Gorgias automation to create zero touch resolutions

If you're running an e-commerce support team, the dream is "zero touch resolutions," right? It’s that sweet spot where you automate the simple, repetitive questions so your team can breathe, response times drop, and customers get the instant answers they want. For anyone in e-commerce, especially on Shopify, the name Gorgias probably rings a bell. It's a go-to helpdesk known for its powerful automation tools.

This guide will walk you through how to use Gorgias automation, what it can actually do, and how its pricing works. We’ll also talk about best practices for setup and explore how you can use complementary tools to get that intelligent support automation working across your entire knowledge base.

What is Gorgias automation?

When we say "Gorgias automation," what are we actually talking about? At its heart, Gorgias is a customer service platform built to pull all your customer conversations, from email, live chat, social media, you name it, into one clean inbox. The automation part is all about streamlining the repetitive tasks that often keep support teams busy.

The whole system is built on a few key pieces:

• Rules and Macros: These are the real workhorses. Think of Rules as simple "if this happens, then do that" commands. They can automatically tag tickets, assign them to the right person, or even send a reply. Macros are the pre-written responses (or canned responses) that your Rules can send out, which keeps everything fast and consistent.

• AI Agent: This is a more advanced feature. The AI Agent understands what a customer is asking for and can provide a complete answer without human intervention. It’s designed to handle common tasks like order tracking, returns, and even basic product questions.

• Help Center & Self-Service: This is your customer-facing FAQ page or knowledge base. It's where you post articles and guides for customers to find answers on their own. This content also fuels the AI Agent and chat widget, giving them the information they need to answer questions automatically.

When used together, these tools are meant to handle the most common questions and get customers what they need, fast. That's the first step toward achieving zero-touch resolutions for your simpler issues.

How to set up Gorgias automation

Alright, let's get practical. Setting up Gorgias to handle tickets on its own involves layering your tools, starting with the foundation and building up from there.

Start with rules and macros

Your first layer of automation in Gorgias should always be Rules and Macros. They're the foundation. Think of Rules as the traffic directors for your inbox. You set up simple "if-then" conditions to manage incoming tickets automatically. For instance, if an email comes in with the word "refund" in the subject line, you can create a Rule that automatically tags it as a "Refund Request" and assigns it directly to your finance specialist. This ensures every ticket gets to the right place quickly.

Macros are the other half of this duo. They're the pre-written replies you create for the questions you get frequently. Your team can use them with a single click, or better yet, your Rules can send them automatically. This is a great way to speed up resolutions for those standard questions.

Deploy the AI agent

Once you have your basic Rules filtering traffic, the AI Agent becomes the brain of your zero-touch operation. It goes a step beyond the simple logic of Rules by using AI to figure out a customer's intent. Instead of just tagging a ticket, it focuses on solving it completely.

The AI Agent is best suited for things like:

• Answering "Where is my order?" (WISMO) questions: It connects to your e-commerce platform to pull up live order status and tracking info for the customer.

• Processing returns and refunds: It can walk a customer through your return policy and get the process started for them.

• Suggesting products: If a customer asks about a specific item being out of stock, it can suggest similar products that are available.

The goal here is for the AI Agent to handle the conversation and close the ticket, allowing your human agents to focus on more complex, personalized support.

Build a help center to power self-service

A well-organized Gorgias Help Center is the fuel for your automation. Both the AI Agent and your automated chat flows pull their answers directly from the articles you publish. Gorgias makes this easy by hosting your knowledge directly within the platform where the automation happens.

While centralizing your knowledge in Gorgias is a great strategy for many, some teams might have information stored in other places. You might have internal wikis on Confluence, standard operating procedures in Google Docs, or useful information within past support tickets.

This is where a tool like eesel AI can serve as a valuable complement. Instead of migrating all your external documents, it can plug directly into your helpdesk and connect to your various knowledge sources instantly. It works alongside Gorgias to deliver accurate answers from whichever sources you choose to connect.

