Gorgias automation to pull Shopify order data into replies (2026 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, and discuss how to best manage these as you scale. Then, we'll show you how adding a complementary AI platform can take your automation to the next level, particularly as your store keeps growing in 2026.

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 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. Macros are perfect for straightforward questions and provide a reliable foundation for your automated responses.

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.

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 "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.

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 great start for handling common inquiries. As your brand grows, you can continue to refine these rules to cover more variations in customer phrasing, ensuring your automation remains helpful and accurate.

Considerations for scaling Gorgias automation

While Gorgias gives you a solid set of tools to start with, many growing Shopify brands eventually look for ways to expand their automation capabilities further. As your ticket volume increases, you can optimize your setup to handle more complex scenarios.

For example, as you build more rules and macros, you'll want to ensure your workflows remain organized. Managing a large number of automated responses is a natural part of scaling, and keeping your internal documentation updated helps your team stay aligned on when and how these automations are used.

Another consideration is integrating various knowledge sources. Gorgias automation is excellent at pulling data from Shopify and your helpdesk. If you have additional information stored elsewhere, such as technical guides in Confluence or specific product FAQs in Google Docs, you might find value in adding a complementary AI tool that can bridge those gaps.

When deploying new workflows at scale, it's also helpful to have a strategy for monitoring performance. While you refine your rules, keeping a close eye on customer feedback ensures that your automations are meeting their needs.

Finally, planning your support budget is key. Gorgias's tiered pricing and per-resolution structure for its AI Agent provide a framework for growth. By understanding how these costs scale with your volume, you can better forecast your support expenses and ensure your automation strategy remains sustainable as you succeed.

Boost your Gorgias automation with an AI platform

Instead of changing your entire setup, a highly effective approach is to plug in a dedicated AI layer that works alongside the tools you already have. This is exactly where a platform like eesel AI can fit into your Gorgias workflow as a complementary partner.

eesel AI can work in tandem with your existing rules. It can learn from your team's past ticket resolutions to understand context and nuance, helping to provide accurate responses that reflect your unique brand voice.

To enhance the siloed data within any platform, 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 allows your support ecosystem to answer tricky product questions and explain company policies, working right alongside Gorgias's Shopify data integration.

A significant benefit of adding this layer is the ability to test new automations. Before you activate a workflow, eesel AI lets you run a simulation on your past tickets. This gives you a clear forecast of your automation rate and shows how the AI would have answered, providing extra confidence before going live.

When it comes to budgeting, eesel AI offers straightforward plans that complement your Gorgias subscription. With predictable pricing, you can scale your support automation successfully while keeping costs clear. You can get set up in minutes, enhancing your existing Gorgias setup without needing a long implementation process.

Gorgias pricing for automation

Understanding the cost structure is a helpful part of planning your automation strategy. Gorgias's pricing is based on the number of billable tickets your team handles each month, with AI features available as a powerful addition to your toolkit.

A "billable ticket" is any conversation that receives a response from an agent, a rule, or the AI. The AI Agent is a specialized add-on designed for high-efficiency resolutions. For example, on the Pro plan, an AI-resolved ticket would involve the base ticket fee plus an AI resolution fee. This structure allows brands to choose the level of automation that best fits their specific volume and budget needs.

Here’s a look at their helpdesk plans for 2026:

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 highly effective for pulling order data into replies and saving your agents time on basic, repetitive tasks. As you scale, you can build upon this foundation to create a truly comprehensive support system.

To take your support to the next level, integrating a dedicated AI platform like eesel AI is a smart move that complements Gorgias's strengths.

By connecting all your knowledge sources and offering tools to test with confidence, a tool like eesel AI provides a flexible and powerful way to scale. It works seamlessly with the Gorgias tools you already use, allowing you to get started in just a few minutes.

Ready to see how you can further enhance your Gorgias support? Try the eesel AI simulation on your historical tickets for free and get a personalized report today.