A deep dive into the Gorgias web widget (2026 guide)

If you're running an e-commerce store, you know that little chat bubble on your website is a big deal. It's not just for support anymore; it’s where sales are made and where customers decide if they’ll come back. People expect fast answers, and providing a modern chat experience is essential. This is where the Gorgias web widget excels, offering a mix of live support, self-service options, and AI automation.

The Gorgias web widget is a powerful tool for any scaling store. This guide will walk you through everything you need to know about the widget in 2026. We'll cover its features, how to set it up, what its AI can do, and how its pricing works. We’ll also explore how you can further enhance its capabilities with complementary AI tools.

What is the Gorgias web widget?

The Gorgias web widget is a versatile, interactive hub on your site designed to streamline customer communication. It is a mature, reliable platform that powers customer service for thousands of companies.

It’s designed to:

• Offer live chat, connecting customers with your support team for real-time help.

• Let customers help themselves by tracking orders, starting returns, or finding answers in your help center without waiting for an agent.

• Use AI to automate answers to common questions, giving customers instant resolutions, day or night.

• Proactively start conversations with pop-up messages, like offering a discount to a shopper who looks like they might be leaving their cart.

The whole thing is built specifically for e-commerce, so it integrates deeply with platforms like Shopify, Magento, and BigCommerce. This lets it pull customer and order info right into the chat, providing a seamless experience for both shoppers and agents.

Core features and capabilities

So, what do you actually get with the Gorgias web widget? Let's look at the main features.

Real-time conversations with live chat

At its core, the widget is a robust live chat tool. When a customer opens a chat, your agents see more than just a message. They get a full picture: what page the person is on, what’s in their cart, and their past conversation and purchase history. With all this context, your agents can provide faster, more personal support.

Offline and after-hours support

Gorgias ensures your customers are always heard with its offline capture feature. When you're outside of business hours, the chat widget flips into a sleek contact form. Customers can leave their info and question, which then appears as a ticket in your helpdesk. It makes sure you don't miss a single lead or query.

Proactive engagement with chat campaigns

Instead of just waiting for customers to come to you, you can use chat campaigns to drive sales. You can set up rules that trigger messages based on visitor behavior. For example, if someone has been viewing a product page for a specific amount of time, a chat can pop up asking if they need help with sizing. This proactive approach helps increase conversion rates.

Customization and branding

You can easily make the widget look like it belongs on your site. Gorgias provides a variety of settings to change colors, use your own logo, and write custom welcome text. Gorgias also supports multiple languages and can automatically detect a visitor's browser language, making it an excellent choice for international brands.

The setup and installation process

Getting the Gorgias web widget on your site is simple and efficient. You've got two main options.

For Shopify stores, the Quick Installation is a one-click affair. You connect your Shopify account, flip a switch, and the widget is live. This is a huge win for teams that want to get going quickly.

For other platforms like BigCommerce and Magento, there's a Manual Installation. This involves copying a snippet of Javascript and pasting it into your website's theme files. It's a standard process that gives you the freedom to choose exactly where the widget appears.

While the basic setup is fast, Gorgias provides the depth needed to configure advanced AI and automation flows as your team grows.

The Gorgias AI agent: Automation, considerations, and pricing

The Gorgias AI Agent is a powerful feature for automating support. Let’s look at its impressive capabilities and how it integrates into your workflow.

What can the Gorgias AI agent automate?

The Gorgias AI Agent is built to handle the simple, repetitive questions that e-commerce stores receive. Its main strengths include:

• Order Management: It links directly to your Shopify store to let customers track, return, or cancel an order right from the chat widget.

• Answering FAQs: The AI pulls answers from your Gorgias help center articles to handle common questions instantly.

• Flows: You can build intuitive, menu-based conversations (called Flows) that guide customers to resolutions.

• Article Recommendations: The AI can suggest relevant articles from your help center, empowering customers with self-service.

Key considerations for your AI setup

While the AI Agent is highly effective, there are a few things to keep in mind when planning your automation strategy.

• Knowledge Integration: The AI Agent is optimized to learn from your Gorgias help center and Shopify data. This ensures it stays accurate within the Gorgias ecosystem. For teams that need to pull data from internal wikis or diverse document types, specialized add-ons can provide that extra layer of connectivity.

• Ease of Use: The AI is designed to be user-friendly, with pre-defined flows that work out of the box. This simplicity is great for most teams, though those requiring deep custom logic or unique brand personalities might look for complementary tools to further tailor the experience.

• Ecosystem Focus: Gorgias provides a cohesive environment where the helpdesk and AI work in harmony. This "all-in-one" approach is excellent for teams that want a streamlined, central platform for all their support needs.

Understanding the Gorgias pricing model

Gorgias offers tiered plans to match different team sizes. You typically pay for a Helpdesk plan and then add the AI Agent as a separate feature, which scales with your success.

Feature	Gorgias "Pro" Plan (Monthly Billing)
Baseline Helpdesk Price	$360/month
Included Helpdesk Tickets	2,000
Overage Ticket Cost	+$36 / 100 tickets
AI Agent Cost	$0.90 per resolved conversation (billed separately)
Example AI Cost	600 AI interactions = $540/month
Total Estimated Cost	$900/month (for helpdesk + AI)

The resolution-based model for the AI Agent ensures you only pay for successful outcomes. This aligns your costs with the value delivered to your customers, making it a scalable option for growing businesses in 2026.

A complementary option: Enhancing your Gorgias web widget with eesel AI

If you love your Gorgias helpdesk but have specific needs for even deeper AI customization, you can consider an option like eesel AI. It works as a complementary add-on that integrates directly with your Gorgias helpdesk, allowing you to keep the Gorgias tools you love while adding specialized capabilities.

Here’s how it can work alongside Gorgias:

• Simulate before you go live: You can set up eesel AI and simulate the AI on thousands of your past Gorgias tickets. This provides a helpful way to see potential automation results before ever showing it to a customer.

• Expand your knowledge base: While Gorgias focuses on its help center, eesel AI can connect to additional sources like Confluence, Google Docs, or Notion. This allows the AI to assist with specialized internal or technical documentation.

• Customizable workflows: eesel AI offers a flexible workflow engine that can work within the Gorgias ecosystem. You can create custom actions to look up complex details in Shopify or other databases, providing another layer of flexibility.

• Predictable scaling: eesel AI offers flat-rate monthly plans for AI interactions. This can be a helpful option for teams that prefer a fixed cost as they scale their automation efforts.

Is the Gorgias web widget the right tool for the job?

The Gorgias web widget is a fantastic option for e-commerce stores that need a dependable, well-designed live chat and self-service tool. It is an industry leader for a reason: it's easy to use, integrates perfectly with the Shopify ecosystem, and provides a professional experience for customers.

For businesses that want to maximize their automation potential, Gorgias provides a strong foundation that can be further enhanced with its own AI Agent or specialized complementary tools like eesel AI.

Gorgias remains a top-tier choice for support teams in 2026. Ready to see what your support automation could actually do? Start your free eesel AI trial to explore how it can enhance your Gorgias tickets in just a few minutes.