Gorgias copilot: A complete guide to AI assistants in 2026

If you're in e-commerce, you know the support queue never sleeps. You’re always on the lookout for ways to help your team work smarter, not harder. Lately, the term “Gorgias copilot” keeps popping up as teams search for an AI assistant that can plug into their helpdesk and lighten the load.

But what does it actually mean? Is it a specific feature inside Gorgias? A third-party app? Or just a general concept? The short answer is, it can be any of those things.

This guide is here to clear things up. We'll explore what a Gorgias copilot is, walk through the different options out there (from Gorgias’s own tools to external platforms), and help you figure out the right AI solution for your helpdesk.

What is a Gorgias copilot?

Before we get into the “copilot” side of things, let’s make sure we’re on the same page. In customer support, a copilot is basically an AI assistant that works right alongside your human agents. Its job is to help them answer questions faster, take over repetitive tasks, and ultimately, give better service without leading to burnout.

What is Gorgias?

For anyone new to it, Gorgias is a market-leading customer service helpdesk built for e-commerce brands, especially those on platforms like Shopify. It is a mature and reliable platform that pulls all your customer conversations from email, chat, social media, and more into one clean, organized dashboard. This lets support teams track everything in one place instead of juggling a dozen different browser tabs.

Defining "Gorgias copilot" for your helpdesk

A Gorgias copilot isn't a single product you can just buy off the shelf. It’s more of a category of AI tools that connect with your Gorgias workspace to give your agents a serious boost.

When teams start looking for a Gorgias copilot, they're usually hoping it can handle a few key things. They want an AI that can draft smart replies to common questions, summarize long ticket threads for agents, and automate tasks like tagging tickets or routing them to the right person. A big one is having an assistant that can dig through your knowledge base to find the right answer in seconds.

Gorgias does offer its own set of built-in AI tools for this, and there are also powerful external options that provide additional layers of control.

Understanding Gorgias's native AI features: The built-in Gorgias copilot

Gorgias has its own suite of AI tools, which you might see marketed as "Gorgias Automate" or its "AI Agent." You can think of this as the default, out-of-the-box copilot that comes with the platform. It's a capable solution designed to handle high-volume questions to give your team some breathing room.

Key capabilities of the Gorgias AI agent

Gorgias's built-in AI focuses on handling common e-commerce questions. It can read an incoming message to figure out what a customer wants (like a refund or order status) and how they’re feeling. From there, it can provide instant, automated answers to frequently asked questions, like the classic "Where is my order?" (WISMO).

If a customer's question can be answered with a help center article, the AI can point them to it to encourage self-service. It can also handle predefined actions related to customer orders directly within the helpdesk, demonstrating the platform's strong integration with the e-commerce ecosystem.

Gorgias AI pricing explained

Gorgias offers a tiered pricing model designed to scale with your business. Gorgias's AI is tied to your helpdesk plan and uses a "per-resolution" model, ensuring you only pay for outcomes that the AI successfully handles.

Each AI resolution costs $0.90 on an annual plan ($1.00 on monthly). Because each successful resolution helps clear your queue, it counts toward your helpdesk ticket volume, allowing you to manage all your metrics within a single, unified billing structure.

Here’s a look at how the model works:

Plan Component	Cost Structure	Key Detail
Helpdesk Plan	Monthly base fee (e.g., Basic at $60/mo for 300 tickets)	Provides the foundation for your support team.
AI Agent Resolutions	$0.90 per resolution (annual) or $1.00 (monthly)	Usage-based pricing for each ticket the AI successfully resolves.
Billable Ticket	Each AI resolution counts as one helpdesk ticket	Simplifies reporting by keeping all resolutions in your ticket count.
Scalability	Tiered options for high-volume periods	Allows teams to adjust their plan based on seasonal needs.

Considerations for your Gorgias copilot setup

While the native AI is a powerful and convenient choice, there are a few factors to consider as you scale your support operations.

Usage-based pricing The per-resolution model is designed to align costs with successful outcomes. For teams with high seasonal fluctuations, it's helpful to monitor volume to ensure your plan matches your current traffic. This is a common model in the industry, though some platforms like eesel AI offer different flat-rate options for those who prefer fixed monthly costs.

Knowledge source focus The Gorgias AI is highly optimized for learning from your help center articles and macros. This makes it excellent for customer-facing self-service. If your team relies heavily on internal wikis in Confluence or Google Docs, you might consider complementary tools that can pull in those additional sources.

