How to use Gorgias automation to attach last order items into macros (2025 guide)

If you manage a support team on Gorgias, you're probably all too familiar with the dreaded "Where is my order?" ticket. These WISMO requests can feel like a never-ending flood, right? Your agents are stuck hopping between tabs, grabbing order details, and pasting tracking links for what amounts to a simple status check. It's the kind of repetitive busywork that pulls them away from tricky problems where they can really make a difference.

But what if you could automate a huge chunk of that work?

You can, and it's probably easier than you think. Gorgias has a built-in feature that lets you automatically pull a customer's latest order information right into a macro. This means your agents can answer order questions with a single click, sending a personalized, spot-on response in seconds.

In this guide, I'll walk you through exactly how to set up Gorgias automation to attach last order items into the macro. We'll also talk about where this approach has its limits and how a more advanced AI solution can step in to handle these conversations completely.

What you'll need to get started

Alright, before we jump into the setup, let's make sure you have a few things in order. It's a pretty simple process, but getting this stuff sorted first will make it go a lot smoother.

• An active Gorgias account: This is all done within the Gorgias helpdesk, so you'll need to be set up there.

• A connected e-commerce store: Gorgias needs to be linked to your store to pull in order data. This works with platforms like Shopify, BigCommerce, or Magento.

• The right permissions: You'll need to be an admin or have agent access that allows you to create and edit macros.

A screenshot showing Gorgias' integration options, which is essential for this automation.

What are Gorgias macros and variables?

Let’s quickly talk about the two Gorgias features that make this whole thing work: macros and variables.

Macros are basically your secret weapon for frequently asked questions. They're pre-written responses you can save in Gorgias. So instead of typing "Thanks for getting in touch..." for the tenth time before lunch, an agent can just apply a macro. It keeps your brand voice consistent and saves a whole lot of time.

Variables are where the real magic happens. They are little placeholders in your macros that Gorgias automatically fills in with specific customer or ticket info. For example, if you use the variable "{{ticket.customer.name}}", Gorgias swaps it out with the actual customer's name. It’s how you make a template feel personal without lifting a finger. We’ll be using variables that pull in order details.

A step-by-step guide to setting up your order macro

Ready to build your first automated order macro? Let's get it done.

Step 1: Head over to the macros section in Gorgias

First, log in to your Gorgias account. Look for the little gear icon in the left-hand navigation bar to open your settings. From there, find the Automation section and click on Macros. This is home base for all your saved responses.

Step 2: Create a new macro or tweak an old one

You’ve got two options here. You can either click the "Create Macro" button to start from scratch or find an existing macro your team already uses for order questions and give it an upgrade. For this walkthrough, let's make a new one and call it "Order Status - Shipped".

Step 3: Write your macro response with variables

This is where you build the actual message. In the "Response text" box, start typing out your reply. To add a variable, click the lightning bolt icon in the bottom right corner of the text box. A menu will pop up, letting you search for and select the variables you need.

Key Gorgias variables for order updates

To answer questions about a customer's most recent order, you’ll want to grab a few key variables. Here are the most helpful ones:

• "{{ticket.customer.last_order.number}}": This pulls the customer's latest order number (like #12345).

• "{{ticket.customer.last_order.tracking_url}}": This inserts the direct tracking link for the package.

• "{{ticket.customer.last_order.items}}": This one is super useful. It lists all the items in the customer's last order, which is great for confirming you're both talking about the same purchase.

• "{{ticket.customer.last_order.shipping_address.formatted_address}}": This shows the shipping address, which can help you spot any potential delivery mistakes early on.

Step 4: Put it all together in a helpful message

Now, let's combine plain text with your variables to create a response that gives the customer everything they need at once, hopefully preventing another follow-up question.

Here’s a template you can steal and adapt:

Hi {{ticket.customer.name}},

Thanks for reaching out about your order!

I just checked on your most recent purchase, #{{ticket.customer.last_order.number}}, and I'm happy to say it has shipped.

You can follow its journey right here: {{ticket.customer.last_order.tracking_url}}

Just to confirm, this order includes:

{{ticket.customer.last_order.items}}

And it's on its way to this address:

{{ticket.customer.last_order.shipping_address.formatted_address}}

Let us know if anything else comes up!

A screenshot of the Gorgias macro editor showing the template with variables for order status updates.

Step 5: Save and test it out

Once you’re happy with how the message reads, hit "Save". And that's it! Your agents can now find and use this macro straight from any ticket. When they apply it, all those variable fields will instantly fill up with the right customer and order information.

