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. There's no context, no clear timeline, just chaos. The next 15 minutes are a write-off as they try to piece together what the customer actually wants, while that customer is just sitting there, waiting. It's a huge waste of time, a surefire way to burn out your agents, and it absolutely tanks the customer experience.

AI-powered summarization is supposed to be the magic wand that fixes this, making every handoff clean and simple. But does it actually deliver on that promise?

This guide will walk you through how Gorgias's AI tackles this problem, point out the cracks in relying on a single platform's brain, 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 helpdesk built specifically for online stores, with tight integrations into platforms like Shopify. Its AI tools are pretty sharp inside that bubble, 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 main thing to grasp is that its AI learns almost exclusively from data within its own system, like past Gorgias tickets and info from your Shopify store. This is perfect for a lot of e-commerce grunt work, but it also means its knowledge is stuck in a bit of a walled garden. The good news is you aren't stuck with just that; you can plug in other tools to give it a boost.

How Gorgias AI summarization actually works

So, how does Gorgias whip up these summaries when a ticket gets escalated? It’s not quite the one-click miracle you might be picturing.

It’s more about rules and notes than true 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.

But here’s the catch: this isn't a fully autonomous AI that understands the entire situation. The process still leans heavily on the agent to start the summarization, check it for accuracy, and then make the handoff. It’s a helpful step, but it's not hands-free.

The reality check: Tier two still reads the whole thread

Even with that semi-automated note, your Tier 2 agent probably still has to scroll up and read the entire conversation. Why? Because the summary is only as good as the information the AI can see.

Gorgias is a champ at handling high-volume, repetitive e-commerce questions. But its built-in tools weren't designed to create detailed summaries for tricky technical or logistical problems. The real context for those issues is usually hiding somewhere outside the helpdesk.

The single-platform AI problem

When an AI only learns from one system, it's like trying to solve a puzzle with half the pieces missing. Its ability to create truly useful summaries for complex handoffs is naturally capped. Here’s a breakdown of why.

Your most important info is scattered everywhere

A Tier 2 issue is rarely self-contained. 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.

An infographic showing how scattered information impacts Gorgias AI summarization for handoff to tier two.

By design, the Gorgias AI can’t see any of that external, unstructured data. So, any summary it produces will have huge gaps, forcing the Tier 2 agent to go on a digital scavenger hunt anyway.

You don't get much say in how it works

Built-in AI tools often operate like a black box. You have very little control over how a summary is put together. You can't tell it what information to prioritize, what format to use (bullets vs. a paragraph), or what tone to strike for different situations, like a technical bug versus a complaint from a VIP customer. You just get what you get.

The AI is a generalist, not your specialist

Gorgias AI is trained on a massive dataset of general e-commerce tickets, which is what makes it so good at common questions. But it hasn't been trained on your team's specific history of handoffs, both the good and the bad. The AI doesn't learn the unique ways your Tier 1 and Tier 2 teams talk to each other, what little details are crucial for a smooth transfer, or what solutions worked for similar issues in the past.

A look at Gorgias AI pricing

It's also worth getting your head around the Gorgias pricing model, because it can affect your costs, especially if you handle a lot of escalations. It all 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 means you pay a fee every time the AI handles an issue from start to finish without an agent jumping in. While that sounds simple, it can lead to some unpredictable bills. A busy holiday weekend or a minor product glitch can send your automated resolution count through the roof, and your bill right along with it.

And even if you’re only using the AI to help with summaries, every escalated ticket still counts toward your plan's monthly "billable ticket" limit, which can easily push you into paying extra.

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 stuck with what one platform knows, what if your AI could see everything? That’s the idea behind an intelligent AI layer like eesel AI. It plugs right into the tools you already use, like Gorgias, so you don't have to switch platforms. It's designed to solve the exact problems we just talked about.

Give your AI the full story for complete context

The biggest game-changer 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, not just the current conversation. 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. Need a bulleted list for technical problems and a detailed paragraph for VIP escalations? Easy. You build the workflow that actually fits how your team operates. On top of that, eesel AI has predictable monthly pricing based on interactions, so you can forget about getting hit with surprise per-resolution fees.

A screenshot showing the customization options for Gorgias AI summarization for handoff to tier two in eesel AI.

Test with zero risk in simulation mode

Flipping the switch on a new AI can feel like a bit of a gamble. eesel AI takes the risk out of the equation with its simulation mode. You can safely test the summarization AI on thousands of your past Gorgias tickets to see exactly how it will behave. This lets you check its accuracy, tweak your prompts, and get a clear picture of its impact before it ever touches a live ticket.

The eesel AI simulation mode provides a risk-free way to test Gorgias AI summarization for handoff to tier two.

Give your tier two agents the context they actually need

Great Gorgias AI summarization for handoff to tier two isn't about shortening a conversation. It's about delivering the complete picture, and that's just not possible when your company’s knowledge is fragmented across a dozen different apps.

While Gorgias is a fantastic helpdesk for e-commerce, its native AI is held back by these information silos. The answer isn't to tear down your current setup, but to bring it all together. An AI layer like eesel AI plugs into Gorgias, connects all your knowledge sources, and gives you the control to create perfect, context-rich summaries for every single handoff.

Ready to put messy handoffs behind you for good? Book a demo and see how eesel AI can completely change your escalation process.