How to set up Gorgias automation to trigger follow ups after no reply (2025 guide)

We’ve all been there. You spend time writing a thoughtful reply to a customer, hit send, and then… nothing. Just crickets. You’re left wondering if they solved their problem, if they’re still stuck, or if they just got busy and forgot to write back.

Following up is about more than just being polite. It’s how you close communication loops, get ahead of potential issues, and show customers you’re genuinely invested in helping them. But trying to manually track every single ticket that needs a nudge is a surefire way to burn out your support team.

This is where automation can lend a hand. In this guide, we'll walk through how to build a follow-up system in Gorgias using its own tools. We’ll also be honest about where that approach falls short and look at a smarter, AI-driven way to get better results without all the manual work.

Understanding Gorgias’s native tools for follow-ups

Before you can build any automations in Gorgias, you need to get familiar with its two main features: Macros and Rules. Think of them as the basic building blocks for any workflow you want to create.

Macros are essentially saved responses. They're great for saving your agents from typing out the same answers again and again (like "Yes, we ship to Canada" or "Here's a link to our return policy"). They save a ton of time but are totally static, meaning they send the exact same text every time.

Rules are the "if this happens, then do that" engine in Gorgias. They can automatically do things like tag a ticket, assign it to a specific agent, or send a reply. These actions are triggered by specific conditions, like what channel a message came from or certain words in the customer's question. We'll use a combination of these two to build a basic "Gorgias automation to trigger follow ups after no reply".

A screenshot of the Gorgias interface showing the "if-then" conditions used to create rules for automation.

How to create a follow-up automation using Gorgias rules

Here’s the thing you need to know upfront: Gorgias doesn’t have a built-in trigger for "if a customer hasn't replied in X days." It’s a pretty common feature request, but for now, teams have to use a clever workaround that mixes a manual step with an automated rule.

The 'snooze and auto-reply' method explained

This method is the standard solution for most teams using Gorgias for follow-ups. It's a two-part process that relies on your agents to get the ball rolling.

Here’s how it works:

1. An agent responds to a customer and thinks a follow-up might be needed if they don't hear back.

2. Instead of just closing the ticket, the agent manually "snoozes" it for a set period, like three days.

3. After those three days, the ticket automatically re-opens in the queue.

4. This is where the automation kicks in. You can set up a Rule that detects any ticket re-opening from a snoozed state and automatically sends a pre-written follow-up message (using a Macro).

This workflow does create a delayed, automated message. It gets the job done, but it has some major drawbacks, especially as your team gets busier.

graph TD  

    A[Agent responds to customer] --> B{Follow-up needed?};  

    B -->|Yes| C[Agent manually snoozes ticket for X days];
    C --> D[After X days, ticket re-opens];  

    D --> E[Rule triggers on re-opened ticket];  

    E --> F[Macro sends automated follow-up message];  

    B -->|No| G[Ticket is closed];

Why this method falls short for scaling teams

While the snooze method is better than nothing, it starts to show its cracks pretty quickly.

It still relies on manual work

The entire process depends on your agents remembering to snooze tickets every single time. When you’re juggling hundreds of tickets a day, it's easy for some to slip through the cracks. It's not a truly "set it and forget it" system.

The timing is inflexible

The follow-up fires after a fixed amount of time, no matter the situation. Three days might be perfect for one type of query but way too soon or too late for another. There’s no room for adjustment based on the context of the conversation.

The messages are generic

The same canned follow-up message gets sent for every snoozed ticket. This can feel robotic and impersonal, which is a common complaint from customers who feel like they're talking to a broken record.

Key limitations of native Gorgias automation

The "snooze and auto-reply" method is a decent first step, but it’s built on a system that wasn't designed for smart, proactive communication. As your support volume grows, these limitations become more obvious and can even start to damage your customer experience.

It can't understand context

Gorgias Rules work with simple triggers. They can't actually read a conversation to figure out if a follow-up is even necessary. For example, if the customer's last message was a simple "Thank you so much!", your automated follow-up will still fire a few days later, creating a slightly awkward and pointless interaction.

