How to build a better Gorgias automate Shopify AI chatbot in 2026

If you run a Shopify store, you know the feeling. You check your support queue, and the number of tickets has shot up overnight. You need a way to answer questions quickly and accurately, but without losing the personal touch that makes your brand, well, yours.

This is where AI automation promises to save the day. And if you're using Gorgias as your helpdesk, you’ve probably explored its own tools to help carry the load.

While Gorgias offers some excellent AI features to get you started, many growing businesses find they eventually want to add even more layers of customization. They might look for additional ways to fine-tune the AI's personality, create deeper connections to specialized tools, and find a pricing structure that perfectly matches their scaling needs.

This guide will walk you through how to get the most out of Gorgias's built-in AI. But more importantly, we'll show you a flexible and powerful way to build a Gorgias automate Shopify AI chatbot that your customers will find truly helpful.

What is the native Gorgias automate Shopify AI chatbot?

What are we talking about exactly? Gorgias Automate is the platform’s set of features designed to handle customer questions efficiently. It’s built specifically to help e-commerce brands, especially on Shopify, manage high ticket volumes with ease.

It’s made up of a few key parts. First, there’s the AI Agent, which is a capable system that resolves tickets by answering questions and taking action on things like order updates. Then you have Flows, which provide helpful, button-based menus in chat widgets for customers to track orders or start returns. And finally, you have Macros & Rules, which are reliable templated responses and triggers that automate repetitive tasks.

Think of it as a powerful foundation for automation. It’s genuinely useful for a wide range of tasks, and its effectiveness grows as you refine your setup. For many growing stores, this is where adding complementary tools can take the experience to the next level.

Considerations for scaling your Gorgias automate Shopify AI chatbot

Opting for a built-in solution is incredibly convenient, but as your brand grows, you may find yourself looking for more advanced ways to customize the experience and manage your operations.

Refining brand voice and control

Ensuring your bot sounds exactly like your brand is key to maintaining trust. While the out-of-the-box AI provides a friendly and professional experience, some brands want specialized conversational design that captures their unique tone perfectly.

As you scale, you might also want even more granular control. For instance, you may want your AI to handle specific categories of inquiries with a specialized tone while ensuring other tickets are routed with precision to specific human team members. Having advanced tools to preview and test these responses ensures every interaction is on-brand.

This is where a complementary platform like eesel AI can help. Instead of a standard setup, you can use a flexible prompt editor to define the AI's exact persona - from its sense of humor to its specific formatting. This allows you to set up precise rules to decide exactly how the AI represents your brand in every ticket it handles.

Understanding the resolution-based pricing model

Gorgias uses a performance-based pricing model, which focuses on "automated resolutions."

In this model, you have your base helpdesk plan, and then you pay for the tickets the AI successfully resolves. This is a transparent way to pay for results, as you are essentially investing in successful customer outcomes. As your volume grows, it is important to plan for these resolutions to ensure your budget scales alongside your success.

If you look at the Gorgias pricing plans, you’ll see that automation is a valuable add-on. The Basic plan at $60/month includes helpdesk features, and each AI resolution is typically priced around $1.00 (or $0.90 if you pay annually). This continues across the Pro and Advanced plans, ensuring that as you automate more, you are paying for the efficiency and time saved for your human agents.

Expanding knowledge and integrations

Your support AI is most effective when it has access to a wide range of information. While Gorgias does an excellent job of learning from your helpdesk, growing Shopify stores often have data spread across many different specialized tools:

• A dedicated returns platform like Loop Returns.

• Shipping carrier tracking systems.

• Internal policy documents in Google Docs or Confluence.

• Subscription management tools like Recharge.

By connecting these sources, you ensure the AI can provide comprehensive answers without needing to escalate. This is where a tool like eesel AI works so well alongside Gorgias. It's designed to bring all your knowledge sources together instantly. You can connect it to your Gorgias helpdesk, Confluence, Google Docs, and over 100 other apps, giving the AI a complete picture of your business.

A better way: Building your Gorgias automate Shopify AI chatbot with eesel AI

The good news is you don't have to change your entire support setup. Instead of a major project, you can simply add a smarter, more flexible AI layer right on top of the reliable Gorgias helpdesk you already use.

Go live in minutes with a self-serve setup

Getting started with advanced AI should be simple. With eesel AI, you can be up and running in just a few minutes. The platform is designed to be self-serve, allowing you to configure everything on your own terms.

The setup is easy: a one-click integration connects to your Gorgias account, you link your knowledge sources, and you're ready to start refining your AI agent.

Test with confidence using risk-free simulation

When launching an AI chatbot, confidence is everything. eesel AI’s simulation mode allows you to test your setup thoroughly before it ever reaches a customer.

You can run the AI against your historical Gorgias tickets in a private environment, which allows you to:

• Forecast the volume of tickets the AI will successfully resolve.

• Review the exact responses the AI would have generated.

• Fill any knowledge gaps before going live.

This allows you to tweak your settings until you are completely satisfied with the performance, giving you total peace of mind during rollout.

Create custom actions for full resolution

A truly helpful AI chatbot gets things done. This creates an experience that genuinely delights customers.

With eesel AI's custom actions, your bot can connect directly to your Shopify store and other systems through their APIs. This adds a powerful layer to your Gorgias setup, allowing your AI to:

• Provide live order status and tracking details.

• Initiate returns in your management system.

• Check customer loyalty points.

• Automatically tag and route tickets inside Gorgias for your team.

This enhances the native capabilities of Gorgias, allowing you to handle complex inquiries from start to finish.

This video provides a step-by-step guide to setting up and using the features available in Gorgias Automate.

Don't replace your helpdesk, supercharge it

Gorgias is an industry-leading helpdesk for Shopify stores, providing a mature and trusted platform for e-commerce support. When you're ready to add more advanced AI automation, you can build on that strength by adding complementary tools.

eesel AI acts as a smart, flexible layer that enhances your existing Gorgias setup. It provides additional control over brand voice, predictable ways to manage your knowledge, and the ability to connect all your tools for a seamless customer experience.

Ready to build a better Gorgias automate Shopify AI chatbot? Sign up for a free eesel AI trial and see how you can enhance your Gorgias setup in just a few minutes.