Gorgias AI Chatbot: A 2025 review of its features, pricing, and limits
Stevia Putri
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If you work in e-commerce, you’ve probably heard of Gorgias. It’s a major player in the helpdesk world, especially for brands built on Shopify. A huge part of their appeal is automation, and their AI Agent is front and center in that strategy. It promises to handle customer questions automatically, freeing up your team for more important work.
But what’s it actually like to use in the real world? This guide breaks down the Gorgias AI chatbot. We’ll get into what it is, its main features, how it operates, its confusing pricing, and some important limits you should be aware of. We’re writing this for support managers and operations leaders who are trying to decide if Gorgias’s built-in AI is the right long-term choice, or if a more adaptable AI solution would be a better fit for scaling your team.
What is the Gorgias AI chatbot?
First off, you can’t just buy the Gorgias AI chatbot on its own. It’s a built-in feature called "AI Agent" that comes with the Gorgias helpdesk. It was designed specifically to automate customer conversations and is heavily geared towards e-commerce businesses, especially those on Shopify.
The tech behind it is generative AI and large language models (LLMs), similar to what powers tools like ChatGPT. But unlike a general tool, Gorgias’s AI has been trained for shopping-related scenarios. They talk about its "agentic logic," which is just a fancy term for its ability to handle requests with multiple steps. Think of a customer who wants to return an item and use the store credit for a new purchase in the same conversation.
The goal is simple: resolve common tickets like "Where is my order?", answer questions from potential buyers to help increase sales, and generally guide shoppers along their journey. The aim is to get repetitive tasks off your agents’ to-do lists. While it’s powerful within its own world, that tight integration is both its biggest asset and a major point to think about, particularly for businesses that rely on tools outside of the Gorgias and Shopify bubble.
Key features and capabilities of the Gorgias AI chatbot
Credit where it’s due, the AI Agent has some genuinely handy features, especially if your entire operation lives on Shopify. Knowing what it does well helps you see where it might not meet your team’s needs.
The Gorgias AI chatbot is best friends with Shopify
This is where Gorgias feels most at home. The AI Agent can link directly to your Shopify store to grab live data and perform actions. This means it can handle a lot of common e-commerce tasks all by itself, such as:
- Checking an order’s current status
- Changing shipping details for an order that’s already been placed
- Processing a return or an exchange
- Creating a unique discount code for a customer
For any brand that runs on Shopify, this deep connection makes for a smooth experience for both customers and your support agents.
Customize your Gorgias AI chatbot brand voice
The way your bot communicates with customers is a big deal. Gorgias understands this and gives you levers to pull to control the AI’s personality. You can pick from presets like "Friendly," "Professional," or "Sophisticated." Even better, you can select the "Custom" option and give the AI direct instructions on how to talk, what phrases it should use, and which ones it should avoid. This is key for keeping your brand voice consistent and making sure your automated replies don’t sound like they’re from a generic robot.
The Gorgias AI chatbot helps organize and tag tickets automatically
A busy helpdesk inbox can get out of hand, fast. The Gorgias AI Agent helps keep things organized with its "AI ticket tagging" feature. It reads incoming emails and chats, figures out the topic (like "shipping status" or "product restock"), and adds the right tags. This helps send tickets to the right person or department and keeps your analytics clean, which makes it easier to see what customers are asking about most often. It’s a small but useful feature that helps the AI’s work fit into your team’s existing processes.
Control what your Gorgias AI chatbot automates
Nobody wants an AI going rogue and trying to handle sensitive customer problems. Gorgias gives you some important safety controls to prevent that. You can set up "Handover topics" to tell the AI exactly when to pass a conversation to a human agent. This is ideal for angry customers, tricky complaints, or any situation where a human touch is absolutely needed.
You can also create "Excluded topics" by setting up a rule that tags certain tickets with ai_ignore. This tells the AI to completely ignore tickets from certain email addresses or those that contain specific words. It’s a necessary feature for safety and gives you the final word on what the AI can and can’t do.
How the Gorgias AI chatbot works (and where it falls short)
Looking at the mechanics of the Gorgias AI Agent tells you a lot about its strengths and, more importantly, its weaknesses. It’s built to operate in a very specific environment, which can become an issue if your business doesn’t fit neatly inside that box.
The Gorgias AI chatbot only learns from a select few knowledge sources
The Gorgias AI Agent gets its information from a few specific places: your Shopify store data, public help center articles, your website, custom instructions you write called "Guidance," and any documents you upload directly to it.
On paper, this sounds fine. But it creates a huge problem: knowledge silos. All of these sources are managed inside of or linked directly to Gorgias. But what if your most important, up-to-date information is stored somewhere else? What about the detailed internal guides your team has built out in Confluence? The troubleshooting steps in shared Google Docs? Or the critical "tribal knowledge" that only exists in your team’s Slack channels? Gorgias’s AI has no access to any of that.
This is where a more adaptable AI platform can make a huge difference. eesel AI, for instance, is designed to be a flexible layer that connects to your entire knowledge base. It can plug into Gorgias while also syncing with Confluence, Google Docs, Notion, and even Slack conversations. This gives your AI access to all of your team’s collective knowledge, not just the officially documented stuff in your helpdesk.
How the Gorgias AI chatbot uses "agentic logic" for tasks with multiple steps
Gorgias mentions that its AI uses "agentic logic." All this means is that the AI can take a complicated request, break it down into smaller steps, and then execute those steps one by one. For instance, if a customer says, "I need to return this shirt and use the money to buy a different one," the AI can figure out the steps to make that happen.
