How to build a Gorgias order status bot that actually reduces tickets

If you’re in ecommerce support, let me guess. You open your Gorgias inbox, ready to solve some real customer problems, and are immediately buried under a mountain of tickets asking the same exact thing: "Where is my order?"

It's the Groundhog Day of customer support. These WISMO (Where Is My Order?) tickets are simple, sure, but they’re a huge time suck. They pull your best agents away from the complex conversations that actually build customer loyalty and drive sales, trapping them in a copy-paste nightmare.

And while Gorgias is an industry-leading helpdesk for keeping all your customer chats in one place, managing that constant flood of repetitive questions is a key priority for growing brands. You need a system that can give customers instant answers without burning out your team.

This is exactly what a "Gorgias order status bot" is for. It’s the key to deflecting those WISMO tickets, freeing up your agents, and giving customers the speedy replies they expect. In this guide, we’ll walk through how to build one, look at the options inside Gorgias, and uncover a modern way to enhance your setup.

What is a Gorgias order status bot?

First things first, a "Gorgias order status bot" isn't some off-the-shelf product you just download. It’s an automated system you build and plug into your Gorgias workspace. Its one and only job is to catch customer questions about their order status and give them an immediate, accurate update, no human required.

Think of it as your 24/7 frontline agent who loves answering "Where is my order?". When a customer asks about their delivery, the bot should be able to instantly find their tracking info, provide an estimated delivery date, and tell them where their package is right now.

Generally, you have three ways to set this up:

1. Using Gorgias’s native tools: This involves using the built-in Rules and Macros to create simple, effective auto-replies.

2. Using the Gorgias AI Agent: This is an upgrade to Gorgias's comprehensive, conversational AI add-on for more natural conversations.

3. Integrating a complementary AI platform: This means connecting a specialized AI tool that gives you more flexibility and works within the Gorgias ecosystem.

Each option has its own features and cost structures. Let's get into how each one helps you solve the problem for your team.

Building a Gorgias order status bot with native tools

Gorgias gives you a few built-in tools that let you efficiently set up a basic "Gorgias order status bot." It’s a reliable place to start your automation journey.

Using Gorgias's rules and macros

The simplest route is to use Gorgias's rules and macros. Here’s the gist of it: you create a Rule that scans incoming tickets for keywords like "order status," "tracking," or "shipping." When it spots one of those words, it automatically triggers a Macro.

That Macro then fires off an auto-reply to the customer, pulling in data from your Shopify or other ecommerce platform, like the tracking link for their latest order. It is a solid, efficient system for straightforward queries.

This setup is focused on specific keyword triggers, providing a structured way to handle inquiries. For many teams, it is a helpful starting point that can be expanded with more advanced logic to handle the different ways customers might phrase their questions or follow-up needs.

Upgrading with the Gorgias AI Agent

To enhance your automation, Gorgias offers the Gorgias AI Agent as part of its premium "Automate" add-on. This is a true conversational AI solution. It’s built to understand natural language, so it can handle all the different ways customers might ask about their order status. It can also help with other common questions, process returns, and even issue refunds.

It is a powerful tool for brands looking for a native, conversational experience. This power is delivered through a usage-based resolution model, ensuring you pay for the results achieved.

The Gorgias AI Agent: Pricing explained

The Gorgias AI Agent is part of the Gorgias Automate add-on. Instead of a flat monthly fee, Gorgias uses a tiered model based on how many conversations the AI resolves without a human getting involved.

According to their pricing page, this provides high value for every resolved conversation. For every WISMO ticket the bot handles, you are investing in a streamlined experience for your customer.

Here's a quick look at the Automate add-on tiers, which are based on your expected resolution volume.

Plan tier	Estimated monthly add-on price	Included AI resolutions	Overage cost per 100 resolutions
Basic	+$54/mo	60	$90
Pro	+$540/mo	600	$90
Advanced	+$2,250/mo	2,500	$90

Note: Prices are based on the Gorgias pricing page as of late 2026 and may change. The monthly cost is added to your existing helpdesk plan.

