A complete guide to Gorgias automate AI for Shopify in 2026

Running an e-commerce store in 2026 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 2026 setup really works. We’ll dig into its main features, look at its tiered pricing plans, and talk about how to get the most out of the platform 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 frequent "Where is my order?" tickets that appear in your inbox. The Support Agent is designed to take care of those automatically.

2. The Shopping Assistant: This is a 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 into a source of revenue. By automating repetitive tasks, Gorgias frees up your team for more meaningful conversations and closing more sales. They claim their AI can handle up to 60% of common support questions, which is a significant boost for any team.

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.

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. While this deep integration is great, it also means the helpdesk is optimized for this specific data. If your team relies on knowledge stored elsewhere, like internal guides in Confluence or process documents in Google Docs, you might consider a complementary tool like eesel AI to bridge that gap.

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 powerful way to maintain a consistent brand voice and give customers a smoother experience.

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 "Vision" feature that lets it understand images. So, if a customer sends a photo of a damaged product, the AI can assist in the process.

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 conversion.

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 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 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 volume of simple questions so your agents can focus on the trickier stuff. As your business grows, these systems provide a solid foundation for your operations within the Gorgias ecosystem.

Gorgias pricing: A ticket-based model

Let's talk about the pricing structure. Gorgias offers a tiered model based on the number of "billable tickets" you handle each month. A billable ticket is a conversation that gets a response from an agent or an automation. This model is designed to scale alongside your business activity.

Here’s a look at their plans:

Plan	Monthly Price	Included Billable Tickets	Additional Ticket 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

Understanding tiered plans and scalability

This model offers several options for growing businesses.

• Scalability: The tiered plans allow you to select a package that fits your current volume while leaving room for growth.

• AI Agent Resolutions: According to Gorgias's pricing page, an AI resolution costs between $0.90 and $1.00 each. This investment helps ensure that your team can focus on high-value tasks while the AI handles the routine ones.

• Planning your support budget: With tiered plans, you can plan your expenses based on your expected ticket volume.

For brands looking for additional predictability, platforms like eesel AI offer clear and fixed 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. This works as a great complementary option for teams that want to manage their automation costs alongside their Gorgias setup.

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.

Considerations for your Gorgias setup

While Gorgias is a solid and reliable tool, its specialized approach is designed with specific workflows in mind.

Maximizing internal knowledge with Gorgias

Gorgias's AI is highly effective when learning from your Gorgias help center and Shopify data. This focus ensures it is a specialist for e-commerce. If your company knowledge is also stored in places like Google Docs, Confluence, or Notion, you can easily use eesel AI as a complementary tool.

eesel AI is designed to pull all your knowledge sources together. You can connect it to over 100 different apps, including your Gorgias tickets, to give your AI a broader understanding of your business without needing to migrate all your documents.

Setting up for long-term success

Getting started with Gorgias's automation involves building out rules tailored to your brand. They offer support on various plans to help you set this up correctly. This thorough setup ensures that your automation is precise and aligned with your business goals.

For teams looking for a self-serve option to complement this, eesel AI offers a simple setup. You can connect your helpdesk and utilize its simulation mode to test how the AI will perform before going live, adding an extra layer of confidence to your automation strategy.

Utilizing the Gorgias ecosystem

Gorgias provides a set of powerful automation tools that are optimized for e-commerce. These rules and macros are built to handle the specific needs of online retailers.

If you find you need additional flexibility for custom workflows, eesel AI provides a customizable workflow builder that works alongside your helpdesk. This allows you to fine-tune which tickets the AI handles and can even trigger actions in external services, providing a great way to extend the capabilities of your Gorgias setup.

Is Gorgias Automate AI the right choice for your store?

For Shopify brands that want a single, all-in-one helpdesk with tightly integrated AI, the Gorgias Automate AI Shopify 2026 platform is a strong choice. Its deep connection to Shopify and its focus on e-commerce make it a mature and reliable platform.

For businesses that want to keep using the helpdesk they love - whether it's Gorgias, Zendesk, or other helpdesks - but want to add even more flexible AI capabilities, eesel AI is a fantastic complementary option. It connects to your existing tools in minutes and helps bring all your scattered knowledge together.

Instead of changing your whole setup, you can simply enhance it. Start a free trial with eesel AI and see how it can work alongside Gorgias to build a smarter support experience for your customers.