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. Trying to sort through all that visual feedback quickly is a huge part of keeping customers happy.

Gorgias, a helpdesk that's super popular with e-commerce brands, has a feature built just for this: Gorgias AI Agent Vision. The promise is simple: let their AI "see" and understand the images customers send, taking a ton of manual work off your team's plate.

This guide is a straight-to-the-point look at this feature. We’ll get into what it actually is, what it's good for, where it falls short, and how the pricing works. By the end, you'll have a clear idea of whether it's the right move for your support team.

What is Gorgias AI Agent Vision?

Gorgias AI Agent Vision is basically a feature that gives Gorgias’s AI Agent the ability to analyze and understand images that customers attach to support tickets. It’s supposed to figure out what’s in a picture without a human having to look at it 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 cook up an 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 only works inside email conversations.

• It was 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 repetitive tasks that used to require a human to open an attachment and look at a picture. 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 rules you’ve set up (Gorgias calls this "Guidance"), kick off the next step. That could mean offering a replacement, issuing a refund, or sending the ticket to a human agent. It can definitely speed up the process for obvious quality problems that would otherwise just sit in a queue.

Speeding up returns and refund checks

Instead of an agent having to manually check if a returned item is in good enough shape (is it unworn? in the original box?), a customer can just snap a photo. Vision can do a first pass to check its condition. This can help move the return merchandise authorization (RMA) process along before the customer even ships the item back.

Pulling info from receipts and screenshots

We've all been there. A customer sends a screenshot of their order confirmation instead of just 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 on its own, without having to bug the customer for more info.

Suggesting products based on photos

If you’re running a Shopify store, 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 pretty neat way to turn a support question into a possible sale.

Use Case	How it Helps Your Support Team
Damaged Product Photos	Less time spent manually reviewing quality claims.
Return Condition Validation	Gets the initial RMA approval process moving faster.
Order Number Extraction	Cuts down on the back-and-forth asking customers for info.
Product Recognition	Can create upsell opportunities from visual questions.

Limitations of Gorgias AI Agent Vision

While the idea is cool, Gorgias AI Agent Vision has some pretty big limitations that might affect how useful it actually is for your team.

Only works on one channel: Email

This is probably the biggest drawback. The Vision feature is currently stuck in email attachments only. It doesn’t work in live chat, SMS, or social media DMs. Since customers are sending images on those channels more and more, your agents will still have to handle those pictures by hand. This can create a disjointed experience where automation only works some of the time.

A good automation setup should be consistent everywhere you talk to customers. Some solutions, like eesel AI, are built to give you a single AI experience across your helpdesk (including Gorgias), Slack, and your website chat. That way, your AI is ready to help wherever your customers are.

Can’t learn from images in your knowledge base

Here’s another blind spot: the AI can’t read or learn from pictures inside your knowledge sources, like your help center or internal guides. If your setup instructions, product manuals, or policy docs use diagrams or screenshots to explain things, all of that visual context is lost on the AI. This can lead to knowledge gaps and answers that aren't quite right.

A smart AI should be able to learn from everything you have, not just the text. For instance, eesel AI connects to all the places your team already keeps information, like Confluence, Google Docs, and Notion. This helps it build a much deeper understanding of your internal docs, which means better answers for both your agents and your customers.

You’re locked into the Gorgias and Shopify world

Gorgias AI Agent is a native part of the Gorgias helpdesk and is built to work best with Shopify stores. If your company uses a different helpdesk like Zendesk or Freshdesk, or you're on an e-commerce platform like WooCommerce, you can’t use this tool without switching everything over, which is often a massive headache.

Your AI should fit your tools, not force you to change them. That's why eesel AI is designed to plug right into the helpdesk you already use in just a few minutes. You don't have to rip out the setup your team is comfortable with. You can just add powerful, self-serve AI to the tools you already have.

Gorgias AI Agent Vision pricing

Let's talk about the money part, because Gorgias’s model for its AI Agent is a little different.

The "pay-per-resolution" model

Gorgias charges you each time the AI successfully closes a ticket on its own. According to their pricing page, it costs $1.00 for every fully automated resolution if you pay monthly, or $0.90 if you’re on an annual plan.

It's also worth noting that an automated resolution still counts as a "billable ticket" for your main helpdesk plan. So you're essentially paying twice for every ticket the AI handles: once for the helpdesk ticket itself, and a second time for the AI resolution.

The potential for surprise bills

A per-resolution model can make your costs hard to predict. As your ticket volume goes up or as your AI gets better at its job, your bill goes up right along with it. This setup can end up costing you more for being successful with automation, making it tough to budget from one month to the next.

How it fits with other Gorgias plans

The AI Agent is an add-on you can get with any Gorgias helpdesk plan, from the $50/month "Basic" plan to the $750/month "Advanced" plan and up. The base plans give you a certain number of tickets handled by humans or basic rules, but AI resolutions are always an extra, separate cost.

Predictable costs are a big deal when you're trying to scale your support team. As a point of comparison, eesel AI offers straightforward, tier-based pricing that includes a big bucket of monthly AI interactions. There are no per-resolution fees, so you can automate as much as you want without dreading the end-of-month bill. This approach lets you get the most out of your automation without any financial surprises.

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?

So, what's the bottom line? Gorgias AI Agent Vision could be a handy tool for e-commerce brands that are all-in on both the Gorgias helpdesk and Shopify. If your team gets a lot of emails with photos of damaged goods, wrong orders, or receipts, this feature could help automate a small but important part of your workload.

However, if your brand talks to customers on multiple channels, uses a different helpdesk, or needs to keep a close eye on spending, the limitations might be a dealbreaker. The email-only function, the fact that it can't learn from visual guides, and the pay-per-resolution pricing can really get in the way of building a scalable automation strategy that works everywhere.

Gorgias AI Agent Vision: Thinking bigger about your support automation

Gorgias AI Agent Vision gives us a peek at what AI can do for customer support, especially when it comes to understanding visual information. It’s a decent feature for some very specific tasks, but it really only works if you stay inside the Gorgias and Shopify world.

Most support teams today need something more flexible than a single-channel tool. They need a platform that can work with their current setup, pull knowledge from all over the place, and come with pricing that makes sense.

eesel AI was built for that exact challenge. It plugs into your helpdesk in minutes, connects to over 100 knowledge sources, and gives you full control over your automation, all with a pricing model that doesn't penalize you for growing. Instead of getting locked into one platform’s idea of the future, you can build an AI strategy that actually fits your business.

Set up your first AI agent with eesel AI for free and see for yourself, or book a demo to learn how you can build a more powerful and flexible automation engine.