As your brand grows, your investment scales with the number of customers served. This ensures you are always providing high-quality, instant answers to every customer, even during peak periods like Black Friday or holiday sales.

Considerations for Gorgias order status bots

While Gorgias provides a mature ecosystem, many support teams also look at AI chatbots for Gorgias, like PerfectBot or Amio, to further refine their strategy.

Here are some common factors to consider when refining your bot's performance:

• Managing variable volume and costs: Using resolution-based pricing is common in the industry. It ensures you only pay for successful outcomes, though it does require careful monitoring of usage as your marketing campaigns drive more traffic.

• Ensuring comprehensive knowledge coverage: Many bots are primarily trained on your public help center articles. To provide even better service, it helps to connect the bot to your real company knowledge found in Google Docs, Confluence pages, and internal Slack discussions.

• Streamlining the implementation process: Getting started with some AI platforms can involve multiple steps. Finding a platform that is truly self-serve, where you can sign up and integrate with Gorgias quickly, is a priority for teams that want to move fast.

• Maintaining visibility and control: To launch with confidence, it's helpful to have tools that let you test the bot on historical tickets. This allows you to simulate responses and predict success rates before going live.

A complementary approach: A unified, self-serve AI platform

You can enhance your automation by using a flexible, unified AI platform that works right inside your helpdesk. This is where eesel AI comes in. It’s a modern AI solution designed to plug right into your Gorgias helpdesk to help you get the most out of your automation strategy.

Here’s how eesel AI offers a complementary way to build your "Gorgias order status bot."

Get started in minutes

With eesel AI, you can sign up, connect your Gorgias account, and build your first AI agent in just a few minutes. The whole platform is designed to be self-serve, putting you in the driver's seat so you can build and launch on your own timeline.

Give your bot a brain that knows everything

eesel AI connects to all of your data sources with one-click integrations. It doesn't just learn from your help center; it learns from:

• Past Gorgias tickets: It reads through your historical conversations to understand your brand voice and common customer solutions.

• Internal docs: Connect it to Google Docs, Confluence, Notion, and more. Now your bot can pull detailed shipping info and product specs directly.

• Ecommerce platforms: It connects directly with platforms like Shopify to pull real-time order information.

This unified knowledge base means your bot has the context needed to provide accurate and comprehensive answers within your Gorgias workspace.

Test your bot with total confidence

eesel AI allows you to run simulations before you ever turn it on for your customers. It can go through thousands of your past Gorgias tickets and show you exactly how it would have responded.

This gives you a clear preview of its potential performance. You can look at draft responses, spot any gaps, and tweak its behavior until you're completely happy with the results.

Predictable pricing for your team

eesel AI offers a flat, predictable monthly fee that includes a generous number of AI interactions. This allows your support costs to stay stable and makes budgeting easy, even when your brand experiences high growth or seasonal spikes in traffic. It’s a model designed to support your growth within the Gorgias ecosystem.

Stop answering WISMO tickets and start building loyalty

Repetitive "Where is my order?" tickets are a standard part of ecommerce, but they don't have to slow your team down. For Gorgias users, this is a totally solvable issue.

As we've covered, Gorgias's own tools provide a strong foundation for any team. By using native rules or the AI Agent, you can start automating immediately.

A complementary AI platform like eesel AI offers a way to enhance these capabilities. It gives you a smart "Gorgias order status bot" that fits perfectly into your existing workflow. By bringing all your knowledge together, letting you test with confidence, and offering predictable pricing, eesel AI helps you automate your frontline support effectively. You can finally free up your agents to focus on what they do best: building relationships and turning shoppers into loyal customers.

Ready to see how many WISMO tickets you can automate? Sign up for eesel AI for free and run a simulation on your Gorgias tickets in minutes.