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AI agents25 reviews#1 in AI agents (range 1–5)profile updated Oct 8, 2026

Gorgias AI Agent

AI agent inside the Gorgias help desk that answers ecommerce shoppers and takes actions in connected tools. By Gorgias.

100% of reviewers who mention it are positive on “resolves customer questions on its own” (21 of 21; 95% interval 85%–100%). 3 reviews report wrong or invented answers.

What reviewers say

25 public reviews about the AI, from Shopify App Store. Each share counts the reviews that mention the point.

Read with care. Several recent reviews praise a named account manager, and an earlier burst of near-identical five-star reviews (November 2025) suggests the vendor asks customers for reviews. Duplicate and agency-signed reviews were left out.

Does the job

100%85%–100%
21 of 21

Accuracy

2 of 5too few to rate

Handoff to a person

–too few to rate

Cost

1 of 3too few to rate

Setup and upkeep

4 of 6too few to rate

Praise

“The gorgias AI agent is amazing and has really relieved pressure from our customer services department.”
HARBOUR LIFESTYLEShopify App Store · Sep 2026 · 5/5+ Job
“The AI agent handles a solid chunk of routine inquiries on its own, which has freed up our team to focus on more complex issues.”
Maud'sShopify App Store · Sep 2026 · 5/5+ Job
“Over the past couple of months we've been building out the AI agent with our CSM, Emely Tapia, and it now resolves a real share of inbound tickets before anyone on our team touches them.”
InkkasShopify App Store · Sep 2026 · 5/5+ Job+ Setup
“The AI Agent handles customer questions quickly and accurately, especially order tracking and shipping updates.”
Devoción CoffeeShopify App Store · Aug 2026 · 5/5+ Job+ Accuracy
“What's most exciting lately are their new AI features, especially the AI Shopping Assistant. It's made the case, with our own numbers, that customer support can be a revenue driver”
TUSHYShopify App Store · Aug 2026 · 5/5+ Job
“Skills is a great new feature, although there is still AI slip where it fails to follow precise instructions and wording”
Motohaus B2BShopify App Store · Aug 2026 · 5/5+ Job− Accuracy

Complaints

“Skills is a great new feature, although there is still AI slip where it fails to follow precise instructions and wording”
Motohaus B2BShopify App Store · Aug 2026 · 5/5+ Job− Accuracy
“At 1.50 USD per AI conversation I cannot justify switching it on - if customers actually use it, that is a four-figure bill at the end of the month.”
GPerformanceShopify App Store · Jul 2026 · 2/5− Cost
“I have ads in 3 places to pay extra for an AI agent that hallucinates more than I did in college”
PatchPanelShopify App Store · Jul 2026 · 1/5− Accuracy
“We wanted to install it and got stuck training the AI (which is 2025 type of workflow prompt training, a bit behind what AI can do in 2026)”
CALASWIMShopify App Store · Jun 2026 · 3/5− Cost− Setup
“Definitely takes some configuring after onboarding process to refine knowledge base. The team does have to monitor closely during this period but overall we've really enjoyed onboarding with Gorgias AI.”
Free Fly ApparelShopify App Store · Jun 2026 · 4/5+ Job− Setup
“While the AI is not always fully accurate yet due to occasional hallucinations, we’re hopeful ongoing improvements will help it provide accurate and helpful support the vast majority of the time.”
Ramy BrookShopify App Store · May 2026 · 4/5+ Job− Accuracy

All 25 coded reviews of Gorgias AI Agent

What it does

AI Agent helps shoppers browse, buy and get support in the brand's voice1. As a support agent it handles post-purchase questions such as returns, order tracking, cancellations and missing items; as a shopping assistant it helps pre-purchase shoppers find products and buy1. It can take actions in connected tools, such as canceling an order, processing a return or updating a shipping address; actions are opt-in1.

