A guide to Gorgias article suggestions and AI-powered support

If you're running an e-commerce brand, you know the feeling. You're swimming in a sea of the same customer questions, day in and day out. "Where is my order?" "What's your return policy?" "Do you ship to Canada?" Answering these one by one takes up valuable time, pulling your team away from the conversations that actually grow your business.

The answer isn't always to just hire more people. It's about building a smart self-service strategy that lets customers find their own answers, right away. A solid help center is the starting point, and the real trick is proactively suggesting the right articles at the right time. Gorgias, a leading help desk for e-commerce, has a built-in feature for this called "Gorgias article suggestions".

This guide will walk you through what "Gorgias article suggestions" are, how they work in 2026, and how you can build a truly powerful AI support system by adding complementary tools that enhance your setup.

What are Gorgias article suggestions?

"Gorgias article suggestions" is a feature that automatically recommends help center articles to customers, usually right inside the Gorgias chat widget. The whole idea is to provide instant answers to common questions and handle simple tickets before they ever land in an agent's queue. This frees up your team to tackle the tricky issues, help with sales, and build stronger relationships with your customers.

It's worth noting that this feature has evolved. According to Gorgias's own documentation, the standalone "Article Recommendations" feature has been updated for new accounts and is now integrated into their robust AI Agent product. This ensures the suggestions are powered by their most advanced AI toolkit.

At its heart, the system reads what a customer is typing, identifies their needs, and matches them with an article from your Gorgias Help Center. If it finds a good match, it suggests the article in the chat, giving the customer a quick shot at solving their own problem instantly.

Setting up AI-powered Gorgias article suggestions

Since article suggestions are now part of the Gorgias AI Agent, getting started means setting up the AI to use your help center as its source of truth. The setup itself is straightforward, and its success is built on the quality of the knowledge you provide.

Building your knowledge source for Gorgias article suggestions

Your AI works best with high-quality information. For Gorgias's built-in AI, that information primarily lives in your Gorgias Help Center. To get started, you can build out a knowledge base with articles that cover all the typical questions you get.

Gorgias helps you with this by offering AI-generated article suggestions. It looks at your past support tickets to find common problems and then drafts articles to address them. This is an excellent way to jumpstart your help center. You can then review, edit, and publish these suggestions to ensure they meet your brand standards.

Enabling Gorgias article suggestions in your channels

Once you have a help center ready to go, turning on the suggestions is just a matter of adjusting your settings. You’ll go into your settings, pick the help center you want the AI to use, and then enable the feature for the specific chat integrations where you want it to run.

This feature is accessible with an active Gorgias AI Agent subscription. For optimal performance, ensure your help center's language matches the language of your chat integration.

Considerations for maximizing native Gorgias article suggestions

Using the AI that comes with your help desk is a fantastic first step toward real automation. As your business grows and your information becomes more diverse, there are ways to further enhance this experience.

Integrating knowledge from multiple sources

The Gorgias AI Agent is highly effective at pulling answers from the Gorgias Help Center. This creates a streamlined experience for all your published help articles.

For many companies, additional knowledge might be distributed across other platforms:

• Technical specs and troubleshooting guides in Confluence.

• Official return and warranty policies in Google Docs.

• Internal processes in Notion.

• Quick updates and expert answers in Slack threads.

While Gorgias focuses on your help center, you can use complementary tools to bring this external knowledge into your support workflow, ensuring every customer query has access to the most comprehensive information available.

Optimizing performance through testing

Gorgias allows you to deploy AI features quickly and refine them based on real-world interactions. This agile approach lets you see immediate benefits and make improvements as you go.

If you prefer to simulate how the AI will perform on thousands of past tickets before going live, you can use advanced platforms like eesel AI as a complementary layer. These tools offer simulation modes that provide a forecast of your deflection rate and help identify knowledge gaps in a safe environment before live deployment.

Deepening customization and control

Gorgias provides a user-friendly way to manage automation. For teams that need deep, granular control or specialized workflows, adding a dedicated AI tool can be very beneficial. Tools like eesel AI work alongside Gorgias to provide a full workflow engine, allowing you to define a specific AI persona with a prompt editor or create custom actions to pull information from external systems, like looking up a specific order status in real-time.

Gorgias article suggestions: Pricing and AI agent costs

Gorgias offers a transparent, performance-based pricing model for its AI features. Accessing the AI Agent is tied to your subscription plan and usage, ensuring you pay for the value delivered.

Gorgias's pricing is based on "billable tickets." When the AI Agent successfully resolves a request without needing a human agent, it counts toward this volume. According to their pricing page, an AI interaction typically costs between $0.90 and $1.00, depending on your plan.

Here’s a breakdown of how AI costs fit into their plans in 2026:

Plan	Monthly Price (Annual Billing)	Helpdesk Tickets Included	AI Agent Interactions Included	Cost per Overage Interaction
Starter	(AI Agent not available)	50	0	$1.00 (on monthly plan)
Basic	from $50/mo + AI costs	300	60	$0.90
Pro	from $300/mo + AI costs	2,000	600	$0.90
Advanced	from $750/mo + AI costs	5,000	2,500	$0.90
Enterprise	Custom	Custom	Custom	$0.90

This model ensures you are paying for successful resolutions. For teams looking for a different approach, platforms like eesel AI offer straightforward plans based on a set number of monthly AI interactions, providing predictable costs as you scale.

The solution for Gorgias article suggestions: Unify your knowledge with eesel AI

The best way to maximize your support efficiency is to enhance your Gorgias setup with a dedicated AI layer. You can keep the help desk your team loves while adding capabilities that unify all your knowledge sources.

eesel AI integrates smoothly with Gorgias to do exactly that. It connects your Gorgias account to your other knowledge hubs, from Confluence and Google Docs to Slack threads. This gives your support system a comprehensive "brain" that can find the right answer no matter where it's stored.

eesel AI is designed to be self-serve and easy to use. You can sign up, connect your Gorgias account with one click, and have a powerful, unified AI agent running in minutes. It learns from your team's past conversations to understand your brand voice and master complex issues from day one.

Expanding your Gorgias article suggestions for comprehensive automation

"Gorgias article suggestions" are a solid foundation for any e-commerce brand looking to implement automation. This native feature is excellent for leveraging the knowledge within your Gorgias platform to provide quick customer help.

To reach even higher levels of automation, you can complement Gorgias with a solution that bridges knowledge gaps and offers expanded control. eesel AI provides that additional layer, working in harmony with Gorgias to deliver accurate answers, higher deflection rates, and a superior customer experience.

Ready to see how much more you can automate? Sign up for eesel AI and connect your Gorgias account in minutes.