Gorgias automation to pull Shopify order data into replies (2025 guide)

If you’re running a Shopify store, you’re probably all too familiar with the question, "Where is my order?". Every time one of those emails lands, your support agent has to pause, open a new tab, find the order in Shopify, copy the tracking info, and then paste it all back into Gorgias. One ticket isn't a big deal, but when you're handling hundreds a day, that little task starts eating up a lot of time.

This guide is about getting that time back. We’ll walk through how you can use the built-in Gorgias automation to pull Shopify data right into your replies, saving your team from the endless tab-switching dance.

We'll cover the tools Gorgias offers, like Macros and Rules, but we won't stop there. We’ll also get real about their limitations, especially around cost and how smart they actually are. Then, we'll show you how adding a dedicated AI platform can take your automation to the next level, particularly as your store keeps growing.

What is Gorgias automation to pull Shopify order data into replies?

At its heart, Gorgias automation for Shopify is all about cutting down on the manual, repetitive tasks that fill up your support queue. Instead of agents digging around for order details, the system uses customer and Shopify data to help create faster, more personal responses right from the helpdesk.

This is mostly done through three key features:

• Macros: Think of these as your classic canned responses, but with a clever twist. You can insert dynamic Shopify variables (like a customer's name or tracking number) to automatically personalize each message.

• Rules: These are the triggers that set your automation in motion. You can build workflows to automatically send a Macro, tag a ticket, or assign it to an agent based on what the ticket is about.

• AI Agent: This is Gorgias’s own AI tool. It's designed to handle entire conversations and even do things in Shopify for you, like processing a refund or canceling an order, without a human ever having to step in.

The idea is to let automation handle the simple stuff, all those "where's my order?" and return policy questions, so your human agents can spend their time on the trickier, more valuable conversations that build real customer relationships.

How to use Gorgias automation to pull Shopify order data into replies

Alright, let's get into the how-to. Setting up Gorgias to pull in Shopify data is more than just a nice feature; it’s a must-have for any ecommerce brand that wants to scale. Here’s a look at how you can use its native tools to make your support process a whole lot smoother.

Use macros with Shopify variables

Macros are the bedrock of automation in Gorgias. They are pre-written replies that you can power up with Shopify variables. These variables are just placeholders, like {{ticket.customer.firstname}} or {{ticket.order.tracking_url}}, that automatically slot in the right information for each ticket. With a single click, an agent can send a completely personalized update.

A screenshot of the Gorgias user interface with deep Shopify integration visible, a key feature for ecommerce brands.

A few common ways to use them include:

• Instantly answering "Where is my order?" (WISMO) questions with the customer's exact tracking number and link.

• Confirming the details of a customer's most recent purchase.

• Asking a customer to double-check their shipping address by pulling it directly from their Shopify profile.

This saves a ton of time. But it's worth remembering that Macros are still just templates. They're perfect for straightforward questions but can't really understand a request that's more nuanced or has multiple parts.

Perform Shopify actions directly from Gorgias

One of the most useful features of the Gorgias-Shopify integration is the ability to handle key tasks without ever leaving the ticket. This is huge for agent efficiency because it cuts out the need to constantly jump between browser tabs.

A screenshot showing Shopify actions like refunds and order edits being performed directly within the Gorgias interface.

Here are some of the actions you can take:

• Refund or Cancel Orders: You can process full or partial refunds and even restock the items right back into your Shopify inventory.

• Edit Orders: Need to quickly update a shipping address or duplicate an order? You can do that in a couple of clicks.

• Create New Orders: If a customer wants to place an order through chat, you can build their cart, add discounts, and send them an invoice without leaving the conversation.

This tight integration means an agent can take care of a refund request from start to finish, seeing the ticket, processing the refund in Shopify, and sending a confirmation message, all from a single screen.

Automate workflows with rules

If Macros are the messages, Rules are the logic that decides when to send them automatically. You can set up simple "if-this-then-that" flows to manage common situations. For example, if a ticket arrives with "order status" in the subject, a Rule can automatically send your WISMO Macro before an agent even sees the ticket.

An example of setting up 'if-then' rules in Gorgias to automate ticket assignments and replies.

A simple rule might look something like this:

• IF the ticket subject contains "tracking"

• THEN apply the "Order Status Update" Macro

• AND tag the ticket as "WISMO"

This is a good start, but it has its limits. Rule-based systems can be pretty rigid. If a customer writes, "Yo, where's my stuff?" instead of "What is my order status?", your rule won't work. This means you end up constantly updating your rules with new keywords and conditions, and a lot of tickets still have to be handled manually.

Challenges and limitations of Gorgias automation

While Gorgias gives you a solid set of tools to start with, many growing Shopify brands eventually hit a ceiling. The very features that helped you in the beginning can start to cause new problems as your ticket volume increases.

