Gorgias Chat: A complete guide to features, AI, and pricing in 2026

If you run an ecommerce brand on Shopify, you’ve almost certainly heard of Gorgias. Its integrated live chat is a huge part of its appeal, promising to turn customer conversations into sales and make support feel effortless. But as your ticket volume starts to climb, you’ll naturally start looking at AI and automation to keep your team working efficiently.

Many teams explore different ways to scale, from Gorgias's own native AI Agent to custom DIY setups with tools like Zapier and ChatGPT. This guide is here to clear things up. We'll walk through everything you need to know about Gorgias Chat: its core features, the different ways you can automate it, the tiered pricing structure, and how to find the most cost-effective way to handle your support in 2026.

What is Gorgias Chat?

So, what exactly is Gorgias Chat? Think of it as the live chat and messaging hub of the Gorgias customer service helpdesk. It's much more than a simple chat bubble on your site; it’s a tool built specifically for the world of ecommerce. Because it connects directly with platforms like Shopify, BigCommerce, and Magento, your support agents can see a customer's entire order history and other details right inside the conversation.

The main goal here is to help you give instant, personal support that solves problems fast. By removing friction from the buying process, you can boost your conversion rates and build the kind of customer loyalty that keeps people coming back.

Key features of the Gorgias Chat platform

Before we get into AI, it helps to understand what Gorgias Chat offers from the get-go. These are the core features that have made it a go-to for thousands of online stores.

Centralized omnichannel conversations

One of the biggest perks of Gorgias is how it brings all your customer conversations into one place. With Gorgias Chat, you're not just dealing with website live chat. It pulls in messages from all the places your customers hang out, including:

• Email

• Facebook Messenger and Instagram DMs

• SMS and Voice (these are available as add-ons)

Having this omnichannel view means your agents get a single, clean timeline of every customer's entire history, no matter how they got in touch. When you pair that with its deep Shopify integration, agents can check order details, shipping status, and past purchases without ever having to switch tabs.

Basic automation with rules and macros

Gorgias gives you two main tools for simple, efficient automation:

• Macros: These are helpful canned responses. Your agents can use them to answer common questions like "What's your return policy?" with a quick click, saving them from typing the same thing over and over.

• Rules: These are smart "if this, then that" automations. For instance, you could create a rule that automatically tags any ticket with the word "refund" or sends it to a specific person on your team.

These are definitely handy for keeping things organized. They are rule-based, making them perfect for handling clear-cut scenarios and ensuring your team stays productive. For more complex inquiries, you might consider layering in smarter AI.

Chat campaigns for proactive engagement

Gorgias Chat isn't just for reacting to customers; it lets you be proactive, too. With chat campaigns, you can set up automated messages that pop up for visitors on certain pages. For example, you could offer a discount to a shopper who's been looking at a product page for a minute or so. It's a great feature for engaging potential buyers, answering their questions before they leave, and turning a casual browser into a happy customer.

AI and automation for Gorgias Chat

When your team is ready to go beyond basic macros and rules, you have several ways to automate Gorgias Chat. Each path offers different benefits depending on your budget and technical needs.

The native Gorgias AI agent

Gorgias has its own powerful AI tool, called the "AI Agent." It’s built to take care of repetitive questions about order status, returns, and other FAQs all on its own. It's a robust solution that fits perfectly into the platform.

The Gorgias AI Agent is a premium add-on. According to their pricing page, it costs around $0.90 for every single conversation it resolves. This performance-based pricing model means you pay for results, which can be a valuable investment for brands looking for a native, fully integrated solution.

The DIY approach with ChatGPT and Zapier

To explore alternative automation methods, some teams try to build their own solution. This usually involves using Zapier to link Gorgias to an AI model like ChatGPT. The setup often looks like this: a new ticket comes in, a Zap sends the message to the ChatGPT API, and the AI generates a reply that gets posted back to Gorgias as an internal note for an agent to check.

While this is a creative approach, many people on forums like Reddit have found it can be quite time-consuming to manage.

• Variable costs: Zapier's multi-step Zaps can use up your task allowance quickly. When you combine Zapier costs and OpenAI API fees, it's important to monitor the total spend.

• Context needs: A generic ChatGPT model doesn't automatically know your specific products or policies. This means agents may still need to review and adjust responses to match your brand's voice.

