Omnichannel inbox
A single inbox brings email, chat, SMS, WhatsApp, Instagram, Facebook, and other channels into one view so agents can manage conversations without switching tools.
Gorgias
ПодтвердитьGorgias is a conversational AI platform for ecommerce that combines helpdesk, chat, and AI automation to manage multichannel support and boost sales.
Overview
Gorgias is a conversational AI platform for ecommerce that combines a helpdesk, AI Agent, chat, and support automation in one system. It is positioned around a core idea: customer conversations should help drive revenue as well as resolve issues.
The platform is built for brands that need to manage support across multiple channels while keeping store context close at hand. The source emphasizes Shopify data, omnichannel messaging, ticket automation, and human handoff, with tools for both pre-sale and post-sale workflows.
Core capabilities
Native Shopify context and actions
The helpdesk connects directly to Shopify so agents can view orders, customers, and products inside the ticket and take actions like cancellations, discounts, or upsells in conversation.
Brand-trained AI Agent
AI Agent is trained on ecommerce conversations and brand rules, with support for tone of voice, policies, and SOPs so automated replies stay aligned with the store.
Automation for support and sales
The product can automate repetitive support work such as FAQs, returns, refunds, order edits, subscription edits, and product recommendations, while escalating to humans when needed.
Helpdesk workflow controls
Helpdesk tools include macros, rules, routing, prioritization, assignment, views, satisfaction surveys, and team permissions for structured support operations.
Reporting and insight features
Reporting and customer insight tools include performance dashboards, revenue attribution reporting, voice of customer, trends, and AI-generated assistance features such as tagging and summaries where available.
Common use cases
Centralize omnichannel support
Manage incoming questions from email, chat, social, SMS, and voice in one queue while keeping each conversation tied to customer and order data.
Automate routine support
Resolve repetitive questions automatically with AI Agent, including pre- and post-sales FAQs, returns, refunds, and order or subscription edits.
Support pre-sale conversion
Use Shopify context, customer history, and in-ticket actions to help shoppers choose products, apply discounts, or complete purchases during a conversation.
Run a structured support operation
Route, prioritize, and assign tickets across a team, then use macros, rules, and views to standardize handling and reduce manual work.
Measure support impact
Track performance, revenue attribution, and customer feedback to understand how support contributes to outcomes beyond resolution speed.
Pros and Cons
Pros
- Unifies AI Agent and helpdesk in one platform so automation and human agents share context.
- Connects multiple customer channels in a single inbox, including email, chat, social, SMS, and voice add-ons.
- Uses Shopify context directly inside tickets, which supports order lookups and in-conversation actions.
- Includes automation, routing, macros, reporting, and team management features for support operations.
- Offers pricing plans that scale by conversations rather than seats, with unlimited users stated on the pricing page.
Cons
- The pricing page shows usage-based billing and overage charges, so cost can rise with conversation volume.
- Some capabilities on the helpdesk page are marked as coming soon, including AI Summaries and AI Tagging.
FAQ
How is Gorgias typically implemented?
Gorgias is set up as a helpdesk and AI Agent platform for ecommerce teams. The source says brands can connect their channels, migrate data, and start with implementation resources that guide the process, with one example showing launch in about a week.
Who is Gorgias best suited for?
The platform is built for ecommerce brands and support teams that need one inbox, Shopify context, and automated handling of repetitive conversations. The site positions it for brands managing support before and after purchase, rather than as a general-purpose helpdesk.
How does Gorgias pricing work?
According to the pricing page, Gorgias sells the Helpdesk and AI Agent together, with plans based on meaningful shopper conversations rather than seats. The page also shows a free trial on AI Agent and monthly or yearly billing options.
What channels and integrations does Gorgias support?
Gorgias connects email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS, and voice add-ons in one inbox, and it also lists 300+ integrations overall. The helpdesk page highlights Shopify, shipping and fulfillment, subscriptions, loyalty, and returns integrations.
What kinds of tasks can Gorgias automate or assist with?
The source shows AI Agent handling pre- and post-sales FAQs, returns and refunds, order and subscription edits, dynamic discounts, and product recommendations. The helpdesk also includes routing, macros, customer context, reporting, and team permissions for human agents.
Quick Facts
- Category
- Conversational AI platform for ecommerce
- Primary users
- Ecommerce brands and CX teams
- Core modules
- Helpdesk, AI Agent, Chat, FAQ
- Channels
- Email, live chat, SMS, WhatsApp, Instagram, Facebook, voice add-ons
- Integrations
- 300+ integrations; Shopify, Klaviyo, Recharge, Yotpo, and others
- Pricing model
- Usage-based plans by conversations, with monthly and yearly billing options