A complete overview of Gorgias AI customer engagement in 2026

Gorgias has become a big name in the ecommerce world, and it’s no shock they're diving headfirst into AI to help with customer support and drive more sales. The idea is pretty simple: let AI handle the common questions so you can turn more window shoppers into actual customers. It's a powerful approach for modern businesses looking to scale.

In this article, we’re going to give you a straight-up look at the Gorgias AI customer engagement features. We’ll get into what it can do, look at its tiered pricing options, and discuss how it fits into your support strategy in 2026. By the end, you'll have a much clearer picture of how Gorgias's all-in-one setup can benefit you, and how specialized tools like eesel AI can complement it.

What is Gorgias?

At its heart, Gorgias is a premier customer service platform, often called a "helpdesk," that was built specifically for ecommerce brands, especially those on Shopify. Its main selling point is pulling all your customer chats, from email, live chat, social media, and more, into one single, organized inbox.

The reason online stores love it is its deep integration with ecommerce platforms. When a customer gets in touch, your support agents can see their entire order history right there in the ticket. This unified view saves time and creates a smoother experience for both agents and customers.

A deep dive into Gorgias AI customer engagement

Gorgias AI is a robust toolkit designed to automate support and connect with shoppers on your site. It’s built to handle conversations both before and after a sale, splitting its work between two main components.

The two core components: Support Agent and Shopping Assistant

Support Agent: This is the AI that works on the "post-purchase" side of things. It’s designed to automatically answer common questions that come in after a customer buys something. It handles queries like: "Where is my order?," "How do I make a return?," or "What's your refund policy?" The Support Agent provides instant answers, allowing your human agents to focus on more complex, high-touch interactions.

Shopping Assistant: This is the "pre-purchase" AI that chats with people while they're still browsing. It works through your site's chat to answer product questions, offer personalized recommendations, and can even provide discount codes to encourage a purchase. This feature is excellent for boosting conversion rates by making the shopping experience more interactive.

Description: A simple diagram with two columns. The left column is titled "Shopping Assistant (Pre-purchase)" and lists its functions: Answers product questions, Offers recommendations, Provides discount codes. The right column is titled "Support Agent (Post-purchase)" and lists its functions: Answers "Where is my order?", Handles return requests, Explains refund policies.

Key features for proactive engagement

Gorgias uses specific tools to start conversations with shoppers and provide a helpful presence on your site. These include:

• Suggested product questions: On product pages, the AI can present common questions like "Is this machine washable?" or "What's this made of?" Shoppers can click one to get an instant answer, making the research process effortless.

• Ask anything input: This is a friendly chat box that follows visitors with a prompt like "Have a question? Ask me anything." It’s a great way to make support feel accessible and encourage engagement.

Gorgias continues to iterate on these features to ensure the AI is active and helpful across the most important parts of the customer journey.

How Gorgias AI does more than just talk

One of the most impressive things about Gorgias AI is that it can actually do things. Because it integrates deeply with the ecommerce ecosystem, it can automate tasks that would traditionally require manual intervention.

For instance, the AI can edit a customer's order in Shopify, initiate a return through an app like Loop Returns, or manage a subscription in Recharge. This level of automation shows that Gorgias is a sophisticated platform capable of resolving issues from start to finish.

Description: A mermaid chart illustrating how Gorgias AI handles an automated task.

How Gorgias AI is trained and managed

Gorgias has a thoughtful four-step process for its AI: "Onboard, Automate, Observe, Coach." This approach treats the AI as a valuable team member that benefits from ongoing training and feedback.

Onboarding: Teaching the AI about your brand

Gorgias AI learns from core sources to stay aligned with your business:

• Your Shopify store data, including your product catalog and customer orders.
• Your public help center articles and website pages.
• Your brand's tone of voice and historical customer chats.

This is highly effective for customer-facing information. For teams that have extensive internal documentation in other platforms like Confluence or private Google Docs, specialized add-ons like eesel AI can be used alongside Gorgias to bridge those knowledge gaps.

Managing: Observing and coaching the AI

Once live, you can monitor performance by reviewing the tickets the AI handles. You can see the knowledge sources used and provide feedback to improve accuracy. Gorgias provides detailed reports to track metrics like automation rate and customer satisfaction.

