Gorgias

What Gorgias does

Gorgias is the Conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands. Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias is the Conversational Commerce platform for Shopify brands. It connects brands with their shoppers 1:1 across the entire journey — before, during, and after the purchase — to drive conversions, scale support, and maximize customer lifetime value. Gorgias is built for Shopify, not adapted to it. It is AI-native, designed from the ground up for commerce conversations rather than bolted onto a legacy helpdesk. Gorgias is not a helpdesk, and it is not an AI-powered CX tool. It is the platform Shopify brands use to turn every customer conversation into revenue and loyalty.

Products

• HelpdeskThe foundation of Gorgias. Every customer conversation — email, live chat, social media, text, and voice — arrives in one place, alongside the shopper's full Shopify order history. Because Gorgias is built natively on Shopify with a deep two-way sync, teams can see and act on order data directly from the conversation. Gorgias also connects with 100+ commerce apps.
• AI AgentGorgias's AI-native agent talks with shoppers on behalf of the brand. It is one AI with two roles — Shopping Assistant (pre-purchase) and Support Agent (post-purchase). It resolves up to 60% of customer conversations automatically, 24 hours a day, 7 days a week. Because it is built on Gorgias's two-way Shopify integration, it doesn't just reply — it takes action on real order and customer data. It is trained on the brand's own products, policies, and tone of voice, so it responds the way the brand would.
• Shopping AssistantThe pre-purchase role of AI Agent. It answers product questions, makes recommendations, and helps shoppers feel confident enough to complete a purchase.
• Support AgentThe post-purchase role of AI Agent. It handles questions after a customer buys — order tracking, returns, refunds, and other order edits.
• VoiceGorgias brings phone conversations into the same platform, so voice is handled alongside every other channel with the same shopper context and the same AI-native foundation.
• AI JourneysAI Journeys lets brands orchestrate proactive, 1:1 conversations across the shopping journey — reaching shoppers at the right moments to drive conversion, retention, and lifetime value rather than waiting for them to reach out.
• Gorgias SMSMeet customers where they’re most reachable.
• Gorgias ConvertAn intelligent on-site revenue generation toolkit that lets merchants target website visitors with personalized on-site campaigns, based on behavior like total value of shopping cart, products in cart, time spent on a page, number of visits, intent to leave your site, total spent in the past, and VIP status.

Key capabilities

• AI Agent trained on your brand
• One unified inbox across every channel
• Live Shopify data and full customer context
• Pre-trained on 1B+ conversations
• Understands ecommerce, Shopify data, and customer intent
• Apply your tone, policies, and SOPs with built-in guardrails
• Automate 60% of support
• AI coaching, built in
• Proactive, real-time tips for agents
• Engage shoppers at the right moment with the right recommendations
• Seamless hand-offs to human agents with context
• Omnichannel inbox (Email, chat, SMS, WhatsApp, Instagram, and Facebook)
• In-conversation actions (Cancel, discount, upsell)
• Native Shopify integration
• 300+ integrations (Recharge, Klaviyo, Yotpo)
• Team collaboration (Route, assign, manage tickets)
• Revenue attribution reporting
• User roles and permissions
• Conversation & action history
• Reliable integrations
• SSO for Google & Microsoft 365
• SOC 2 Type II Certification
• Google Cloud Platform infrastructure
• Continuous encrypted backups
• App data sent exclusively via HTTPS TLS encrypted connections
• HIPAA Compliance
• Live uptime and status page
• