How to integrate AI with Gorgias: A complete overview

So, you’re running your e-commerce store on a platform like Shopify, and you've got Gorgias handling your customer service. That's a solid setup. But as your business grows, that trickle of customer questions starts to feel more like a firehose, doesn't it? You’re probably here because you're looking for a way to use AI to manage the influx, get answers to customers faster, and maybe give your support team a chance to breathe.

This guide will walk you through the different ways you can integrate AI with Gorgias. We’ll get into the good, the bad, and the pricey for each approach. By the end, you'll have a much clearer picture of the Gorgias AI landscape and feel ready to pick the right option for your business.

What exactly is an AI integration?

Think of an AI integration for Gorgias as a brilliant, tireless new team member who works around the clock. It connects an AI layer to your helpdesk to automate a huge chunk of your customer conversations.

The whole point is to let the AI handle the repetitive, predictable stuff so your human agents can focus on the trickier issues that actually require their expertise. Typically, it does a few key things:

• Instantly answers common questions: It can finally put an end to the endless "Where is my order?" (WISMO) tickets, along with questions about your return policy and products.

• Automates ticket management: The AI can automatically tag, prioritize, route, and even close out tickets without a person ever having to touch them.

• Provides 24/7 support: It offers immediate help to customers over email and live chat, even when your team has logged off for the day.

• Knows when to ask for help: A smart AI recognizes when a problem is too complex and passes it to the right agent with all the necessary context already attached.

For an e-commerce brand, this is huge. An AI integration can help turn your support from a simple cost center into an efficient operation that keeps customers happy and lets your team focus on what they do best.

Three main ways to integrate AI with Gorgias

Not all AI integrations are built the same. The route you take will have a real impact on your setup time, monthly costs, and how much flexibility you have down the road. Let's break down the three main ways to bring AI into your Gorgias world.

Using the built-in AI agent

Gorgias offers its own native tool, the AI Agent, which is designed to fit neatly into its own platform. It’s built with e-commerce in mind and has some nice features, like answering sales questions, editing Shopify orders, and creating discount codes. You can even tweak its tone of voice to match your brand.

But before you jump in, there are a few drawbacks to be aware of.

• The pricing can be a real head-scratcher: The Gorgias AI Agent is priced per "automated resolution." On their Pro plan, that can be around $0.90 for each resolution, and that’s on top of the cost for the helpdesk ticket itself. This means your bill goes up every time the AI does its job well. During busy times like Black Friday, your costs can balloon unexpectedly.

• It only knows what you tell it: The AI learns primarily from your Gorgias help center and Shopify data. That’s a decent starting point, but it creates a knowledge silo. If you have useful info tucked away in internal documents, old tickets, or a tool like Confluence, the AI has no idea it exists. This can lead to some pretty incomplete answers.

• You get locked in: Because it’s a native feature, the AI Agent only works inside Gorgias. If you ever decide to switch helpdesks, your entire AI setup, all the training and workflows you built, is gone. You’re back at square one.

Using single-purpose apps from the Gorgias app store

The Gorgias app store has plenty of third-party tools offering chatbot or automation features. Apps like Ada, PerfectBot, and Siena come with pre-built connectors that make the initial setup look simple. They can be good for very specific, niche tasks where you need one particular feature.

A screenshot of the Gorgias help desk demonstrating how Perfectbot appears as an AI agent in the support team list. A great example of how to integrate AI with Gorgias using third-party apps.

But this approach brings its own set of headaches.

• More knowledge silos: Just like the native AI, these tools often create yet another separate place where your data lives. The app you install works in its own little world and usually can't tap into the valuable context buried in your past Gorgias tickets or internal docs stored in Google Docs or Notion. This separation often means the AI's responses are less accurate and helpful.

• A pain to set up and maintain: While plugging it in might be easy, you often end up having to build and manage conversation flows in a completely different platform. For instance, some setups require you to copy and paste Javascript snippets and fiddle with multiple complicated steps just to get a simple ticket handoff to work. It can quickly become a time-suck.

