A complete overview of Gorgias AI Agent Vision

Let's be real, your customer support inbox is probably full of pictures. Photos of damaged products, screenshots of order confirmations, maybe even a picture of something a customer wants to buy. Sorting through all that visual feedback quickly is a huge part of keeping customers happy.

Gorgias, a helpdesk that's a leader for e-commerce brands, has a feature built just for this: Gorgias AI Agent Vision. The goal is clear: let their AI "see" and understand the images customers send, helping your team focus on more complex tasks.

This guide is a straight-to-the-point look at this feature. We’ll get into what it actually is, its core strengths, areas where you can supplement its capabilities, and how the pricing works. By the end, you'll have a clear idea of how to best use it for your support team in 2026.

What is Gorgias AI Agent Vision?

Gorgias AI Agent Vision is a sophisticated feature that gives Gorgias’s AI Agent the ability to analyze and understand images that customers attach to support tickets. It's designed to interpret what’s in a picture, providing immediate context without requiring a human to manually open every file first.

Here’s how it works in a nutshell: a customer sends an email with an image attached. The Vision feature uses a large language model (LLM) to check out the visual data. It can spot a broken item, read the text on a receipt, or recognize a specific product. It then uses that info, along with whatever the customer wrote, to generate a helpful automated reply.

A couple of quick things to keep in mind:

• It’s turned on by default for any account that has an active AI Agent subscription.

• Right now, it is specifically optimized for email conversations.

• It is expertly trained to deal with the usual e-commerce stuff that relies on pictures, like damage claims or order confirmations.

What Gorgias AI Agent Vision is good for

This feature is really designed to automate the kind of tasks that used to require manual review. Here’s where it can be a real help.

Handling product issues and damage claims automatically

It happens all the time: a customer sends a photo to show you a damaged, defective, or wrong item. Vision can look at these images to confirm there's an issue and then, based on the helpful "Guidance" rules you’ve set up, kick off the next step. That could mean offering a replacement, issuing a refund, or notifying a human agent. It speeds up the process for obvious quality problems, keeping your queue moving efficiently.

Speeding up returns and refund checks

Instead of an agent having to manually verify if a returned item is in good shape, a customer can just snap a photo. Vision can do an initial check of its condition. This helps move the return merchandise authorization (RMA) process along, providing a faster response for the customer.

Pulling info from receipts and screenshots

A customer might send a screenshot of their order confirmation rather than typing out the order number. Gorgias AI Agent Vision can read the text in those images to grab key details like order IDs or tracking numbers. This lets the AI look up the order status accurately and autonomously.

Suggesting products based on photos

For Shopify stores, Vision can identify products in images. Say a shopper sends a photo of an item they saw on Instagram. The AI can recognize it and point them to the same or similar products in your store. It’s a great way to turn a support question into a helpful shopping experience.

Use Case	How it Helps Your Support Team
Damaged Product Photos	Reduces time spent on manual quality claim reviews.
Return Condition Validation	Streamlines the initial RMA approval process.
Order Number Extraction	Minimizes back-and-forth by pulling data directly from images.
Product Recognition	Enhances the customer experience with visual product suggestions.

Considerations for your Gorgias AI Agent Vision setup

While the technology is impressive, Gorgias AI Agent Vision has some specific areas of focus that might influence how you choose to supplement it.

Specialized channel focus: Email

The Vision feature is currently optimized for email attachments. It provides a deep, specialized service for the channel where most visual documentation is sent. If your customers frequently use live chat, SMS, or social media for photos, you might look for complementary tools to create a consistent experience across all platforms.

For a comprehensive approach, options like eesel AI can work alongside your helpdesk to provide a unified AI experience across Gorgias, Slack, and website chat.

Focus on ticket-based visual data

The AI is designed to read and learn from the specific images customers provide in tickets. While it doesn't currently index visual diagrams inside your internal knowledge base, it is highly effective at interpreting the real-time visual context provided by the customer.

To ensure your AI has the broadest possible context, you can use complementary tools like eesel AI which connects to various information sources like Confluence, Google Docs, and Notion to supplement your team's knowledge.

Built for the Gorgias and Shopify ecosystem

Gorgias AI Agent is a native part of the Gorgias platform, expertly built to work with Shopify stores. This deep integration ensures that for brands using these tools, the experience is seamless and reliable.

For teams that use a variety of different tools and want to add an AI layer without changing their existing setup, eesel AI is a great complementary option that plugs right into the tools you already use in just a few minutes.

Gorgias AI Agent Vision pricing

The pricing for the Gorgias AI Agent is designed to reflect the value of successful automation.

The resolution-based model

Gorgias charges based on the results the AI achieves. According to their pricing page, it costs $1.00 for every fully automated resolution on a monthly plan, or $0.90 on an annual plan. This model ensures you are paying for actual outcomes where the AI has successfully assisted a customer.

Scalable and predictable budgeting

A resolution-based model allows you to see the direct ROI of your automation. As your AI becomes more effective, the cost scales with the volume of work it successfully takes off your team's plate. This makes it a transparent way to track the value Gorgias is providing.

How it fits with other Gorgias plans

The AI Agent is a powerful add-on available for any Gorgias helpdesk plan, from "Basic" to "Advanced." While the base plans cover your core ticketing needs, the AI resolution fees are a separate cost that represents the advanced automation capabilities being utilized.

For teams looking for different pricing structures, eesel AI offers straightforward, tier-based pricing that includes a large volume of monthly AI interactions. This can be a great way to manage costs as you scale your support volume.

Plan	Monthly Price (Annual Billing)	Helpdesk Tickets Included	AI Agent Resolution Cost
Basic	$50/mo	300	+$0.90 per resolution
Pro	$300/mo	2,000	+$0.90 per resolution
Advanced	$750/mo	5,000	+$0.90 per resolution
Enterprise	Custom	Custom	+$0.90 per resolution

The verdict: Is Gorgias AI Agent Vision a good fit for you?

Gorgias AI Agent Vision is an excellent tool for e-commerce brands that are leveraging the powerful combination of Gorgias and Shopify. If your team handles a high volume of emails with visual attachments like damage reports or receipts, this feature provides incredible value by automating a significant part of your workload.

For brands that want to expand their AI capabilities across even more channels or knowledge sources, combining Gorgias with a tool like eesel AI can help create a comprehensive automation strategy that covers every base.

Gorgias AI Agent Vision: Thinking bigger about your support automation

Gorgias AI Agent Vision is a great example of how AI can transform customer support by understanding visual information. It’s a robust feature for specialized tasks, especially for those deep within the Gorgias and Shopify world.

Many modern support teams look to build on this foundation with flexible tools that enhance their existing ecosystem. eesel AI is designed to be one such option. It connects to over 100 knowledge sources and works alongside your helpdesk to give you even more control over your automation. By using Gorgias alongside complementary AI tools, you can build a support strategy that is both powerful and perfectly suited to your business.

Set up your first AI agent with eesel AI for free to see how it complements your workflow, or book a demo to learn how to build a more flexible automation engine.