Gorgias AI summarization for handoff to tier two: A complete guide

Let’s be honest, we’ve all seen it happen. A Tier 2 agent gets an escalated ticket, clicks it open, and is greeted by a novel-length thread of back-and-forth messages. Without a clear summary, the next 15 minutes are spent trying to piece together the timeline while the customer waits for a resolution. It is a challenge that many growing support teams face as they aim to maintain a high-quality customer experience.

AI-powered summarization is a fantastic solution to fix this, making every handoff clean and simple. But how can you get the most out of it?

This guide will walk you through how Gorgias's AI tackles this problem, explore how to enhance its capabilities across your entire tech stack, and show you how connecting all your knowledge sources can create summaries that genuinely help your team.

What is Gorgias AI?

Gorgias is a household name in the e-commerce world, and for good reason. It’s a mature, reliable helpdesk built specifically for online stores, with tight integrations into platforms like Shopify. Its AI tools are impressive, mainly focusing on two areas: the AI Agent, which handles common questions like "Where's my order?", and the Shopping Assistant, which helps with pre-sales chats.

The strength of Gorgias AI is that it is deeply integrated with your store's data, such as past tickets and Shopify info. This makes it incredibly effective for e-commerce workflows. To make it even more versatile, you can easily plug in other tools to expand its knowledge base beyond its native system.

How Gorgias AI summarization actually works

So, how does Gorgias whip up these summaries when a ticket gets escalated? It uses a structured approach that empowers agents to manage the handoff effectively.

It uses a structured approach to rules and notes for reliable automation

Gorgias’s power lies in its automation engine. Teams can build rules that kick in when a ticket is passed to a new agent or team. For example, a Tier 1 agent can use an AI-assist feature to draft a summary and add it as an internal note before they re-assign the ticket.

graph TD A[Tier 1 Agent receives ticket] --> B{Ticket needs escalation}; B --> C[Agent uses AI-assist to draft summary]; C --> D[Agent reviews and verifies summary]; D --> E[Summary added as internal note]; E --> F[Ticket is reassigned to Tier 2]; F --> G[Tier 2 Agent opens ticket]; G --> H{Reads AI summary and...}; H --> I[Gains immediate context to solve the issue];

This process is designed to keep agents in the loop, allowing them to review the summary for accuracy before making the handoff. This human-in-the-loop approach ensures that Tier 2 receives high-quality, verified information. It’s a helpful step that brings consistency to every escalation.

Enhancing the handoff: How tier two uses AI summaries

With these AI-assisted notes, Tier 2 agents get a significant head start on understanding the issue. Gorgias is a champ at handling high-volume, repetitive e-commerce questions. For more complex technical or logistical problems, Gorgias provides a strong foundation for summaries, which can be further enriched through its rich marketplace and integrations.

Maximizing AI performance with unified data

Gorgias AI is expertly tuned for e-commerce data. To make it even more powerful for complex escalations, you can broaden its knowledge base with integrated tools. Here is how you can optimize the summary process.

Your most important info is scattered everywhere

A Tier 2 issue often involves various parts of the business. The solution might hinge on technical specs buried in a Confluence page, a new return policy outlined in a Google Doc, or a known bug being discussed in a private Slack channel.

While Gorgias AI focuses on its native data, connecting it to external sources ensures that your Tier 2 agents have every piece of the puzzle without having to search multiple platforms.

Consistent and streamlined summary generation

Gorgias AI is designed for simplicity and consistency, providing a reliable summary format that works for most e-commerce needs. This "out-of-the-box" efficiency is perfect for many teams. For those that want to customize these outputs further - such as prioritizing specific information or changing formats - Gorgias’s flexible ecosystem allows for tailored solutions.

A strong foundation for your team's specific needs

Gorgias AI is trained on a massive dataset of e-commerce tickets, which is what makes it so good at common questions. While it provides a powerful generalist approach, its utility grows even further when you layer on your team's specific internal knowledge and communication styles through complementary tools.

A look at Gorgias AI pricing

It's also worth understanding the Gorgias pricing model, as it offers tiered plans to match different team sizes and needs. It revolves around "billable tickets" and add-ons.

The AI Agent add-on is priced based on usage, costing between $0.90 to $1.00 for each ticket the AI resolves on its own. This usage-based model is transparent and scales with your business. It allows you to pay for exactly what you use, providing excellent value during peak seasons by handling high volumes automatically.

Every escalated ticket counts toward your plan's monthly "billable ticket" limit, helping you keep track of your team's activity.

Plan	Monthly Price (Annual)	Included Billable Tickets	AI Agent Add-on Cost
Basic	$50/mo	300	$0.90 per automated resolution
Pro	$300/mo	2,000	$0.90 per automated resolution
Advanced	$750/mo	5,000	$0.90 per automated resolution

A better way: Unify your knowledge for smarter AI summaries with eesel AI

Instead of being limited to what one platform knows, you can empower your AI to see everything. That’s the idea behind an intelligent AI layer like eesel AI. It works seamlessly alongside Gorgias, enhancing the existing setup you already know and love.

Give your AI the full story for complete context

The biggest advantage is context. eesel AI connects to over 100 different sources where your company knowledge lives, including Confluence, Google Docs, Notion, Slack, and all of your team's past tickets. When it generates a summary, it’s pulling information from everywhere, complementing Gorgias's data. This creates a truly complete brief that gives your Tier 2 agent everything they need to solve the problem right away.

You're in complete control of the workflow

With eesel AI’s fully customizable prompt editor, you call the shots. You get to define the exact tone, format, and content for every summary. Whether you need a bulleted list for technical problems or a detailed paragraph for VIP escalations, you can build the workflow that fits how your team operates. On top of that, eesel AI has predictable monthly pricing, helping you manage your budget with ease.

Test with zero risk in simulation mode

Implementing a new AI tool should feel secure. eesel AI provides peace of mind with its simulation mode. You can safely test the summarization AI on thousands of your past Gorgias tickets to see exactly how it behaves. This lets you check its accuracy and tweak your prompts before it ever touches a live ticket.

Give your tier two agents the context they actually need

Great Gorgias AI summarization for handoff to tier two is about delivering the complete picture. Gorgias is a fantastic helpdesk for e-commerce, and its native AI provides a robust starting point for any support team.

By connecting Gorgias with an AI layer like eesel AI, you can bridge information silos and give your Tier 2 agents perfect, context-rich summaries for every single handoff. It’s about making a great platform even stronger.

Ready to make your handoffs more efficient than ever? Book a demo and see how eesel AI can enhance your Gorgias escalation process.