A complete guide to Gorgias automate AI for Shopify in 2025

Running an e-commerce store in 2025 feels more competitive than ever, right? Shoppers want instant answers and personal touches, and AI automation has gone from a "nice-to-have" to a must-have. Gorgias has made a name for itself as a go-to helpdesk for Shopify stores, putting its AI features right in the spotlight.

But what does that actually mean for your day-to-day operations? This guide is a straightforward look at how the Gorgias Automate AI Shopify 2025 setup really works. We’ll dig into its main features, untangle that tricky ticket-based pricing, and talk about some key limitations to help you decide if it’s the right fit for your brand.

What is Gorgias AI?

At its core, Gorgias AI is a customer support platform made specifically for e-commerce, and its biggest selling point is how deeply it connects with Shopify. Think of it as a central hub that pulls all your customer conversations from email, live chat, and social media into one clean dashboard.

The "AI" part of the name refers to their "AI Agent," which is built to do two main jobs:

1. The Support Agent: This is the part of the AI that handles all those common questions you get after a customer buys something. You know the ones, the endless "Where is my order?" tickets that clog up your inbox. The Support Agent is designed to take care of those automatically.

2. The Shopping Assistant: This is a newer feature focused on conversations before a sale happens. It acts like a virtual sales assistant on your site, offering product recommendations and helping turn window shoppers into actual customers.

The big idea here is to turn customer support from a cost into a source of revenue. By automating the repetitive tasks, Gorgias hopes to free up your team for more meaningful conversations and maybe even close a few more sales. They claim their AI can handle up to 60% of common support questions, which is a pretty big promise.

What can Gorgias AI do?

Gorgias is more than just a simple chatbot. It’s a collection of tools that are meant to work hand-in-hand within the Shopify world. Let’s break down what you’re actually getting.

How Gorgias is built into Shopify

Gorgias isn’t just connected to Shopify; it’s practically woven into it. When a customer ticket lands in your inbox, your agents can see their full order history, process refunds, edit order details, and add notes without ever leaving the helpdesk.

A look at the Gorgias interface, highlighting its direct integration with Shopify data for seamless customer support.

This saves a ton of time. Your team doesn’t have to keep switching between their support tool and the Shopify admin, which means they can solve problems a lot faster. But there’s a catch. While this deep integration is great, it also means the helpdesk becomes the main source of information. If your team relies on knowledge stored elsewhere, like internal guides in Confluence or process documents in Google Docs, you’ll find Gorgias’s AI can’t access it. This can create frustrating information gaps.

All your conversations in one place

Gorgias pulls customer chats from pretty much everywhere, email, live chat, contact forms, WhatsApp, and SMS all flow into a single inbox. This gives your support team a full view of each customer’s history, so they aren’t asking for the same information over and over again. It’s a simple but powerful way to maintain a consistent brand voice and give customers a smoother experience.

The Gorgias dashboard, showing how conversations from multiple channels are unified into a single view for support agents.

The Gorgias AI agent: Support and shopping skills

This is where the "automate AI" part of the name gets real. The AI Agent is what powers most of the smart features.

The Support Agent is your automated problem-solver. It’s trained to tackle those repetitive post-purchase questions about order status, return policies, and shipping info. It learns from your help center articles and Shopify data to give out accurate answers. It even has a new "Vision" feature that lets it understand images. So, if a customer sends a photo of a damaged product, the AI can figure out what’s going on without a human having to look at it first.

The Shopping Assistant is your 24/7 salesperson. It works mostly in live chat to talk with shoppers before they make a purchase. It can offer personalized product recommendations based on what someone is looking at and even pop up with a dynamic discount to help reduce cart abandonment.

Here’s a quick comparison of the two:

Feature	Support Agent	Shopping Assistant
Primary Goal	Resolve post-purchase tickets, lighten agent workload	Convert browsers into buyers, increase order value
Key Actions	Tracks orders, processes returns, answers FAQs	Recommends products, offers discounts, answers questions
Primary Channel	Email, Chat, Contact Forms	Live Chat
Learns From	Help Center, Shopify Data, Past Tickets	Product Catalog, Browsing History, Customer Data

Automation with rules and macros

Beyond the flashy AI Agent, Gorgias also gives you more traditional automation tools like Rules and Macros. Rules are handy for organizing tickets. You can set them up to automatically tag tickets based on keywords (like "refund request") or send them to a specific person or team. Macros are just pre-written responses that your team can use to answer common questions with a single click.

This kind of automation is the bread and butter of any good support team. It helps manage the flood of simple questions so your agents can focus on the trickier stuff. The problem is, this system can get pretty complicated to manage as your business grows. And the AI’s ability to take action is mostly stuck inside Gorgias. If you need it to connect to a custom internal tool or a third-party shipping platform, you’re probably out of luck without hiring a developer.

Gorgias pricing: A ticket-based model

Let’s talk about the tricky part: pricing. Gorgias’s model isn’t a simple flat monthly fee, and it’s important to understand how it works. Everything is based on the number of "billable tickets" you handle each month. A billable ticket is any conversation that gets a response from an agent or an automation. This means your bill can go up and down depending on how busy you are.

