A complete guide to the Gorgias WhatsApp integration in 2026

With over two billion people using it, WhatsApp is more than just a place for group chats and memes; it’s where your customers are. If your ecommerce brand isn't there, you’re missing a great opportunity to connect. That’s exactly why helpdesks like Gorgias have built a robust native Gorgias WhatsApp integration.

Flipping the switch on a new channel is a great step forward. This guide will walk you through everything you need to know about the Gorgias WhatsApp integration: what it actually does, how to get it running, its best features, and how to optimize it for high-volume growth. We’ll also talk about how adding a layer of AI on top can provide additional automation to help you scale effectively.

What is the Gorgias WhatsApp integration?

Gorgias is a customer service platform built specifically for ecommerce brands, with tight connections to Shopify, BigCommerce, and Magento. The Gorgias WhatsApp integration lets your support team see and reply to customer messages from WhatsApp right inside their mature Gorgias dashboard.

Instead of your team passing a dedicated "WhatsApp phone" around, messages pop up as tickets in Gorgias, right next to your emails, Instagram DMs, and live chats.

So, what does that actually mean for your team?

• One unified inbox: All customer conversations, no matter where they start, land in the same place. This gives your agents a single, efficient queue to work from.

• Customer context at a glance: The integration automatically matches a customer’s WhatsApp number with their profile in your store. This means your agents can see order history and shipping details right next to the chat, providing a seamless experience.

• Powerful workflow tools: You can use standard Gorgias features like Macros (canned responses) and Rules (automations) on WhatsApp tickets. These help your team answer common questions with impressive speed.

Setting up the native Gorgias WhatsApp integration

Getting the integration working is straightforward and doesn’t require a developer. It connects your Gorgias account to the official WhatsApp Business Platform, which is managed through Meta.

You’ll mainly need to:

1. Connect your Meta Business Account.

2. Create a new WhatsApp Business Account (WABA) or pick an existing one.

3. Choose and verify a phone number you’ll use for this integration.

Here’s a helpful thing to remember: the phone number you use for the Gorgias integration is dedicated to the official WhatsApp Business Platform. This process gets your business officially registered, which builds trust with your customers.

For a detailed walkthrough, follow the official Gorgias documentation.

Key features and capabilities of the native integration

The Gorgias WhatsApp integration is a strong foundation for any ecommerce brand. Let's look at what it does well and how to handle the needs of a rapidly growing business.

What it does well: Centralized communication

The biggest win here is bringing everything into one place. By pulling WhatsApp into the same feed as your other support channels, you get a complete picture of your customer interactions. Agents can see if a customer last reached out via email, Instagram, or now WhatsApp, all in one thread.

Combine that with the customer data pulled from Shopify, and you can offer personalized support. When an agent can see a customer's last five orders while chatting on WhatsApp, they can solve problems quickly. The integration also supports pre-approved WhatsApp Message Templates, which let you send proactive notifications and stay connected with your customers.

Considerations for scaling your WhatsApp support

Putting all your conversations in one place is a fantastic start. As you scale, you may want to look at additional ways to manage higher conversation volumes effectively.

• Managing high ticket volumes: The integration opens up a popular real-time channel. As more customers find you on WhatsApp, your ticket volume will naturally grow. To maintain your fast response times, you can leverage Gorgias's automation features or consider complementary AI tools.

• The 24-hour response window: WhatsApp encourages businesses to reply to messages within 24 hours. To ensure you never miss this window, even during off-hours, many teams find that adding 24/7 AI automation is a great way to stay responsive.

• Core automation features: Gorgias Rules and Macros are excellent for standardizing tasks, like tagging a ticket or firing off a quick canned response. For more complex, multi-step conversations, an AI agent can work alongside these rules to provide even deeper resolution capabilities.

• Coordinating support and marketing: Some brands use different numbers for support and marketing. Gorgias makes it easy to manage your support number, and you can coordinate with your marketing tools to ensure a consistent brand voice.

Supercharging your WhatsApp support with an AI agent

To further enhance your Gorgias setup, you can add an AI agent that works within the Gorgias ecosystem. Instead of just managing tickets, an AI agent can resolve many common inquiries on its own, allowing your team to focus on conversations that benefit from a human touch.

How an AI agent transforms your WhatsApp channel

Adding an AI agent is about empowering your team and making them more effective.

• Moving toward autonomous resolution: An AI agent helps resolve tickets instantly. It can answer questions like "Where is my order?" by checking shipping info, or answer product questions by pulling info from your knowledge base.

• Maintaining the 24-hour window: An AI agent works 24/7, providing helpful replies the second a customer messages you. This ensures you always meet the 24-hour window, keeping your customers happy and informed.

• Going beyond standard rules: A modern AI agent, like the one from eesel AI, uses natural language processing to understand customer intent. It learns from your help articles to give accurate, on-brand answers.

• Unifying knowledge across the board: While Gorgias centralizes your channels, eesel AI can connect all your company's knowledge. It plugs into your helpdesk and other resources like Confluence, Google Docs, and your Shopify catalog, giving it a complete picture of your business to share with customers on WhatsApp.

Gorgias WhatsApp vs. Gorgias WhatsApp with eesel AI

Both options provide a high-quality experience, with eesel AI acting as a complementary layer for high-volume needs.

Feature	Native Gorgias Integration	With eesel AI
Resolution type	Manual (Agent-led)	Autonomous (AI-led for common issues)
Availability	Team-dependent	24/7, instant responses
Scalability	Reliable for professional teams	Scales further for high volumes
Knowledge sources	Comprehensive Gorgias & Shopify data	All helpdesk data + external sources
Setup time	Quick channel connection	Quick AI-to-Gorgias connection

Understanding WhatsApp pricing in Gorgias

Gorgias uses a clear pricing model based on the number of "billable tickets" your team manages each month.

This model is designed to match different team sizes, and every WhatsApp chat your team responds to counts toward your monthly limit. As your brand grows, you can easily move between plans to fit your needs.

Gorgias also offers their own AI Agent as an add-on, which provides another way to automate interactions. This tiered approach allows you to scale your support costs alongside your success.

How eesel AI complements your WhatsApp support

When you're ready to add more automation to your WhatsApp support, a dedicated AI platform like eesel AI offers a powerful and predictable way to enhance your Gorgias setup.

• Quick setup: Connecting eesel AI to your Gorgias account is a simple, one-click process. You can set it up yourself and see the benefits immediately.

• Test your results: Use eesel AI's simulation mode to see how the AI would have replied to past Gorgias tickets. This helps you understand your potential resolution rate before going live.

• Predictable pricing: eesel AI offers clear plans based on AI interactions per month, giving you a fixed cost that is easy to budget for as you grow.

Final thoughts

The native Gorgias WhatsApp integration is a fantastic tool for any modern brand. It does an excellent job of bringing a critical customer channel into the professional helpdesk you're already using.

To maximize your support efficiency and ensure 24/7 responsiveness, adding a dedicated AI agent to your integration is a smart way to enhance your Gorgias setup. It turns WhatsApp into an automated channel that helps your business thrive.

Ready to see how an AI agent can enhance your Gorgias setup? Start a free trial with eesel AI and explore our simulation features today.