This coaching loop is a great way to refine your AI over time. For teams looking for even more advanced testing, eesel AI's simulation mode is a complementary tool that lets you test responses against past tickets in an offline setting before they go live.

Understanding the Gorgias AI pricing model

Gorgias provides a structured pricing model designed to grow with your business. The platform uses a dual-cost structure, allowing you to pay for what you use:

1. A base subscription for the helpdesk, with plans based on your monthly billable ticket volume.
2. A separate charge for tickets the AI resolves, typically billed per resolution.

Performance-based pricing for growth

This model is designed to align your costs with the value provided. As your business grows and your AI handles more resolutions, your investment scales accordingly. It's a transparent way to see exactly how much work the AI is taking off your team's plate.

Here’s an overview of how that looks in 2026, based on their public pricing:

Plan tier	Helpdesk tickets	Base price/mo (annual)	Example AI automation (30%)	AI resolutions cost/mo	Estimated total cost/mo
Pro	2,000	$300	600 resolutions	$540 (@ $0.90/res)	$840
Advanced	5,000	$750	1,500 resolutions	$1,350 (@ $0.90/res)	$2,100

This per-resolution model is a popular choice for high-volume stores. For businesses that prefer a different approach, platforms like eesel AI offer flat-fee plans that can work alongside your Gorgias setup to provide additional pricing flexibility.

Benefits of the unified Gorgias platform

Choosing a bundled solution like Gorgias offers significant advantages in terms of ease of use and ecosystem integration.

The power of a unified ecosystem

Gorgias is designed as a complete, "all-in-one" solution. By using the Gorgias helpdesk and AI together, you benefit from a platform where everything is built to work in harmony. This unified approach simplifies your tech stack and ensures that your customer data is always where it needs to be.

While moving to a new helpdesk is a significant project, many brands find the deep Shopify integration and the "all-in-one" convenience of Gorgias to be well worth the effort. For those who want to keep their current helpdesk, like Zendesk, tools like eesel AI offer a great way to add similar AI power without a full platform move.

Optimized knowledge sources

Gorgias excels at leveraging ecommerce-specific data. It is built to be the best in its class for Shopify stores. If your team needs to tap into a wider variety of internal sources like technical wikis or Slack conversations, you can use a dedicated AI tool like eesel AI. eesel AI is designed to connect to the tools you already use, including Gorgias itself, and bring together knowledge from across your entire company.

A flexible AI layer to complement your helpdesk

Gorgias is a fantastic, industry-leading platform. For some teams, adding a flexible AI layer like eesel AI can provide additional customization and connection to internal tools without changing your core helpdesk.

How eesel AI works with your setup

Here’s how a specialized AI layer can add value:

• Fast deployment: eesel AI offers one-click integrations that plug directly into your current helpdesk, including Gorgias. You can be up and running in a single afternoon.

eesel AI Agent automatically answering and resolving a ticket.

• Predictable budgeting: eesel AI offers plans based on a flat monthly rate, providing a simple way to manage your AI budget as you scale.

• Unified knowledge: Connect your helpdesk and Shopify store with internal wikis like Confluence, Google Docs, and Slack to give your AI a complete picture of your business.

• Advanced testing: Use simulation mode to test the AI on real past tickets before going live, allowing you to forecast performance with high confidence.

Feature	Gorgias AI	eesel AI
Setup	Comprehensive, unified platform experience	Plugs into existing tools in minutes
Pricing model	Performance-based; scales with success	Flat monthly rate; predictable budget
Knowledge sources	Specialized for public help centers & Shopify	Connects all internal and external sources
Testing	Continuous improvement through coaching	Proactive simulation mode for pre-live testing

Final thoughts

Gorgias offers a powerful, industry-leading AI and helpdesk package that is a top choice for ecommerce brands in 2026. Its deep integrations and unified approach make it a mature and trusted platform for thousands of companies.

For teams that want to add specialized AI capabilities or connect to a wider range of internal tools while staying with their current helpdesk, eesel AI is an excellent complementary option. It allows you to get the best of both worlds: a world-class support setup and flexible, powerful AI automation.

Ready to see how a flexible AI layer can enhance your customer support? Try eesel AI for free and get started in minutes, or book a personalized demo with our team.