The Gorgias AI chatbot: The problem with a closed-off system
While the tight integration is nice for getting started quickly, it leads to another major drawback: you’re locked in. When you invest months setting up your AI with Gorgias’s "Guidance" and "Actions," you’re tying your whole automation strategy to their platform. If you ever decide to switch helpdesks, maybe from Gorgias to Zendesk or Freshdesk, none of that AI-specific work comes with you. You’re forced to start over from square one.
This is where a platform-agnostic solution offers real long-term security. With a tool like eesel AI, your AI’s brain is completely separate from your helpdesk. If you move from Gorgias to Zendesk, you just reconnect eesel AI. All your trained knowledge, custom behaviors, and workflows are still there, saving you from months of frustrating rework.
A deep dive into Gorgias AI chatbot pricing
This is where it gets a bit messy. The Gorgias AI chatbot isn’t a freebie thrown into your plan; it’s a paid add-on with a pricing model that can be confusing and quickly become expensive.
The model is layered on top of their standard helpdesk plans, which are already priced according to how many "billable tickets" you handle each month. When you activate the AI Agent, you’re adding a second layer of costs.
Here’s the double charge you need to watch out for:
- You pay a fee for every "automated resolution" the AI completes. This usually costs between $0.90 and $1.00 per resolution.
- Here’s the kicker: each AI resolution also uses up one "billable ticket" from your main helpdesk plan.
Pro Tip: Let’s say your AI resolves 600 common questions in a month on Gorgias’s "Pro" plan. You’d pay for those 600 resolutions (600 x ~$0.90 = $540) on top of your plan’s cost. But those 600 resolutions would also be subtracted from your 2,000 monthly helpdesk tickets, leaving just 1,400 for your human agents. This double-dipping can make it really tough to predict your support costs.
Here’s a quick table to show you how the total cost adds up:
| Plan Component | Cost Structure | Example (Pro Plan) |
|---|---|---|
| Helpdesk Plan | Based on monthly billable tickets | $300/mo for 2,000 tickets |
| AI Agent Add-on | Per fully automated resolution | ~$0.90 per resolution |
| Total Cost for 600 AI Resolutions | Helpdesk Plan + (Resolutions x Cost) | $300 + (600 x $0.90) = $840/mo |
| Remaining Human Tickets | Plan Limit – AI Resolutions | 2,000 – 600 = 1,400 tickets |
This brings us to the third big limitation: unpredictable spending. The model makes it hard to budget accurately and, in a strange way, it costs you more as your automation gets better. The more tickets your AI resolves, the higher your bill climbs.
By comparison, platforms like eesel AI use a much simpler pricing model based on "AI interactions," a single metric that counts either a reply or an action. This makes budgeting straightforward and means you aren’t paying twice for the same automated task. All of eesel’s products, from the AI Agent to the AI Copilot for human agents, are rolled into one predictable plan, giving you much clearer value.
The verdict: is the Gorgias AI chatbot right for you?
So, what’s the final call? The Gorgias AI chatbot is a solid tool, but it’s really designed for a specific kind of business: an e-commerce brand that is all-in on the Shopify and Gorgias ecosystem and has no plans to leave. Its direct integration is convenient for basic tasks and can certainly help deflect common customer questions.
But that convenience comes at a price. You’re risking knowledge gaps by being cut off from internal docs, you’re locking yourself into their platform, and you’re stuck with a confusing pricing model that can get expensive and hard to predict as your business grows.
For companies that need more flexibility, want to connect to a wider range of knowledge sources, and prefer predictable costs, a dedicated AI layer that sits on top of your helpdesk is a much smarter move for the future.
Supercharge your Gorgias AI chatbot with a dedicated AI layer
The good news is you don’t have to pick between your favorite helpdesk and a truly powerful AI. A tool like eesel AI can work with Gorgias to make it smarter, more flexible, and better connected to your entire company.
Instead of being stuck with one platform’s rules, you get an AI brain that you truly own and control. Here’s what that really means for you:
- Connect all your knowledge: Train your AI on everything, not just what’s in your help center. Pull information from Confluence, Google Docs, past tickets from any helpdesk you’ve used, and so much more.
- Ditch the platform lock-in: Your AI’s brain is portable. If you ever switch from Gorgias to another helpdesk, your AI moves with you. No more starting from scratch.
- Get predictable pricing: Pay one clear price based on AI interactions, without the confusing and expensive "double dip" on billable tickets.
- Test it out first: You can test your AI on your past Gorgias tickets before going live. This lets you see the exact ROI and deflection rate you can expect before you even flip the switch.
Ready to see what a smarter AI can do for your support team? Book a demo of eesel AI and find out how our AI layer can improve your Gorgias workflow today.
Frequently asked questions
No, you cannot get it as a standalone product. The Gorgias AI chatbot is an integrated feature called “AI Agent” that is only available as a paid add-on to a Gorgias helpdesk subscription.
You pay a fee for every automated resolution, but each resolution also counts as one “billable ticket” against your main helpdesk plan limit. This can make costs hard to predict, as you essentially pay twice for every ticket the AI handles.
The chatbot primarily uses your Shopify store data, public help center articles, and information you manually add within Gorgias. It operates in a closed system and cannot access knowledge from external tools like Confluence, Google Docs, or Slack.
Your entire AI configuration is locked into the Gorgias platform. If you decide to move to a different helpdesk, you cannot transfer your automations or learned knowledge and will have to rebuild your AI system from scratch.
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