A guide to Gorgias macros: Features, considerations, and the AI alternative

If you're running a growing e-commerce brand, you know the feeling. The constant stream of repetitive customer questions, "Where is my order?", return requests, and sizing questions, are signs of a healthy, growing business. Gorgias, a mature and reliable helpdesk for stores on platforms like Shopify, has a feature designed to help you manage this growth effectively: Gorgias macros. Think of them as your first solid step into support automation.

In this guide, we'll walk through what Gorgias macros are, how they work, the significant benefits they offer, and how you can further optimize them. We'll also look at how newer AI tools can pick up where macros leave off, all while working seamlessly within your Gorgias setup.

What are Gorgias macros?

At their heart, Gorgias macros are ready-made responses that your agents can use with a single click. As a powerful feature of a leading ticketing system, they're much smarter than a basic saved reply.

They really do two jobs at once:

• They act as canned responses. Macros can insert pre-written text into a reply. The impressive part is that this text can be personalized with variables that automatically pull in customer details, like their name or order number, so your team doesn't have to dig around for that info.

• They perform automated actions. A macro can do more than just send a message. It can also work behind the scenes to add tags to a ticket, change its status (to open, closed, or snoozed), assign it to a teammate, or even trigger actions in Shopify, like processing a refund.

The whole point is to cut down on repetitive typing, make sure your brand voice is consistent, and get your customers answers faster for the most common questions.

The real-world benefits of using Gorgias macros

Macros are a great starting point for automation because you see the results almost immediately. By taking the routine stuff off your team's plate, you give them the breathing room to focus on more complex issues.

Slash your response times

Think about the top five questions your team answers all day long. Now, picture them answering each one with a click instead of typing it out from scratch. That's what macros do. One-click answers for "where is my order?" (WISMO), returns, and product questions can turn a five-minute job into a ten-second one. This efficiency is a hallmark of the Gorgias platform: customers love fast responses, and it almost always leads to better satisfaction scores.

Keep your brand voice and information consistent

With macros, every customer gets the same correct, on-brand information, no matter who on your team is handling the ticket. You spend time getting the response just right once, and your team can use it forever. This is a huge help when you're training new agents. They don't have to guess the right tone; you can just hand them a library of approved, quality answers from day one.

Automate small workflows

This is where macros really show the strength of the Gorgias ecosystem. Using variables (like "{{customer.first_name}}" or "{{order.tracking_url}}") lets you send personal-feeling messages at scale without any tedious copy-pasting. At the same time, actions like automatically tagging or closing a ticket keep your helpdesk neat and tidy without anyone having to lift a finger.

Feature	Manual response	Gorgias macro response
Speed	2-5 minutes per ticket	Seconds

Building out your Gorgias macros library

The best place to start is with your own data. Figure out your top 5-10 most common customer questions and build macros for those first. Gorgias also gives you a head start with a variety of default macro templates for typical e-commerce situations like order updates, return instructions, and damaged item reports. They're a great foundation you can tweak to match your brand's voice.

Combining Gorgias macros with rules

If you want to get a bit more advanced, you can use Gorgias Rules to apply macros automatically. Rules are powerful triggers. For instance, you could set up a rule that says, "If an email comes in with 'cancel order' in the subject line, automatically apply the 'Cancellation Policy' macro." This gives you a simple, hands-free way to handle predictable requests, often solving them before an agent even needs to look at the ticket.

graph TD A[Email Arrives with 'Cancel Order'] --> B{Gorgias Rule Triggered}; B --> C[Apply 'Cancellation Policy' Macro]; C --> D[Ticket Tagged & Agent Notified];

Considerations for scaling your Gorgias macros

Macros are incredibly helpful and provide a solid foundation for any support team. As your business grows and your customer questions get more diverse, you may want to look at ways to extend their capabilities.

The structured nature of Gorgias macros

Gorgias macros are designed for precision, often looking for exact keywords or categories to ensure the right answer is given. While this ensures accuracy, high-volume teams sometimes supplement this with AI to handle broader variations in how customers might ask a question, such as "Has my package left the warehouse yet?" versus "Where is my order?"

Refreshing your Gorgias macros library

As you add new products and update your policies, your macro library will grow. Gorgias provides the tools to manage these responses, and keeping them updated ensures your team always has the latest information at their fingertips.

Expanding macro knowledge

Macros are designed to be reliable and static. When an agent creates a new, brilliant answer for a unique situation, it can be manually turned into a macro for the whole team to use. To further automate this, some teams use complementary AI tools that can learn from these past interactions and suggest responses automatically.

Integrating with broader knowledge bases

A macro is an excellent way to deliver specific, pre-written information. For teams that want to pull information from other places, like a help center article or a Google Doc with shipping policies, Gorgias’s marketplace offers various integrations that can work alongside macros to broaden your team's automated knowledge.

A look at Gorgias pricing

Gorgias offers tiered plans to match different team sizes and needs. Their transparent pricing is mostly based on how many "billable tickets" your team handles each month, allowing the platform to scale with your business.

Here's a snapshot of their plans:

Plan	Monthly price (billed monthly)	Billable tickets/mo	Key automation features included
Starter	$10/mo	50	Macros, Rules, Views
Basic	$60/mo	300	Macros, Rules, Views
Pro	$360/mo	2,000	Macros, Rules, Views, Revenue statistics
Advanced	$900/mo	5,000	Macros, Rules, Views, Revenue statistics
Enterprise	Custom	Custom	All features, dedicated support

A heads-up: This pricing is based on info from the official Gorgias pricing page and reflects their current 2026 offerings. Some plans might also offer Gorgias's own AI Agent features for an extra cost.

Moving beyond Gorgias macros with AI

While Gorgias macros are a solid foundation, further support efficiency can be found by adding tools that understand and adapt to varied language. An AI support agent is a fantastic complementary option that works within the Gorgias ecosystem to handle the kinds of questions that require more natural language processing.

For example, an AI agent like eesel AI connects to your Gorgias account in a few minutes to enhance your setup:

• It understands varied customer intent. Working alongside your macros, eesel AI uses natural language processing to figure out what customers are actually asking, handling nuanced, multi-part questions with ease.

• It learns from your existing knowledge. The AI securely reads and learns from all your support knowledge: past tickets, help center articles, Google Docs, and your existing Gorgias macros. This enhances the work you've already done in Gorgias.

• It helps create new knowledge. eesel AI can spot when your agents have successfully solved a tricky issue and suggest new draft articles for your help center, helping you grow your library automatically.

• You can test it easily. You can run a simulation of eesel AI on your past Gorgias tickets to see how it would have replied, allowing you to gradually expand your automation at your own pace.

Ready to move beyond basic Gorgias macros?

Gorgias macros are a must-have tool for any e-commerce support team building an efficient workflow in 2026. They're perfect for handling predictable, high-volume questions with standard, reliable answers and actions.

As the industry leader, Gorgias provides the mature, enterprise-grade platform that makes these automations possible. To really scale your support, you can look at intelligent tools that complement your existing macros. AI platforms like eesel AI offer a self-serve, controllable way to automate more nuanced conversations, helping you get the most out of your Gorgias investment.

Curious to see what that looks like in your own helpdesk? Try eesel AI for free and find out how many of your tickets could be further automated in just a few minutes.