Here’s a look at their plans:

Plan	Monthly Price	Included Billable Tickets	Overage Cost	Key Features
Starter	$10	50 / month	+$0.40 / ticket	Core channels, Shopify integration
Basic	$60	300 / month	+$40 / 100 tickets	Macro automation
Pro	$360	2,000 / month	+$36 / 100 tickets	Advanced rules, CSAT surveys
Advanced	$900	5,000 / month	+$36 / 100 tickets	AI-suggested replies, intent detection
Enterprise	Custom	Custom	Custom	Dedicated success team, advanced security

The hidden costs and predictability problem

This model can cause some real headaches for growing businesses.

• Overage Fees: If you go over your monthly ticket limit, you get hit with overage fees. This can lead to a surprisingly big bill during your busiest seasons, like Black Friday or after a big marketing push.

• AI Agent Resolutions: This is the real kicker. According to Gorgias’s pricing page, an AI resolution costs between $0.90 and $1.00 each. On top of that, each one also counts as a billable helpdesk ticket. You’re effectively paying twice for every single ticket the AI handles, which can make the true cost of automation a lot higher than you might think.

• Budgeting is a Nightmare: This per-ticket and per-resolution model makes it incredibly difficult to budget. As your business grows and you get more support tickets, your bill gets bigger. You’re basically getting penalized for being successful.

This is a major pain point for brands that just want to scale without surprise costs. In contrast, platforms like eesel AI offer clear and predictable pricing. eesel’s plans are based on the features you need and come with a generous number of AI interactions (which can be an answer or an action), with no extra fees per resolution. You can automate to your heart’s content without dreading the bill at the end of a busy month, making it way easier to plan your expenses as you grow.

This video provides a helpful walkthrough on setting up the features included with Gorgias Automate, giving you a clear look at what you get for the price.

The limitations of Gorgias

While Gorgias is a solid tool, its all-in-one approach has some major drawbacks, especially when it comes to AI.

Gorgias only knows what’s inside Gorgias

Gorgias’s AI is at its best when it’s learning from your Gorgias help center and Shopify data. But what about all the other places your company knowledge is stored? Let’s be real, important info is often scattered across Google Docs, Confluence, Notion, or random internal spreadsheets. Gorgias AI can’t see any of that, which means it can only give partial answers. Your agents are still stuck hunting for information manually, which kind of defeats the whole purpose of having an AI assistant.

This is a real headache, and it’s where a more flexible AI tool comes in handy. eesel AI was built specifically to solve this problem by pulling all your knowledge sources together instantly. You can connect it to over 100 different apps, including your Gorgias tickets, Confluence, Slack, and more, to give your AI a complete understanding of your business. This helps it provide full and accurate answers without forcing you to move all your content into one place.

Onboarding can be a heavy lift

Getting started with Gorgias’s automation can be a lot of work, especially if you want to do it right. While they offer some help on the more expensive plans, you’re mostly on your own to build out your rules and just hope they work. There’s no easy, risk-free way to see how your AI will behave on real customer issues before you set it live.

eesel AI flips that around with a super simple, self-serve setup. You can connect your helpdesk and be up and running in minutes. And before you turn anything on, you can use its simulation mode to test the AI on thousands of your past tickets. You get a clear report on your potential automation rate and can review every single AI-generated response in a safe environment. You can go live feeling confident, knowing exactly how it’s going to perform.

You have to play in the Gorgias sandbox

Gorgias gives you a set of powerful but pretty rigid automation tools. You can set up rules and macros, but you can’t easily build custom workflows that connect to an external service or fine-tune the AI’s logic for when to escalate a ticket. You’re pretty much limited to the tools and integrations that Gorgias has built for you.

With eesel AI, you get a fully customizable workflow builder. You have fine-grained control to decide exactly which tickets the AI should handle and which ones it should pass to a human. With a simple prompt editor and support for custom API actions, you can teach your AI to do more than just answer questions. It can look up real-time shipping info from a custom database, update a customer record in your CRM, or sort tickets with a level of detail that just isn’t possible with out-of-the-box tools.

Is Gorgias Automate AI the answer, or is there a better way?

For Shopify brands that want a single, all-in-one helpdesk with tightly integrated AI, the Gorgias Automate AI Shopify 2025 platform is definitely an attractive option. Its deep connection to Shopify and its laser focus on e-commerce are hard to ignore.

But that specialization comes with some serious trade-offs: unpredictable pricing that punishes you for growing, an ecosystem that locks your knowledge in, and a lack of flexible control and safe testing.

For businesses that want to keep the helpdesk they already use (whether it’s Gorgias, Zendesk, or Intercom) but add a more powerful, flexible, and predictable AI on top, eesel AI offers a smarter way forward. It connects to your existing tools in minutes, brings all your scattered knowledge together, gives you full control over automation, and lets you scale without unpredictable bills.

Instead of ripping out your current tools and starting over, you can make them better. Start a free trial with eesel AI and see for yourself how you can build a smarter AI support agent in minutes, not months.