A complete guide to Gorgias Facebook comments

If you’ve ever run a successful Facebook ad, you know the feeling. One minute, you’re celebrating the clicks. The next, you’re drowning in a sea of comments. "Do you ship to Australia?" "Is this available in blue?" "Mine arrived damaged!" It can feel like a full-time job, and every missed comment is a potential lost sale or a public relations headache waiting to happen.

For a lot of e-commerce brands, this is where Gorgias enters the picture. It promises to be the central hub for all your customer service, including those chaotic Facebook threads. But just funneling comments into your helpdesk doesn't magically solve the problem.

This guide is for anyone who’s discovered that part. We're going to break down everything you need to know about the Gorgias Facebook comments integration: how to get it running, what it does well, and, more importantly, where you'll start to feel the growing pains. We'll also explore how adding a layer of AI can take you from just managing comments to actually automating them.

What is the Gorgias Facebook comments integration?

At its heart, Gorgias is a customer support helpdesk designed with e-commerce stores in mind. The big idea is to stop your team from having a million tabs open, juggling emails, live chat, and social media messages. It aims to bring every customer conversation into one, streamlined dashboard.

The Gorgias Facebook integration is a huge piece of that puzzle. It connects directly to your brand’s Facebook page and essentially turns public interactions into manageable tickets.

A screenshot of the Gorgias user interface, a key tool for managing Gorgias Facebook comments.

Here’s what that looks like in practice: every time someone comments on one of your organic posts, your ad campaigns, or even your page recommendations, a new ticket pops up in your Gorgias workspace. Instead of someone on your team having to live inside Facebook’s notification panel, they can see and respond to everything right alongside your other support channels. The main win here is having a single source of truth. It makes it way less likely that a customer's question will get lost in the shuffle.

Getting set up with Gorgias Facebook comments

Connecting your Facebook page to Gorgias is pretty painless, and their own docs have a good step-by-step if you need it. The most important thing to know beforehand is that you’ll need to have Admin, Editor, or Moderator permissions on the Facebook page you want to connect. No getting around that one.

Let's skip the boring tutorial and jump right into what you can actually do once you’re all connected.

Connecting your page for Gorgias Facebook comments

The whole setup happens inside your Gorgias account. You’ll head over to Settings -> App Store -> Facebook, Messenger & Instagram, and hit the big Log in With Facebook button. A pop-up will ask you to authorize the app and pick which page you want to sync. Gorgias even gives you the option to pull in the last 30 days of posts and comments, which is handy for getting some historical context into your new workspace.

Managing channels in Gorgias to handle Gorgias Facebook comments.

What you can do with Gorgias Facebook comments from inside a ticket

Once the comments start rolling in as tickets, your agents have a few tools at their disposal to manage the conversation.

• Reply publicly to the comment: This is your bread and butter. The agent's response appears as a direct reply to the original comment right on the Facebook post. It's perfect for answering common questions that other potential customers might be wondering about, too.

• Switch to a private message: If someone starts sharing an order number or personal details, you can click a button to move the conversation to Messenger. This takes the chat from a public forum to a private, one-on-one conversation, which is essential for handling sensitive info.

• Like or hide the comment: You can also do some basic moderation from Gorgias. Liking a positive comment is a small but nice way to show you’re listening. Hiding negative or spammy comments helps keep your page looking professional without outright deleting them.

• Set up simple rules: Gorgias lets you build "Rules," which are basically simple "if this, then that" automations. For instance, you could create a rule that automatically adds a "positive-feedback" tag to any comment containing the word "love." Or, you could set up a rule to automatically hide any comment that contains a specific curse word. It’s useful for basic housekeeping.

The cracks start to show: Limitations of the native Gorgias Facebook comments integration

Pulling all your Gorgias Facebook comments into one place is a fantastic start. But as your brand grows and you scale up your ad spend, you'll pretty quickly bump up against the limits of what the native integration can do on its own. Managing social media at scale isn't just about having a unified inbox; it's about having smart automation.

This is where the standard Gorgias setup starts to feel a bit... manual.

Why the automation for Gorgias Facebook comments isn't very 'auto'

Gorgias's built-in automation feature, Rules, is functional but basic. It’s great for simple tasks like tagging tickets or hiding spam. What it can't do is generate intelligent, context-aware replies.