For starters, your system of rules and macros can become a real tangled mess. What begins as a few simple rules can easily grow into hundreds of complicated, overlapping workflows. If you need to change something simple, like your return window, you might have to hunt down and edit dozens of different rules and macros. It's tedious and easy to make a mistake.

Another big issue is that knowledge is stuck in silos. Gorgias automation is great at pulling data from Shopify and your helpdesk, but that's it. It can't tap into important information you have stored elsewhere, like product FAQs in a Google Doc, technical guides in Confluence, or recent policy updates from a Slack channel. This means your automation can only answer the most basic order questions.

There’s also no safe way to test your automations. When you build a new, complex rule, you can't really see how it will behave with thousands of real customer tickets before you set it live. You just have to turn it on and hope for the best, which isn't ideal when you're dealing with your customer experience.

Finally, the costs can be hard to predict. Gorgias's pricing is based on how many tickets you handle, and its AI Agent has a separate fee for every automated answer. As your store grows and you automate more, your bill grows right along with it. In a way, you get penalized for your own success, which makes it tough to forecast your support budget.

Boost your Gorgias automation with an AI platform

Instead of ripping everything out and starting from scratch, a much better approach is to plug in a dedicated AI layer that works on top of the tools you already have. This is exactly where a platform like eesel AI can fit into your Gorgias workflow without requiring a massive, painful migration.

eesel AI goes beyond rigid, keyword-based rules. It learns directly from your team's past ticket resolutions to understand context, nuance, and your unique brand voice. This helps it provide much more accurate and human-sounding responses than a simple rule ever could.

Unlike the siloed approach in Gorgias, eesel AI connects to all your knowledge sources in just a few clicks. You can link your Google Docs, Confluence knowledge bases, internal wikis, and more. This means your AI can answer tricky product questions, troubleshoot technical problems, and explain company policies, not just provide shipping updates.

One of the biggest pluses is the ability to test everything with complete confidence. Before you activate any automation, eesel AI lets you run a simulation on thousands of your past tickets. You get a clear forecast of your automation rate and can see exactly how the AI would have answered each ticket. It's like having a safe sandbox to fine-tune everything before it goes live, which takes the guesswork and risk out of the equation.

A screenshot demonstrating the simulation feature of an AI tool, showing how the AI would have replied to real historical customer tickets before it is activated live.

And when it comes to cost, the difference is night and day. eesel AI offers simple pricing plans that don't charge you for every single resolution. Your costs stay predictable from month to month, so you aren't punished for scaling your support automation successfully. You can get set up and running in minutes, all on your own, without having to schedule a sales demo.

Gorgias pricing for automation

Understanding the cost is a big piece of planning your automation strategy. Gorgias's pricing is based on the number of billable tickets your team handles each month, but the AI features come with their own separate price tag, which can add up fast.

A "billable ticket" is any conversation that gets a reply from a human agent, a rule, or the AI. It’s worth noting that the AI Agent is an add-on, and its fee is on top of the cost of the ticket itself. For instance, on the Pro plan, an AI-resolved ticket would cost you the base ticket fee plus the $0.90 AI resolution fee. For brands trying to automate a high percentage of tickets, this dual cost can get expensive and become difficult to predict.

Here’s a look at their helpdesk plans:

Plan	Monthly Price (Billed Annually)	Billable Tickets/mo	Overage Cost	AI Agent Cost (per interaction)
Starter	$10/mo (Not available yearly)	50	$0.40 / ticket	$1.00
Basic	$50/mo	300	$40 / 100 tickets	$0.90
Pro	$300/mo	2,000	$36 / 100 tickets	$0.90
Advanced	$750/mo	5,000	$36 / 100 tickets	$0.90

Note: Pricing is based on information from Gorgias's public pricing page and is subject to change. AI Agent resolutions also count as a billable helpdesk ticket.

Go beyond simple Gorgias automation to pull Shopify order data into replies

Gorgias’s built-in automation is a fantastic starting point for any Shopify brand. It’s really good for pulling order data into replies and saving your agents time on the most basic, repetitive stuff. But as you grow, its dependence on rigid rules, disconnected knowledge, and a pricey per-resolution model creates a pretty clear limit to how far you can go.

To break past that limit and build a truly intelligent automation system that scales with your business, integrating a dedicated AI platform is the logical next step.

A tool like eesel AI offers a more flexible, powerful, and cost-effective way forward. By connecting all your knowledge, letting you test with confidence, and offering predictable pricing, it helps you build a support system that’s ready for whatever comes next. Best of all, it works with the tools you already use, so you can get started in just a few minutes.

Ready to see how much of your Gorgias support you could safely automate? Try the eesel AI simulation on your historical tickets for free and get a personalized ROI report today.