Gorgias AI chatbot: A 2026 review of its features, pricing, and capabilities

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 pricing structure, and some key considerations you should be aware of. We're writing this for support managers and operations leaders who are trying to decide how Gorgias's built-in AI fits into their long-term strategy, and how complementary AI solutions might help scale your team even further.

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 allows it 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 its biggest asset, offering a streamlined experience for businesses that operate primarily within the Gorgias and Shopify ecosystem.

What Gorgias AI can actually do for you

The AI Agent has some genuinely handy features, especially if your entire operation lives on Shopify. Knowing what it does well helps you see how it can best serve your team's needs.

Built to work hand-in-hand 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 match your company's tone.

Sorts and tags tickets with Gorgias AI

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 sophisticated feature that helps the AI’s work fit into your team’s existing processes.

Control what your Gorgias AI chatbot automates

Gorgias gives you important safety controls to ensure a great customer experience. You can set up "Handover topics" to tell the AI exactly when to pass a conversation to a human agent. This is ideal for tricky complaints or any situation where a human touch is preferred.

You can also create "Excluded topics" by setting up a rule that tags certain tickets with ai_ignore. This tells the AI to focus on specific types of tickets, giving you the final word on what the AI handles.

How Gorgias AI works: Powerful automation for e-commerce

Looking at the mechanics of the Gorgias AI Agent tells you a lot about its strengths. It’s built to operate in a very specific environment, which makes it incredibly efficient for Shopify-based businesses.

Focused knowledge sources

The Gorgias AI Agent gets its information from a few core 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.

By focusing on these sources, Gorgias ensures that the AI stays within the bounds of your official support documentation. However, if your team stores internal guides in Confluence, Google Docs, or Slack, you might look for ways to bring that information into your Gorgias environment.

This is where a complementary AI platform can provide an extra layer of support. eesel AI, for instance, is designed to be a flexible option that connects to your entire knowledge base in 2026. It can work alongside Gorgias by syncing with Confluence, Google Docs, Notion, and Slack conversations. This helps provide your AI with a broad range of information while still leveraging Gorgias's strong ticketing system.

It uses “agentic logic” to handle step-by-step tasks

Gorgias uses "agentic logic" to help the AI 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 intelligently navigate the steps to make that happen.

A specialized and integrated ecosystem

Because Gorgias is a specialized tool, it is highly optimized for its platform. When you invest in setting up your AI with Gorgias's "Guidance" and "Actions," you're creating a powerful automation engine tailored to that ecosystem.

For teams that want to maintain that same level of AI intelligence even if they ever decide to explore other helpdesk options like Zendesk or Freshdesk, a platform-independent solution can be a great addition. With a tool like eesel AI, you can maintain a consistent AI experience across different platforms, ensuring your automation strategy remains flexible as your business evolves.

eesel AI overview video.

A deep dive into Gorgias AI chatbot pricing

Gorgias offers a comprehensive pricing model for its AI chatbot, designed to scale with your business's success in automating tickets.

The model is integrated into their standard helpdesk plans, which are priced according to how many "billable tickets" you handle each month. When you activate the AI Agent, you add a specialized layer of automation value.

Here's how the pricing components work together:

1. You pay for each "automated resolution" the AI completes. This usually costs between $0.90 and $1.00 per resolution.
2. Each AI resolution is also accounted for within your main helpdesk plan's "billable ticket" count, giving you a unified view of your support volume.

Note: For example, if your AI resolves 600 questions in a month on Gorgias's "Pro" plan, you'd pay for those 600 resolutions (600 x ~$0.90 = $540) in addition to your base plan. This structure reflects the value of the fully automated customer experience.

Here’s a look at how the total cost is structured:

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 value for 600 AI resolutions	Helpdesk plan + (Resolutions x Cost)	$300 + (600 x $0.90) = $840/mo
Human agent ticket capacity	Plan limit - AI resolutions	2,000 - 600 = 1,400 tickets

This usage-based model ensures you are paying for the actual results the AI delivers. It's a structure common in enterprise-grade software that prioritizes results.

For companies looking for different pricing structures, eesel AI offers a model based on "AI interactions." This provides a single metric to track, which some teams may find easier to use for monthly budgeting. All of eesel's products, from the AI Agent to the AI Copilot for human agents, are included in this predictable framework.

The verdict: Is the Gorgias AI chatbot right for you?

The Gorgias AI chatbot is a top-tier tool, particularly for e-commerce brands that are committed to the Shopify and Gorgias ecosystem. Its direct integration is excellent for handling core tasks and can significantly help deflect common customer questions.

The platform is mature, reliable, and powers customer service for thousands of companies. It offers tiered plans to match different team sizes, making it a scalable choice for many growing brands.

For companies that desire even more flexibility or want to bridge knowledge from a wider variety of internal tools, adding a dedicated AI layer on top of your Gorgias helpdesk can be a powerful way to enhance your existing setup.

Transform 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 as a complementary option with Gorgias to make it even more connected to your entire company.

By using eesel AI as an additional layer, you can further customize your automation strategy:

• Connect all your knowledge: Supplement your Gorgias setup by pulling information from Confluence, Google Docs, and past tickets.
• Maintain platform flexibility: Your AI's learned knowledge is portable, giving you peace of mind as your tech stack grows.
• Predictable pricing options: Benefit from a clear price based on AI interactions.
• Simple testing: You can test how the AI handles your past Gorgias tickets before going live, helping you see the potential deflection rate ahead of time.

Ready to see how a complementary AI layer can enhance your support team? Book a demo of eesel AI and find out how our tools can work with your Gorgias workflow today.