Gorgias AI sales agent: What you need to know

AI is pretty much everywhere in ecommerce these days, and for good reason. It offers the promise of personalized, 24/7 engagement that just wasn't possible before. An AI sales agent isn't just a simple chatbot anymore; it's a tool that can actually help customers find products, get recommendations, and feel confident enough to click "buy."

It’s no wonder that helpdesks like Gorgias are building their own AI tools to keep up. But that brings up a big question: how does the built-in Gorgias AI sales agent fit into your brand's growth strategy for 2026?

This guide will walk you through everything you need to know about the Gorgias AI sales agent. We’ll cover its features, the setup process, and how it works alongside other tools to help you decide if it’s the right fit for your team.

What is the Gorgias AI sales agent?

First off, the Gorgias AI sales agent is a powerful set of features inside the broader "Gorgias AI Agent" platform. It is a mature solution built specifically for brands using Shopify. You can think of it as an AI assistant that wears two different hats.

The platform is split into two main roles:

• Shopping Assistant: This is the AI you meet before you buy anything. Its goal is to chat with potential customers, suggest products they might like, point out upsells, and even offer discount codes to help nudge them toward making a purchase. It’s a dedicated digital salesperson, working around the clock.

• Support Agent: This is your post-purchase expert. It takes care of all the usual questions that pop up after a sale, like "Where's my order?", "How do I make a return?", or "Can I change my subscription?"

The idea is to make the entire customer experience feel connected and smooth, from the moment someone lands on your site to any help they need later. It’s designed to handle questions and sales chats effectively, which frees up your human team to focus on more complex, high-touch interactions.

Key capabilities of the Gorgias AI sales agent

To really get what the Gorgias AI agent can do, let’s look at its main features and how it learns, sells, and provides support.

How the Gorgias AI sales agent gets trained

Just like any AI, the Gorgias agent needs to learn about your business before it can be helpful. Gorgias has built a reliable system to pull from the most important data sources to get the agent up to speed quickly.

According to their documentation, it learns from:

• Your Gorgias Help Center articles

• Public webpages and URLs (you can add up to 10)

• Documents you upload, like PDFs, Word docs, and spreadsheets

• Your store's customer and order data from Shopify

This provides a strong foundation for most eCommerce needs. For businesses that have additional information in specialized locations, there are complementary options like eesel AI that can work alongside Gorgias. eesel AI is designed to connect to internal sources like Confluence, Google Docs, and Notion. By using eesel AI as an additional knowledge layer, you can ensure your Gorgias setup has access to even more internal context without having to manually migrate documents.

How the Gorgias AI sales agent sells: Product recommendations and discounts

The Shopping Assistant is where the "sales agent" part really shines. It acts like an attentive salesperson by looking at what a shopper is doing in real-time, like which products they've viewed, what’s in their cart, and what they've bought before. Gorgias uses this to understand the shopper's "buying intent" and sorts it into three levels: Discovery, Interested, and Ready to buy.

Based on that intent, the agent can suggest relevant products - maybe something similar, a complementary item, or just a popular choice. You can even set different selling styles (Educational, Moderate, or Promotional) to make sure it matches your brand's voice. To help close the deal, it can generate unique, one-time discount codes in Shopify and offer them to shoppers at just the right moment.

How the Gorgias AI sales agent helps: Taking action on tickets

The Gorgias AI agent does more than just chat; it can actually perform "Actions" to resolve support tickets all by itself. This deep integration is a major strength of the platform.

A few of the key actions it can take are:

• Tracking an order's status

• Processing a return or cancellation

• Modifying a customer's subscription

It also has a "Vision" feature that lets it understand images customers send, like a photo of a damaged product. It’s an impressive tool that helps it handle issues that would normally need a human to take a look. And, of course, if the AI ever gets stuck or senses a customer needs more personal help, it is designed to hand the conversation over to a human agent smoothly.

