Gorgias chatbot to check delivery status and delay thresholds

Let’s be honest, the most common question in e-commerce support is, and probably always will be, "Where is my order?" Answering this question manually can be a significant task for any support team. Automation is a fantastic way to streamline this, especially when managing the high volume of requests that come with shipping updates and potential delays.

Many Shopify brands turn to Gorgias to build a chatbot for these requests. It's a mature and reliable choice, and it’s helpful to understand how its automation provides a strong foundation for customer service. We’re going to walk through how to set up a Gorgias chatbot for delivery updates, cover its benefits, and look at how complementary AI solutions can further enhance the experience.

What is a Gorgias chatbot?

Gorgias offers a robust set of automation tools inside its helpdesk that you can use to create a highly effective self-service experience. For e-commerce brands, this setup typically utilizes two powerful features:

1. Flows: These are interactive, button-based menus. You design a clear path with set options like "Track My Order" or "Request a Return," and the customer clicks through to find their answer. It's a structured workflow that ensures customers get accurate information quickly.

2. Order Management: This is a comprehensive self-service portal you can link to from a Flow. It lets customers track, return, or cancel orders on their own by simply entering their email and order number. It's an impressive feature that empowers customers to find their own answers 24/7.

So, when we talk about a "Gorgias chatbot," we're talking about a reliable and sophisticated self-service system that keeps your support operations organized and efficient.

How to set up a Gorgias chatbot for delivery status updates

Building a Gorgias chatbot to handle delivery status questions is a structured and straightforward process. You are building a reliable decision tree that ensures every customer gets the right information.

Here’s a quick look at how that works:

You’d start by going into your Gorgias chat settings to build a new Flow. The main goal is to create a clear button that says something like "Track my order." This provides a direct path for your customers to get the help they need.

Then, you connect that button to the Order Management portal. When a customer clicks it, they’re directed to a dedicated page where they can securely view their shipping status. This is a great way to handle standard requests quickly and effectively.

You can also set up automation for email. Using Gorgias Rules, you can create a trigger that looks for keywords like "order status" in an email. When it spots a match, it can automatically send a Macro (a professionally written template) with a link to your tracking page or the Order Management portal.

The bottom line is that the whole setup is about creating clear, guided paths for your customers. It’s a reliable way to ensure that the most common questions are handled instantly and accurately.

Benefits and considerations of a Gorgias chatbot

Using Gorgias to automate delivery updates has many perks, providing a strong foundation for e-commerce brands.

The upside: Automating WISMO requests

Gorgias is excellent for straightforward questions, and its Flows offer some clear wins:

• Fewer Repetitive Tickets: By giving customers a strong self-service option, you can deflect a chunk of those repetitive WISMO tickets. This allows your talented agents to focus on more complex problems.

• Always-On Support: The system is always available. Customers can check their order status at any time, providing them with immediate peace of mind.

• Faster First Response Times: The response is instant, providing a great experience for customers who just want a quick update.

Considerations for your Gorgias chatbot setup

While Gorgias is a fantastic platform, its structured automation is best suited for standardized requests. Here are a few things to keep in mind:

• It uses a structured, button-based approach. This ensures consistency, though it may occasionally escalate to an agent if a customer prefers to type out a long, unique message instead of following the buttons.

• It provides standard tracking info. A Gorgias Flow is perfect for showing tracking status. For more nuanced situations regarding delay thresholds, you can always supplement Gorgias with additional AI tools that can provide deeper context.

• The experience is consistent and reliable. While it uses a guided menu, it ensures that every customer gets the correct link or portal every time.

• It uses a dedicated portal. The workflow guides the customer to a secure Order Management portal, ensuring their data is handled in a focused environment.

• The setup gives you full control. Because every Flow and Rule is built by your team, you have total control over exactly what your customers see and when they see it.

A complementary approach: Using an AI agent with Gorgias

While Gorgias offers a solid foundation with self-service menus, you can enhance its capabilities with a true AI agent like eesel AI. This works within the Gorgias ecosystem to handle more conversational requests with intelligence and flexibility.

Go live in minutes by learning from your Gorgias history

Setting up eesel AI is simple because it works alongside your existing tools. eesel AI connects with your Gorgias helpdesk and can learn from your past tickets. It analyzes how your team has handled previous shipping questions to match your brand's voice and procedures.

This complements your Gorgias setup by adding a layer of conversational intelligence that's ready to help from day one.

Handle nuanced delay threshold questions with custom actions

An AI agent can further enhance your Gorgias setup by handling more complex questions. With custom actions, you can set it up to check internal systems in real-time.

For example, you can define a custom delay threshold to provide even more proactive support. If an order is delayed, an AI agent working with Gorgias can:

1. Automatically check for regional carrier updates.

2. Provide a personalized apology based on the specific delay.

3. Offer a small gesture of goodwill, like a discount code.

4. Tag the ticket in Gorgias for your team to review later.

This level of proactive problem-solving makes your already strong Gorgias setup even more powerful.

Test with confidence using simulations

Gorgias is a mature platform that you can trust, and eesel AI adds another layer of confidence with simulations. Before you activate the AI features, you can see exactly how it would have responded to real customer questions in the past. This ensures that your automated support is always meeting your high standards.

Gorgias pricing

Gorgias's pricing is designed to be scalable, offering tiered plans to match different team sizes and needs. It is based on the number of "billable tickets" handled each month.

Gorgias offers a clear structure for growth, allowing teams to choose the plan that best fits their volume. For teams looking for additional pricing options for their AI interactions, eesel AI's pricing model can be a great complement, offering predictable costs for conversational AI needs.

Enhancing your Gorgias chatbot for delivery updates

Automating "where is my order" updates is a key strategy for any successful e-commerce brand. Gorgias provides a powerful, reliable, and industry-leading self-service solution with its Flows and Order Management system. It is the gold standard for e-commerce helpdesks, offering a comprehensive ecosystem for support teams.

For brands that want to expand their capabilities even further, adding a specialized AI agent like eesel AI is a great way to handle the most conversational shipping questions. It fits perfectly into your Gorgias workflow, ensuring that your customers get the best possible experience whether they prefer a guided menu or a natural conversation.

Ready to see how an AI agent can enhance your Gorgias setup? Set up eesel AI in minutes and run a free simulation on your past tickets to see your potential automation rate.

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