An overview of the Gorgias AI support agent in 2025

If you’re running an ecommerce store, you know the feeling. Customers want answers instantly, day or night, and they definitely won’t wait around. Trying to scale a support team to handle that 24/7 demand is a fast track to burning through your budget. This is exactly why AI tools are popping up everywhere, promising to handle the easy questions so your team can breathe.

The Gorgias AI support agent is one of the big names in this space, built right into the Gorgias helpdesk to solve this very problem. It’s designed to answer common questions, help shoppers find what they need, and ultimately, help you sell more. But is it the right tool for your brand? Let’s cut through the noise. This guide will give you a straight-up look at its features, pricing, and where it falls short, so you can decide if it’s a good fit for your business in 2025.

What is the Gorgias AI support agent?

At its core, the Gorgias AI support agent is a conversational AI tool that lives inside your Gorgias helpdesk. It was built from the ground up for ecommerce brands, with a huge focus on stores running on Shopify.

Think of it as a new team member with two main jobs. First, it’s a Support Agent, handling all the questions that come in after someone makes a purchase. Second, it’s a Shopping Assistant, helping people out before they click the "buy" button.

The Gorgias dashboard, where the AI support agent functions as both a Support Agent and a Shopping Assistant. a screenshot of the Gorgias user interface with deep Shopify integration visible, a key feature in the Freshdesk vs Gorgias comparison for e-commerce brands.

It learns from your company’s knowledge, like help center articles and brand guidelines, and connects directly to your Shopify store for live data. This combo lets it have personalized, on-brand chats with customers around the clock. The whole point is to instantly answer all those repetitive questions like "Where’s my order?" so your human agents can deal with the trickier stuff that needs a real person. And on the sales side, it tries to guide shoppers toward a purchase, turning simple questions into actual sales.

Features of the Gorgias AI support agent

To really get a feel for what the Gorgias AI support agent can do, it helps to look at its sales and support skills separately. It’s not just a basic chatbot; it’s meant to be an active part of the entire customer journey.

Boosting sales with the shopping assistant

The Shopping Assistant is Gorgias’s tool for engaging with people browsing your site. It pops up in the chat widget and acts like a virtual sales clerk. Its main goal is to give personalized product recommendations, answer common pre-sale questions, and even offer up a discount code to convince someone who’s on the fence.

You can also tweak its "selling style." Want it to be super helpful and educational? Or more direct and promotional? You can set the tone to match your brand. The idea here is to keep people from leaving your site and turn a casual browser into a happy customer.

Streamlining queries

After a customer buys something, the Support Agent takes over. This is where the AI tackles the endless stream of repetitive post-purchase questions that can really bog down a support team. It’s specifically built to automate the classic "Where is my order?" (WISMO) tickets, which, let’s be honest, probably make up a huge chunk of your inbox.

An example of the Gorgias AI support agent automating a response to a "Where is my order?" query. a screenshot of the Gorgias helpdesk interface where a customer has asked where's my order? The conversational AI assistant has replied automatically with the order status, tracking number, and a link, pulled directly from Shopify data.

The agent can do things on its own, like track orders, start the return or refund process, and even make changes to existing orders or subscriptions. It does this using what Gorgias calls "Actions," which let it connect to your other tools to fully close out a ticket without a human ever having to touch it. This works over both email and chat, so you’ve got consistent support on both channels.

How it uses Shopify data and integrations

The real magic behind the Gorgias AI support agent is its deep, native connection with Shopify. It can pull a ton of real-time data, like storefront info, a customer’s entire order history, your product catalog, and current inventory. This direct line to Shopify is what lets it give such specific and accurate answers.

The Gorgias AI support agent seamlessly integrates with Shopify to pull real-time customer and order data.

And while Gorgias connects with over 100 other ecommerce apps, its most powerful, hands-on features are almost completely tied to that Shopify integration. This is great news if you’re a Shopify merchant, but it’s also a pretty big drawback for businesses on any other platform.

Training the AI and keeping it smart

You get the AI up to speed by connecting it to your knowledge sources. This usually means your Gorgias Help Center, public web pages, and any other documents you upload. From there, you can fine-tune how it works by giving it feedback on the tickets it handles and setting up "Guidance." Guidance is basically a set of custom rules you write to tell the AI exactly how to answer certain questions.

Setting up custom rules and "Guidance" to train the Gorgias AI support agent for specific queries.

This gives you a decent amount of control, but it can be a real headache to make the AI an expert if your internal knowledge is all over the place. Some tools can connect instantly to the places your team actually works, like Google Docs or Confluence, but Gorgias’s AI mostly learns from public-facing content. That can leave a pretty big knowledge gap if your best troubleshooting guides are saved internally.

