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 feels like a slow drain on your support team's time and sanity, pulling them 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, but the real trick is proactively suggesting the right articles at the right time. Gorgias, a popular help desk for e-commerce, has a feature for this called "Gorgias article suggestions".

This guide will walk you through what "Gorgias article suggestions" are, how they work today, where they fall a bit short, and how you can build a truly powerful AI support system by adding tools that pick up where the basics leave off.

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 actually build relationships with your customers.

A Gorgias chat widget showing an automated response to a common customer query, demonstrating how Gorgias article suggestions work.

It's worth noting that this feature has changed a bit over time. According to Gorgias's own documentation, the old standalone "Article Recommendations" feature has been retired for new accounts and is now part of their bigger AI Agent product. So, while the goal is the same, the setup and what it can do are now wrapped into a larger AI toolkit.

At its heart, the system reads what a customer is typing, tries to figure out what they need, and matches it 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.

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 pretty simple, but how well it works depends entirely on the quality of the knowledge you feed it.

Building your knowledge source for Gorgias article suggestions

Your AI is only as smart as the information you give it. For Gorgias's built-in AI, that information lives in one place and one place only: your Gorgias Help Center. To get started, you need to build out a knowledge base with articles that cover all the typical questions you get.

Gorgias gives you a hand 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 can be a decent starting point, but there's a catch: it can only learn from what's inside your Gorgias tickets. If your team references documents stored elsewhere or if knowledge is scattered across different apps, the AI won't see it. You also have to go through and manually review, edit, and publish every single suggestion it makes.

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 flipping a few switches. 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.

The Gorgias settings interface where users can enable Gorgias article suggestions for specific channels.

Just remember, this feature requires an active Gorgias AI Agent subscription. For it to work best, your help center's language should also match the language of your chat integration.

Key limitations of relying only on native Gorgias article suggestions

Using the AI that comes with your help desk is a good first step, but these built-in solutions often have a limit that gets in the way of real automation, especially as your business gets bigger and your information gets more complicated.

Why your knowledge is siloed

This is the biggest headache. The Gorgias AI Agent is stuck in a walled garden; it can only pull answers from articles published in the Gorgias Help Center.

But let's be real, where does your company's knowledge actually live? For most of us, it's all over the place:

• Technical specs and troubleshooting guides are in Confluence.

• The official return and warranty policies are in a Google Doc somewhere.

• Step-by-step internal processes are neatly organized in Notion.

• Quick, up-to-the-minute answers from your experts are buried in Slack threads.

If the answer a customer needs hasn't been manually copied and pasted into a Gorgias article, the AI simply can't find it. This leads to that frustrating "computer says no" moment, a failed deflection, and yet another ticket your team has to handle manually.

Lack of risk-free testing

With Gorgias, the main way to "train" the AI is to turn it on and see what happens with live customers. You then have to watch its performance and make adjustments on the fly.

The problem here is that you're making a "go-live" gamble. There’s no easy way to simulate how the AI will perform on thousands of your past tickets before you unleash it. You can't get a real forecast of your deflection rate or find the big gaps in your knowledge base without some real-world trial and error, which can sometimes hurt the customer experience.

A simulation mode in an advanced AI tool, showing how it would have handled past tickets, a feature missing in native Gorgias article suggestions.

In contrast, more advanced platforms like eesel AI offer powerful simulation modes. You can test your entire setup on historical tickets in a safe environment, see exactly how the AI would have responded, and get accurate performance predictions before a single customer ever talks to it.

Limited customization and control

Gorgias lets you turn the feature on or off, but it doesn't give you a lot of deep control over how the automation works. You can't easily set up complex rules for when the AI should jump in, customize its personality with a detailed prompt, or build custom actions that connect to other systems. For instance, what if you want the AI to look up an order status from your shipping platform? With a native tool, that becomes a very complicated, and often impossible, task.

This is where a dedicated AI tool really shines. Tools like eesel AI give you a full workflow engine, letting you define the AI's exact persona with a prompt editor and create custom actions to pull information from any external system. You get total control over the experience.

Gorgias article suggestions: Pricing and AI agent costs

Let's talk money, because nobody likes surprise bills. Accessing AI features in Gorgias isn't free; it's tied to your subscription plan and how much you use it.

Gorgias's pricing is mostly based on the number of "billable tickets" you handle. An automated interaction, where the AI Agent completely resolves a request without a human, counts toward this ticket volume and also has its own cost. According to their pricing page, an AI interaction costs between $0.90 and $1.00, depending on your plan.

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

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

The main takeaway is that you pay for each successful automation. While that sounds fair, it can lead to unpredictable costs. A great marketing campaign or a holiday rush could cause your automation volume to shoot up, leaving you with a much higher bill than you planned for.

This pay-per-resolution model is different from platforms like eesel AI, which offers straightforward plans based on a generous number of monthly AI interactions. With eesel AI, you don't get hit with higher bills for successfully automating more tickets, which makes your costs predictable and easy to scale.

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

So, what's the move here? It's not about ditching Gorgias, but making it better. You can keep the help desk your team already knows while plugging in a dedicated AI layer that solves all the limitations of the native tool.

eesel AI integrates smoothly with Gorgias to do just that. It connects all your scattered knowledge, from Confluence and Google Docs to Slack threads and past tickets, giving your AI agent a complete brain to work with. This means it can find the right answer, no matter where it's hidden.

An interface showing how eesel AI can connect to multiple knowledge sources beyond the help center to enhance Gorgias article suggestions.

Best of all, eesel AI is completely self-serve. You can sign up, connect your Gorgias account with a single click, add your other knowledge sources, and have a more powerful AI agent running in minutes, without ever having to talk to a salesperson. It learns from your team's actual past conversations to master your brand voice and understand complex issues from day one, instead of just relying on static help articles.

Move beyond basic Gorgias article suggestions to true automation

"Gorgias article suggestions", now part of their AI Agent, are a solid starting point for any e-commerce brand wanting to try out automation. But at the end of the day, this native feature is held back by one big thing: it can only access knowledge that lives inside the Gorgias platform.

To get automation that's truly effective and can grow with you, you need an AI solution that can break down those knowledge barriers and give you full control. eesel AI provides that dedicated AI layer, working with Gorgias to deliver more accurate answers, higher deflection rates, and a much better customer experience.

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