How to create a Gorgias workflow to schedule follow ups after no agent reply (2025 Guide)

We’ve all been there. That sinking feeling when you realize a customer ticket got buried, they’ve been waiting for days, and now they’re (rightfully) upset. It's a support leader's worst nightmare. You’re likely using Gorgias, which is a powerhouse for ecommerce support, but trying to set up a simple automated follow-up for unanswered tickets can feel surprisingly clunky.

This guide is here to help. We'll walk through the standard way to do it in Gorgias, point out the frustrating parts, and then show you a much smarter way to make sure every single customer gets a timely reply.

What is a Gorgias follow-up workflow?

A Gorgias workflow to schedule follow ups after no agent reply is basically an automated safety net. The idea is simple: if a customer sends a message and a certain amount of time goes by without an agent responding, the system steps in and does something. That "something" could be sending a quick, "Hey, we're on it!" message, bumping the ticket to a different queue, or tagging it for a manager's attention.

In Gorgias, you typically build this with a duo of features: Rules and Macros.

• Rules: Think of these as the "if this happens" part of the equation. You'd set up a Rule with conditions like, "IF the ticket is open AND it's been over 24 hours since an agent replied AND the customer sent the last message."

• Macros: These are the "then do that" part. The Rule you created would trigger a Macro, which is just a pre-made action. For example, it could apply a template that says, "Just checking in, we're looking into your request and will get back to you soon."

It sounds pretty straightforward on paper, but getting it right in practice is where things can get a little messy.

The challenges with the native Gorgias workflow

Trying to build a reliable follow-up system using only the tools inside Gorgias can quickly turn into a headache. While the features are there, they weren't exactly designed for the kind of smart, flexible automation that modern support teams really need.

The tangled mess of rules

To build a follow-up that actually works, you need a Rule with several very specific conditions. It has to check the ticket status, who sent the last message, how much time has passed, and maybe even if the customer has a special tag like 'VIP'. If you get just one of these conditions slightly wrong, you could end up with some pretty embarrassing mistakes, like sending a follow-up to a customer whose issue was already solved.

The logic you have to build is surprisingly complicated. A message comes in. The system has to see if the ticket is open. If it is, it has to confirm the last message came from the customer. Then, it checks if more than 24 hours have passed since an agent's reply. After that, it might need to check for a 'do-not-follow-up' tag before finally applying the macro. Every single step is a potential breaking point.

A screenshot showing the complex conditions that can be set up in a Gorgias rule, illustrating the potential for tangled logic in a Gorgias workflow to schedule follow ups after no agent reply.

Why rules lack context

Gorgias Rules are powerful, but they’re also rigid. They run on simple "if-then" logic and have no idea what a conversation is actually about. A rule can’t tell the difference between a frustrated customer who needs help now and a customer who just sent a "thank you!" message that doesn't need a reply. This lack of context forces teams into a corner: either create super simple rules that miss important tickets or build incredibly complex ones that are a nightmare to manage.

You can't test workflows before they go live

One of the biggest nail-biters is launching a new rule and just… hoping it works. Gorgias doesn't have a "simulation mode" where you can see how your new workflow would have performed on last week's tickets. This means you're always testing on live customers, where any mistake can directly impact their experience. Not ideal.

A smarter workflow: Using an AI integration

Instead of fighting with complicated rules, many support teams are now adding a dedicated AI layer on top of their helpdesk. This gives you all the power of intelligent automation without having to ditch the tools you already know and love, like Gorgias.

An AI platform like eesel AI plugs right into your helpdesk and offers a much more intuitive and powerful way to build these kinds of workflows.

Go live in minutes

Forget about long setup projects or needing to pull in a developer. With eesel AI, you connect your Gorgias account with a single click. It immediately starts learning from your past conversations, help articles, and existing macros. This means you can build and launch a smart follow-up workflow on day one, not in a few months.

Get total control with an intuitive builder

Suddenly, building that Gorgias workflow to schedule follow ups after no agent reply becomes incredibly simple. Instead of chaining together a bunch of rigid conditions, you can just tell the AI what to do in plain English. For example, you could set up a workflow like this:

"If a ticket from a non-VIP customer hasn't gotten an agent reply in 48 hours, add the 'Follow-up Needed' tag, move it to the general queue, and leave an internal note for the team lead."

This kind of specific control lets you start small and automate more as you get comfortable. You can create custom actions that pull information from other systems and even define the AI's exact tone of voice, so it always sounds like it's part of your team.

Test with confidence using simulations

This is where an AI layer really pulls ahead. Before you turn on your new follow-up workflow, eesel AI lets you run a simulation on thousands of your past Gorgias tickets. It gives you a simple report that shows:

• Exactly which tickets the AI would have acted on.

• A preview of the follow-ups or tags it would have used.

• An accurate forecast of how many tickets the workflow will touch each day.

This risk-free testing gives you the peace of mind to fine-tune your logic and go live, knowing exactly how it's going to behave.

Cost comparison: Gorgias AI vs. eesel AI

When you're thinking about automation, cost is obviously a huge piece of the puzzle. Gorgias prices its AI features on a "per-resolution" basis](https://www.gorgias.com/pricing), which can make your monthly bill unpredictable and surprisingly high.

Gorgias's AI Agent for Customer Service charges between $0.90 to $1.00 for every ticket it fully resolves. This means the more efficient your automation becomes, the more you pay. It's a model that can punish you for success and makes budgeting a real challenge, especially when ticket volume spikes.

On the other hand, eesel AI uses a straightforward pricing model: a flat monthly fee for a certain number of AI interactions (like a reply or an action).

With eesel AI, you’re not penalized for automating effectively. You can handle as many tickets as your plan allows without getting a nasty surprise on your invoice. For growing teams, it's a much more scalable and budget-friendly way to go.

Improve your Gorgias workflow with intelligent automation

While you can create a Gorgias workflow to schedule follow ups after no agent reply with the built-in tools, it's often a fragile and overly complicated fix. The lack of contextual awareness and proper testing tools means you're always one small error away from creating a bad experience for a customer.

By plugging in a dedicated AI platform like eesel AI, you can build this critical workflow, and many others, in a fraction of the time. You get full control, the ability to test without risk, and a pricing model that actually makes sense as you grow. Instead of spending your time wrestling with complex rules, you can get back to focusing on what matters: delivering amazing support.

Ready to see how much easier your Gorgias workflows can be? Get started with eesel AI for free and build your first intelligent automation in just a few minutes.