Gorgias Voice: A complete 2026 overview for ecommerce brands

Let's be honest, in a world of live chat and social media DMs, phone support can feel a bit old-school. But for ecommerce brands, it's still a powerful tool. Sometimes, a real conversation is the only thing that can build trust, sort out a complicated order issue, and save a sale in a way that text just can't.

If you're one of the thousands of brands already running your support on Gorgias, adding phone support through Gorgias Voice is a natural and effective next step.

Gorgias Voice pulls all your customer conversations into one place, which is a significant win for your agents. In this guide, we'll give you a complete overview of what Gorgias Voice does well, what its features are, how the pricing works, and some important considerations to help you optimize your setup for 2026.

What is Gorgias Voice?

Gorgias Voice is a paid add-on that lets you handle phone support directly inside your Gorgias helpdesk. Instead of juggling a separate phone system, your team can make and receive calls from the same dashboard they use for email, chat, and social media.

The platform is designed to centralize everything. When a customer calls, a ticket is automatically created. Your agent sees the customer's entire conversation history across all channels, plus all their data from your Shopify store, right there on the screen. This means no more tab-switching to find order numbers or past history, leading to faster and more personal service.

Gorgias Voice features

Gorgias Voice comes with a solid set of features built to fit phone support into a modern helpdesk workflow. Here's a breakdown of what you get.

Unified helpdesk and Shopify integration

The biggest win for Gorgias Voice is how it's baked right into the Gorgias platform. Every call automatically becomes a ticket, giving you a complete, chronological timeline of every single interaction a customer has had with your brand.

Even better, it pulls in a ton of customer data directly from Shopify. While on a call, an agent can see things like:

• Past order history and all the details

• Shipping and tracking information

• Customer lifetime value and contact info

Having this context on hand is essential. It lets your team give personalized support, troubleshoot order problems on the spot, and spot opportunities to provide relevant product recommendations.

Call management and routing

Getting calls to the right person efficiently is key, and Gorgias Voice has excellent tools for this. You can set up an Interactive Voice Response (IVR) menu that lets callers direct themselves (for example, "Press 1 for sales, Press 2 for support"). This step ensures customers are connected to the right department immediately.

You can also create call queues that send incoming calls to specific teams or agents based on availability. If everyone's busy or a call comes in after hours, it can be sent to voicemail. It also lets you forward calls to an external number, like an agent's cell phone, so you don't miss important calls when you're away from your desk.

graph TD A[Incoming Call] --> B{IVR Menu}; B -->|Press 1| C[Sales Team Queue]; B -->|Press 2| D[Support Team Queue]; C --> E[Agent Available]; D --> E; E --> F[Call Connected];

Call optimization and analytics

To help you refine your phone support over time, Gorgias Voice includes several useful features. You can turn on call recording for training new hires, quality checks, or maintaining records of customer conversations.

The platform also offers AI-powered summaries and transcripts of calls. This is a great feature, as it lets a manager quickly understand the details of a conversation without having to listen to the entire audio. The built-in analytics dashboards provide a high-level view of call volume, average wait times, and individual agent performance, helping you figure out your staffing needs.

Understanding Gorgias Voice pricing

Gorgias Voice is offered as a convenient add-on to your standard Gorgias helpdesk subscription, with a pricing model that scales alongside your ticket volume.

In Gorgias, a "billable ticket" is any conversation that receives a touch from a human agent, a rule, or an AI. Voice calls are integrated into this system as billable tickets. This means that as you add phone support, your monthly ticket count reflects your increased engagement with customers. This tiered approach allows you to choose a plan that matches your current team size and volume.

Gorgias also offers an AI Agent product as a separate option based on the number of interactions it successfully automates. This usage-based model is designed to align with the value you receive from the platform.

Here's a quick look at the base Gorgias pricing for 2026. Just remember that every phone call will be counted within your "Helpdesk Tickets" total.

Plan	Base Price (Monthly)	Included Helpdesk Tickets	Overage Cost (per 100 tickets)	Included AI Interactions	AI Interaction Cost
Starter	$10/mo	50	$0.40 / ticket	0	$1.00 / interaction
Basic	$50/mo	300	$40	60	$0.90 / interaction
Pro	$300/mo	2,000	$36	600	$0.90 / interaction
Advanced	$750/mo	5,000	$36	2,500	$0.90 / interaction
Enterprise	Custom	Custom	Custom	Custom	$0.90 / interaction

Note: This pricing is based on info from the official Gorgias pricing page and reflects the current 2026 model.

Considerations for your Gorgias Voice setup

While Gorgias Voice does an excellent job of managing phone calls inside a helpdesk, it's helpful to consider how it fits into your broader support strategy as you scale.

Optimizing call volume as you grow

Phone support is a high-touch, personalized channel that customers appreciate. Because it typically involves one-to-one interaction, it's often most effective when reserved for complex or high-value inquiries. To ensure your team can maintain high service levels as your brand grows, many teams use Gorgias Voice in combination with other channels to manage their total volume efficiently.

Integrating call insights into your support strategy

Gorgias Voice provides valuable transcripts and AI summaries that keep important customer information within individual tickets. To get even more value from these insights, you can integrate this data into your broader knowledge strategy. This ensures that the context captured during calls can help inform your help center or train AI tools to handle similar questions on other channels.

Understanding per-resolution AI pricing

When using the Gorgias AI Agent, the pricing model is based on successful resolutions. This model ensures you are paying for the tangible results the AI provides. It allows teams to see a direct correlation between their automated resolutions and their support ROI, making it a flexible choice for teams looking to scale their efficiency.

Enhancing Gorgias Voice with a complementary AI layer

To build a truly robust support operation, many teams choose to add an AI layer that works alongside Gorgias to handle routine questions. This is where eesel AI comes in. It's designed to complement your existing Gorgias helpdesk to optimize your workflows without requiring you to switch platforms.

Go live in minutes

eesel AI is built to be user-friendly and easy to implement. You can connect your Gorgias account quickly and have a working AI integration ready in a very short time. It slots right into the workflow you already know, enhancing your Gorgias setup rather than replacing it.

Unify all your knowledge

While Gorgias Voice helps centralize your conversations, eesel AI centralizes your knowledge. It can learn from several sources of truth:

• Your history of Gorgias tickets (including summaries from voice calls)

• Your public help center articles

• Internal notes in Google Docs or Confluence

• Your existing macros and canned responses

By drawing from this information, eesel AI can provide accurate answers on various channels, helping to manage routine inquiries so your team can focus on the personalized conversations handled through Gorgias Voice.

Automate with confidence and predictable pricing

eesel AI's simulation mode allows you to test your setup on past tickets. You can see how it would have performed and what your automation rate would look like before interacting with live customers.

When you are ready, eesel AI offers simple and predictable pricing. With transparent, flat-rate plans based on monthly interaction limits, your costs stay fixed, allowing you to scale your automation alongside Gorgias with confidence.

Move beyond basic Gorgias Voice support

Gorgias Voice is a solid, well-integrated tool for any ecommerce brand that wants to handle phone support inside their Gorgias helpdesk. It's excellent at centralizing conversations and providing agents with the Shopify context they need to solve problems quickly.

To build a highly efficient support operation in 2026, you can pair Gorgias's strong call management with an intelligent layer of automation. This allows you to manage routine inquiries effectively while freeing up your team to provide the high-quality, human support that Gorgias Voice makes possible.

Ready to see what true AI-powered support looks like?

Integrate your Gorgias helpdesk with eesel AI in minutes and start simulating your automation potential today. See how many tickets you can resolve with the help of AI and transform your support operations. Start your free trial.