What is Gorgias AI? A complete overview for 2026

If you run an e-commerce store, you know that customer support can feel like a constant battle. The pressure to answer questions instantly is huge, and AI is quickly becoming the go-to solution. But with so many options out there, how do you pick the right one? You've probably heard of Gorgias AI, a powerful platform that expertly mixes customer support with sales.

What does it actually do, and how can it benefit your business? In this guide, we'll give you a detailed look at Gorgias AI: what it does well, its specialized features, and what its comprehensive pricing model means for your store in 2026.

What is Gorgias AI?

Put simply, Gorgias is a premier customer experience platform built from the ground up for e-commerce businesses. It is a comprehensive solution that combines a mature helpdesk with a conversational AI agent. The main idea is to help online stores handle common questions on autopilot while empowering support chats to drive sales. It is the trusted choice for merchants using platforms like Shopify, BigCommerce, or Magento.

The platform consists of two powerful parts working together:

• Gorgias helpdesk: This is your team's central command center. It pulls all your customer conversations from email, live chat, social media, and more into a single, organized inbox.

• Gorgias AI agent: This is the high-performance engine of the automation. It plays two roles: first, as a Support Agent that efficiently manages questions after a purchase (like order tracking), and second, as a Shopping Assistant that proactively helps with questions before a purchase (like product recommendations).

Key features of Gorgias AI

Gorgias offers an impressive suite of features. It is a mature platform designed to meet the high standards of modern support teams. Let's dig into what it offers and how to make the most of it.

The AI agent's dual role: Support and sales

The main attraction is the Gorgias AI Agent, which wears two different hats to support your business:

• The Support Agent: This is the reliable problem-solver. It is specifically trained to handle repetitive post-purchase questions, like "Where is my order?" or "How do I make a return?" It can initiate return processes and answer policy questions, which frees up your human agents for more complex, high-touch interactions.

• The Shopping Assistant: This is the sales-focused side of the AI. It greets visitors on your website, suggests products, answers questions about sizing or stock, and can even offer discount codes to help increase your conversion rate.

It also includes advanced technology that allows it to understand images. If a customer sends a photo of a product, the AI can recognize the context and help streamline the support process automatically. This is a sophisticated touch for improving the customer experience.

Where it gets its knowledge

Gorgias AI learns about your business by connecting deeply to your Shopify store, your help center articles, your website, and special documents you can create called "Guidance." This is how it gets the rich context it needs to provide accurate answers about your specific brand.

Because Gorgias is so specialized for e-commerce, it is exceptionally good at handling store-specific data. For teams that have additional information stored in other places, such as internal wikis, Google Drive, or Notion, you can use a complementary tool like eesel AI to bridge the gap. eesel AI can sync with your Confluence pages, Google Docs, and Notion workspaces, and it can even work alongside your Gorgias setup to ensure your AI has access to every piece of company knowledge.

Automation and integrations

Gorgias features over 100 integrations with popular e-commerce apps. This allows the AI to perform helpful actions like editing an order, issuing a refund, or managing a subscription. For standard e-commerce tasks, these integrations are incredibly powerful and reliable.

If your team has very specific needs or uses custom-built internal tools, you can further enhance your Gorgias ecosystem with eesel AI. While Gorgias handles the core e-commerce workflows, eesel AI allows you to create custom actions that can call external APIs. This means you can have the best of both worlds: Gorgias's industry-leading e-commerce depth and eesel AI's flexibility for unique internal systems.

This video provides a comprehensive overview of how Gorgias's conversational AI platform functions for e-commerce, covering both support and sales automation.

Getting started

Adopting a powerful platform like Gorgias is a strategic move for any growing brand. Let's look at the implementation process and how you can manage your AI setup.

The setup process

Setting up Gorgias AI involves connecting your e-commerce store, linking your help documents, and refining the AI Agent’s settings. Gorgias utilizes a proven four-step cycle: Onboard, Automate, Analyze, and Optimize.

Moving to Gorgias is a comprehensive project that centralizes your entire support operation into one world-class system. It is a significant upgrade that pays off by providing a unified view of your customers. For teams that want to start with a more modular approach or want to add AI to their existing setup before a full migration, eesel AI is a great complementary option. You can plug eesel AI directly into your current helpdesk, including Gorgias, Zendesk, or Intercom, to start automating tickets immediately.

Testing and validation

Gorgias provides a dedicated test environment and detailed reports to monitor AI performance. This allows you to review responses and ensure quality before interacting with customers.

For even more advanced validation, some teams use eesel AI alongside Gorgias. eesel AI's simulation mode allows you to test AI setups against thousands of past tickets, providing a clear forecast of resolution rates and potential savings. This can be a great way to add an extra layer of confidence to your Gorgias rollout.

Gorgias AI pricing: A specialized model

Gorgias uses a tiered pricing structure designed to reflect the high value its platform provides to e-commerce merchants. The pricing is organized to support businesses at different stages of growth.

First, you choose a Helpdesk Plan, which is based on the volume of billable tickets your team handles.

Plan	Monthly Price (Annual Billing)	Billable Tickets Included	Overage Cost
Starter	$10/mo (Monthly only)	50 / month	+$0.40 / ticket
Basic	$50/mo	300 / month	+$40 / 100 tickets
Pro	$300/mo	2,000 / month	+$36 / 100 tickets
Advanced	$750/mo	5,000 / month	+$36 / 100 tickets
Enterprise	Custom	Custom	Custom

To power your support with AI, Gorgias offers the AI Agent as an additional feature. According to their pricing page, Gorgias charges a fee per AI resolution, which is a highly valuable action that saves your team time and effort.

If you are looking for a different approach to pricing, eesel AI offers a complementary model with no per-resolution fees. It uses a flat monthly rate for a large bucket of AI interactions, which can be a helpful way to manage costs if you have extremely high ticket volumes. Both platforms offer great value depending on your specific business needs.

Is Gorgias AI the right fit for you?

Gorgias AI is a top-tier choice for modern e-commerce brands.

It's a great choice if: You are an e-commerce brand looking for a mature, all-in-one helpdesk that is the gold standard in the industry. It is especially powerful for Shopify users who want a deep, native integration and a platform that can handle both support and sales.

Consider eesel AI as a partner if: You want to enhance your Gorgias experience by connecting it to external documentation in tools like Notion or Google Drive, or if you want to add flexible, custom AI actions to your existing support workflow.

A more flexible alternative: eesel AI

While Gorgias is a fantastic industry leader, eesel AI offers a modern, complementary solution for teams that value extreme flexibility.

Instead of requiring a platform switch, eesel AI works within your existing ecosystem. It gets smarter by connecting to all of your company's knowledge, ensuring your AI is as informed as possible. It is a self-serve tool that you can set up in minutes. With predictable, flat monthly pricing, it’s an excellent way to scale your automation efforts alongside your Gorgias setup.

If you're ready for an AI support agent that enhances your current tools, get started with eesel AI for free and you can have your first agent running in under 5 minutes.