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 generic "Can I help you?" chat bubble pops up. You instantly close it. Why? Because it’s not actually helpful. It doesn’t know what you’re looking for, and it feels like a distraction.

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 can be a bit of a puzzle. How do you show the right message to the right person without being annoying?

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 a more powerful, AI-driven way to really understand your customers and, well, sell more stuff.

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, hopefully before they get stuck or wander off your site. They're part of a feature set called Gorgias Convert, and the whole point is to catch shoppers at just the right moment with the right message.

A view of the Gorgias dashboard, which is central to setting up Gorgias workflows to segment chat campaigns by intent.

Ultimately, these campaigns are there to help you:

• Turn more browsers into buyers.

• Increase the average amount people spend.

• Stop people from leaving your site with a well-timed offer.

• 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 incredibly effective.

Standard methods for segmenting Gorgias chat campaigns

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

Step 1: Group visitors

Out of the box, Gorgias campaigns are mostly triggered by things you can see a visitor doing, not necessarily what they’re thinking. You can use these common behaviors to create different audience segments:

• Time on page: For visitors who have been hanging around on 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 nudge shoppers with high-value carts over the finish line.

• Exit intent: For catching people right as they’re about to leave your site.

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

Step 2: Create targeted campaigns

Once you’ve decided on your segments, you can build campaigns that speak to each one. It’s pretty straightforward to set up.

Setting up rule-based campaigns is a foundational step in creating Gorgias workflows to segment chat campaigns by intent.

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

• The "Wait, don't go!" offer: Someone's cursor is drifting towards the 'close tab' button on a product page. You can set up a campaign that pops up with a 10% discount to see if that changes their mind. A little nudge 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 actually being helpful.

• The new visitor welcome: For someone who just landed on your site for the first time and has been browsing for 30 seconds, you could show them a message with your best-selling products or offer them a small discount on their first purchase. It's a nice way to introduce them to your brand.

These rule-based campaigns are a great start, but they can only take you so far. They're missing a key piece of the puzzle.

The limits of rule-based segmentation

While setting up campaigns based on clicks and timers is a solid first step, it has one big weakness: it reacts to what a user does, not why they're doing it. It can’t grasp the subtle, real-time intent a customer has, which they often express through the questions they're thinking about.

This creates a few headaches.

They’re just too rigid

The rules are black and white. If a customer's need doesn't fit neatly into one of your pre-defined rules, the campaign is useless. A discount pop-up doesn't help someone who's just trying to find your return policy.

They miss the nuance

A rule-based system can't tell the difference between someone casually browsing your jacket collection and someone with a very specific question like, "Is this jacket waterproof enough for hiking?" Both people might be on the page for 60 seconds, but what they need is completely different.

They require a ton of manual work

Honestly, trying to create a rule for every single possible customer question is a recipe for disaster. Your list of campaigns would become a tangled mess that's nearly impossible to manage or update.

They're reactive, not proactive

This approach waits for a behavior (like moving the cursor to exit) instead of understanding the reason for that behavior. You end up trying to save the sale at the last second rather than preventing the hesitation in the first place.

While these triggers are useful, they can't address the one thing that really helps people buy: getting an answer to their unspoken question. To solve this, you need a layer of AI that understands natural language. A tool like eesel AI, for instance, can plug right into Gorgias to bridge this exact gap.

A smarter approach: AI-powered intent segmentation

The best part about this is that you don’t have to ditch your current setup. A tool like eesel AI integrates directly with your existing helpdesk, like Gorgias, so you aren't forced to rip everything out and start over. It just makes what you already have much smarter.

Here’s what makes this approach different:

• You can get started in minutes. A lot of AI tools make you sit through lengthy sales calls and demos just to see the product. eesel AI is completely self-serve. You can connect it to Gorgias with a single click and be up and running right away.

• It understands what your customers really mean. The AI learns from your past support tickets, so it gets how your customers talk about your products. This goes way beyond simple keyword matching and leads to far more accurate and helpful answers.

• You have total control. Worried about letting an AI run wild? I get it. With eesel AI's simulation mode, you can test how the AI would have responded to thousands of your past chats and tickets. This lets you see exactly how it will perform before you turn it on for live customers. You can start small by automating just one or two specific intents (like "size and fit questions") and letting everything else go to your team.

Testing the AI in a simulation mode provides full control over your Gorgias workflows to segment chat campaigns by intent.

How AI-powered segmentation works in practice

Let's look at a quick scenario to see the difference in action.

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 "10% off!" pop-up. This is a generic guess based on their behavior (time on page). It might work sometimes, but it doesn't address any specific concerns the customer might have.

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

  • eesel AI instantly recognizes this as a "sizing question."

  • It pulls information from your help center or past tickets 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]."

An AI-powered assistant handling a specific customer query, a key part of advanced Gorgias workflows to segment chat campaigns by intent.

This is a relevant, helpful interaction that builds trust and directly helps the customer decide to buy. It’s a level of personalization that just isn't possible with standard rules.

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 used to require a human agent.

Gorgias pricing plans

So, how does Gorgias price all this? It’s mostly based on tickets, with different plans offering more features and a certain number of "billable tickets" or "AI interactions" per month.

Here’s a quick breakdown of their plans:

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 and no weird per-resolution fees, like eesel AI, can really make a difference by maximizing the value of your support conversations.

Improve your Gorgias workflows with intelligent conversations

Look, the built-in Gorgias campaigns are a great place to start. Segmenting visitors by what they do on your site is way better than sending the same generic message to everyone. It can definitely help boost engagement.

But to create truly personal experiences and get the best conversion rates, you need to understand customer intent, not just their clicks. It’s about knowing what they want, sometimes even before they ask.

By layering an intelligent AI solution like eesel AI on top of your existing Gorgias setup, you can turn your chat campaigns into smart, revenue-driving conversations. You’ll be able to provide better, more relevant support while freeing up your team to focus on the more complex stuff.

Ready to see what happens when you talk to customers based on what they actually want? You can start a free eesel AI trial and connect it to Gorgias in just a few minutes.