The true cost: Pricing and limitations

When you’re looking at a new tool, the price on the sticker is only half the story. The Gorgias AI agent’s pricing model can be a bit of a curveball.

Breaking down the per-resolution pricing

The AI features aren’t part of the standard Gorgias plans; they’re an add-on. And you pay for this add-on based on the number of "automated resolutions" it completes. An automated resolution is any ticket the AI handles from start to finish without a human agent stepping in.

Each resolution costs between $0.90 and $1.00. But here’s the kicker: according to Gorgias’s own pricing page, each AI resolution also counts as a billable helpdesk ticket. So, a single automated ticket essentially gets charged twice, once for the resolution and again for the ticket itself. That can add up fast.

Plan Tier	Monthly Helpdesk Price	AI Resolutions Included	Cost per AI Resolution
Basic	from $50/mo	60 (at 20% automation)	$0.90 (annual) / $1.00 (monthly)
Pro	from $300/mo	600 (at 30% automation)	$0.90 (annual) / $1.00 (monthly)
Advanced	from $750/mo	2,500 (at 50% automation)	$0.90 (annual) / $1.00 (monthly)

This pay-per-resolution model makes budgeting a nightmare. If the AI has a great month and knocks out tons of tickets, your bill could be way higher than you planned for. It can feel like you’re being penalized for being successful. This is a huge difference from platforms like eesel AI, which offers clear, predictable pricing based on your overall usage, not a fee for every ticket you manage to automate.

Drawbacks of the native AI

On top of the pricing, there are a few other things to keep in mind.

• Surprise bills. It’s worth saying again: paying per resolution makes it almost impossible to guess what your bill will be each month. As your support volume grows, so does your cost, in a way that’s tough to control.

• It’s all about Shopify. The Shopify integration is fantastic, but the AI’s best features are chained to it. If your store runs on another platform like BigCommerce or Magento, you won’t get the same level of functionality. Not even close.

• Getting started is a project. It takes real work to get the AI to a point where you trust it with your customers. You have to carefully build out your knowledge base and write a bunch of custom rules. There’s no easy way to run a big test on your past tickets to see how it’ll perform and what your ROI might look like before you go live.

• It only learns from certain places. The AI learns best from your public help center. It can’t just tap into the wealth of knowledge hidden in your team’s internal Google Docs, Notion pages, or even your past support conversations without extra work. This can really limit its ability to answer anything beyond basic questions.

A better alternative

Even if you use Gorgias as your helpdesk, you’re not stuck with their native AI. You can plug a more flexible and powerful solution right into your existing setup.

Why eesel AI gives you more control and value

eesel AI is built to work with the tools you already have, including Gorgias, but it comes with some serious advantages.

• Go live in minutes, not months. Forget about booking demos and sitting through sales calls. With eesel AI, you can do everything yourself. Connect Gorgias and your other knowledge sources in a few clicks, and you can have a working AI agent ready to test in minutes.

• Connect to everything. While the Gorgias agent is stuck with your help center, eesel AI instantly pulls knowledge from everywhere your team works. It can learn from your past tickets, Google Docs, Confluence, and Notion right away. This makes for a much smarter AI from the get-go because it’s learning from the exact same info your human agents use.

• Test without the risk. This is a huge one. eesel AI has a powerful simulation mode that lets you test your AI on thousands of your actual past tickets. You get a clear forecast of your resolution rate and how much money you could save before you flip the switch for your customers. It takes all the guesswork out of the equation.

Eesel AI's simulation mode allows you to test the AI on past tickets to forecast performance before going live. a screenshot demonstrating the simulation feature of a Gorgias ChatGPT tool, which shows how the AI would have replied to real historical customer tickets before it is activated live.

• You’re in control (with no surprise bills). With eesel AI, you get a fully customizable workflow builder, so you can decide exactly which types of tickets you want to automate. And, most importantly, the plans are based on your overall interaction volume, with no per-resolution fees. Your bill is always predictable, and it won’t jump up just because your AI is doing a good job.

Is the Gorgias AI support agent the right choice for your store?

The Gorgias AI support agent is a solid tool, especially for Shopify-based brands. It’s tightly integrated and can definitely help. But it comes with some serious trade-offs: the unpredictable pricing, the heavy reliance on Shopify, and the limited knowledge sources.

The pay-per-ticket model can lead to some scary bills for growing teams, and because it mostly learns from public content, it might not have the depth to handle more complex issues. Before you commit, it’s worth checking out other options that give you more control, connect to more of your knowledge, and offer pricing that actually makes sense.

Your next step to smarter support automation

If you’re looking for a Gorgias AI support agent that gives you total control, predictable costs, and learns from all of your team’s knowledge, give eesel AI a try for free. You can get it up and running in a few minutes and see exactly how many tickets you can automate, no strings attached.