Gorgias Chat: A complete guide to features, AI, and pricing in 2025

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 from drowning. And that's where things can get a little messy, not to mention expensive.

Lots of teams get stuck weighing the hefty price tag of Gorgias's own AI against clunky, time-consuming 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 full pricing structure, and how to find a smarter, more cost-effective way to handle your support.

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 that 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.

Gorgias Chat centralizes conversations from multiple channels into a single dashboard.

Basic automation with rules and macros

Gorgias gives you two main tools for simple, non-AI automation:

• Macros: These are basically just 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 simple "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, but it’s important to know their limits. They’re rule-based, which means they can’t actually understand what a customer means or handle a question that takes a few steps to resolve. That’s where you start needing smarter AI.

Gorgias allows setting up rules for basic automation, such as auto-assigning tickets.

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 nice 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 the basic macros and rules, you have a few ways to automate Gorgias Chat. Each path has some pretty big trade-offs when it comes to cost, how hard it is to set up, and how well it actually works.

The native Gorgias AI agent

Gorgias has its own 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 powerful and fits right into the platform, but there's a huge catch: the price.

The Gorgias AI Agent is a pricey add-on. According to their pricing page, it can cost around $0.90 for every single conversation it resolves. That's on top of your monthly plan and the cost of the ticket itself. As you can imagine, that can make your monthly bill pretty unpredictable and can get out of hand fast as your support volume grows.

The Gorgias AI Agent automatically handling a customer query about order status.

The DIY approach with ChatGPT and Zapier

To get around the high cost of the native AI, some tech-savvy 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.

It sounds like a clever workaround, but as many people on forums like Reddit have found, it often ends up being a bad deal.

• The costs add up: Zapier's multi-step Zaps can burn through your task allowance surprisingly quickly. Once you add up the Zapier bill and the OpenAI API fees, you might find you’re not saving as much money as you thought.

• The answers aren't great: A generic ChatGPT model has no idea about your products, your specific policies, or past customer issues. The responses often come back vague, wrong, or just not in your brand's voice, meaning your agents have to rewrite them anyway.

• It becomes a time-sink: Instead of saving time, your team ends up spending their day "fixing" useless AI suggestions. All the time spent tinkering with prompts completely defeats the purpose of trying to automate in the first place.

Third-party AI integrations

Seeing this gap in the market, the Gorgias App Store now has several specialized AI tools built to solve the problems of both the native and DIY options. These third-party solutions are made to connect deeply with your helpdesk and provide smart, context-aware automation without the sky-high costs.

This is exactly where a platform like eesel AI comes in. Unlike a generic connector, it’s designed to learn from your entire knowledge base, past tickets, macros, help center articles, and even outside documents, to deliver automation that's both powerful and affordable.

A full breakdown of Gorgias pricing

To make the right call, you need to see the whole picture of Gorgias's pricing. The model is based on how many "billable tickets" you have each month, which is pretty fair since it grows with your business instead of how many agents you have.

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

The real Gorgias cost: Factoring in the AI agent add-on

That table only tells you half the story. If you want to use Gorgias's native AI, you're going to be paying a lot more. The AI Agent add-on costs $0.90 per fully resolved conversation if you're on an annual plan.

Let's break that down. Say you're on the "Pro" plan for $360 a month. If the AI Agent resolves 600 tickets for you in a month (which isn't a lot for a growing brand), that's an extra $540 (600 tickets x $0.90). Suddenly, your total monthly cost for Gorgias jumps from $360 to over $900. Your bill more than doubles for a pretty modest amount of automation. This is the number one reason why so many growing brands start looking for another way.

A view of the Gorgias AI Agent pricing add-on page, highlighting the per-resolution cost model.

A smarter alternative: Supercharging Gorgias Chat with eesel AI

For teams who find the native AI too expensive and the DIY route too frustrating, a dedicated integration like eesel AI offers a great balance of power, simplicity, and predictable cost. It’s designed to slide right into your existing Gorgias setup, not make you start over.

Go live in minutes with a truly self-serve setup

Unlike the headache of setting up a multi-step Zapier workflow, connecting eesel AI is a one-click integration. You can be up and running in a few minutes without needing a developer or sitting through a long sales call.

Even better, eesel AI lets you simulate the AI on your past tickets before you turn it on for live customers. This is a huge deal. It shows you exactly how the AI would have answered real customer questions, giving you an accurate preview of your automation rate and letting you tweak its behavior with zero risk.

The simulation mode in eesel AI allows you to test AI responses on past Gorgias Chat tickets.

Unify all your knowledge for truly accurate answers

The big problem with DIY ChatGPT setups is their lack of context. eesel AI solves this by training on your company's entire brain. It automatically learns from:

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

• Your existing macros and help center articles.

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

This makes sure that every answer the AI generates is accurate, personal, and sounds like it’s actually coming from your business.

eesel AI connects to all your knowledge sources to provide accurate answers in your Gorgias Chat.

Get total control over your automation workflow

With eesel AI, you're in the driver's seat. You can start small, letting the AI handle just a few specific topics (like "where is my order?" requests) and have it pass everything else to your team. As you get more comfortable, you can let it handle more. You can also set up custom actions, which lets the AI do more than just talk. It can tag tickets, update fields, and even make real-time API calls to your Shopify store to look up order details.

With eesel AI, you can set up custom actions and have full control over your Gorgias Chat automation.

Enjoy transparent and predictable pricing

Maybe the best part is the pricing. eesel AI uses a flat monthly fee based on your overall support volume, with no per-resolution fees. A single plan comes with a large bucket of AI interactions (an AI reply or action), which makes your costs completely predictable. You’ll never get a surprise bill after a busy sales weekend, letting you scale your automation without worrying about your budget.

Is Gorgias Chat right for you?

Gorgias Chat is, without a doubt, one of the best live chat tools out there for ecommerce businesses. It offers a fantastic integration with Shopify and a clean, easy-to-use interface for support teams. It's a great foundation for any customer service setup.

When it comes to smart automation, though, the choice you make is a big one. Relying on the native AI Agent can lead to spiraling, unpredictable bills that punish you for growing. On the flip side, DIY solutions are often just a frustrating waste of time.

To really tap into the power of automation in Gorgias, without the crazy costs or technical headaches, the smartest move is to integrate a specialized, third-party AI platform.

Take the next step with Gorgias Chat

A tool like eesel AI enhances your existing Gorgias Chat setup, giving you more accurate, controllable, and affordable automation. It works with the tools you already use, supercharging them instead of making you start from scratch.

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.