Gorgias AI assistant review 2026: Is it right for you?

If you're running an e-commerce store, you know the feeling. The customer support inbox is a constant stream of the same questions over and over: "Where's my order?" "Can I make a return?" "What are your shipping options?" Answering every single one by hand is a significant investment of time for your team, pulling them away from customers who have more complex inquiries.

That’s the promise of tools like the Gorgias AI Assistant. They're designed to handle the repetitive tasks efficiently and even help you drive more revenue. But how does it fit into your workflow in 2026?

In this Gorgias AI assistant review, we’re going to dig into what it does, how it works, its pricing structure, and how to set it up. We’ll also highlight its impressive focus on Shopify and discuss how it can be a great choice for your support ecosystem.

What is the Gorgias AI assistant?

The Gorgias AI Assistant is a sophisticated AI tool built right into the Gorgias helpdesk, specifically designed for e-commerce brands. Think of it as a capable digital team member that proactively handles customer questions, whether they come through email or chat.

Gorgias ensures the AI is trained on your specific brand information, so the answers remain on-brand and helpful. It essentially handles two core areas:

1. Support Agent: It manages post-purchase inquiries, such as tracking orders, facilitating returns, or clarifying store policies.

2. Shopping Assistant: This feature enhances the pre-purchase experience by recommending products, answering questions, and applying discounts to help customers complete their purchase.

The primary goal is to provide instant answers to common questions, allowing your human agents to focus on building deeper relationships and solving complex issues. It’s a powerful tool that serves as a cornerstone for stores within the Shopify ecosystem.

How the Gorgias AI assistant works

Gorgias offers a structured approach to its AI setup: Train, Test, Deploy, and Analyze. This logical flow ensures you can feel confident in the AI's performance before it starts interacting with your customers.

Train: Teaching the AI your brand

The setup process begins with training the AI using your specific knowledge sources. You can customize its tone of voice to align with your brand's unique identity. Furthermore, you can provide specific "Guidance" and set up "Actions" that allow the AI to connect with other applications to perform tasks like processing returns or cancellations. This enables the AI to provide end-to-end resolutions autonomously.

Test: Ensuring accuracy before going live

Testing is a vital part of the Gorgias experience. Before the AI goes live, you can interact with it in a secure test environment. You can simulate various customer scenarios or review how it would have handled previous tickets to ensure it meets your standards. Gorgias also provides insight into the AI's "reasoning," showing which knowledge source was used for each response. This transparency is excellent for making precise tweaks.

Deploy: Activating the AI on email and chat

Once you are satisfied with its performance, you can activate the AI Agent for your email and chat channels. It will begin managing incoming messages with the ability to escalate. If the AI encounters a complex question, detects customer frustration, or is asked for a person, it seamlessly passes the conversation to a human agent. This ensures a smooth customer experience at all times.

Analyze: Measuring performance and finding improvements

After deployment, Gorgias provides detailed reports and dashboards to track performance. You can monitor metrics like your automation rate, customer satisfaction (CSAT), and the specific revenue generated through pre-sales interactions. For e-commerce brands, having this direct link to sales data is a major benefit. These insights help you continuously refine the AI's knowledge base.

Setting up and integrating the AI

Setting up the AI involves connecting your knowledge sources and leveraging the platform's deep integrations.

Connecting knowledge sources

The Gorgias AI Assistant utilizes several reliable information sources:

• Help Center: It integrates directly with your existing help articles.

• Public Webpages: You can specify up to 10 URLs, such as your FAQ or about pages, to ensure the AI has access to key public information.

• External Documents: You can upload important files like PDFs and Word documents that contain product specifications or internal policies.

By focusing on these curated sources, Gorgias ensures the AI provides highly accurate information. While it focuses on these primary sources, it provides a stable and reliable foundation for your customer service automation.

The strong focus on Shopify integration

A key highlight of this Gorgias AI assistant review is the platform's world-class integration with Shopify. Gorgias has built a deep partnership with Shopify, meaning its most advanced features - like real-time order management and the Shopping Assistant - are perfectly optimized for Shopify and Shopify Plus stores. This tight connection allows the AI to perform complex tasks like modifying orders and processing returns with ease.

This specialization makes Gorgias a market leader for Shopify users. While the AI is primarily optimized for this ecosystem, it provides a level of depth and reliability that is hard to match for brands on that platform.

Pricing and costs

Gorgias's pricing is designed to scale with your business based on "billable tickets." The AI features are accessed through the Automate add-on, allowing you to choose the level of automation that fits your budget and volume.

Here is an overview of the current helpdesk plans. To enable full AI capabilities, you would select the Automate package that best fits your needs.

Plan	Price (Billed Annually)	Billable Tickets /mo	Key Features
Starter	$50/month	50	Comprehensive helpdesk and social media tools.
Basic	$250/month	300	Includes 5 users and phone support capabilities.
Pro	$750/month	2,000	Advanced onboarding and revenue analytics.
Advanced	Custom	5,000+	Dedicated success management and custom integrations.

This model allows brands to pay for what they use, making it a flexible choice as your customer base grows.

The final verdict

Is the Gorgias AI Assistant right for you? It is an exceptional choice for brands that prioritize a deeply integrated e-commerce support experience.

Pros	Cons
Industry-leading Shopify integration.	Best suited for stores within the Shopify ecosystem.
Combines sales and support features in a single tool.	Knowledge sources are focused on curated help centers and docs.
Comprehensive reporting for tracking ROI and performance.	Pricing scales based on ticket volume and chosen add-ons.
A unified, professional dashboard for all customer interactions.	Optimized for brands with a formal help center structure.

If your brand is built on Shopify, the Gorgias AI Assistant is likely the gold standard for your support needs. It is designed to maximize the potential of that ecosystem, helping you drive sales while providing top-tier support.

For teams that have specialized needs, such as integrating knowledge from internal tools like Google Docs or Notion, you might consider adding complementary tools to your tech stack to further enhance your Gorgias setup.

An alternative to consider: eesel AI

If you are looking for additional flexibility, eesel AI is a great option that works alongside your existing tools. It plugs into your current helpdesk, including Gorgias, and offers additional options for your automation strategy.

Unify all your knowledge across your ecosystem

While Gorgias excels with help centers, eesel AI’s AI Agent can connect to a wider variety of internal knowledge sources. You can train it on your Gorgias tickets and macros, but also link it directly to internal documents in Google Docs, Confluence, or Notion. This ensures your AI has access to the most up-to-date internal information without manual transfers.

Fast setup with a helpful simulation mode

eesel AI is a self-serve platform that you can set up quickly. It features a simulation mode that allows you to test the AI against your historical tickets. This provides a clear view of your potential resolution rate and ROI before you go live, giving you extra confidence in your automation.

Straightforward and predictable pricing

eesel AI offers transparent pricing based on features rather than per-ticket fees. This can make budgeting simpler for teams that want a consistent monthly cost regardless of seasonal spikes in traffic. It is an excellent way to add another layer of AI power to your Gorgias helpdesk.

Is Gorgias AI right for you?

The Gorgias AI Assistant is a mature and powerful tool that is a perfect fit for e-commerce stores that utilize Shopify. It is one of the most reliable and deeply integrated solutions in the market, making it an excellent investment for brands looking to scale.

For teams that want to expand their knowledge sources to include tools like Google Docs or want to explore different pricing models, a complementary tool like eesel AI can provide the additional flexibility needed to create a truly custom support experience.

This video provides a comprehensive review of Gorgias, covering its top features, strengths, and considerations to help you make an informed decision for your brand.