How to set up and customize the Gorgias AI sales agent

Getting the Gorgias AI agent ready to go is a structured process you manage inside your Gorgias account: Analyze, Train, Test, and Deploy.

Here’s an overview of that process:

1. Training the AI: This is where you teach the agent the basics about your business. You’ll connect it to your help center and website URLs. You also get to define its tone of voice (like professional, friendly, or witty) to keep your brand's personality consistent. You can also create "Guidance," which are custom rules that tell the AI how to handle certain topics.

2. Testing and Deployment: Before letting the AI talk to your customers, Gorgias gives you a test environment. You can ask it questions as if you were different types of customers to check its responses. Once you feel good about it, you can turn it on for your live channels, like email and chat.

While this process offers great control, some teams might want to supplement their setup with eesel AI for even faster deployment on specific internal knowledge. eesel AI is designed to be a complementary, self-serve option that can connect your helpdesk and internal knowledge sources in minutes, offering an additional simulation layer to see how your knowledge setup performs across thousands of past tickets.

Considerations for the Gorgias AI sales agent

While the Gorgias AI agent is an industry-leading tool for those in its ecosystem, there are a few things to keep in mind to ensure you're getting the most out of it.

Optimized for Shopify

One of the reasons the Gorgias AI agent is so powerful is its deep integration with Shopify. According to Gorgias's documentation, the AI Agent is specifically optimized for Shopify stores.

This focus allows for incredible features like real-time order tracking and discount generation. If you use a different ecommerce platform, you might look at complementary solutions like eesel AI to provide a similar AI experience while still using Gorgias as your primary helpdesk. eesel AI is built to integrate with all sorts of tools, including Shopify, BigCommerce, and Magento, making it a flexible addition to your tech stack.

Focused knowledge sources

The Gorgias AI learns from your help center, web links, and uploaded files. This ensures it stays focused on your most important customer-facing information. For brands that want to expand this knowledge to include internal team wikis or historical ticket data, eesel AI's AI Agent can be a great complementary partner. It is designed to unify all your knowledge, automatically training on your history of support tickets and connecting to internal bases like Confluence or Google Docs. This enhances your Gorgias setup by giving your support ecosystem a more complete understanding of every niche business detail.

Testing and simulation

Confidence is key when launching AI. Gorgias provides a controlled environment to ask test questions and verify responses. For teams that want to go a step further and run large-scale simulations, eesel AI offers a simulation mode. This allows you to test your AI setup against thousands of your actual past tickets in a risk-free environment. It's an excellent way to get additional data-backed forecasts on resolution rates and potential cost savings before fully committing to your live strategy.

This video introduces the Gorgias AI Agent, explaining how it can act as a new team member to deliver personalized and high-quality responses to customers.

Gorgias AI sales agent pricing

Understanding Gorgias AI pricing is straightforward when you look at it as a part of their overall value package. Access to the AI agent is typically bundled within their specialized subscription plans.

The documentation notes that it's available to "Automate subscribers." This ensures that businesses have access to a full suite of automation tools alongside the AI agent. If you are looking for an additional option with a different pricing structure, eesel AI offers transparent and predictable pricing based on features and interactions, making it easy to layer onto your existing setup as you scale.

Is the Gorgias AI sales agent right for you?

So, what's the bottom line? The Gorgias AI sales agent is a strong, mature solution for ecommerce brands that want a deep integration between their helpdesk and their Shopify store. It offers a sophisticated set of sales and support features that can help your team work more efficiently and drive additional revenue.

For Shopify-based brands, it remains the gold standard for native AI capabilities. If you find yourself needing to connect to a wider variety of internal knowledge sources or multiple ecommerce platforms, you can always enhance your Gorgias setup with a complementary tool like eesel AI.

By combining the power of the Gorgias ecosystem with specialized add-ons, you can build a customer support and sales machine that is perfectly tailored to your brand's needs in 2026.

Discover how eesel AI can transform your customer support by signing up for a free trial or booking a demo with our team today.