Channels
Email, Chat, SMS, Instagram DM, Facebook Messenger, WhatsApp, Voice
Works with
Runs inside the Gorgias help desk and needs a Shopify store connected to Gorgias; each connected Shopify store gets its own AI Agent21. The marketing page also names BigCommerce among ecommerce integrations3.

Handing a conversation to a person

As Gorgias documents it. Reviewers' experience of handoffs is in the shares above.

AI Agent hands a ticket to the team on built-in signals that cannot be turned off, on handover topics you write in plain language, and when it is not confident in an answer4. On chat it asks the shopper to confirm before handing over by default; on email and SMS you choose whether it tells the customer4. Handed-over tickets appear in the handover section of the AI Agent ticket view and carry the ai_handover tag for routing rules4.

Controls

Safety and review features, as Gorgias documents them.

  • Handover topics written in plain language4
  • "Prevent AI Agent from answering" rule for tickets it must never touch; these are tagged ai_ignore4
  • Custom handover instructions for online, offline and error cases on chat4
  • Tone of voice settings2
  • Playground for sandboxed test conversations by channel and customer type; test conversations never reach shoppers5
  • Drafts can be tested before they go live, and test replies show the reasoning and knowledge used5
  • Actions are off by default in tests; Gorgias warns that actions used in a test can change real customer and order data5

Setup

Gorgias's setup guide lists these steps: add knowledge, create skills, optionally set up actions, set tone of voice and handover instructions, test in the Playground, then enable each channel under AI Agent > Deploy2. It needs at least one knowledge source, an active AI Agent subscription and a connected Shopify store2. The guide gives no total setup time; it says settings take a few minutes2.

What Gorgias claims

The vendor's own figures. Shown as claims; never used in a result.

  • Gorgias says AI Agent supports over 80 languages1
  • Gorgias says AI Agent can sell, support and engage customers 24/73

Not found in public sources

We looked for these and could not find them.

  • Published resolution or automation rates on Gorgias's own pages
  • Whether a human agent receives a written summary or note at handover
  • Support for stores on platforms other than Shopify in the setup requirements

Sources

  1. [1]AI Agent explainedGorgias Help Center · accessed Oct 8, 2026
  2. [2]Set up and go live with AI AgentGorgias Help Center · accessed Oct 8, 2026
  3. [3]AI AgentGorgias · accessed Oct 8, 2026
  4. [4]Customize how AI Agent behavesGorgias Help Center · accessed Oct 8, 2026
  5. [5]Preview AI Agent responses with test conversationsGorgias Help Center · accessed Oct 8, 2026
  6. [6]Gorgias pricingGorgias · accessed Oct 8, 2026

Billing

Per resolution

AI Agent is included on every help desk plan and billed per automated interaction: $0.90 on annual contracts and $1.00 on monthly contracts, with $1.50 for interactions above the plan's allowance6. Help desk plans include 30 to 530 automated interactions per month (from Starter at $10 a month to Advanced at $750 a month billed annually)6.

What counts: An automated interaction is a customer request fully resolved without a human agent, by AI Agent or by Flows, Quick Responses or Order Management. Each one also counts as a help desk ticket. If an agent replies within 72 hours of an AI Agent resolution, it is billed only as a help desk ticket6.

The bill grows as the AI succeeds. Read how the vendor defines “resolved”, and whether a customer who comes back later still counts.

How AI support is billed

Reviews found

About the AI
25
Sources
1
Collected
Oct 8, 2026
Where we looked
  • Shopify App Store apps.shopify.com/helpdesk (sorted newest): about 200 reviews dated 2024-10-01 or later read (pages 1-20); about 60 discuss the AI Agent or AI Shopping Assistant; the 25 newest kept (cut-off 2026-05-11)
  • Trustpilot, G2, Capterra, TrustRadius not needed after 25 qualifying reviews (Trustpilot and TrustRadius return 403 to scripted fetches)

Also in AI agents

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