The business impact and key considerations of Gorgias automation

When implemented effectively, Gorgias automation can give your team a significant boost. It's helpful to understand both the benefits and the considerations for planning your support strategy.

The benefits of Gorgias automation: A more efficient team and happier customers

Gorgias is a leader in the space, and its AI can help brands autonomously resolve up to 60% of common inquiries. That has a real impact on productivity. With repetitive tickets handled automatically, agents can become 40% more efficient. This lets them focus on high-value conversations that build customer relationships and drive sales.

Understanding Gorgias's tiered pricing model

When planning your budget, it's helpful to know how Gorgias's pricing works. It is based on the number of "billable tickets" you handle each month. A billable ticket is any conversation that gets a response, whether from a human agent or an automated rule.

Their plans are tiered to match different team sizes: the Starter option is $10 for 50 tickets, the Basic plan is $60 for 300 tickets, Pro is $360 for 2,000, and Advanced is $900 for 5,000. This model is designed to grow with your business, ensuring you have the capacity you need as your support volume increases. By monitoring your volume during peak seasons like Black Friday, you can ensure you're always on the right plan for your needs.

Optimizing your Gorgias knowledge management

To get the best results from Gorgias automation, the platform is designed to house your knowledge base and chat flows within its ecosystem. This integrated approach ensures that everything works together seamlessly.

For teams that prefer to keep some documentation in external tools like Confluence or Notion, you can simply plan for the best way to sync that info or use a complementary integration. While getting the AI Agent and advanced Rules set up requires some initial configuration, the result is a robust system tailored to your specific policies.

Tools like eesel AI offer a complementary philosophy. It integrates with your Gorgias helpdesk, allowing you to connect additional knowledge sources without changing your primary setup. It’s designed to be a quick, self-serve addition that can be live in minutes.

A flexible approach to zero-touch resolutions with eesel AI

Rather than being a replacement, eesel AI acts as an intelligent layer that enhances your existing Gorgias setup. It provides additional options for teams looking for specific knowledge integrations and workflow controls.

Unify all your knowledge alongside Gorgias

One of the features of eesel AI is that it can connect to various knowledge sources. It can learn from your Gorgias help center while also pulling from Google Docs, Confluence wikis, and even your Shopify product catalog. This works with your Gorgias inbox to ensure automated responses have access to the most up-to-date information, regardless of where it is stored.

Gain additional control with a customizable workflow engine

With eesel AI, you can implement "selective automation." This allows you to choose exactly which types of tickets the AI handles. You can build custom workflows that allow the AI to look up order information via API or update specific ticket fields. This works in tandem with Gorgias's logic, giving you even more ways to manage complex issues.

Test with a risk-free simulation mode

A unique feature of eesel AI is its simulation mode. Before going live, you can run the AI against thousands of your past support tickets. This gives you a clear preview of how it will perform, showing you projected automation rates. It's a great way to fine-tune your settings in a safe environment before they reach your customers.

Predictable pricing for your growth

eesel AI provides an alternative pricing structure based on a flat, predictable number of AI interactions per month, with no per-resolution fees. This can make budgeting simple, especially during high-growth periods. With flexible monthly plans, it’s designed to scale naturally alongside your business.

Enhancing your Gorgias automation for smarter support

Gorgias is an excellent, industry-leading platform for e-commerce automation. It provides a strong, reliable foundation for any support team. By understanding how to best manage its features and tiered pricing, you can build a very successful automation strategy.

Modern AI tools are at their best when they work together. By combining the power of Gorgias with complementary tools like eesel AI, you can create a support system that is flexible, well-informed, and perfectly suited to your team's specific needs.

Take the next step toward effortless automation

Ready to see how a flexible AI agent can enhance your support team? You can build on your Gorgias setup with an AI that learns from all your knowledge and operates on your terms.

Try eesel AI for free or book a demo to see how our simulation mode can work for you.---