A complete guide to Gorgias AI knowledge sources

If you're running an ecommerce brand on Gorgias, you know that using AI isn't just a nice-to-have anymore. It's pretty much essential for scaling your support without overwhelming your team. But here’s the catch with AI agents: they’re only as smart as the information you give them. This information, what we call a "knowledge source," is literally the brain behind your bot. If that brain is missing information, you're going to get some pretty unhelpful answers.

This guide will give you a straightforward look at how Gorgias AI knowledge sources work. We'll get into what they can do, where they stumble, and show you a more connected way to build an AI support agent that’s genuinely as helpful as your best human agent.

What are Gorgias AI knowledge sources?

Gorgias AI knowledge sources are the specific places the Gorgias AI Agent looks for information to learn about your brand, products, and policies. It uses this info to piece together answers for your customers. Think of it like the binder of documents you hand a new hire on their first day.

According to Gorgias's own documentation, it pulls from three main types of knowledge sources:

• Help Centers: If you've already built out a Gorgias Help Center, the AI can scan your published articles to learn about FAQs, store policies, and product details.

• Public Webpages: You can feed the AI a few specific URLs, like a dedicated FAQ page on your website. It's important to know that the AI doesn't just crawl your entire website; it only knows what's on the exact pages you link it to.

• External Documents: You can also upload files like PDFs, Word documents, and spreadsheets that contain internal process guides or detailed product manuals.

How to set up and manage your Gorgias AI knowledge sources

Setting up these sources is basically the "onboarding" process for your AI Agent. It’s how you give the AI its first set of instructions and facts about your business.

Connecting your help center

This is the easiest route. If your support content is already in a Gorgias Help Center, you just connect it, and the AI can start learning from all your public articles. The setup is simple: you head to the AI Agent settings, pick your Help Center from a dropdown menu, and you're good to go. The AI now has access to that knowledge and can start answering questions.

Adding public webpages

You can also point the AI to specific pages on your site, but you're capped at 10 URLs. This is handy if your return policy or shipping info lives directly on your main website instead of in a separate help center.

But there's a little snag here you need to watch out for. According to Gorgias, if you update the content on one of those pages, the AI won't know about it automatically. You have to go back into the settings and manually click a "Sync URL" button to make the AI re-read the page. It's a small step, but it's one that's incredibly easy to forget, and it could lead to your AI giving out outdated answers.

Uploading external documents

Finally, you can upload documents like "pdf", "docx", "pptx", and "xlsx" files from your computer. This is great for internal guides that you don't want to publish online but still have useful information for customer questions. Just a heads-up: the AI can't read images inside these files, so any information tucked away in screenshots or diagrams will be completely missed.

The limitations of using only Gorgias AI knowledge sources

While Gorgias gives you a decent place to start with AI automation, many businesses find its knowledge source options become a real headache as they grow. What works for a small shop can quickly turn into a bottleneck when you're trying to scale.

Scattered knowledge and manual updates

That manual "Sync URL" button is the perfect example of a tiny task that can cause a big problem. It adds one more thing to your to-do list and, worse, creates a constant risk of your AI giving out wrong information. If your team updates a policy but forgets to re-sync the URL, your bot could be telling customers the wrong thing for days or even weeks.

The 10-URL limit and restricted file types also mean a huge amount of your company’s knowledge is invisible to the AI. What about all that useful information stored in Confluence, Google Docs, or Notion? The Gorgias AI can't see it. This is where more flexible AI platforms come in. For example, eesel AI gets around this with dozens of one-click integrations, letting your AI learn from all your knowledge, wherever it is, without any manual syncing.

Missing the best source of truth: Past conversations

The Gorgias AI Agent learns from the clean, official content you give it. But it completely ignores the most valuable source of information you have: your past support tickets. All those previous conversations contain your brand’s real voice, your agents' clever solutions, and the answers that have already been proven to make customers happy.

By not learning from this history, the AI is missing a ton of context. In contrast, an AI tool like eesel AI can be trained on your historical helpdesk tickets from the very beginning. It automatically picks up on your team's unique tone and problem-solving style, so its responses feel genuinely helpful, not just robotic.

