Unified omnichannel inbox
Bring support conversations into a single inbox across email, chat, SMS, WhatsApp, Instagram, and Facebook, with live customer and store context attached to each ticket.
Gorgias
Gorgias is a conversational AI and helpdesk platform for ecommerce brands that combines a unified inbox with an AI Agent for support and sales workflows. It helps teams automate repetitive requests, manage customer conversations, and use store context across channels.
Overview
Gorgias is a conversational AI and helpdesk platform for ecommerce brands. It combines customer support software with an AI Agent so teams can manage conversations, automate repetitive requests, and respond with store context in one system.
The platform is built around a unified inbox, ecommerce integrations, and workflows that connect pre-sale and post-sale support. According to the site, it supports channels such as email, chat, SMS, WhatsApp, Instagram, and Facebook, and it is designed to help brands scale support without adding headcount in the same proportion.
Core features
Helpdesk workflow tools
Use the helpdesk to manage tickets with macros, rules, views, assignment, routing, satisfaction surveys, and unlimited help center articles.
Native store context
Connect Shopify and other ecommerce systems so agents can view orders, customers, product details, inventory, and customer tags without leaving the conversation.
Action-taking AI Agent
Let the AI Agent answer pre- and post-sales questions, handle returns and refunds, edit orders and subscriptions, generate discounts, and suggest products when configured to do so.
Brand-specific AI controls
Customize AI behavior with brand voice guidance, policies, SOPs, help center content, uploaded documents, and feedback loops that improve responses over time.
Reporting and optimization
Track performance with analytics, live monitoring, revenue attribution, and AI response reasoning so teams can review outcomes and refine workflows.
Common use cases
Omnichannel support operations
Centralize customer messages from multiple channels so support agents can work from one inbox with customer and order context attached to each conversation.
Support automation
Automate repetitive pre-sale and post-sale questions such as order status, returns, and shipping updates while escalating more complex issues to staff.
Pre-purchase sales assistance
Use the AI Agent to recommend products, offer discounts, and respond to shopping questions during live conversations that may affect conversion.
Team ticket management
Route, assign, and manage tickets across a support team while using macros, rules, and views to keep workflows consistent.
Support analytics and optimization
Monitor performance, revenue attribution, and response quality to understand how support contributes to customer satisfaction and sales.
Pros and Cons
Pros
- Combines helpdesk and AI Agent in one platform, which keeps automation and human support in the same inbox.
- Supports a broad set of ecommerce workflows, including order tracking, returns, discounts, subscriptions, and product recommendations.
- Connects to live Shopify data and other integrations, giving agents and automation access to order and catalog context.
- Offers usage-based pricing with unlimited users, which may suit support teams that do not want seat-based billing.
- Includes analytics, revenue attribution, and feedback loops for teams that want to monitor both support and sales outcomes.
Cons
- The most detailed automation and workflow claims are framed for ecommerce use cases, so teams outside that category may find the fit narrower.
- Several capabilities, including SMS, voice, and some advanced plan limits, depend on the specific plan or add-ons chosen.
FAQ
How does Gorgias get set up and customized?
Gorgias is set up around a unified helpdesk and AI Agent workflow. The helpdesk centralizes conversations, and the AI Agent can be configured through brand voice, policies, rules, uploaded docs, and connected systems such as Shopify and a help center.
What channels and workflows does it support?
The source describes one inbox across email, chat, SMS, WhatsApp, Instagram, and Facebook, with in-conversation actions such as cancelling, discounting, or upselling when connected to store data.
What kinds of tasks can the AI Agent handle?
The AI Agent is designed to handle repetitive support and ecommerce tasks such as order tracking, returns, FAQs, discounts, upsells, subscriptions, and shipping updates, while escalating to human agents when needed.
How is Gorgias priced?
Pricing is usage-based. The pricing page shows starter, paid plans, and enterprise options, with helpdesk tickets and AI Agent resolutions billed by volume rather than by seat.
Who is Gorgias built for?
The product pages emphasize ecommerce brands, especially Shopify-based stores, and the AI Agent page frames the platform around pre-purchase and post-purchase customer interactions.
Quick Facts
- Category
- Conversational AI platform for ecommerce
- Primary users
- Ecommerce support and CX teams
- Core workflow
- Unified inbox plus AI Agent for automated and human-handled conversations
- Channels
- Email, chat, SMS, WhatsApp, Instagram, and Facebook
- Pricing model
- Usage-based plans with helpdesk tickets and AI Agent resolutions
- Website
- gorgias.com
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