A practical guide to automating Gorgias workflows in 2026

If you're using Gorgias, you're probably familiar with the scene. Tickets are piling up, customers want answers yesterday, and your team is dedicated to keeping everyone happy. It can be a busy juggling act. The best way to get ahead, and maintain high support standards, is to get your workflows sorted out. Nailing down how you manage support is the key to growing while keeping your quality top-notch.

This guide is designed to help you do just that. We’ll walk through the tools Gorgias gives you out of the box, like Flows, Macros, and Rules, and see what they're good for. We’ll also talk about how you can build on these foundations with a smarter, AI-driven approach to your Gorgias workflows.

What are the built-in Gorgias workflows?

Gorgias comes with a handful of tools meant to help you automate the repetitive stuff and bring order to your support queue. You can think of them as the basic building blocks for a highly efficient support system. Before we get into the more advanced strategies, let's do a quick rundown of what each one does.

An overview of Flows

Flows are those interactive, step-by-step guides you can build for your customers. You’ll usually find them in a chat widget, help center, or on a contact form. The idea is to empower customers to solve their own problems by guiding them through a series of questions and answers. They’re handy for things like product recommendation quizzes, sizing guides, or walking someone through your return policy efficiently.

Understanding Macros

Macros are essentially pre-written responses. They’re templates that your agents can pull up to answer common questions in a single click. So, instead of typing out the same answer to "What are your shipping times?" over and over, an agent can just use a Macro. They can even pull in customer info, like a name or order number, to make the message feel personal and accurate.

How Rules work

Rules are the automations that work in the background. They’re clear "if this, then that" commands that trigger actions based on a ticket's content. For example, if a ticket comes in and the message includes the word "refund," you can set up a Rule to automatically tag it as "Urgent" and send it to the right team. It’s all about sorting and organizing tickets to ensure your agents can focus on the right tasks.

Here’s a simple way to look at how they differ:

Common uses for native Gorgias workflows (and how to scale them)

These native tools are genuinely helpful for making a dent in a high ticket volume. As your business grows, you may look for ways to expand these capabilities for a truly comprehensive automation setup. Let’s look at a few common scenarios.

Automating order status questions

A significant part of any support agent's day is spent answering "Where is my order?" (WISMO) questions. You can use Gorgias to set up a reliable workflow where a Rule spots tickets with phrases like "order status." It then triggers a Macro to automatically reply with a templated answer that includes the customer's tracking link.

Scaling your workflows: While this system is excellent for standard keyword phrases, customers sometimes use unique phrasing like "Any update on my delivery?" To ensure these are caught every time, you can supplement your Gorgias Rules with an AI layer that understands the intent behind the words, ensuring no customer is left waiting.

Guiding customers with self-service workflows

Flows are great for predictable questions. You can build a Flow that asks a customer if they want to make a return, then asks for their order number, and finally points them to your returns portal. It’s a solid way to manage simple tickets and let customers find their own answers.

Scaling your workflows: A Flow provides a helpful, structured path. If a customer's situation is unique, such as an international order with a specific policy, an AI integration can help by dynamically pulling information from your external policy documents or past tickets to provide a more nuanced answer within that same self-service experience.

Standardizing agent responses with Macros

Macros are fantastic for keeping everyone on the same page. They make sure every agent is using the right brand voice and giving out the same info for frequently asked questions. They're quick, easy, and help bring down response times significantly.

Scaling your workflows: Macros are incredibly reliable templates. To make them even more powerful as you scale, an AI can help by automatically suggesting the most relevant Macro to an agent based on the full context of a customer's history and conversation, saving even more time during the support process.

What standard Gorgias workflows look like

So, what does this all look like in practice? A typical ticket’s journey using Gorgias's built-in tools is a mix of automated efficiency and professional agent oversight.

Imagine a ticket lands in the queue. A Rule might scan it for a keyword like "return" and automatically tag it. When an agent opens the ticket, they see the tag and select the "Return Policy" Macro. From there, the agent can handle any follow-up questions with a personal touch. These tools provide a strong structure for your team to build upon.