Think about your top five most common questions. "Do you ship to Canada?" "What's the price?" "Is this available in size large?" With the native integration, your team is still stuck typing out the same answers, again and again. You can create macros (canned responses) to speed things up, but an agent still has to manually select and send each one. This just doesn't work when you're dealing with hundreds of comments a day during a flash sale.

You can't reply to nested Gorgias Facebook comments

This one is a real headache. According to Gorgias's own documentation, a limitation in Facebook's API means you can only reply to top-level comments. If a customer replies to another customer's comment, your agent can't jump into that specific part of the conversation from Gorgias.

It creates awkward situations where your reply appears on the main thread, completely out of context. This often forces your team to log back into Facebook to handle the conversation properly, which kind of defeats the whole purpose of having a centralized helpdesk in the first place.

Reactions to Gorgias Facebook comments are limited to a 'Like'

While you can "Like" a comment from inside a Gorgias ticket, that’s as expressive as you can get. The API doesn’t allow for other reactions like "love," "haha," or "wow" to be sent from third-party tools. This might sound like a tiny detail, but it limits your team's ability to engage with customers in a more personal and human way. It’s such a common request that it even has its own card on Gorgias's public product roadmap, but it’s not something they can currently implement.

How to actually automate your Gorgias Facebook comments with AI

So if you want to graduate from endless manual replies and truly scale your social media support, you need to bring in a dedicated AI platform to work with Gorgias. This is exactly what eesel AI was built for. It plugs directly into your existing helpdesk and gives it the automation brain it's missing.

Here’s how eesel AI picks up right where the native Gorgias integration leaves off.

Get intelligent, automated answers for your Gorgias Facebook comments

Instead of just tagging comments, eesel AI’s AI Agent can actually answer them. You can train it on your past support tickets, your knowledge base, product documentation, and any other source of truth you have. It learns your brand's voice and figures out the right answers to all those repetitive questions about shipping, stock, pricing, and more.

The best part? You don't have to just cross your fingers and hope it works. eesel AI comes with a simulation mode that lets you test the AI on thousands of your past Facebook comments in a completely safe environment. You can see exactly how it would have replied and what its resolution rate would have been before a single real customer ever interacts with it. It gives you complete confidence before you flip the switch.

A simulation feature for testing Gorgias Facebook comments automation.

Unify company knowledge to answer Gorgias Facebook comments

Gorgias knows what’s inside Gorgias. But what about that new shipping policy document saved in Google Docs or the detailed product specs in Confluence? eesel AI connects to all your company's knowledge, no matter where it lives. This means the answers your AI gives on Facebook are always consistent with the information your team is using everywhere else. No more conflicting information or out-of-date replies.

You're always in control of your Gorgias Facebook comments automation

Handing things over to AI can feel nerve-wracking, but automation doesn't mean giving up control. With eesel AI, you get a fully customizable workflow builder. You can decide exactly which types of comments the AI should handle. Maybe you start small, automating answers to just your top three most asked questions. Everything else can be escalated to a human agent, just like before. As you get more comfortable, you can gradually let the AI handle more. It's a risk-free way to roll out automation at a pace that works for you.

A quick look at Gorgias pricing

Gorgias's pricing is based on the number of "billable tickets" your team handles each month. They have a few different plans, and each one includes a certain number of tickets. Their own AI features are available as an add-on or are included in the higher-tier plans, but it's typically priced per automated interaction. This can make your monthly bill a bit unpredictable, as it can go up or down depending on your ticket volume.

Here's a simplified look at their plans:

It's time to move from a shared inbox to a smart one

The Gorgias Facebook comments integration is great at its primary job: getting all your social conversations into one place. But for any brand that's serious about growth, that's just table stakes. To offer fast, effective, and scalable support on social media, you have to embrace intelligent automation.

While Gorgias has some clear limitations when it comes to automatically replying and handling complex threads, you don’t have to switch helpdesks to solve them. By layering a powerful AI tool like eesel AI on top of your current setup, you can bridge that automation gap and turn your social media channels into a truly efficient support machine.

Tired of manually replying to the same questions on Facebook day after day? See how eesel AI can start automating your Gorgias Facebook comments in minutes.