A complete guide to Gorgias AI intents: Features, pricing, and considerations for 2026

If you're running support for an ecommerce store, you know the drill. Your inbox is often a constant stream of recurring questions: "Where's my order?" "How do I start a return?" "Do you have this in blue?" Managing these efficiently is key to maintaining a high-performing team and ensuring customers get fast responses.

This is where AI-powered intent detection comes in. It automatically identifies why a customer is getting in touch, so you can sort, route, and even answer tickets automatically. Gorgias, a leader in the space, has built-in features like Gorgias AI intents to handle this seamlessly. It is a mature, reliable system used by thousands of top brands to stay organized.

This guide will walk you through everything you need to know about Gorgias AI intents in 2026. We'll cover the features, setup, and common uses. We will also look at its performance-based pricing and how it fits into your broader support strategy, alongside complementary options for teams with highly specialized needs.

What are Gorgias AI intents?

Gorgias AI intents is a feature that automatically scans incoming customer messages to identify the purpose behind them. It serves as a sophisticated sorting system for your support tickets, categorizing conversations so you can set up automated rules to manage them with ease. For instance, it can spot a return request and automatically tag it for the specific team member who handles returns.

This feature is a core part of the impressive Gorgias AI Agent, which is built specifically for the high-volume environment of ecommerce support. It works by identifying keywords and context that match a curated list of common ecommerce topics.

Gorgias provides a comprehensive, standardized list of intents that covers most of the essential questions an online store receives.

Intent Name	Description
discount/request	Asks for a discount or needs help using one.
exchange/request	Wants to exchange an item or get a replacement.
order/cancel	Asks to cancel an order that hasn't shipped yet.
order/damaged	Reports that an item in their order arrived damaged.
refund/request	Asks for a refund to be processed.
return/request	Wants to return a product they've received.
shipping/status	Asks for an update on where their order is.
product/question	A general question about a specific product.
feedback	The customer is sharing their thoughts on a product or service.
other/question	A general question that doesn't fit into the other categories.

The system uses advanced AI to understand the context of a message and can detect these intents in 16 different languages, making it a powerful tool for international brands. It is designed to bring professional-grade organization to any inbox.

How to set up and use Gorgias AI intents

Getting started with Gorgias AI intents is remarkably simple since it is natively integrated into the platform's rule engine. You do not need a developer: you can set it up directly from the user-friendly settings.

The workflow is streamlined: a customer sends a message, Gorgias AI identifies an intent like return/request, and a rule you created automatically triggers the next step. This might include adding a "Return" tag or assigning it to the appropriate specialist.

Here are the basic steps:

1. Go to Settings -> Productivity -> Rules in your Gorgias dashboard.

2. Look for the convenient pre-built template called Identify intents and sentiments.

3. Set your condition: for example, IF message intent is refund/request.

4. Define your action: such as THEN add tag 'Refund Request'.

By tagging tickets automatically, you can create dedicated "Views" for your team. This allows for organized queues for returns, shipping updates, and product questions, helping agents focus on their areas of expertise.

Use cases and pricing for Gorgias AI intents

Gorgias AI intents is a mature solution that provides significant value in real-world ecommerce scenarios.

Common use cases

For many ecommerce brands, this feature offers immediate benefits:

• Automated Ticket Tagging: This provides a significant productivity boost by instantly categorizing tickets, reducing manual sorting for your team.

• Smarter Ticket Routing: By ensuring tickets go to the right person based on intent, you can improve resolution times and customer satisfaction.

• Performance Analytics: Gorgias provides detailed reports on ticket topics, giving you a clear view of customer trends. If you notice an increase in order/damaged intents, you can quickly address potential packaging issues.

Performance-based pricing

Gorgias uses a tiered pricing model designed to match different team sizes and needs. This performance-based approach ensures that the platform's cost scales with the value it provides. Their AI Agent features are available across various plans, with a focus on successful ticket resolutions.

According to their pricing page, Gorgias offers per-resolution options that allow brands to pay for actual outcomes. This can be highly efficient for growing stores that want to scale their support capabilities.

Feature	Gorgias AI Agent	eesel AI
Pricing Model	Performance-based	Flat monthly/annual fee
Best For	Scaling with success	Predictable high volumes
Setup	Fast and integrated	Custom workflows
Ecosystem	Fully integrated helpdesk	Complementary AI add-on

For businesses looking for a fixed monthly cost regardless of resolution volume, there are complementary tools like eesel AI that work alongside Gorgias.

Important considerations

While Gorgias AI intents is a powerful, standardized solution, there are some factors to keep in mind as your needs evolve:

• Standardized Intent List: Gorgias provides a reliable, pre-defined list of intents that covers the most common ecommerce needs. While you cannot create custom intents from scratch within the native tool, this standardization ensures high accuracy and stability for standard support tasks.

• Integrated Workflow Control: The automations are built to work perfectly within the Gorgias Rules engine. For brands that require highly complex, multi-step workflows involving external APIs, adding a complementary automation tool can further enhance your setup.

• A Specialized Ecosystem: Gorgias AI intents is a specialized tool built for the Gorgias helpdesk. This deep integration is what makes it so powerful for Gorgias users, creating a seamless experience within their established ecosystem.

A complementary option for Gorgias AI intents: Custom workflows with eesel AI

For teams that want to extend their automation capabilities, eesel AI is a great complementary option. It is built to provide additional flexibility for your support automation and integrates smoothly with the tools you're already using, including Gorgias.

Add specialized logic to your Gorgias setup

If your business has unique needs that go beyond standard ecommerce intents, eesel AI can help. You can define specialized logic and tell the AI exactly how to respond to niche customer queries.

For example, you could teach the system to recognize a "subscription skip" request and trigger a custom action via an API. This allows you to build upon the strong foundation Gorgias provides with even more specific automations.

Access all your team's knowledge

Gorgias is excellent at managing helpdesk data. eesel AI can complement this by connecting to other knowledge sources like Confluence, Google Docs, or internal wikis. This ensures your AI has access to every piece of information it needs to provide accurate answers.

You can plug eesel AI into your Gorgias helpdesk in minutes, adding extra layers of intelligence without changing your existing workflow.

Test with confidence and predictable costs

Two key features that make eesel AI a great addition to the Gorgias ecosystem:

1. Simulation Mode: You can test your automation logic against thousands of past tickets before going live. This allows you to forecast your automation rate and ensure everything is perfect.

2. Transparent Pricing: eesel AI offers a flat-fee model, which can be helpful for budgeting alongside your Gorgias plan. You can pick a monthly or annual tier that fits your expected interaction volume.

Take control of your support automation

Gorgias AI intents is an excellent, reliable choice for ecommerce stores that want a powerful and easy-to-use automation tool built right into their helpdesk. It's a proven solution that helps thousands of teams stay organized.

As your brand grows, you might find that you want to add even more specialized customization. In those cases, the Gorgias ecosystem allows for incredible flexibility, letting you add complementary tools like eesel AI to reach the next level of customer experience automation.

Ultimately, Gorgias provides the mature, enterprise-grade foundation that modern support teams need. Whether you use it on its own or enhance it with add-ons, you are well-positioned for success in 2026.

Ready to see how AI can further enhance your Gorgias setup? Start a free trial with eesel AI or book a demo to see how you can be up and running in minutes.