While these tools are a great first step, they provide the foundation that allows you to eventually layer on more advanced intelligence to reach even higher levels of automation.

How to truly automate Gorgias workflows with an AI layer

To build on that foundation, you can add a layer of intelligence on top of Gorgias. Modern automation works with your helpdesk to make it even more capable. An AI layer can understand the nuances of what a customer is saying, learn from all your company knowledge, and provide proactive support.

Move beyond rigid rules with conversational AI

Rule-based systems are reliable because they operate on clear logic. To take this further, conversational AI adds a level of understanding for how people naturally speak.

An AI platform like eesel AI integrates directly with your Gorgias account and understands the meaning behind a customer's words. It can detect nuance and sentiment, letting it respond with helpful, relevant answers that complement your existing Macros and Rules.

Unify all your knowledge

Gorgias's built-in automation tools are excellent for the information you store directly in the platform. However, your team often finds answers in internal wikis, and Google Docs.

That's where eesel AI comes in as a complementary tool. It connects to all your knowledge, no matter where it is. It learns from your past support tickets to get a feel for your brand voice and common solutions. It can pull information from your Confluence pages, Google Docs, Notion, and more. This gives your AI agent a broad perspective so it can help answer complex questions using information from multiple places.

Test your workflows with confidence using simulation

When introducing more automation, it's important to know it will provide a great experience for your customers. You want to be sure it will actually help and maintain your high standards.

This is where eesel AI is a great partner. It has a simulation mode that lets you test your AI setup on thousands of your own past tickets. You can see exactly how the AI would have responded to real customer questions, giving you a clear, risk-free forecast of your performance before you ever switch it on for live customers. It gives you confidence backed by your own data.

Get started in minutes, not months

You shouldn't need a long project to get started with AI. The real value comes from getting up and running quickly alongside your existing tools.

eesel AI is designed to be self-serve. You can connect your Gorgias account with a single click and set up your first AI agent on your own, in just a few minutes. You can be running simulations and seeing potential results the same day you sign up.

Understanding Gorgias pricing for AI and automated Gorgias workflows

Cost is an important part of the puzzle, and Gorgias's pricing is designed to be tiered to match different team sizes and needs. They offer separate plans for their helpdesk and their AI features so you can choose exactly what you need.

Gorgias helpdesk plans

The core of Gorgias's pricing is based on the number of "billable tickets" you handle each month. This covers conversations that receive a response from a person, a Rule, or the AI Agent.

Here's a quick look at their main helpdesk plans:

The Gorgias AI agent add-on

On top of your helpdesk plan, the Gorgias AI agent is available as an extra feature. Gorgias charges per automated interaction, which ensures you are paying specifically for the resolutions the AI provides. On their annual plans, this is approximately $0.90 for every conversation the AI resolves.

This model allows for a clear link between the cost and the value delivered. For teams looking for more fixed costs, eesel AI's pricing is based on predictable monthly or annual plans that include a generous number of AI interactions. This allows you to scale your Gorgias workflows with a consistent budget, letting you automate more tickets while keeping your costs manageable.

Move from basic rules to smart automation for Gorgias workflows

Native Gorgias workflows are a great place to start. They bring a reliable dose of organization and efficiency to any support team. They provide the necessary structure that helps a busy team manage their daily ticket volume effectively.

To further scale your support and provide customers with instant, helpful answers, you can add an intelligent AI layer. This system works within your Gorgias ecosystem to understand context and learn from all your business knowledge, allowing for safe and confident deployment.

eesel AI offers a powerful way to complement your Gorgias setup. It works with your existing helpdesk to help manage repetitive work, freeing up your team to focus on the conversations that require a more personal, human touch.

Ready to see what your true automation rate could be? Start your eesel AI free trial or book a demo to simulate our AI on your past Gorgias tickets.