that their system is a serious engineering project. Another one with PromptLayer shows they have a dedicated team of machine learning and prompt engineers just to keep it running.

Their day-to-day involves hunting for weird edge cases in customer chats, building custom datasets to test against, and constantly tweaking things.

The big takeaway here is that this isn't a tool you can set up on a Friday afternoon. Getting the Gorgias AI Agent dialed in and keeping it that way takes a lot of ongoing technical work. For most support teams that don't have their own squad of AI engineers, this is a non-starter.

You're dealing with a "black box"

Even with all the controls they offer, the AI's decision-making process, its agentic logic, is a bit of a mystery if you're not an engineer. If the AI makes a mistake or you want to tweak its behavior, you can't just open a visual workflow builder and drag and drop a few boxes. You're stuck working within the lines of a system built by and for engineers.

This is where you feel the difference with a platform like eesel AI. Instead of a rigid, hard-to-understand system, eesel AI gives you a completely transparent workflow engine that you control. It puts the power back into the hands of the support team. You get to decide, without writing any code, exactly which tickets the AI should handle and what it's allowed to do. You'll never be left wondering why the AI did what it did.

No easy way to test before you go live

Before you let an AI start talking to your customers, you want to be completely sure it's ready. While Gorgias's engineers are busy testing behind the scenes, there isn't a simple, built-in way for a support manager to simulate how the AI would have performed on thousands of your past tickets.

That’s a massive gamble. Without a proper simulation, you can't get a real forecast of your resolution rates, potential costs, or the mistakes it might make. It’s one of the main reasons teams are hesitant to hand over the keys to automation. This is a big reason we built eesel AI the way we did; it includes a powerful simulation mode right in the dashboard. You can test your entire setup on your actual ticket history and get an accurate prediction of performance and cost savings before a single customer interacts with it.

A closer look at Gorgias AI pricing

Let's talk about money. Gorgias's pricing can be a little confusing because it has a few different layers. To use the AI Agent, you need a Gorgias helpdesk plan and the AI Agent add-on.

First, the helpdesk plans are based on the number of "billable tickets" you handle each month. A ticket becomes billable the moment an agent, a rule, or the AI sends a message.

On top of that, you pay for the AI Agent add-on. This is a separate charge, priced per automated resolution. On their annual plans, you're looking at about $0.90 every time the AI successfully closes a ticket.

But here's the tricky part: an automated resolution from the AI also counts as a billable helpdesk ticket. This means you can get charged twice for the same automated conversation, once for the AI's work and again for the ticket itself. During a busy period like Black Friday, this double-charging can make your bill shoot up without warning.

PlanBase Price (Monthly)Included TicketsOverage Cost (per 100)AI Agent Cost (per resolution, annual)
Basic$50300$40$0.90
Pro$3002,000$36$0.90
Advanced$7505,000$36$0.90

This is a very different approach from platforms like eesel AI, which keep things simple. With eesel AI, you get straightforward plans with no per-resolution fees. Your bill is flat and predictable, so you don't get punished with a higher bill just because you're having a successful month.

Is the Gorgias AI Agent the right choice for you?

After breaking it all down, it's pretty clear who the Gorgias AI Agent is designed for: huge, Shopify-based e-commerce brands with deep pockets and, most importantly, an in-house technical team to handle the heavy lifting of setup and maintenance.

For just about everyone else, the platform's limitations are likely to be major deal-breakers.

Things to consider before you sign up

Before you commit, it’s worth thinking about these main challenges:

  1. A long and complex setup: This isn't a quick win. Expect an implementation process that requires engineers and could take weeks or even months to get right.

  2. Unpredictable costs: The mix of per-resolution fees and billable tickets makes budgeting a guessing game. Your costs grow as your support volume grows, which feels a bit like a penalty for success.

  3. Lack of control: The "black box" nature of its agentic logic means non-technical users can't easily understand, customize, or control what the AI is doing from a simple dashboard.

A simpler, more powerful alternative: eesel AI

For most teams, the cost and complexity of the Gorgias AI Agent just aren't practical. That’s why modern platforms like eesel AI exist, to give you all the power of agentic AI without the enterprise-level headaches.

  • Get started in minutes, not months: You can forget about long implementation cycles and mandatory sales demos. With eesel AI, the setup is completely self-serve. You can connect your helpdesk, train the AI on your knowledge base, and launch your agent in under an hour.

  • You're in complete control: Where Gorgias’s agentic logic can feel like a mystery, eesel AI gives you a visual workflow engine that's fully customizable. You decide exactly which tickets to automate, what the AI's personality should be, and what actions it can take, all from a dashboard anyone can use.

  • Clear, predictable pricing: eesel AI has no per-resolution fees. You pay one flat, predictable price each month, which makes it easy to budget and calculate your return on investment.

  • Test without the risk: eesel AI’s simulation mode lets you see exactly how your agent will perform on your actual historical tickets. You get a clear forecast of your resolution rate and savings before you flip the switch.

FeatureGorgias AI Agenteesel AI
Setup TimeWeeks, needs an engineering teamMinutes, completely self-serve
ControlLimited, "black box" logicFull control with a visual workflow engine
Pricing ModelPer-resolution + billable ticketFlat monthly fee, no resolution charges
Pre-Launch TestingInternal engineering evaluationsOne-click simulation for support managers
Best ForEnterprise Shopify brands with dev teamsAny team that wants control, speed, and predictability

The verdict on the Gorgias AI Agent

The Gorgias AI Agent and its agentic logic are a serious piece of tech for e-commerce automation. It’s powerful and deeply integrated with Shopify, and it can probably achieve great results for the right company. But its enterprise-level complexity, heavy resource requirements, and unpredictable pricing make it a tough sell for most teams.

If you want the benefits of AI without the black box, a platform like eesel AI offers a much more straightforward path. It gives you the speed, transparency, and control you need to automate your support effectively, all while keeping your costs in check.

Ready for an AI agent you can actually manage? Set up your first eesel AI agent in minutes and see how it feels.

Frequently asked questions

The Gorgias AI Agent is an autonomous assistant designed to fully resolve customer issues by understanding requests, planning actions, and taking steps like modifying orders. Unlike standard chatbots that follow rigid scripts, its agentic logic allows the AI to "think" and act more like a human agent, aiming to close tickets completely.

No, setting up and managing the Gorgias AI Agent requires significant engineering effort and a dedicated team of machine learning and prompt engineers. It is not a plug-and-play solution and takes substantial ongoing technical work, making it impractical for most support teams without in-house AI expertise.

The pricing for the Gorgias AI Agent involves two layers: a base helpdesk plan based on "billable tickets" and an additional charge per automated resolution from the AI Agent. Crucially, an automated resolution also counts as a billable ticket, meaning you can be charged twice for the same automated conversation, leading to unpredictable costs.

Key challenges include a long and complex setup process that often requires an engineering team, unpredictable costs due to its double-charging pricing model, and a lack of transparency. The "black box" nature of its agentic logic means non-technical users cannot easily understand or customize its decision-making.

The blog indicates that there isn't a simple, built-in way for a support manager to simulate how the Gorgias AI Agent would perform on thousands of your past tickets. This makes it difficult to forecast resolution rates, potential costs, or identify mistakes before the AI interacts with actual customers.

The decision-making process of the Gorgias AI Agent is described as a "black box" for non-engineers. This means its internal workings are not easily understood or customized through a simple visual interface, requiring technical expertise to interpret or tweak its behavior.

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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.