A complete overview of Gorgias Instagram comments in 2025

For e-commerce brands, Instagram is way more than a photo album; it's a direct line to your customers. The comments section is where people ask about sizing, give you props for your last launch, or share feedback. It's where your community lives. But as you grow, that community can get loud, and keeping up with the flood of comments across posts and ads is a real challenge. It's way too easy to miss a question from a potential buyer or let a negative comment fester.

A lot of brands look to a helpdesk like Gorgias to try and get a handle on the chaos. The promise is simple: pull all your social media chatter into one place so your support team isn't drowning in notifications. But does it actually work as advertised? This guide gives you the full story on the Gorgias Instagram comments feature. We'll walk through the setup, what it can do, what it can't do, and what it's going to cost. By the end, you'll know if it’s the right fit for your team.

Understanding Gorgias for Instagram comments

Simply put, Gorgias is a customer service helpdesk made specifically for e-commerce, playing especially nice with Shopify. Its main purpose is to gather all your customer conversations, from email, chat, SMS, and socials, into one dashboard. The idea is to stop your support agents from having to constantly switch between ten different browser tabs to talk to customers.

The Gorgias Instagram comments integration is a big part of this. It connects to your Instagram account and turns comments from your posts and ads into support tickets. So instead of your team living inside the Instagram app, they can see and reply to everything right from Gorgias. It’s built to make your social media support more organized and give your agents useful info (like a customer's order history) alongside the comment they’re answering. The goal is to make social support as efficient as handling emails and, ideally, turn more of those comments into sales.

A look at the Gorgias dashboard, which is central to managing Gorgias Instagram comments, showing the Shopify integration that provides customer context.

How to set up the Gorgias Instagram comments integration

Getting your Instagram comments to appear in Gorgias means connecting your Instagram Business account via its linked Facebook page. It’s a process with a few steps, and you’ll need to have the right admin permissions on both platforms to make it work.

Here’s a quick look at the steps, based on Gorgias’s own guides:

1. First, you'll go to the Facebook integration settings in your Gorgias account. You should find it under Settings -> App Store -> My Apps.

2. You’ll then need to log in with the Facebook account that has admin or editor permissions for the Facebook page linked to your Instagram profile.

3. Once you’re in, you can pick your Instagram account from the list. You'll see some checkboxes for the different things you want to import. Make sure you check both Comments and Ads.

4. Click "Save Changes," and Gorgias should start pulling in comments and creating tickets.

While the steps are pretty clear, the whole thing depends on your Facebook and Instagram permissions being set up just right. If they aren't, you can get stuck in a frustrating loop of trying to authenticate. It's a good reminder that not every setup is as plug-and-play as it seems. Modern AI tools like eesel AI are often built to skip this kind of headache, with simpler integrations that let you get started in minutes, not hours of tweaking settings.

Key features and limitations of the Instagram comments integration

Alright, so you’ve got it connected. Now what can you actually do? Gorgias has some solid basic features, but it's the limitations that usually decide if it’s the right tool for a growing brand.

What you can do with the Gorgias Instagram comments integration

• See public comments in one place: Every new top-level comment on your organic posts, ads, and mentions will pop up as a ticket in your Gorgias dashboard. This is a huge help for getting a single view of what people are saying publicly.

• Reply from your helpdesk: Your agents can answer comments without leaving the ticket view. This lets them use helpful Gorgias tools like macros (pre-written responses) to answer frequently asked questions in a snap.

• Manage comments on your ads: This is a big one. You can see and reply to comments on your active Instagram ads, which is often where you'll find people ready to buy.

• Use customer data for context: Because Gorgias connects so tightly with Shopify, it can show you a customer's profile and order history right next to their comment. This context helps your agents write much more personal and helpful replies.

• Hide spam or negative comments: If a comment is just spam or breaks your community rules, you can hide it from within Gorgias instead of having to hunt it down in the Instagram app.

A screenshot of the Gorgias interface showing customer Shopify data alongside a support ticket, a key feature for handling Gorgias Instagram comments.

Critical limitations to consider

While those features sound good, the integration has some pretty big gaps that can really affect your team's workflow.

• No support for threaded replies: This is probably the biggest issue. According to Gorgias's own documentation, the integration can only see and reply to the first comment in a chain. It doesn't pull in replies to other comments, often called nested comments or threads. This means your agents are missing a huge part of the conversation and could easily ignore follow-up questions without even knowing it.

