Gorgias autoresponder: What it is & the best alternatives (2026)

So, you're looking to set up a Gorgias autoresponder to handle common customer questions and give your support team a break. Smart move. But before you dive in, there’s a big shift you need to know about: Gorgias is evolving its classic "Autoresponder Rules" for new accounts and is moving everyone over to its more advanced AI Agent.

What does that mean for you? Don't worry, this guide has you covered. We'll walk through what the original feature was, how the new AI Agent works, and introduce a powerful, flexible alternative for teams that want to explore additional options for their automation while staying within their helpdesk.

What was the original Gorgias autoresponder?

The original Gorgias autoresponder was a simple, straightforward feature built on what Gorgias calls "Rules." You can think of it as a reliable "if this, then that" system for your support tickets. You could set up these rules to automatically fire off templated responses based on certain triggers.

It was very effective for handling common tasks efficiently. Many teams used it for things like:

• Sending a quick "we're away for the night" message when a ticket came in after business hours.

• Replying with a link to the returns portal anytime a message contained the word "return."

• Automatically organizing or closing out tickets that were clearly spam.

It was a reliable, rule-based workhorse that got the job done. But as customer support AI has gotten smarter, Gorgias has introduced an even more capable successor: the AI Agent.

The new Gorgias autoresponder: Meet the AI Agent

The Gorgias AI Agent is the modern evolution of the original Autoresponder Rules. Instead of just sending a pre-written reply, it's built to be more intelligent and conversational. It focuses on understanding what a customer wants and then takes the appropriate action.

What the new Gorgias autoresponder can do

The AI Agent is a significant step forward. It uses intent detection to figure out the purpose behind a customer's message, so it doesn't have to rely on exact keyword matches. If a customer asks, "How do I send this back?" the AI knows it's a return request.

Because it's built specifically for ecommerce brands using platforms like Shopify, BigCommerce, and Magento, it can also take action, like:

• Looking up an order's current status.

• Finding and sending a tracking link.

• Kicking off a return through an integrated app.

It's a highly capable tool that handles a vast amount of repetitive support questions with ease.

Considerations for your Gorgias autoresponder setup

While the AI Agent is powerful, every team has different needs. The AI Agent is designed to be an "out-of-the-box" solution, which means it manages much of the logic automatically to keep things simple for you. For teams that want to customize every specific trigger or fine-tune unique edge cases, they might look to supplement the AI Agent with other tools.

The automation is also deeply integrated into the Gorgias ecosystem. This is a strength for those who want everything in one place, as your features and add-ons are perfectly synced with your Gorgias plan.

Gorgias autoresponder pricing

The AI Agent’s pricing is performance-based, allowing your costs to scale alongside your success. You pay for each resolution the AI successfully handles.

Here’s a quick breakdown, based on their official pricing page:

Feature	Details
Pricing Model	Pay-per-resolution. You're charged when the AI successfully resolves a customer's request.
Cost per Interaction	$1.00 per resolved conversation on monthly plans, or $0.90 if you're on an annual plan.
Helpdesk Ticket Cost	Each AI interaction counts as part of your helpdesk ticket volume, fitting into your plan's monthly allowance.
Scalability	As your volume grows, Gorgias offers tiered plans to match different team sizes and interaction needs.

A more flexible alternative: eesel AI

For teams who value the Gorgias platform but want to explore additional ways to manage their automation and pricing, there is a complementary option. eesel AI is an AI platform that plugs directly into your existing helpdesk, enhancing your Gorgias setup with additional flexibility. It’s designed to work alongside Gorgias to make your support even better.

Set up your alternative in minutes and stay in control

eesel AI is built for quick and easy setup. You can connect your Gorgias account with a single click and start building out your AI agent in just a few minutes.

A key feature is the precision it offers. With selective automation, you can choose exactly which types of tickets the AI should handle. If you want to start by only automating "where is my order?" questions while managing other tickets manually, you can. You can also set rules to ensure specific tickets are always handled by your human team. This allows you to roll out automation in a way that feels comfortable for your brand.

Teach your alternative everything your team knows

A major benefit of using complementary AI tools is their ability to pull from various knowledge sources. eesel AI can connect to and learn from information across your entire company:

• Past Gorgias tickets: The AI can learn from your team's past conversations to understand your brand's unique voice and preferred answers.

• External sources: It can connect to your internal documentation in Confluence, Google Docs, Notion, and more.

By integrating these sources, you create a support experience that is informed by your entire knowledge base.

Test your alternative safely and know what you'll pay

Before going live, eesel AI offers a simulation mode. This lets you test the AI agent on your past Gorgias tickets in a safe environment. You can see exactly how it would have replied and what its resolution rate would have been, ensuring everything is perfect before it ever interacts with a customer.

Regarding pricing, eesel AI offers transparent plans based on a set number of AI interactions per month. This provides a predictable monthly cost, which can be a helpful alternative for teams who prefer fixed budgeting for their automation tools. It’s a simple process: connect your tools, simulate the accuracy, and then launch when you're ready.

Choosing the right Gorgias autoresponder

The original rule-based Gorgias autoresponder has evolved into the more powerful Gorgias AI Agent, a sophisticated tool built directly into the platform. It is a fantastic option for teams that want a deeply integrated, success-based solution.

For support teams on Gorgias who are looking to supplement their native features with additional flexibility and a different pricing structure, eesel AI is an excellent complementary choice. It allows you to keep the Gorgias helpdesk your team loves while adding specialized AI capabilities on top.

With its easy setup, selective automation, and clear pricing, eesel AI works with you to build a smarter, more efficient autoresponder setup that fits your team's unique needs in 2026.

Ready to build a smarter Gorgias autoresponder?

Get started with eesel AI for free to see how easy it is to enhance your support in Gorgias, or book a demo with our team to discuss how we can support your specific workflow.