Gorgias workflows to segment chat campaigns by intent

We've all been there. You're browsing an online store, maybe looking for a new pair of sneakers, and a chat bubble pops up. When it works well, it's like having a helpful assistant by your side. When it doesn't, it can feel a bit generic.

The real key to turning visitors into customers is personalization, and that means figuring out what someone wants the moment they land on your site. Setting up chat campaigns that feel personal and genuinely useful is an art. How do you show the right message to the right person to create a great experience?

This guide will walk you through building Gorgias workflows to segment chat campaigns by intent. We’ll start with the standard methods you can use right inside Gorgias, and then we’ll get into how an AI-driven approach can complement your setup to really understand your customers and help you grow your business in 2026.

What are Gorgias chat campaigns?

Think of Gorgias Chat Campaigns as your friendly, automated shop assistant. They're the proactive messages that pop up to chat with visitors, providing help exactly when they need it. They're part of the powerful Gorgias Convert feature set, designed to catch shoppers at just the right moment with the right message.

Ultimately, these campaigns are there to help you:

• Turn more browsers into buyers.

• Increase the average amount people spend.

• Help customers make a decision with well-timed information.

• Answer common questions before they hit your support team.

You can use them to build welcome messages, suggest products, or share promotions. And when you pair them with a smart AI that can understand a customer's real intention, like the one offered in the eesel AI Gorgias integration, they become an even more powerful part of your toolkit.

Standard methods for segmenting Gorgias chat campaigns

Before we jump into the AI enhancements, let's cover the basics. Understanding how Gorgias's built-in features work gives you a strong starting point for proactive engagement.

Step 1: Group visitors

Out of the box, Gorgias campaigns are triggered by visitor behavior, allowing you to create different audience segments:

• Time on page: For visitors who have been engaging with a page for a certain amount of time.

• Pages viewed: To target people who are clearly interested in a specific product category.

• Cart value: To help shoppers with high-value carts complete their purchase.

• Exit intent: For reaching people right as they’re considering leaving your site.

• Customer status: To show different messages to first-time visitors versus your loyal returning customers.

Step 2: Create targeted campaigns

Once you’ve decided on your segments, you can build campaigns that speak to each one. Gorgias makes it very straightforward to set up.

Here are a few simple examples of what this looks like in practice:

• The "Can we help?" offer: Someone is looking at a product page but seems to be hesitating. You can set up a campaign that pops up with a small discount or a free shipping code to help them make a choice. A little encouragement can make all the difference.

• The helpful cross-sell: A customer is looking at a page for shampoo. You can trigger a campaign that suggests, "Hey, did you see the matching conditioner?" It’s a natural pairing that can increase their order value while being genuinely useful.

• The new visitor welcome: For someone who just landed on your site for the first time, you could show them a message with your best-selling products or offer them a welcome discount. It's a great way to introduce them to your brand.

These rule-based campaigns are a fantastic start and serve as a reliable foundation for your strategy.

Building on rule-based segmentation

While setting up campaigns based on clicks and timers is a solid first step, there are ways to make these workflows even more dynamic. Rule-based systems are excellent for structured triggers, but they can be further enhanced by incorporating tools that understand real-time intent.

Here are some things to keep in mind:

They are highly structured Rules are clear and consistent. To ensure every customer gets exactly what they need, you can complement these rules with AI that handles queries that don't fit into a pre-defined category, such as a specific question about a return policy.

They focus on specific actions A rule-based system is great for general triggers. For instance, someone on a jacket page for 60 seconds is clearly interested. By adding an AI layer, you can differentiate between someone who just needs a nudge and someone who has a specific question like, "Is this jacket waterproof enough for hiking?"

They can be detailed to manage As your store grows, your list of campaigns will naturally grow too. Gorgias provides the tools to manage this, and integrating AI can help streamline the process by handling a wide range of customer intents automatically.

They are focused on specific behaviors This approach waits for a behavior, like staying on a page. By layering in AI, you can move from reacting to behavior to understanding the reason for that behavior, allowing you to be even more proactive in your support.

While these triggers are incredibly useful, they are even more effective when paired with a layer of AI that understands natural language. A tool like eesel AI can plug right into Gorgias to bridge this gap, helping you answer the unspoken questions your customers might have.

A smarter approach: AI-powered intent segmentation

The best part about this is that you don’t have to change your current setup. A tool like eesel AI integrates directly with your existing Gorgias helpdesk, so you can build on the great work you've already done. It simply makes your existing workflows even more capable.

Here’s what makes this approach a great addition:

• You can get started in minutes. eesel AI is designed to be user-friendly and self-serve. You can connect it to Gorgias with a single click and begin enhancing your campaigns immediately.

• It understands what your customers really mean. The AI learns from your past support tickets, so it understands the specific way your customers talk about your products. This leads to highly accurate and helpful answers that feel natural.

• You have total control. With eesel AI's simulation mode, you can test how the AI would have responded to thousands of your past chats and tickets. This gives you complete confidence in its performance before it ever interacts with a live customer. You can start by automating specific intents, like "sizing and fit," while letting your expert team handle the rest.

How AI-powered segmentation works in practice

Let's look at a quick scenario to see how this complements your Gorgias setup.

Imagine a customer is on a product page for a jacket.

• The standard Gorgias campaign: After 30 seconds, a rule-based campaign might trigger a helpful welcome message or a 10% discount. This is a great way to encourage a purchase based on their time on the page.

• The eesel AI-powered chat: The customer types into the chat, "Does this run small?"

  • eesel AI recognizes this as a sizing query.
  • It pulls information from your help center to give a tailored, AI-generated answer: "Yes, this jacket has an athletic fit, so we recommend sizing up for a more relaxed feel. You can check our full size guide here [link]."

This is a highly relevant interaction that builds trust and helps the customer move forward with their purchase. It adds a level of personalization that makes your standard rules even more effective.

Pro-tip: With eesel AI's customizable actions, you can take this even further. For example, you could set it up so the AI can check your inventory in real-time through an API call, providing a level of service that perfectly supports your human agents.

Gorgias pricing plans

Gorgias offers a variety of tiered plans to match different team sizes and needs, ensuring you only pay for what you use. Their pricing is structured around tickets and AI interactions.

Here’s a breakdown of their plans as of 2026:

Plan	Starting Price (Monthly)	Key Features	Best For
Starter	$10/mo	50 tickets/mo, basic helpdesk features	Very small businesses just starting out.
Basic	$50/mo	300 tickets/mo, more integrations, basic AI	Growing stores needing to centralize support.
Pro	$300/mo	2,000 tickets/mo, revenue statistics, advanced AI	Established brands focused on support performance.
Advanced	$750/mo	5,000 tickets/mo, dedicated email server	High-volume stores needing robust features.

While you're looking at Gorgias's pricing, it's worth thinking about how to get the most out of every interaction. This is where a tool with transparent pricing, like eesel AI, can help you maximize the value of your support conversations without the complexity of traditional per-resolution models.

Improve your Gorgias workflows with intelligent conversations

The built-in Gorgias campaigns are a brilliant place to start. Segmenting visitors by their actions on your site is a proven way to boost engagement and provide a better experience than generic messaging.

To reach the next level of personalization and conversion, you can understand customer intent by layering an intelligent AI solution like eesel AI on top of your existing Gorgias setup. This turns your chat campaigns into smart, revenue-driving conversations.

By using both tools together, you’ll be able to provide exceptional, relevant support while freeing up your team to focus on building deeper relationships with your customers.

Ready to see how intelligent intent segmentation can work for you? You can start a free eesel AI trial and connect it to Gorgias in just a few minutes.

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