• You can't see if a comment was deleted: If a customer writes a comment and then deletes it, the ticket in Gorgias just sits there. It doesn’t update or disappear, which can lead to your agents wasting time trying to reply to something that doesn't exist anymore.

• There can be delays: The connection isn't always instant. For comments on ads, Gorgias only checks for new ones every 20 minutes. When a customer is on the fence about a purchase, a 20-minute wait for an answer can feel like forever.

• Automation is pretty basic: Gorgias’s automation is based on simple rules and macros. It can handle basic "if this, then that" scenarios, but it can't really understand the meaning behind a complex customer question. It doesn't learn from past conversations or get smarter over time.

This is exactly why adding a separate AI layer is so important. Tools like eesel AI can connect to your Gorgias helpdesk and fill in these gaps. Instead of just relying on what's in your helpdesk, eesel AI connects to all your company knowledge, past tickets, internal guides in Confluence or Google Docs, and your public help center. By learning from every single successful answer, it gives smart, context-aware responses that a simple macro could never manage.

Gorgias pricing for Instagram comments

Gorgias’s pricing is based on how many "billable tickets" your team handles each month, and it's really important to know that every Instagram comment that creates a ticket counts toward that monthly total.

Their AI features, which they call the AI Agent, are sold as a separate add-on. This is where things can get a little complicated. You pay a fee for each time the AI handles something, and that interaction also counts as one of your billable helpdesk tickets. For brands with a lot of comments, this double-dipping can make your bill unpredictable and grow surprisingly fast.

Here’s a simplified look at their plans:

Plan	Monthly Price (Billed Monthly)	Helpdesk Tickets Included	AI Agent Interaction Cost
Starter	$10/mo	50	$1.00 / resolution
Basic	$50/mo	300	$1.00 / resolution
Pro	$300/mo	2,000	$1.00 / resolution
Advanced	$750/mo	5,000	$1.00 / resolution

Note: Prices are based on monthly billing. If you pay annually, you get a discount and the AI Agent cost drops to $0.90 per resolution.

As a comparison, the eesel AI pricing model is built to be predictable. Plans are based on a flat number of monthly AI interactions, and one price covers all the core products, the AI Agent, a Copilot for your human agents, AI Triage, and more. There are no extra per-resolution fees, so you won't get a surprise on your bill after a big sale. It’s a much more straightforward way to budget for AI.

Why a dedicated AI layer is the future for Instagram comments support

Helpdesks like Gorgias are great for getting organized. Bringing all your communication channels into one inbox is a necessary first step. But their built-in tools often lack the deep intelligence needed to provide truly great support at scale. You end up with a system that can send replies but can't really understand the customer.

When you only use your helpdesk's built-in automation, your knowledge stays locked away, and your AI is limited to simple, rule-based tasks. The future of customer support lies in a dedicated AI platform that acts like a brain on top of your existing tools. A tool like eesel AI connects all your knowledge sources, past tickets, internal wikis, product docs, to give consistently correct answers.

One of the coolest things about eesel AI is its simulation mode. Before you even let the AI talk to live customers, you can test it on thousands of your past Instagram tickets in a safe environment. You get to see exactly how it would have replied, how many issues it would have solved on its own, and what your cost savings might look like. It lets you "test drive" the AI with zero risk, which is something a native helpdesk integration just can't do.

Eesel AI's simulation mode, which can be used to test AI responses for Gorgias Instagram comments on past tickets before going live.

Go beyond basic Gorgias Instagram comments management

For any e-commerce brand, getting a handle on Gorgias Instagram comments is a smart move, and Gorgias gives you a decent place to start. It pulls your conversations out of the messy Instagram feed and into a more structured workspace. But its built-in integration has real limits when it comes to understanding conversation threads, speed, and smart automation, which can slow your team down as you grow.

To give your customers the fast, accurate, and helpful support that keeps them coming back, you need more than just a tool for managing comments. You need intelligence.

Stop just organizing comments and start resolving them intelligently. An AI platform like eesel AI works right alongside Gorgias to add the advanced capabilities that modern brands require. You can sign up in a few minutes and see for yourself how a dedicated AI layer can really change your social media support.