A deep dive into the Gorgias AI Agent & Support Agent (2026)

If you run an e-commerce brand, especially on Shopify, you’ve probably come across Gorgias. It’s a beast of a platform for handling customer conversations. As a mature and reliable platform, it’s no surprise they’ve built their own AI tools to help teams automate support, promising instant answers, 24/7 service, and a lighter load for your human agents.

Gorgias has built an impressive ecosystem that makes it a strong, capable choice for e-commerce. While built-in solutions are highly convenient, businesses sometimes look for ways to further refine their setup to ensure their brand voice is perfectly captured and their automation is as efficient as possible.

This guide will give you an honest, in-depth look at the Gorgias AI Agent and Support Agent. We’ll walk through the features, the pricing structure, and how it works in 2026, so you can figure out how to best utilize it for your team. We'll also look at a complementary option that works right alongside Gorgias to offer even more flexibility.

What are the Gorgias AI Agent and the Gorgias AI Agent Support Agent?

The Gorgias AI Agent is the company’s own conversational AI, built right into the helpdesk to automate customer chats. It’s designed to handle different jobs depending on where a customer is in their journey, splitting its work between two main roles.

• Shopping Assistant (before the sale): This is the AI in sales mode. It pops up in your chat widget and email, ready to help potential customers. Its main goal is to offer product recommendations, answer questions about sizing or features, and help close the deal with timely information.

• Support Agent (after the sale): Once someone makes a purchase, the AI switches gears to become a Gorgias AI Agent Support Agent. This version tackles common support questions, like tracking an order, handling returns, and answering policy questions by pulling info from your help center.

Because it’s baked into the Gorgias platform, the AI has a direct, native hookup with Shopify. This gives it access to real-time order details and customer data, which is a significant advantage for speed and accuracy.

Key features of the Gorgias AI Agent Support Agent

To get a clear picture, let’s go over the features Gorgias advertises. It’s a comprehensive toolset designed for modern e-commerce.

Knowledge and training

The Gorgias AI Agent learns from the content you provide. This includes articles from your brand’s Help Center, data from your Shopify store (like your product catalog and order history), and any other documents you upload. It also has a "Vision" feature that lets it analyze images from customers, which can help identify issues like damaged products more quickly.

Customization and control

Gorgias gives you several ways to manage the AI's behavior. The "Guidance" feature lets you write custom instructions for how the AI should talk about specific topics. For example, you can give it a specific protocol for handling questions about your return policy. You can also tweak its "Tone of voice" by picking from presets like "professional" or "friendly" to ensure it aligns with your brand's vibe.

Automation and integrations

The AI does more than just chat. With "Actions," it can perform tasks in other apps, like starting a return or updating a customer’s subscription. Its main strength here is that direct Shopify connection, which lets it perform actions like editing an order or checking inventory seamlessly within the Gorgias interface.

Analytics and optimization

Gorgias provides reports that show you metrics like your automation rate, revenue influence, and customer satisfaction (CSAT) scores for AI-handled tickets. There’s also a feedback system where human agents can rate the AI's answers, which helps the system refine its performance over time.

Understanding the Gorgias AI pricing structure

The Gorgias AI pricing is designed to offer tiered plans that match different team sizes and needs.

The cost has two main parts:

1. Helpdesk Plan: First, you have your base monthly fee for the Gorgias helpdesk. This includes a set number of billable tickets. For example, the Pro plan is $360 a month (billed monthly) and comes with 2,000 tickets.

2. AI Agent Add-on: Gorgias offers the AI as an add-on, typically charging per automated resolution, which ranges between $0.90 and $1.00 each.

This model ensures that you are paying for actual value - tickets that are fully resolved by the AI. While an interaction handled by the AI counts toward your resolution limits and helpdesk tickets, this structure allows businesses to scale their support capacity without necessarily needing to hire more human agents.

Item	Plan Example (Pro)	Quantity	Cost
Base Helpdesk Plan	Billed Monthly	1	$360
Included AI Resolutions	30% automation rate	600	Included
Additional AI Resolutions	200 overage	$1.00 each	$200
Total Estimated Cost			$560+

The per-resolution model is a common industry standard that aligns your costs with the success of your automation strategy.

Considerations for using the Gorgias AI Agent

While the Gorgias AI Agent is a mature and reliable tool, there are a few considerations to keep in mind to get the most out of your automation.

Managing agent tone

Some users find it helpful to spend time refining the "Guidance" feature to ensure the AI sounds exactly like their brand. While the presets are helpful, taking the time to tune the AI’s logic for nuanced conversations can help ensure a smoother experience for your customers.

Structuring knowledge sources

An AI is most effective when it has access to well-organized information. The Gorgias AI focuses heavily on your Help Center. If your company knowledge is currently stored in internal Google Docs or Confluence, you may want to ensure those details are mirrored in your help center or look into complementary tools that can bridge these knowledge gaps.

Expanding the ecosystem

The Shopify integration is excellent, and Gorgias continues to expand its "Actions" library to connect with other essential apps. If you have highly specific or custom workflows, you can look into the Gorgias marketplace for additional integrations that fill those automation gaps.

Testing and optimization

Gorgias offers ways to test the AI, and it's always a good practice to monitor its performance. While some teams look for more robust simulation capabilities, the existing feedback loop from human agents provides a reliable way to improve the system as it interacts with your customers.

A complementary option for total control: How eesel AI enhances your Gorgias helpdesk

Instead of replacing your helpdesk, you can plug an additional AI layer into the system you already use. eesel AI is a specialized tool that connects directly to your existing Gorgias setup to offer even more flexibility and control.

Go live in minutes, no sales call required

Getting started with eesel AI is very efficient. It offers a one-click integration with Gorgias, letting you set up and launch your AI agents on your own time without needing a long onboarding process.

Have human-like conversations

eesel AI offers a customizable prompt editor that works alongside Gorgias. You can refine the AI's personality, set a specific tone of voice, and define rules for when the AI should hand a conversation over to a human. You can also build custom actions that look up information in various systems, expanding the capabilities of your Gorgias setup.

Bring all your knowledge together, instantly

eesel AI helps bridge knowledge gaps by connecting to all your company data:

• Past Gorgias tickets: It can learn from your historical customer conversations to understand your brand voice and common issues.

• External sources: It connects to tools like Google Docs, Confluence, Notion, and more.

• Shopify Integration: It also features a deep Shopify integration to look up live order information, complementing the native Gorgias features.

Test with confidence and get predictable pricing

eesel AI offers a simulation mode that lets you test your AI on historical Gorgias tickets. This allows you to see how the AI would have answered past questions and identify knowledge gaps before going live.

Additionally, eesel AI offers a transparent, flat monthly fee with no per-resolution charges. This provides predictable costs as you scale your support operations within the Gorgias ecosystem.

Go beyond basic Gorgias AI Agent Support Agent automation

The native Gorgias AI Agent is a strong choice for e-commerce brands that are integrated into the Shopify ecosystem and want to automate their support quickly. It’s a mature, reliable, and convenient platform.

For businesses that want to further fine-tune their AI's personality or train it on a wider variety of internal knowledge, adding a complementary tool like eesel AI is a great option. It enhances your Gorgias helpdesk, giving you the flexibility to create a truly smart AI support experience while staying within the tools your team already trusts.

Ready to see what your Gorgias helpdesk can really do? Start your free eesel AI trial to launch an AI agent that learns from all your data in minutes, or book a demo with our team to see it in action.