# Gorgias AI Agent (Gorgias)

Category: AI agents. Public reviews about the AI: 25. Profile updated 2026-10-08.

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

## What it does

AI Agent helps shoppers browse, buy and get support in the brand's voice [1]. 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 buy [1]. It can take actions in connected tools, such as canceling an order, processing a return or updating a shipping address; actions are opt-in [1].

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 Agent [2] [1]. The marketing page also names BigCommerce among ecommerce integrations [3].

## Handoff

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 answer [4]. On chat it asks the shopper to confirm before handing over by default; on email and SMS you choose whether it tells the customer [4]. Handed-over tickets appear in the handover section of the AI Agent ticket view and carry the ai_handover tag for routing rules [4].

## Controls

- Handover topics written in plain language [4]
- "Prevent AI Agent from answering" rule for tickets it must never touch; these are tagged ai_ignore [4]
- Custom handover instructions for online, offline and error cases on chat [4]
- Tone of voice settings [2]
- Playground for sandboxed test conversations by channel and customer type; test conversations never reach shoppers [5]
- Drafts can be tested before they go live, and test replies show the reasoning and knowledge used [5]
- Actions are off by default in tests; Gorgias warns that actions used in a test can change real customer and order data [5]

## 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 > Deploy [2]. It needs at least one knowledge source, an active AI Agent subscription and a connected Shopify store [2]. The guide gives no total setup time; it says settings take a few minutes [2].

## 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 allowance [6]. 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 ticket [6].

## Vendor claims (not results)

- Gorgias says AI Agent supports over 80 languages [1]
- Gorgias says AI Agent can sell, support and engage customers 24/7 [3]

## Not found in public sources

- 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

## What reviewers say

- Does the job: 100% positive (21 of 21; 95% interval 85%–100%)
- Accuracy: 2 positive, 3 negative (too few to rate)
- Handoff to a person: 0 positive, 0 negative (too few to rate)
- Cost: 1 positive, 2 negative (too few to rate)
- Setup and upkeep: 4 positive, 2 negative (too few to rate)

> "The gorgias AI agent is amazing and has really relieved pressure from our customer services department." (HARBOUR LIFESTYLE, Shopify App Store, 2026-09-25: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=1#review-2373490)
> "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's, Shopify App Store, 2026-09-08: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=1#review-2352872)
> "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." (Inkkas, Shopify App Store, 2026-09-02: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=1#review-2345892)
> "The AI Agent handles customer questions quickly and accurately, especially order tracking and shipping updates." (Devoción Coffee, Shopify App Store, 2026-08-19: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=3#review-2328345)
> "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" (TUSHY, Shopify App Store, 2026-08-14: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=3#review-2323044)
> "Skills is a great new feature, although there is still AI slip where it fails to follow precise instructions and wording" (Motohaus B2B, Shopify App Store, 2026-08-05: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=3#review-2310794)
> "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." (GPerformance, Shopify App Store, 2026-07-31: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=4#review-2305519)
> "The AI agent has been amazing for our team, and it seems like they're continuing to make aggressive improvements to it." (Grow Fragrance, Shopify App Store, 2026-07-29: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=4#review-2302905)
> "The CS is always helpful and the AI Agent is a game changer. The team is super helpful with setup and making sure we are optimizing the platform." (VIOLETTE_FR, Shopify App Store, 2026-07-10: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=4#review-2279296)
> "The AI shopping assistant was efficient and made it easy for a customer to purchase an accessory on our website. So far, we're very satisfied with its performance." (Unagi, Shopify App Store, 2026-07-07: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=4#review-2275377)
> "The amount of resolutions that the ai is able to achieve via chat or email is a little scary sometimes to me." (Kit-Cat Klock, Shopify App Store, 2026-07-06: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=4#review-2273636)
> "I have ads in 3 places to pay extra for an AI agent that hallucinates more than I did in college" (PatchPanel, Shopify App Store, 2026-07-06: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=4#review-2273240)
> "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)" (CALASWIM, Shopify App Store, 2026-06-23: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=4#review-2257739)
> "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 Apparel, Shopify App Store, 2026-06-22: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=5#review-2256295)
> "The AI Agent in particular has been surprisingly effective at handling routine inquiries like order tracking, WISMO and shipping updates, without needing human intervention." (Seido Knives, Shopify App Store, 2026-06-08: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=8#review-2109843)
> "Our automation rate is up over 65% with the AI Shopping Assistant, bringing in more revenue, keeping our resolution time down, and saving the team the time to work on the tickets that need a human touch the most." (Beekman 1802, Shopify App Store, 2026-06-08: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=31#review-1086894)
> "The integration is seamless and the new AI feature is actually helping to 1st touch solve some basic tickets." (Carbon38, Shopify App Store, 2026-06-02: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=5#review-2228353)
> "It has done a fantastic job resolving tickets with accuracy and efficiency. I love how quickly customers are responded to. This feature alone makes the app well worth the minimal cost." (Pine & Pepper, Shopify App Store, 2026-05-29: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=5#review-2223847)
> "It’s helped with filtering out the smaller and repetitive queries, which gives us more time to focus on working on the more complicated tickets and helping customers who need quicker assistance." (Jeune Premier, Shopify App Store, 2026-05-21: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=6#review-2212944)
> "While the AI works really well as a support tool, it still performs best with human oversight to keep things accurate and on tone when needed." (Supergut, Shopify App Store, 2026-05-20: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=6#review-2212433)
> "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 Brook, Shopify App Store, 2026-05-20: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=6#review-2211952)
> "The AI only gets better as it learns and when you understand it is a learning process, the easier it becomes to manage." (Binkybro, Shopify App Store, 2026-05-19: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=6#review-2210447)
> "Launching the AI agent has been incredibly beneficial in automating tickets being creating and getting inquiries answered fast." (Wigs.com, Shopify App Store, 2026-05-12: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=6#review-2201024)
> "Ai Agent gets better with time and the overal experience for our customers to "self help" has freed up time for our CX staff to provide more attention on those enquiries that need it." (City Strength, Shopify App Store, 2026-05-11: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=6#review-2199494)
> "I love the AI agent feature and it has helped us with a lot with productivity and efficiency." (Ouidad, Shopify App Store, 2026-05-11: https://apps.shopify.com/helpdesk/reviews?sort_by=newest&page=6#review-2198990)

## Sources

1. [AI Agent explained](https://helpcenter.gorgias.com/en-US/intro-to-ai-agent-497772), Gorgias Help Center, accessed 2026-10-08
2. [Set up and go live with AI Agent](https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219), Gorgias Help Center, accessed 2026-10-08
3. [AI Agent](https://www.gorgias.com/ai-agent), Gorgias, accessed 2026-10-08
4. [Customize how AI Agent behaves](https://docs.gorgias.com/en-US/customize-how-ai-agent-behaves-567324), Gorgias Help Center, accessed 2026-10-08
5. [Preview AI Agent responses with test conversations](https://docs.gorgias.com/en-US/preview-ai-agent-responses-with-test-conversations-828087), Gorgias Help Center, accessed 2026-10-08
6. [Gorgias pricing](https://www.gorgias.com/pricing), Gorgias, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/gorgias-ai-agent