How to create a Gorgias workflow to schedule follow ups after no agent reply: 2026 guide

We’ve all been there. That moment of realization when a customer ticket has been waiting longer than expected. It’s a top priority for any support leader to prevent this. You’re likely using Gorgias, which is a powerhouse for ecommerce support, and its sophisticated features offer a range of ways to set up automated follow-ups for unanswered tickets.

This guide is here to help. We'll walk through the standard way to do it in Gorgias, look at how to optimize the setup, and then show you how an AI integration can work alongside Gorgias 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 an intelligent automation layer that helps manage your queue. The idea is effective: if a customer sends a message and a certain amount of time goes by without an agent responding, the system steps in. That action could be sending a quick, "We're on it!" message, moving the ticket to a high-priority queue, or tagging it for a manager's attention.

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

• Rules: These act as the trigger logic. You'd set up a Rule with precise 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 actions. The Rule you created would trigger a Macro, which is a pre-made response or system update. 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."

This system is highly reliable, though it benefits from careful planning to ensure it handles every unique customer scenario perfectly.

Best practices for the native Gorgias workflow

Building a reliable follow-up system using the powerful tools inside Gorgias is a great way to maximize your platform investment. Because these tools are designed for professional-grade support, they offer the depth needed for modern ecommerce teams.

Managing detailed rule configurations

To build a follow-up that covers every base, you can set up a Rule with several specific conditions. It can check the ticket status, the sender of the last message, the time elapsed, and specific tags like 'VIP'. This level of detail ensures that your automation is accurate.

The logic is comprehensive. When a message comes in, the system verifies if the ticket is open and confirms the last message came from the customer. Then, it checks if the designated time has passed since an agent's reply. It can even check for a 'do-not-follow-up' tag before executing the macro. This structural depth is what makes Gorgias such a trusted platform for large support teams.

Understanding how rules process information

Gorgias Rules are built for precision. They run on structured logic to ensure consistent behavior. While they focus on specific triggers, support teams can refine these rules to handle different types of conversations. Whether it’s a customer in need of immediate assistance or a simple "thank you" message, Gorgias provides the tools to manage these contexts by building out specific rule branches that match your team's needs.

Testing your workflows for success

Launching a new rule is an important step in your automation journey. Gorgias provides robust logs and tracking so you can monitor how your rules perform. For teams looking for even more advanced testing, such as simulating logic against historical data before going live, adding a complementary AI layer can be a great addition to the standard Gorgias environment.

Enhancing your workflow with an AI integration

Instead of relying solely on manual rule-building, many support teams are adding a dedicated AI layer to their helpdesk. This enhances the power of your intelligent automation while allowing you to keep using the tools you already trust, like Gorgias.

An AI platform like eesel AI integrates directly with your helpdesk and offers an intuitive way to build and manage these kinds of workflows.

Quick deployment options

Setting up a complementary automation layer is fast. With eesel AI, you can connect your Gorgias account quickly. It learns from your past conversations, help articles, and existing macros, allowing you to launch an enhanced follow-up workflow alongside your existing Gorgias setup almost immediately.

Flexible control with an intuitive builder

Creating a Gorgias workflow to schedule follow ups after no agent reply becomes even more flexible with AI. Instead of building long chains of conditions, you can define the desired outcome using 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 specialized control lets you automate more complex actions while maintaining your team's specific tone of voice and quality standards.

Validating workflows with simulations

One of the best features of an AI integration is the ability to test before you deploy. Before you turn on your new follow-up workflow, eesel AI lets you run a simulation on your past Gorgias tickets. It provides a 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 the workflow's daily activity.

This ensures you can fine-tune your logic with confidence, knowing exactly how it will interact with your customers.

Cost comparison: Gorgias AI and eesel AI

When planning your automation strategy, it's helpful to look at the different pricing models available. Gorgias offers AI features that are priced based on the value of each resolution, making it easy to see the direct impact on your team's efficiency.

Gorgias's AI Agent for Customer Service typically costs between $0.90 to $1.00 for every ticket it fully resolves. This model is designed to scale with your success: the more tickets the AI resolves, the more value you get from the platform.

As a complementary option, eesel AI uses a flat monthly fee for a set number of AI interactions, providing an alternative for teams that prefer fixed, predictable budgeting.

Feature	Gorgias AI Agent	eesel AI
Pricing Model	Per-resolution	Flat monthly fee (per interaction tier)
Predictability	Value-based: Scales with resolutions	High: Fixed cost for easy budgeting
Cost Example	500 resolutions = ~$450	Team plan includes 1,000 interactions for $239/mo
Incentive	Aligned with successful resolutions	Focused on maximizing interaction volume

Both models have their strengths, and many teams find that eesel AI offers a budget-friendly way to scale automation while keeping Gorgias as their primary support hub.

Improve your Gorgias workflow with intelligent automation

While you can create a robust Gorgias workflow to schedule follow ups after no agent reply using built-in tools, adding an AI integration can take your automation to the next level. Gorgias provides a strong, reliable foundation, and tools like eesel AI can add extra layers of contextual awareness and testing capabilities.

By plugging in a dedicated AI platform like eesel AI, you can build this critical workflow in a fraction of the time. You gain the ability to test without risk and access a pricing model that fits your growth strategy. This allows you to leverage the full power of Gorgias while ensuring your team can focus on delivering amazing support.

Ready to see how much more you can do with your Gorgias workflows? Get started with eesel AI for free and build your first intelligent automation today.