A complete overview of the Gorgias Shopify integration

If you're running a growing Shopify store, you probably know the feeling. Customer questions are pouring in from email, social media, and live chat, and your team is constantly jumping between tabs to find order details just to keep up. It’s a common challenge for successful brands, and it’s why helpdesks built for e-commerce are so popular.

Gorgias is one of the biggest names out there, and it positions itself as a top-tier partner for Shopify merchants. It packs a lot of powerful features designed to help teams scale efficiently. This post is an in-depth look at the Gorgias Shopify integration. We’ll cover its main features, its structured pricing, and how to get the most out of the platform in 2026. Getting a handle on how the AI and pricing work is key to making the best decision for your business.

What is Gorgias Shopify?

At its core, Gorgias is a customer support helpdesk built specifically for e-commerce brands. Its main job is to pull all your customer conversations from different places, like email, chat, and social media, into one single inbox. This helps your support team stay organized and on top of things.

The philosophy behind Gorgias is to help your support team do more than just answer questions; it's about turning support into a way to drive growth. It does this with deep integrations into platforms like Shopify, BigCommerce, and Magento, which lets your agents solve problems and drive sales at the same time. The main components are the central helpdesk, a live chat widget, and an AI Agent that’s meant to automate common support questions.

The Gorgias Shopify integration explained

The Gorgias Shopify integration is really the main event. It connects your helpdesk directly to your Shopify store’s backend, pulling all the important customer and order info right into your agent's workspace.

graph TD A[Customer contacts store via Email, Chat, or Social Media] --> B{Gorgias Helpdesk}; B --> C{Pulls customer data & order history}; C --> D[Shopify Backend]; D --> C; C --> E[Agent Workspace]; E --> F[Agent responds with full context];

So, when a customer gets in touch, their entire order history, shipping info, and contact details pop up right next to their message. This simple feature gets rid of the endless tab-switching between your helpdesk and the Shopify admin panel. The result? Your agents can answer questions way faster, give more personal replies, and even do things like process a refund or edit an order without ever leaving the Gorgias dashboard. It’s all about making your support team’s workflow a lot smoother.

Key features of the Gorgias Shopify integration

That deep link between Gorgias and Shopify opens up a bunch of features designed to make life easier for your team and create a better experience for your customers.

Unified omnichannel helpdesk

One of the toughest parts of running an online store is tracking conversations that are happening all over the place. Gorgias brings all your support channels into one feed. It doesn't matter if a customer sends an email, starts a live chat, or comments on your Instagram post, the message ends up in the same inbox. This unified view helps your team manage every single question without letting anything fall through the cracks.

Deep Shopify data access and order management

This is where the integration really pays off. Agents don't just see Shopify data; they can do something with it. Right from inside a support ticket, your team can handle a bunch of tasks that would normally mean logging into Shopify.

• View customer data: Get the full story on a customer, including their complete order history and shipping addresses.
• Manage orders: You can cancel, refund, duplicate, or create new Shopify orders without leaving the helpdesk.
• Edit order details: Need to fix a typo in a shipping address? You can do it right in the Gorgias widget to stop a package from going to the wrong place.
• Manage tags: Add or remove customer and order tags that sync right back to your Shopify admin.

AI and automation capabilities

Gorgias uses what it calls an "AI Agent" and a system of "Rules" to handle repetitive stuff. The platform can figure out what a customer wants, like an update on shipping or a refund, and then use pre-written responses (called Macros) to send an automatic reply. This works well for basic questions about order tracking or your return policy.

The platform is built to handle high volumes, providing a consistent experience for customers who need quick answers. For teams looking to add even more personal flair to their automated responses, Gorgias offers various customization options to help the AI align with your brand's unique voice.

Understanding Gorgias Shopify pricing

Gorgias's pricing is designed to scale with your business as it grows. The model has two main parts: a monthly subscription based on your "billable tickets" and a separate, usage-based charge for "AI interactions."

Here’s what their plans look like, based on the official pricing page:

Plan	Monthly Price (Annual)	Billable Tickets/mo	Overage Cost	AI Interaction Cost
Starter	$10/mo	50	$0.40 / ticket	$1.00 / resolution
Basic	$50/mo	300	$40 / 100 tickets	$0.90 / resolution
Pro	$300/mo	2,000	$36 / 100 tickets	$0.90 / resolution
Advanced	$750/mo	5,000	$36 / 100 tickets	$0.90 / resolution

A "billable ticket" is any conversation that gets a reply from a human, a Rule, or the AI. An "AI interaction" is a conversation that the AI handles all by itself.

This tiered approach allows stores to choose a plan that fits their current needs while providing a clear path for growth. It’s a performance-based model where you pay for the volume your team manages.

For teams looking for additional options, tools like eesel AI offer a different approach. With a simple monthly or annual plan, you get a significant number of AI interactions included, which some teams find helpful for budgeting. It’s a great example of how different tools in the ecosystem can cater to different business preferences.

Common considerations with the Gorgias Shopify integration

While the integration is solid, there are always ways to optimize your setup. Based on platform capabilities, here are a few things to keep in mind.

Refining the AI voice

When using helpdesk AI, achieving the perfect tone is a journey. While Gorgias provides a strong foundation, some brands spend time tweaking their Macros to ensure the AI sounds exactly like their team. This investment in tone helps maintain a high-quality brand reputation.

This is an area where eesel AI can serve as a helpful companion. Its prompt editor gives you deep control over the AI's persona, allowing you to tune it to be witty, empathetic, or straight-to-the-point, working alongside Gorgias to deliver a highly customized experience.

Managing scalable costs

The tiered pricing model is built to reflect the value you get from the platform. As your support volume grows, you can move through the tiers to find the most efficient cost per ticket. Understanding your resolution rates helps in planning your budget during peak seasons like Black Friday.

The pricing for eesel AI is another option in the market, designed with clear, predictable plans that some teams use to complement their existing helpdesk costs. It’s all about finding the right balance of tools that works for your specific financial model.

Maximizing integration potential

Gorgias connects with over 100 e-commerce apps, which is one of its greatest strengths. If you have a highly specialized tech stack, you can explore the marketplace to find the right connectors for your data.

This is where eesel AI can also add value by pulling knowledge from all your different tools. eesel AI doesn't just connect to your helpdesk; it also plugs into your internal knowledge sources like Confluence, Google Docs, and Notion. This gives your AI a wide well of context to draw from, leading to helpful answers. Plus, it’s designed to be ready quickly, allowing you to test how it handles tickets before going live.

The ideal companion for your Gorgias Shopify setup

After looking at the features, it's clear that Gorgias is a powerhouse for e-commerce support. To make a great thing even better, many teams look at adding tools like eesel AI to their setup.

The idea isn't to replace your helpdesk. Instead, eesel AI integrates directly with tools like Gorgias to enhance them. You get to keep the robust Gorgias workflow you already know, but you add a specialized AI layer that can be trained on a wide variety of company knowledge. It’s a way to get the best of both worlds: a world-class helpdesk and a highly flexible AI assistant.

Is Gorgias Shopify right for you?

The Gorgias Shopify integration is a powerful tool for many e-commerce stores, with industry-leading order management features packed into a single helpdesk. It’s an excellent choice for brands looking for a mature, reliable platform that can handle the demands of a growing store in 2026.

For brands that want to push their automation even further with specialized AI controls and broader knowledge integration, Gorgias serves as the perfect foundation. The decision boils down to how you want to build your support stack: by using Gorgias as your primary hub and potentially adding complementary tools to refine your experience.

Ready to see how a customizable AI can enhance your Shopify store? Try eesel AI for free and see how it works with your existing tools in minutes.