Gorgias is an e-commerce customer service platform that brings email, chat, social messages, SMS, and WhatsApp into one inbox. Its AI Agent answers questions, accesses store data, completes order-related tasks, recommends products, and hands difficult conversations to human agents.
We tested Gorgias across ecommerce support workflows including order inquiries, returns, live chat, and automated responses.
The Shopify connection is the main attraction. Order history, delivery status, customer value, and previous conversations appear beside each ticket. Agents can refund, cancel, duplicate, or update orders without opening another tab.
The AI Agent uses the same data. It handled “Where is my order?”, return-policy questions, product availability, and basic order changes well. It can also recommend products using inventory and customer information. Most stores should expect it to automate around 30–50% of routine conversations, not assume the highest advertised figure will apply immediately.
The AI Agent currently requires Shopify. Stores using other ecommerce platforms can use the helpdesk, but they do not get the product’s strongest AI capability.
Now the billing. This is the part you need to model carefully. Each plan comes with a ticket allowance. Go over it, and you’re paying roughly $0.36-$0.40 per extra ticket. AI resolutions cost about $0.90-$1.50 each on top of that. And here’s what catches people off guard: when the AI resolves a conversation, it counts as both an AI resolution and a helpdesk ticket. You pay both fees on the same conversation.
For example, if a store on the $360/mo Pro plan handles 2,000 tickets with roughly 50% automation, the combined ticket and resolution fees can push the real monthly cost well above the base price. Do the math on your own ticket mix before committing.