Lack of confident testing

Gorgias gives you a basic testing area where you can ask the AI questions one by one. But that doesn't tell you how it will handle thousands of real, messy customer questions at scale. You're pretty much testing in the dark and just have to hope for the best when you go live.

A much better approach is to run simulations on your actual past tickets. Tools like eesel AI let you do exactly that, running the AI over thousands of your historical conversations in a safe environment. This gives you an accurate prediction of your automation rate and shows you exactly where your knowledge gaps are before a single customer interacts with your bot.

Gorgias AI agent pricing: What you'll actually pay

The Gorgias AI Agent isn't included in the standard plans; it's an add-on called "Gorgias Automate." It works on a per-resolution pricing model, which means you pay for each ticket the AI successfully closes without a human needing to get involved.

The cost for this add-on can be pretty high and hard to predict:

• Automate Plan: The price tag often starts at something like $750 per month, which might get you a certain number of AI resolutions (say, 1,000).

• Additional Resolutions: Once you go over your included amount, you pay for each extra one. This could be around $0.75 per resolution.

The biggest issue with this model is that it's unpredictable. A successful marketing campaign or a holiday rush can cause a spike in support tickets, and your AI automation bill can shoot up without warning. It's a model that scales your costs right along with your customer questions.

A more flexible alternative: Unify your knowledge with eesel AI

If the idea of siloed knowledge and a bill that changes every month is a concern, it’s worth checking out other options. eesel AI is an AI platform built to plug directly into the tools you already use, including Gorgias, without making you switch your whole helpdesk. It's designed to solve the exact problems we’ve been talking about.

Connect knowledge beyond Gorgias: From past tickets to Google Docs

Instead of being stuck with just a few sources, eesel AI connects to over 100 platforms. This means your AI can learn from Confluence, Google Docs, Notion, and most importantly, your past support tickets. It builds a single, unified brain for your AI that has access to everything your team knows.

Go live in minutes with full control and proper testing

eesel AI is designed to be completely self-serve. You can connect your sources and get up and running in a few minutes. The simulation mode lets you test the AI on thousands of your real tickets, which takes the guesswork out of the whole process. You can also set up custom AI personas and actions, giving you total control over how your AI talks to customers and solves their problems.

Get transparent, predictable pricing

This is a big one. eesel AI uses a flat, predictable subscription model. There are no per-resolution fees. Your bill is the same whether the AI handles 100 tickets or 10,000. This makes budgeting way simpler and lets you scale your support automation without dreading a surprise bill.

Feature	Gorgias AI Agent	eesel AI
Knowledge Sources	Help Center, 10 URLs, a few file types	100+ integrations (Confluence, GDocs, Notion, etc.)
Learning from Past Tickets	No, learns from curated content only	Yes, trains on historical tickets automatically
Setup Process	Manual steps, requires manual re-syncing	Truly self-serve, one-click integrations
Pre-launch Testing	Basic, one-by-one test environment	Advanced simulation on thousands of past tickets
Pricing Model	Per-resolution (unpredictable costs)	Flat monthly fee (predictable costs)
Helpdesk Integration	Native to Gorgias	Plugs into Gorgias, Zendesk, Intercom & more

Your AI is only as good as its Gorgias AI knowledge sources

Gorgias offers a solid starting point for AI automation if you're living entirely within its ecosystem. However, its knowledge sources are pretty limited, the setup requires manual work to keep it current, and the per-resolution pricing can lead to some eye-watering, unexpected costs.

For businesses that are serious about scaling support, an effective AI needs to learn from all of your company's knowledge, not just a few hand-picked documents. It needs to be tested thoroughly and come with a price you can actually plan for. eesel AI makes this happen by plugging directly into your current setup to create a smarter, more efficient, and more reliable support system.

Next steps

Ready to build an AI agent that learns from your entire business, not just a few help center articles?

• Start a free trial of eesel AI to connect your knowledge sources in minutes and see what it can do.

• Book a demo with our team to see how you can unify your knowledge and automate support with confidence.