A guide to the Gorgias macro for edit shipping address on last order

We’ve all been there. A customer places an order, the confirmation email lands, and then you get the follow-up message: "I used my old shipping address!" For any e-commerce store, this is a daily occurrence, and handling it quickly is the difference between a happy customer and a potential headache.

Inside Gorgias, macros are your go-to for knocking out these repetitive tasks with speed and consistency. Think of them as the first line of defense against an overflowing inbox.

So, let's walk through how to build the specific Gorgias macro for edit shipping address on last order. We'll also cover what else macros are good for and, just as importantly, where their limits are in a modern support workflow.

What is a Gorgias macro?

Put simply, Gorgias macros are pre-made templates for responses and actions that your agents can use with a single click. Instead of typing the same reply for the tenth time that day, an agent can just apply a macro to a ticket and move on. It's a simple idea that saves a ton of time.

The benefits are pretty obvious: your agents get faster, your brand's tone of voice stays consistent, and you cut down on the soul-crushingly repetitive work.

Every macro is made of a few key parts:

• Message Body: This is the pre-written text you’ll send to the customer. It's your script for common questions.

• Variables: These are little placeholders that automatically pull in customer or order data, like "{{customer.name}}" or "{{last_order.id}}". Gorgias grabs this information directly from your e-commerce platform, whether it's Shopify or BigCommerce.

• Actions: This is where the real power is. Actions are automated tasks that run when you use a macro. They can add tags, assign tickets, or, in this case, do things in other apps, like editing a shipping address in Shopify.

A view of the Gorgias dashboard, which is central to creating a Gorgias macro for edit shipping address on last order.

How to set up a Gorgias macro for edit shipping address on last order

Getting this set up is surprisingly straightforward. It’s less about code and more about just telling Gorgias what to say and do when this issue pops up. Here’s a quick look at how it works.

Crafting the response template

First, you need a clear, reassuring message for your customer. You want them to know you've got it handled. A good template uses variables to make the message personal without any extra work from your agent.

For instance, your message could be as simple as:

"Hi {{customer.name}},

Thanks for getting in touch! I've updated the shipping address for your order #{{last_order.id}}.

Your package will now be sent to: {{last_order.shipping_address}}.

Just let me know if you need anything else!"

It's simple, personal, and gets the job done.

Applying the Shopify action

This is the most critical step. The real strength of Gorgias macros is their ability to trigger actions in other platforms. You’re not just sending a message; you're actually solving the problem right then and there.

In the macro's "Actions" section, you'll add the "Edit last order's shipping address" action. When an agent uses this macro, a small pop-up appears inside Gorgias, asking for the new address details. They can make the change right there without ever having to switch tabs and log into Shopify. It keeps everything in one place and saves a surprising amount of clicking around.

A screenshot showing the Shopify action integration within a Gorgias macro for edit shipping address on last order.

Adding organizing actions

To keep your workflow tidy, you can also add a few housekeeping actions to the same macro. These small steps can make a big difference.

• Add a tag: You could automatically add a tag like "address-update" to the ticket. This is great for tracking how often this issue actually comes up.

• Close the ticket: Since the problem is usually solved in one touch, you can have the macro automatically close the ticket, clearing it from your team's queue.

This image shows how to auto-assign tickets in Gorgias, a feature that complements the Gorgias macro for edit shipping address on last order.

The power and pitfalls of Gorgias macros

Macros are an amazing tool, and they can handle much more than just address changes. But it’s good to be realistic about what they do well and where they fall short.

What Gorgias macros are great for

For straightforward, repetitive tasks, macros are a lifesaver. Here are a few common e-commerce scenarios where they really shine:

• Order Status Updates: You can quickly answer "Where is my order?" questions by using a macro that automatically pulls in the order's tracking URL variable.

• Cancellations and Refunds: With one click, an agent can process a refund for a customer's last order directly from the macro.

• Applying Discounts: If you need to make things right with a customer, you can have a macro ready that sends a pre-written apology along with a discount code.

• Internal Escalations: You can create a macro that adds an internal note, tags the ticket for a specific team (like "escalate-to-warehouse"), and reassigns it, all in one go.

Where Gorgias macros fall short

Macros are powerful, but they aren't smart. They're a rule-based tool that relies entirely on a human to figure out what's needed. Here's where they can start to hold you back:

• No Context: A macro can't actually read a customer's message. An agent still has to identify the customer's intent, then manually search for and select the right macro. It’s faster, but there's still a human bottleneck.

• Reactive, Not Proactive: Macros are a tool for your agents; they don't do anything on their own. They can't spot an address-change request and resolve it without someone on your team getting involved. This means you're always playing catch-up, especially after hours.

• Rigid Logic: Macros can't handle anything complex. For example, what happens if an agent uses the "edit address" macro, but the order has already shipped? The action will fail, and the agent has to figure out a new, manual process. This can lead to mistakes and a clunky experience for the customer.

• Maintenance Headaches: As your business grows, your macro library can become a tangled mess. You end up with hundreds of slightly different macros for every possible situation, making them hard to manage and even harder to train new agents on.

Understanding Gorgias pricing for automation

When you're thinking about automation, cost is always part of the conversation. It's useful to know how Gorgias structures its pricing, especially once you move beyond basic macros.

Gorgias helpdesk and AI agent costs

Gorgias's pricing is mostly based on the number of billable tickets you handle each month. Macros are a core feature and are included in all plans.

For more hands-off automation, Gorgias offers an "AI Agent" feature. This is where things can get a bit tricky. The AI Agent is priced separately, per automated interaction. You might pay around $0.90 for every conversation the AI resolves, and that's on top of your base plan and the cost of the ticket itself. This creates a variable, consumption-based cost that can be hard to predict, especially during busy seasons like Black Friday.

Here’s a quick look at their core plans:

(Note: Prices based on data from the Gorgias pricing page as of late 2024 and are subject to change.)

A more predictable pricing alternative

If unpredictable, per-resolution fees sound like a headache, there are other options. eesel AI's pricing model, for example, is designed to be much more straightforward.

The main difference is in the structure. Instead of paying per interaction, eesel AI uses simple, tiered plans that include a large number of monthly AI interactions. This helps you avoid those variable fees that can sting when you're having a busy month.

It's also an all-in-one approach. You get the AI Agent, the Copilot for your team, and AI Triage tools under a single subscription, so you're not juggling add-on costs. And with monthly plans, you can try it out without a big upfront commitment.

From the Gorgias macro for edit shipping address on last order to smarter automation

The Gorgias macro for edit shipping address on last order is a genuinely useful tool. It’s a perfect example of how simple automation can speed up a common support task and make your agents' lives a whole lot easier.

But while macros are a great first step, their manual nature means there's a limit to how efficient you can be. To really scale your support and give customers instant answers 24/7, you need to move from rule-based tools to something more intelligent.

eesel AI is the natural next step in that journey. It isn't a replacement for your helpdesk, but an intelligent layer that works on top of it to handle the repetitive work for you.

• Go live in minutes: It connects to your Gorgias account with a click. No long setup process or sales call required.

• Train on your data: It learns from your team's past tickets to reply with the right information and in your brand's unique voice.

• Test with confidence: You can use its simulation mode to see exactly how many tickets you could automate before ever turning it on for your customers.

Ready to see what's beyond manual macros? See how eesel AI works with your Gorgias workspace or start a free trial today.