• Ongoing maintenance: This approach requires regular tinkering and prompt engineering, which can take time away from other support tasks.

graph TD A[New Ticket in Gorgias] --> B{Zapier Trigger}; B --> C[Send to ChatGPT API]; C --> D{Generate Reply}; D --> E[Post as Internal Note in Gorgias]; E --> F[Agent Reviews and Sends]; end

Third-party AI integrations

Recognizing the need for specialized automation, the Gorgias App Store features several specialized AI tools built to enhance the native experience. These third-party solutions are designed to connect deeply with your helpdesk and provide smart, context-aware automation that complements Gorgias's core features.

This is exactly where a platform like eesel AI comes in. It’s designed to learn from your entire knowledge base, past tickets, macros, and help center articles to deliver powerful automation that works right inside your Gorgias workflow.

A full breakdown of Gorgias pricing

To make the right call for 2026, you need to see the whole picture of Gorgias's pricing. The model is based on "billable tickets" per month, which scales as your business grows.

Plan	Monthly Price (Billed Monthly)	Included Billable Tickets	Overage Cost (per 100 tickets)	Key Features
Starter	$10/mo	50	$40	Basic helpdesk, 3 user seats
Basic	$60/mo	300	$40	Unlimited users, more integrations
Pro	$360/mo	2,000	$36	Revenue statistics
Advanced	$900/mo	5,000	$36	Dedicated email server

Gorgias AI Agent: Factoring in the automation investment

The table above covers the helpdesk platform itself. If you choose to use Gorgias's native AI Agent, it is priced as a success-based add-on at $0.90 per fully resolved conversation (on annual plans).

This means your total investment scales with the volume of support the AI handles. For example, on the "Pro" plan, if the AI Agent resolves 600 tickets in a month, you're investing an additional $540 (600 tickets x $0.90) into your automated support. This ensures your team can focus on complex issues while the AI handles the bulk of routine requests. Many brands find this native integration worth the investment for its ease of use.

A powerful option: Supercharging Gorgias Chat with eesel AI

For teams looking for specialized AI capabilities with a different pricing model, a dedicated integration like eesel AI offers a great balance of power and simplicity. It’s designed to slide right into your existing Gorgias setup to enhance your capabilities.

Go live in minutes with a truly self-serve setup

Connecting eesel AI is a straightforward, one-click integration process. You can be up and running in a few minutes, making it an easy way to add another layer of automation to your Gorgias helpdesk.

Even better, eesel AI lets you simulate the AI on your past tickets before you turn it on for live customers. This is a valuable feature that shows you exactly how the AI would have answered real customer questions, letting you refine its behavior with confidence.

Unify all your knowledge for truly accurate answers

eesel AI works alongside Gorgias by training on your company's collective knowledge. It can learn from:

• Your past Gorgias ticket history to pick up on your brand voice.

• Your existing macros and help center articles.

• External knowledge sources like Google Docs, Confluence, or Notion.

This ensures the automation is accurate and aligned with your brand standards.

Get total control over your automation workflow

With eesel AI, you have full control over how much you automate. You can have the AI handle specific topics like "where is my order?" while passing more complex issues to your team. You can also set up custom actions, allowing the AI to tag tickets, update fields, and even look up order details in your Shopify store via real-time API calls.

Enjoy transparent and predictable pricing

eesel AI offers a flat monthly fee based on your overall support volume. This provides a predictable cost structure, allowing you to scale your automation as your business grows without any surprise bills after busy sales periods.

Is Gorgias Chat right for you?

Gorgias Chat is one of the premier live chat tools available for ecommerce businesses today. It offers an industry-leading integration with Shopify and a clean, efficient interface for support teams. It's a reliable and sophisticated foundation for any customer service setup.

When it comes to automation, you have excellent options. The native AI Agent provides a seamless, performance-based experience. Alternatively, integrating a specialized third-party platform can offer additional flexibility and predictable scaling.

Take the next step with Gorgias Chat

A tool like eesel AI enhances your existing Gorgias Chat setup, providing specialized automation that works within the tools you already use. It’s about supercharging your helpdesk to provide the best possible customer experience.

See how eesel AI can transform your Gorgias workflow. Start your free trial or book a demo to see our powerful simulation engine in action on your own historical tickets.