It's a pain to scale

What if you want different follow-up schedules for different situations? Maybe pre-sales questions get a nudge after two days, but technical issues get one after five. To manage this in Gorgias, you'd have to create and maintain a complicated web of different snooze times and rules. It’s clunky, difficult to manage, and easy to break.

You risk a negative customer experience

As some users on Reddit have pointed out, customers can tell when automated responses feel generic or unhelpful. A poorly timed, irrelevant follow-up can do more harm than good, making your brand seem more spammy than helpful.

Reddit

The costs can be unpredictable

Gorgias's pricing is based on billable tickets and AI interactions. If your automations are firing off unnecessary replies, you're not just risking a poor customer experience; you're also potentially driving up your monthly bill.

It’s a common complaint among users who find their 'credits burn way too fast' on automations that aren't perfectly tuned.

Reddit

A smarter way: How eesel AI enhances Gorgias follow-up automation

So, if the native tools in Gorgias are too rigid, what's the alternative? Instead of ripping out your helpdesk and starting over, you can add an intelligent layer on top of it. This is exactly what eesel AI does. It integrates with your existing Gorgias helpdesk to get past the limitations of basic rules and macros.

Build a truly automated follow-up workflow

Instead of relying on a simple timer, eesel AI reads and understands the full context of every conversation. It uses that understanding to decide if a follow-up is actually needed, so you’re not chasing down customers who have already said their goodbyes.

You can define the exact tone of voice, personality, and logic for your follow-ups using customizable AI personas and actions. This means your automated messages can sound genuinely human and helpful. Best of all, eesel AI trains on your past tickets from day one, so it learns your brand's unique way of talking all on its own.

A view of the eesel AI platform, showing how users can customize actions and workflows for their AI agent.

Gain total control over your follow-up automation

With eesel AI, you’re in control. Its selective automation lets you create specific rules that just aren't possible in Gorgias, like, "Only follow up on tickets from VIP customers about unshipped orders if they haven't replied in 48 hours."

Even better, you can launch these new workflows with total confidence. eesel AI's powerful simulation mode is a huge help here. Before you activate any automation, you can run it on thousands of your past Gorgias tickets in a safe environment. You'll see exactly how it would have performed and get an accurate forecast on resolution rates and cost savings. No more crossing your fingers and hoping for the best.

The simulation mode in eesel AI allows teams to test their Gorgias automation to trigger follow ups after no reply before going live.

Go live in minutes with a simple, self-serve setup

Getting started with advanced AI shouldn't take months. With eesel AI, it's a one-click integration with Gorgias. You can sign up, set up your AI agent, and see it working in minutes, not months. There are no mandatory sales calls or complex API projects needed to get up and running.

Pricing for follow-up automation: Gorgias vs. a predictable alternative

One of the biggest headaches for teams using Gorgias automation is the pricing model. Because you're charged per ticket and per AI resolution, a poorly configured rule can quickly lead to a surprisingly high bill.

Here’s a look at Gorgias's standard monthly pricing:

eesel AI offers a different approach with transparent and predictable pricing. Plans are based on a flat monthly rate for a set number of AI interactions, and there are no per-resolution fees. This means you can automate more conversations and follow-ups without worrying about your bill spiraling out of control. Plus, with flexible month-to-month plans, you're not locked into a long-term contract.

eesel AI's public pricing page, showing a predictable alternative for Gorgias automation to trigger follow ups after no reply.

Move beyond basic rules for smarter follow-up automation

While Gorgias offers a basic, manual workaround for triggering follow-ups, it's a rigid system that doesn't have the intelligence needed to provide a great customer experience at scale. It puts more work on your agents and risks sending out generic, poorly timed messages that can do more harm than good.

To automate follow-ups well, you need a tool that understands context, gives you complete control over the workflow, and lets you test everything risk-free before it goes live. eesel AI provides that intelligent layer, turning your Gorgias helpdesk from a reactive inbox into a proactive, efficient machine that never lets a conversation fall through the cracks.

Ready to stop letting important conversations go silent? Give your Gorgias automation a boost with an AI that truly understands your customers. Explore eesel AI's features or book a demo to see our powerful simulation mode in action.