Gorgias Attentive: A complete guide for ecommerce support

SMS is a fantastic way for online stores to get in touch with customers. It's direct, it's immediate, and it’s perfect for things like flash sale alerts and shipping updates. But what happens when customers reply to those texts with support questions?

The Gorgias Attentive integration is designed to solve this by pulling all those SMS conversations right into your Gorgias helpdesk. It's a solid, mature solution that helps your support team maintain context and save time.

This guide will walk you through everything you need to know about the Gorgias Attentive integration. We’ll cover what it does, how people use it, how Gorgias's tiered pricing works, and how to scale it effectively. Most importantly, we'll show you how to go beyond just forwarding messages and start automating your SMS support with AI within the Gorgias ecosystem.

What is the Gorgias Attentive integration?

To really get how they work together, it helps to know what each platform does by itself. They’re both industry leaders in the ecommerce world, tackling different parts of the customer journey.

Understanding Gorgias

Gorgias is a powerful customer service helpdesk made specifically for ecommerce brands, especially ones built on Shopify. The platform pulls all your customer conversations (from email, social media, live chat, and more) into one single, reliable dashboard. This helps your team provide quick, helpful responses that can even drive revenue. Gorgias has its own impressive AI features, and its efficiency is bolstered by macros and sophisticated, rule-based automations.

Understanding Attentive

Attentive is a powerhouse in SMS marketing. Its purpose is to help brands send personalized text message campaigns based on customer behavior, driving sales with timely promos and updates. It is built to maximize marketing reach and revenue generation.

How the integration works

The integration connects these two best-in-class platforms. It forwards customer replies from your Attentive SMS campaigns directly into your Gorgias helpdesk. When a customer texts back, a new ticket automatically pops up in Gorgias.

Your agents can then reply from inside that Gorgias ticket just like any other message, and their response gets sent back to the customer as a text through Attentive. The setup has some handy features, like a "Support Confirmation Keyword," which lets you decide which messages create a ticket. This is a great way to ensure your support queue stays focused on relevant customer inquiries.

Key features and use cases of the integration

Connecting Gorgias and Attentive gives you immediate wins that make your support workflow smoother and improve the customer experience.

Centralize SMS support conversations

The most obvious benefit here is efficiency. Instead of your agents needing to log into multiple platforms, everything lands in the same unified queue they're already working in. This gives agents a full conversation history for every customer, across every channel. They can see an email from last week, a Facebook comment from yesterday, and a text from five minutes ago, all in one neat timeline provided by Gorgias's mature interface.

Respond to customers in real-time

SMS is an instant channel, so people expect quick replies. This integration helps your team meet that expectation within their existing workflow. According to industry reports, nearly a third of subscribers (31%) who get replies from brands to their texts actually spend more than those who don’t. By letting agents answer directly from Gorgias, you give them the power to have real-time conversations on the channel the customer prefers.

Drive revenue from pre-sales and support questions

Not every text is about a problem. A lot of them are pre-sales questions from shoppers who are close to making a purchase. Since the conversation is happening inside Gorgias (which is deeply integrated with Shopify), your agents are in the perfect spot to close the sale. They can answer a quick question about a product, create a custom discount code, or even build a shopping cart for the customer right from the ticket.

Understanding Gorgias pricing

Gorgias offers a transparent, tiered pricing model designed to match different team sizes. Gorgias pricing is based on the number of "billable tickets" you handle each month, allowing the cost to scale naturally with your business.

A billable ticket is any conversation that gets a response, whether it's from a human agent, an automated rule, or the Gorgias AI Agent. This model is great because it means you pay for the volume of support you actually provide. The Gorgias AI Agent is available as an add-on, typically charging per resolved conversation (around "$0.90 per resolved conversation"), which helps teams manage high volumes efficiently.

Attentive's pricing is customized, so you can chat with their sales team to get a quote tailored to your specific needs.

Here’s a look at Gorgias’s standard plans for 2026:

Plan	Monthly Price (Billed Yearly)	Billable Tickets/mo	Overage Cost	Key Features
Starter	$10/mo	50	+$0.40 / ticket	Basic helpdesk, 3 user seats
Basic	$50/mo	300	+$40 / 100 tickets	More integrations, up to 500 seats
Pro	$300/mo	2,000	+$36 / 100 tickets	Revenue statistics, more advanced features
Advanced	$750/mo	5,000	+$36 / 100 tickets	Dedicated email server, more support
Enterprise	Custom	Custom	Custom	Dedicated support, custom integrations

Considerations for maximizing the native integration

While getting all your messages in one place is a fantastic start, there are ways to build upon the native integration to make it even more powerful as you grow.

Building on native automation

The integration serves as a reliable message pipeline, pushing texts into Gorgias for your team to handle. For high-volume brands, adding extra layers of automation can help manage repetitive queries like "Where is my order?" more quickly. This ensures that as your SMS volume grows, your team can maintain the high standards of service that Gorgias enables.

graph TD A[Customer sends SMS via Attentive] --> B{Gorgias Attentive integration}; B --> C[New ticket created in Gorgias]; C --> D{Human agent reviews ticket}; D --> E{Agent sends personalized reply}; E --> F[Reply sent back to customer via Attentive]; end

Expanding your knowledge base

The integration works beautifully with Gorgias Macros. To further assist your agents, you can look into ways to pull in information from other sources, such as internal wikis on Confluence or Google Docs. This helps maintain the consistent, high-quality answers that Gorgias is known for across all support channels.

Triage and routing considerations

Gorgias provides a robust Rules engine for routing tickets. As you scale, you can refine these rules to enhance triage for incoming SMS. By using Gorgias's built-in tagging and assignment features, you can ensure every message reaches the right person or department with the appropriate priority.

Testing performance for future scaling

As you integrate SMS more deeply into your support strategy, you can use additional tools to project how this volume affects your queue. This helps you plan for growth and ensures your customers continue to receive the instant, helpful experience they expect from your brand.

Get more from your integration with eesel AI

To further enhance your setup, you can add a complementary AI layer like eesel AI that works within the Gorgias ecosystem. eesel AI helps understand and resolve common SMS conversations, working alongside your human agents.

Automate responses to common SMS questions

The AI Agent from eesel AI connects to your Gorgias account in minutes, learning from your past tickets and help center articles. It can assist in resolving repetitive questions that come through the Attentive integration, like order status updates or product details, freeing up your human agents for more complex, high-value conversations.

Unify knowledge for consistent answers

eesel AI works with Gorgias to connect your scattered knowledge sources, from public help centers to internal docs. This creates a unified knowledge base for your support operation, ensuring the answers sent over SMS are as accurate and thorough as any other channel.

Test your performance with powerful simulations

eesel AI allows you to run risk-free simulations on historical tickets. Before going live, you can see how much of your past SMS volume could have been automated, giving you a clear idea of your potential ROI and allowing you to scale your Gorgias setup with total confidence.

Moving beyond message forwarding

The Gorgias Attentive integration is a solid, practical first step for any ecommerce brand looking to bring their SMS support into a centralized, mature platform. It solves the problem of fragmented workflows and provides a trusted foundation for customer service.

True efficiency comes from combining this powerful integration with smart automation that handles the routine stuff, allowing your team to focus on building customer relationships. A tool like eesel AI complements the integration, making agents more productive and keeping customers happy.

Take your support to the next level

Ready to see how much of your support volume you could automate within your Gorgias setup? Connect your helpdesk and run a free, no-risk simulation with eesel AI to get an instant report on your automation potential.

Run a free simulation or book a demo today.