The limitations of this approach

Using macros with variables is a fantastic starting point. You've just saved your agents a ton of clicks and copy-pasting. But it's good to be aware that this is more about agent agent assistance than full automation, and you might run into some limitations down the road.

Here's why:

• An agent still has to kick things off: Someone on your team still needs to open the ticket, read the message, realize it's a WISMO request, and then manually apply the right macro. The macro drafts the reply, but a person has to be there to send it. This still takes up agent time, especially when things get busy.

• They can't handle a conversation: What if the customer replies, "Great, thanks! By the way, can you update the address for my next subscription order?" The macro has done its job, and now an agent has to jump in anyway. Macros can't really understand context or manage a back-and-forth conversation.

• They can't perform actions: A macro can show information, but it can't do anything with it. It can't start a return, process a refund, or check your inventory for an exchange. It's a static template, not a dynamic problem-solver.

Macros are great for speeding up a manual process, but your team is still spending time on tickets that could be handled without any human involvement at all.

Going beyond macros: Full automation with an AI agent

To really give your support team their time back, you need something that can go beyond just drafting replies and start providing complete, independent resolutions. This is where an AI support agent like eesel AI comes into the picture.

Instead of just helping your agents work faster, eesel AI works right inside your existing Gorgias helpdesk to manage frontline support by itself. It doesn't just fill in a template; it actually understands what the customer is asking, finds the right information, and resolves the ticket on its own.

A screenshot showing the eesel AI agent setup within Gorgias, illustrating a more advanced alternative to basic macro automation.

Here's how that changes the game:

• It moves from drafting to full resolution: For the 30-40% of tickets that are simple WISMO requests, eesel AI can handle the entire conversation without an agent ever needing to see it. It automatically figures out what's being asked, provides the tracking info, and closes the ticket.

• It can take custom actions: Unlike macros, eesel AI can be set up to perform tasks. If you need to tag a ticket as "Damaged Item" or add a "VIP" tag based on a customer's order history, it can do that. It can even connect to your Shopify store to look up data in real-time or trigger specific workflows.

• It brings all your knowledge together: Gorgias macros can only pull from Gorgias variables. eesel AI can connect to all of your knowledge sources, whether it's your help center, internal docs in Confluence or Google Docs, or even just the context from thousands of past tickets. This allows it to give much more detailed answers.

• It gets up and running in minutes: One of the best parts is you don't have to change your existing tools. eesel AI plugs into Gorgias with just a few clicks. You can set it all up yourself and have it live the same day, which is a big change from other tools that require long sales calls and complicated setup projects.

You can even use its simulation mode to test the AI on thousands of your past tickets. This shows you exactly what your automation rate will be before you turn it on for your customers, so you can go live feeling confident.

Tips for successful automation in Gorgias

Whether you're starting with macros or going all-in with an AI agent, having a smart approach is what counts. Here are a few tips to make sure you get it right:

• Start with the easy wins: Don't try to automate everything on day one. Pick the most common and repetitive questions you get, like those WISMO tickets. Get those running smoothly, build some confidence in the system, and then you can start expanding.

• Keep it on-brand: Your automated replies should still sound like they're coming from you. Use the same tone, phrasing, and even the same emojis your human agents would. With a tool like eesel AI, you can even customize the AI's persona to make sure it's a perfect match for your brand voice.

• Always have a human escape hatch: Automation is great, but it's not foolproof. Make it incredibly easy for a customer to get in touch with a person if they need to. A frustrating bot that feels like a maze is a fast way to lose a customer for good.

• Check in and adjust: Your business will change, and so will the questions your customers ask. Every so often, take a look at how your automation is performing. See which macros are getting used the most, or dive into the reports in eesel AI to find gaps in your knowledge base and spot new opportunities to improve.

Start with macros, then level up with AI

Automating how you deal with simple, repetitive tickets isn't just a nice-to-have anymore, it's a must for any growing e-commerce brand. By using Gorgias automation to attach last order items into the macro, you can take a massive first step toward freeing up your support team's time and delivering faster service.

But that's really just the beginning. When you're ready to go from just assisting your agents to truly automating your frontline support, a dedicated AI agent is the natural next move. By handling entire conversations and taking action on its own, it allows your team to focus on the complex, high-value interactions that build real customer loyalty.

Ready to see what true automation could do for your workflow in Gorgias? Learn more about eesel AI for Gorgias or start your free trial today.