Gorgias AI Agent answers order, shipping and return questions using your Shopify data and help center, and doubles as a shopping assistant. Here is what it does well, what it costs, and where stores run into trouble.
Updated September 30, 2026.
Gorgias AI Agent is the AI built into the Gorgias ecommerce helpdesk. It answers customer questions such as "where is my order?", shipping and return questions using your Shopify data and help center, and can act as a shopping assistant that recommends products on your site. It is billed per automated interaction on top of your Gorgias plan.
| Capability | What it means |
|---|---|
| Support agent | Answers post-purchase questions (order status, tracking, returns, shipping) by pulling order information from Shopify and answers from your help center. |
| Actions | Can be set up to handle tasks such as returns, refunds and subscription changes, within rules you define. |
| Shopping assistant | Chats with shoppers on your site, suggests products based on what they are viewing, and can offer discounts. |
| Knowledge | Learns from help center articles, brand guidelines and your store data. |
| Handover | Escalates to your team inside the Gorgias helpdesk when it can't resolve. |
Overview based on Gorgias's product materials and independent reviews such as eesel AI's Gorgias AI guide.
AI Agent is billed per automated interaction: an issue fully handled by AI without a human, resolved within 72 hours without escalation. Gorgias lists $0.90 per interaction on annual contracts and $1.00 on monthly, with overage above the plan's included allowance at $1.50. Plans include 30 (Starter and Basic), 190 (Pro) or 530 (Advanced) interactions a month. The Gorgias help center says an AI-resolved ticket can incur both an automation fee and a ticket fee.
Example: a Pro store where AI resolves 500 conversations a month pays for 310 interactions beyond the allowance, roughly $310–465 on top of the $360 plan. Full math in our Gorgias pricing guide.
| Pros | Cons |
|---|---|
| Native to Gorgias and Shopify, so order data is available without extra integrations | Charged per interaction on top of ticket-based plans |
| Works day and night, instantly | You configure, monitor and correct it yourself |
| Support and sales in one agent | Quality depends heavily on how complete your help center and policies are |
| Hands over to your team in the same helpdesk | Only available if you use Gorgias as your helpdesk |
Store owners' complaints about AI support agents, Gorgias included, tend to cluster around the same issues. A widely read r/shopify thread is literally titled "Been using gorgias AI for our online shop and it's broken" (Reddit). The common failure points:
| Option | AI pricing (Sept 2026) | Who runs it |
|---|---|---|
| Richpanel AI agents | $0.20 per AI-handled conversation | Your team |
| Help Scout AI Answers | $0.75 per resolution | Your team |
| Re:amaze AI | 5–20 resolutions/user included, then $0.85 | Your team |
| Zendesk AI agents | Per automated resolution | Your team |
| Dooza AI customer support | Included in a flat monthly plan | Dooza: AI drafts, a specialist checks, you approve |
More detail in Gorgias alternatives compared.
Dooza is an AI-native company that builds AI products and services for small businesses. Dooza AI customer support is a managed service: Dooza AI drafts every reply from your policies, products and past answers, a Dooza specialist checks anything the AI is unsure about, and refunds, complaints and anything sensitive come to you for one-tap approval. It works inside Gmail, Shopify Inbox or Gorgias and goes live in 48 hours.
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Dooza also works inside Gorgias, so you can keep your helpdesk and history and let Dooza answer in it.
Gorgias AI Agent is the AI built into the Gorgias helpdesk. It answers ecommerce support questions using Shopify order data and your help center, and can act as a shopping assistant that recommends products.
Gorgias lists AI Agent at $0.90 per automated interaction on annual contracts and $1.00 on monthly contracts, with overage above the plan allowance at $1.50. Plans include 30 to 530 interactions a month depending on tier.
It can be for stores already on Gorgias with a complete help center and someone to monitor it. Stores with complex policies or no time to review AI replies often get better results from AI plus human review.
It can be set up to handle tasks such as returns, refunds and subscription changes within rules you define. Many stores keep refunds under human approval.
No. Gorgias AI Agent runs inside the Gorgias helpdesk. If you use Gmail or another inbox, you would need a different AI tool or service.
Richpanel lists AI agents at $0.20 per conversation and Help Scout AI Answers at $0.75 per resolution. Dooza includes AI with human review in a flat monthly plan and can work inside Gorgias.
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Gorgias charges by ticket, not by seat, and AI Agent interactions are billed on top. Here are the 2026 plans, the overage math, worked examples at 250 to 3,500 tickets a month, and how to keep the bill down.
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