Gorgias Postscript: A guide to integrating SMS support in 2025

Texting isn't just for marketing anymore. It’s quickly become how customers prefer to ask for order updates, get quick answers, and have actual conversations with the brands they buy from. For any ecommerce store, that’s a golden opportunity to connect with people. But it also creates a new headache: how do you manage all those texts without giving your team yet another app to keep open?

This is exactly the problem the Gorgias Postscript integration was built to solve. It’s designed to pull all your SMS support chats directly into the helpdesk your team already uses every day, keeping everything organized and in one place.

What is Gorgias?

Think of Gorgias as the main hub for all your customer conversations. It’s a customer service helpdesk built specifically for ecommerce brands. Instead of your support agents jumping between email, live chat, and Instagram DMs, Gorgias brings all of it into a single, clean view.

The real magic is how it connects with platforms like Shopify or BigCommerce. When a customer gets in touch, your agent immediately sees their entire order history and shipping details right next to the message. The whole point is to give your team the context they need to provide fast, personal support without having to dig through different systems. It’s all about speed and not making the customer repeat themselves.

What is Postscript?

Postscript is a top SMS marketing tool for Shopify stores. It’s what you use to send customers texts about flash sales, abandoned cart reminders, or shipping notifications.

But it’s not just for blasting out announcements. Postscript is designed for two-way conversations, so customers can text you back with questions. This turns a marketing channel into a genuinely useful tool for talking with customers and offering support on the fly, which helps build loyalty and, honestly, leads to more sales.

How the Gorgias Postscript integration works

Getting Gorgias and Postscript talking to each other is pretty painless, and it creates a workflow that makes life much easier for your support team.

Here's a quick look at how it all comes together:

1. A customer texts you. It all kicks off when a customer replies to one of your Postscript campaigns. Maybe they have a question about sizing or want to know where their package is.

2. A ticket pops up in Gorgias. Postscript automatically sends this message over to Gorgias, which creates a new support ticket. It looks just like any other ticket but is clearly marked as coming from SMS.

3. Your agent replies from Gorgias. Your support agent grabs the ticket from their queue, all without ever having to log into Postscript. They can use all their usual Gorgias tools, like macros for common questions, to write a reply.

4. The reply goes back as a text. When your agent hits send in Gorgias, the message is routed back through Postscript and lands on the customer's phone as a normal text message from the number they first contacted.

The setup itself is fast. You just need to copy your API key from Gorgias, paste it into your Postscript settings, and authorize the connection. From there, you can turn on options like "Auto-Create Tickets" to make sure every customer text lands in your helpdesk without anyone having to lift a finger.

Benefits and limitations of the native integration

Connecting Gorgias and Postscript is a solid move, but it helps to be realistic about what it does well and where you’ll start to feel some growing pains.

Key benefits

First, the good stuff.

• One central inbox. This is the big one. Your agents can handle texts right next to emails and live chats. It gives them a full picture of every customer’s history, which is essential for giving good, personal support.

• A more efficient team. By staying inside Gorgias, your team can stick with the tools they already know. They can use macros, automated rules, and internal notes to get through SMS tickets faster.

• A smooth experience for customers. As far as your customer is concerned, they're just having a simple text conversation. They have no idea there’s a powerful helpdesk running things in the background. It’s convenient for them, and it just works.

Limitations: Where the integration falls short

The native integration is a great starting point, but as your store grows and more texts come in, you'll notice a few cracks.

• It’s all manual. The integration is great at getting a conversation to a human, but it doesn't do anything to actually resolve the ticket. Every single text still needs an agent’s time. During big sales or the holiday season, this can create a serious backlog and leave customers waiting.

• Knowledge is siloed. Your agents are limited to what they remember or what you've saved in your Gorgias macros. The integration can't pull answers from your other knowledge sources, like setup guides in Confluence, product specs in Google Docs, or solutions from past tickets.

• No after-hours support. Your SMS support is only online when your team is. If a customer texts with an urgent question late at night, they’ll have to wait until morning for a reply. There's no way to give instant answers around the clock.

While the native integration is a fantastic first step, what happens when you're getting hundreds of texts a day? Having your team manually reply to every single one just doesn't scale. That's where a tool like eesel AI fits in. It plugs into your Gorgias helpdesk and adds an AI layer that can resolve these SMS tickets on its own. Instead of just creating a ticket for your team to deal with, eesel AI can read the message, figure out what the customer wants, and give them an accurate answer instantly by learning from all your company knowledge, not just your macros.

Understanding Gorgias pricing

Getting a handle on Gorgias's pricing is useful for figuring out how it fits your budget as you grow. The pricing is mostly based on the number of "billable tickets" you handle each month, not how many agents you have. This is a pretty fair model for growing teams, since you can add more people without your monthly bill exploding. They also offer an AI Agent, which is priced based on how many tickets it resolves.

Here's a breakdown of their main plans:

Feature	Starter	Basic	Pro	Advanced
Price (Monthly)	from $10/mo	from $50/mo	from $300/mo	from $750/mo
Billable Tickets/mo	50	300	2,000	5,000
Overage Cost	$0.40 / ticket	$40 / 100 tickets	$36 / 100 tickets	$36 / 100 tickets
Omnichannel	Email, Chat, Social	Email, Chat, Social	Email, Chat, Social	Email w/ dedicated server, Chat, Social
AI Agent Interactions	$1.00 each	$0.90 each	$0.90 each	$0.90 each
Revenue Statistics	No	No	Yes	Yes

So, what actually counts as a "billable ticket"?

It's basically any conversation that gets a reply from a human agent, a rule you’ve set up, or the AI Agent. The good news is that Gorgias doesn’t charge you for spam messages or simple "We got your message" auto-replies.

An "automated interaction" is when the AI Agent fully handles a customer's question without a human needing to get involved. If an agent has to jump in within three days, it just counts as a regular billable ticket.

Take Gorgias Postscript to the next level with AI

For any ecommerce brand that's serious about support, the Gorgias Postscript integration is a no-brainer. It pulls your SMS conversations into one place, makes your team’s life easier, and gives your customers a better, faster experience.

But getting all your messages in one place is only the first step. As your brand grows, you'll hit a point where manually replying to every text is too slow and costly. The answer isn't to get rid of your setup; it's to build on top of it. eesel AI adds a layer of intelligence directly to Gorgias, turning your SMS channel from a manual queue into a system that can resolve issues on its own.

You can get eesel AI up and running in minutes, connect it to Gorgias with a click, and even see how it would have performed on your past tickets before you activate it. It’s the simplest way to bring all your company knowledge together and automate your support without messing up the workflow your team already depends on.

Ready to see how AI can start resolving your SMS support tickets in Gorgias? Try eesel AI for free.