Gorgias
Gorgias: ecommerce customer support with AI agents
Gorgias combines an ecommerce helpdesk with AI agents for product questions, order support and configured store actions. Its Shopify-connected agents use store knowledge and customer context, with human handoff for requests that need the support team.
Free trial availableAccount required
.webp)
- Access
- Free trial available
- Example plan
- USD 10 / monthStarter helpdesk
- Available on
- Web, Mobile, API
AI customer service with store and order context
Gorgias brings ecommerce conversations into a helpdesk and gives its AI agents access to the knowledge needed for store support. A Shopify-connected agent can answer product and policy questions, use order context and follow a merchant’s configured service instructions. Each connected Shopify store has its own agent configuration. The wider helpdesk supports other commerce integrations, but that does not establish identical AI capabilities across every store platform.
Skills and Actions extend the agent beyond an FAQ answer. A merchant can build a cancellation or return process that collects information, checks conditions and calls an authorised business-system endpoint. Advanced Actions provide variables, branching and API options. These connections need suitable permissions and a service process that the merchant is prepared to automate. Guidance and knowledge define what the agent should say; action setup determines what it can actually do.
The current channel documentation covers email, chat, SMS, Instagram DMs, Facebook Messenger and WhatsApp. Handoff settings let the team reserve sensitive topics for people and control the response when the agent cannot continue. Chat, email and SMS have different transfer behaviour, and offline chat can collect an email for follow-up. Billing also follows the service interaction: a fully automated ticket can incur a helpdesk fee and an automation fee under current account terms. Gorgias defines an automated interaction by whether human help is needed within 72 hours, rather than charging for every individual AI message.
Best for
- Shopify stores automating order and product support
- Ecommerce teams combining AI replies and human agents
- Merchants connecting service actions to store systems
Limitations
Current accounts can pay both ticket and automation fees for a fully AI-resolved request. Legacy billing can differ until migration. AI store capabilities and human handoff depend on the integration and configuration; offline chat follow-up can require a customer email. SMS, voice, overages and other add-ons can increase the subscription cost.
Gorgias AI and helpdesk features
Store-aware customer support
Answer product, policy and order questions using connected Shopify data and approved support content.
Configurable service Skills
Guide the agent through store-specific service processes and define when the team should take over.
Actions and external API connections
Collect information, check conditions and connect approved business-system actions through the Action editor.
Multiple customer channels
Serve enabled email, chat, SMS and supported social-messaging channels from the ecommerce support operation.
Human escalation
Route selected topics and requests the agent cannot complete to a person, with channel-specific handoff settings.
Gorgias pricing
Free trial available. Subscription plans. Visit Gorgias for full plan details and current offers.
Example plans.
Starter helpdesk
USD 10 / month
Gorgias
Plan details
Monthly-only helpdesk subscription, 50 tickets. AI automation is an additional charge.
Basic helpdesk — monthly
USD 60 / month
Gorgias
Plan details
300 helpdesk tickets. AI automation, overages and channel add-ons are separate.
Basic helpdesk — annual commitment
USD 50 / month
Gorgias
Plan details
Monthly equivalent billed USD 600 annually; 300 tickets per month. AI automation is separate.
Technical specifications
Customer support
| Feature | Gorgias |
|---|---|
| Agent or copilot workflow | Ecommerce helpdesk and store-specific AI agents answer questions, follow Skills and use configured Actions. Advanced Actions can call external APIs and branch on conditions.AI Agent subscription and connected Shopify store |
| Support channels | Email, Chat, SMS, Instagram DMs, Facebook Messenger and WhatsApp are documented AI channels. Activation, integration and channel-specific configuration apply.Current AI Agent channel documentation |
| Knowledge grounding | Help-centre articles, website content, uploaded documents, Guidance and Shopify store data provide product, policy and order context.Connected store and approved knowledge sources |
| Human handoff | Configured topics and built-in conditions transfer requests to the team. Chat handoff behaviour differs from email and SMS; offline chat can ask for a contact email.AI Agent handoff settings and human availability |
| Resolution and usage accounting | Helpdesk ticket volume plus automated interactions. Fully AI-resolved tickets can incur both fees under current rules. An automated interaction needs no human help within 72 hours. Legacy pre-28 May 2025 accounts can retain either/or billing until migration.Current versus legacy account terms |
| API access | SupportedDeveloper API and configured Advanced Actions |
Gorgias alternatives
These AI support products offer different commerce integrations, helpdesk scope and usage charges.
Tidio Lyro
Website and messaging support with a conversation-based Lyro allowance and ecommerce knowledge connections.
Compare with GorgiasFin AI Agent
AI support connected to existing helpdesks, with fees for defined outcomes.
Compare with GorgiasFreshdesk
A broader email-first helpdesk with Freddy AI sessions and separately licensed Copilot.
Compare with GorgiasGorgias FAQs
What is Gorgias AI Agent used for?
It handles ecommerce product questions and customer-service requests using connected store knowledge and configured Skills and Actions. Shopify store data supplies context for order-related support, with escalation to human agents when needed.
Does Gorgias charge twice for an AI-resolved ticket?
Under current billing rules, a fully automated ticket can incur both a helpdesk ticket fee and an additional automation fee. An AI conversation handed to a person incurs the ticket fee rather than the automation fee. Some older accounts retain different rules until migration.
What counts as a Gorgias automated interaction?
Gorgias counts an automated interaction when the request is handled without human help within 72 hours. It is an interaction-based billing definition, rather than a charge for each individual AI message.
Can Gorgias AI cancel orders or call an API?
Configured Actions can collect information, check conditions and call authorised endpoints for store processes such as order cancellation. The merchant must connect the required systems and define the permitted action; installing the helpdesk alone does not enable every action.
Is this your product? Claim this page to update your listing.