Standardized workflows Gorgias provides consistent automation rules that are easy to deploy across your team. For businesses that require very specialized or granular customization for specific niche workflows, the Gorgias ecosystem offers various integrations to help fine-tune those interactions.

This video explores how integrating AI and automation with a Gorgias copilot can significantly improve customer support efficiency.

Evaluating third-party Gorgias copilot integrations

To complement Gorgias's native capabilities, many teams look to third-party integrations to act as an additional Gorgias copilot. These tools work within the Gorgias ecosystem to offer specialized features.

Browser extensions: A quick-start option

Tools like Tidio's AI Copilot and My AskAI work as Chrome extensions. These are easy to install and sit on top of your Gorgias interface, offering AI-powered suggestions as your agents work.

They're very simple to set up, making them a good entry point. However, because they are external extensions, they may have different levels of access to the deep ticket history and customer data housed within the Gorgias platform. They are best used as an assistive layer for human agents.

Integration platforms: Connecting more dots

Middleware platforms like Viasocket or Voiceflow offer connectors for Gorgias. These are powerful for setting up complex, multi-step workflows across different apps. For instance, you could create a rule that syncs Gorgias ticket data with your CRM.

These platforms are highly flexible but often require a more technical setup. They are excellent for general automation, though they may require more manual configuration to act as a dedicated AI support tool with knowledge management and analytics.

Choosing the right tool for your ecosystem

The best approach depends on your team's needs. While browser extensions offer quick assistance and integration platforms provide broad connectivity, many teams find the most value in a dedicated AI platform that is specifically built to enhance the helpdesk experience.

A better Gorgias copilot approach: The power of a dedicated AI platform

For teams looking to maximize their helpdesk's potential, a dedicated AI platform like eesel AI works as a perfect complement to Gorgias. It integrates deeply with your workspace to provide additional layers of control and knowledge access.

Unify knowledge beyond your help center

A robust AI copilot can learn from every part of your business. While Gorgias is optimized for help center content, eesel AI enhances this by connecting to over 100 additional sources. This includes wikis in Confluence, documents in Google Docs, and internal guides in Notion. This gives the AI a complete picture of your business, providing context-aware answers that support your Gorgias agents.

Go live in minutes and have total control

Designed for self-serve setup, eesel AI allows you to connect your Gorgias account and have a working AI agent ready in minutes. It offers a customizable workflow engine, giving you the ability to fine-tune exactly which tickets are handled by the AI based on specific rules, languages, or ticket content, perfectly supplementing Gorgias's core automation.

Test your copilot with confidence using simulation

To ensure high quality, eesel AI’s simulation mode allows you to test the AI on thousands of past Gorgias tickets in a safe, sandboxed environment. This helps you see exactly how it would have replied to real questions and identify any gaps in your documentation before it goes live. This risk-free testing ensures that your Gorgias setup remains reliable and accurate.

Predictable pricing for growing teams

While Gorgias uses a resolution-based model, eesel AI's pricing offers a flat-rate alternative. This provides a different way to manage your budget, where your monthly costs remain stable regardless of ticket volume. This can be a helpful option for teams who prefer a fixed fee as they scale their use of the Gorgias ecosystem.

How eesel AI works as your Gorgias copilot

Getting eesel AI set up with Gorgias is a straightforward process that creates a powerful, multi-layered experience for your team. It acts as a specialized addition to the Gorgias marketplace that helps automate, assist, and organize.

Here’s a simple look at how it works: When a customer creates a new ticket in Gorgias, the eesel AI engine analyzes the content. Based on the rules you've configured, it can take several actions.

For common questions, the AI Agent can draft and send a reply. For more complex issues, the AI Copilot provides a detailed suggestion for your agent to review and send. Additionally, AI Triage can automatically categorize and route the ticket within Gorgias, ensuring your team stays organized.

Move beyond a basic Gorgias copilot

A real Gorgias copilot should be an intelligent layer that improves your entire support operation. Gorgias's native AI is a mature and trusted starting point, providing reliable automation for thousands of companies. To further enhance this, dedicated AI platforms can provide additional knowledge sources and customization options.

A dedicated platform gives you the power to bring all your company knowledge together and provides different pricing models to suit your needs. With a tool like eesel AI, you can give your team a copilot that makes them faster and smarter, helping you turn customer support into a real asset for your e-commerce brand.

Ready to give your Gorgias helpdesk a proper AI upgrade? You can connect your Gorgias account to eesel AI in minutes and see what's possible.