What is the Gorgias chat used for? A complete 2025 overview

Picture this: it’s the middle of your biggest flash sale of the year. Orders are pouring in, which is great, but so are the support tickets. Your chat widget is blinking non-stop, and almost every question is the same: "Where is my order?" Your team is frantically copying and pasting tracking links, and you know that for every customer getting a quick answer, another one is getting annoyed with the wait.

That’s the exact problem Gorgias chat was designed to solve. It’s a super popular support platform for ecommerce brands, and for good reason. But as your business grows, is it really the best long-term solution when you need more than just basic chat?

So, let’s take an honest look at what the Gorgias chat is used for, from its main features to its AI add-ons. We’ll get into its strengths, its limitations, and help you figure out if it’s the right foundation for your support team.

What is Gorgias chat?

Simply put, Gorgias is a customer support helpdesk built for ecommerce stores. It combines a live chat widget for your site with a shared inbox for your team.

The whole idea is to bring all your customer conversations, from your website chat, email, and social media, into one place. But the real reason so many ecommerce brands use it is how well it connects with platforms like Shopify, BigCommerce, and Magento. This integration lets your support agents see a customer’s entire order history and shipping details right beside the message they’re answering, which saves a massive amount of time.

Over the years, Gorgias has added more automation and AI features to its platform, so let’s dig into what those actually do.

Core day-to-day features

Before we get into the fancy AI stuff, it helps to understand the tools your team will be using every single day.

The live chat widget and unified helpdesk

Everything starts with a live chat widget you can add to your storefront. When a customer sends a message, it shows up as a "ticket" in the Gorgias helpdesk. This is your team’s command center for replying and organizing conversations from all your channels.

The best part for your agents is the sidebar. When they open a ticket, they can instantly see the customer’s order history and shipping info, pulled right from your store. No more flipping between tabs to find an order number, which means faster replies for everyone.

A look at the Gorgias dashboard, which answers the question of what is the Gorgias chat used for by showing its unified helpdesk interface.

Basic automation: Rules and Macros

Gorgias also has a couple of tools to automate the simple stuff: Rules and Macros.

Rules let you set up ‘if this, then that’ automations. For instance, you can automatically tag any message with the word "refund" or send all chat messages to a specific person on your team.

Macros are basically canned responses on steroids. You can create templates for common questions and even have them automatically pull in the customer’s name or order number to feel a bit more personal.

These are great for handling a steady flow of tickets, but they have their limits. They’re strictly rule-based, meaning they can’t figure out context. If a customer asks a question in a slightly different way, the automation breaks, and a human has to jump in.

Advanced automation and AI capabilities

When basic rules and macros just can’t keep up with the number of tickets, Gorgias offers some more advanced automation and AI features, usually as paid add-ons.

Exploring Automate and Flows

When you need more than basic rules, Gorgias has a paid add-on called "Automate." This feature lets you build interactive menus, or "Flows," inside the chat widget. Customers can click buttons like "Track my order" or "Request a return" to get answers or take action on their own. It’s a solid way to handle those super common questions and free up your team for the trickier stuff.

The Gorgias AI Agent explained

Then there’s the Gorgias AI Agent, a bot that’s meant to understand what customers are asking and answer them automatically. It can help with things like order tracking or questions about your return policy.

But this is also where some of the bigger limitations pop up. The Gorgias AI learns almost entirely from information inside Gorgias itself. This creates a kind of "walled garden." If the real, detailed answers to complex product questions or troubleshooting guides live somewhere else, like in your company’s Google Docs or Confluence pages, the bot can’t see them. The result? It often gives incomplete answers, and your agents have to step in anyway.

Another big issue is that you can’t really test it before you turn it on. You can’t see how it would have handled last week’s tickets, so you’re essentially just flipping a switch and hoping it works. For a growing team, that’s a pretty big gamble to take with your customer experience.

Boosting Gorgias with a better AI agent

Instead of replacing a helpdesk your team already knows how to use, you can just plug a smarter AI brain into it. This is where third-party AI agents come in handy, because they’re built to work with the tools you already have.

A great example of this is eesel AI, which integrates right into Gorgias. It’s designed to fix the "walled garden" problem. Here’s a look at how it’s different:

• It connects to all your knowledge. eesel doesn’t just look at Gorgias. You can connect it to your Confluence, Google Docs, old tickets from Zendesk, or even your internal Slack messages. By seeing the whole picture, the AI can give much more accurate and complete answers.

• You can get started in minutes. You don’t need to sit through a long sales demo to use eesel. You can connect your Gorgias account, point the AI to your knowledge sources, and have a testable bot ready to go in just a few minutes. It’s all self-serve.

• You can test it without any risk. This is a huge one. eesel AI has a simulation mode that lets you test it on thousands of your past Gorgias tickets. You can see exactly how it would have replied, find any weak spots, and get a real, data-backed prediction of how many tickets it will automate before you let it talk to a single customer. It takes all the guesswork out of launching an AI.

This video provides a comprehensive overview of what the Gorgias chat is used for, including a demo of its key features.

Gorgias pricing

Gorgias pricing is based on how many "billable tickets" you handle each month. You pay a set fee for a certain number of tickets, and you’re charged overage fees if you go past your limit. It’s also worth remembering that some of the more advanced features, like Automate and Voice, are paid add-ons.

Here’s a quick look at their standard plans:

Plan	Monthly Price (Billed Monthly)	Included Billable Tickets	Overage Cost	Best For
Starter	$10	50 / month	+$0.40 / ticket	Very small teams or startups just starting out.
Basic	$60	300 / month	+$40 / 100 tickets	Growing stores with moderate ticket volume.
Pro	$360	2,000 / month	+$36 / 100 tickets	Established brands with consistent, high ticket volume.
Advanced	$900	5,000 / month	+$36 / 100 tickets	Large-scale ecommerce operations.
Enterprise	Custom	Custom	Custom	Very large brands needing custom solutions.

This model can make your monthly bill a bit unpredictable, especially during busy seasons. As a point of comparison, eesel AI’s pricing is a flat monthly fee based on a set number of AI interactions. You get all the features, the AI Agent, Copilot for your human agents, and ticket Triage, included, so your bill stays the same even if you have a crazy sales month.

Is Gorgias chat the right tool for you?

So, is Gorgias chat the right tool for you? It’s definitely a strong choice for ecommerce stores that need a central place to manage customer conversations. It does the day-to-day job of a helpdesk really well.

But if your main goal is to scale your support with smart, reliable automation, you’ll probably find that its native AI has some limitations. In that case, adding a dedicated AI tool on top of Gorgias might be the way to go.

Take your Gorgias support to the next level

If you’re already using Gorgias and want to see what better automation feels like, you don’t have to switch platforms. You can give your team a boost with an AI that works with the tools they already use.

With eesel AI, you can connect all your scattered knowledge, see exactly how well it will perform on your real tickets, and get it running in minutes.

Ready to see the difference? Try eesel AI with your Gorgias account today.