• Inconsistent quality and support: The performance of third-party apps can be all over the place. When something breaks, you can get stuck in a frustrating loop between the app developer and Gorgias support, with each one blaming the other.

Using a flexible AI platform that plugs into your existing tools

There’s a much more modern way to do this: use an AI platform that acts as an intelligent layer over your existing tools instead of trying to replace them or add another silo.

This is where a platform like eesel AI fits in. It’s designed to work with your current setup, not fight against it.

• It just works: eesel AI connects to Gorgias with a single click. There's no complicated setup, no need to bother a developer, and you don't have to tear apart your existing workflows. It just slots right in.

• One source of truth: This is the big one. eesel AI doesn't just read your help center. It learns from all your knowledge sources at once, your entire history of Gorgias tickets, internal wikis in Confluence, Google Docs, and over 100 other apps. This gives it a deep understanding of your brand, policies, and past customer solutions, so it can give much more accurate answers.

• Go live in minutes, not months: Unlike other tools that push you into sales calls and long onboarding programs, eesel AI is completely self-serve. You can sign up, connect your tools, and launch your AI agent whenever you’re ready.

The user interface of a Gorgias ChatGPT platform like eesel AI, illustrating how a user can connect various data sources like past tickets and internal documents to train the AI, which is a flexible way for how to integrate AI with Gorgias.

Key capabilities to look for in an AI integration

Once you've picked a general approach, it's time to look at the specific features. This is where you can really see the difference between the old way of doing things and a more modern, flexible setup.

Letting an AI learn from your past tickets is a massive advantage. It means the AI picks up on your specific brand voice and common customer problems from day one, so it sounds like your best agent, not some generic robot.

Even better, a good simulation mode takes all the risk out of launching. With eesel AI, you can run the AI over thousands of your historical tickets in a safe environment. You'll see exactly how it would have replied, get solid forecasts on resolution rates, and be able to tweak its behavior before a single customer interacts with it. This lets you roll out automation feeling completely confident.

Understanding the pricing of Gorgias AI integrations

Pricing is often the most confusing part of this whole process, and many vendors have models that can leave you with a surprisingly large bill at the end of the month.

The Gorgias pricing model

As we touched on, Gorgias charges for its AI Agent as an add-on with a fee for each "automated resolution." For their Pro plan, which costs $360/month for 2,000 helpdesk tickets, the AI Agent adds an extra $0.90 per resolution. And here's the kicker: each AI resolution also counts as one of your billable helpdesk tickets. A single automated chat can end up costing you twice. This model pretty much punishes you for being successful, the more tickets your AI handles, the higher your bill goes. It makes budgeting a nightmare.

A screenshot of the Gorgias AI Agent pricing page, showing the per-resolution cost model which is a key consideration for how to integrate AI with Gorgias.

Transparent and predictable pricing models

A modern AI platform should have clear, predictable pricing. For example, eesel AI's pricing model is based on a flat monthly rate for a generous number of AI interactions (an interaction is just a reply or an action the AI takes). There are no sneaky per-resolution fees.

The best way to integrate AI with Gorgias

While the native Gorgias AI and the apps in its store might look tempting at first, they often come with serious downsides, like unpredictable pricing, siloed knowledge, and setups that are way more complicated than they seem.

The best way to integrate AI with Gorgias is to use a flexible platform that improves your existing helpdesk instead of boxing you in. The right solution is one that connects easily, brings together all your scattered company knowledge, gives you full control over automation, and has pricing that’s easy to understand.

eesel AI was built for this modern approach, helping e-commerce brands automate their support without all the usual headaches and hidden costs.

Make your helpdesk work smarter, not harder

Ready to see how fast you can automate your customer support? eesel AI integrates with Gorgias in minutes and learns from your past tickets to give accurate answers from day one.

Start your free trial or book a demo to see it in action.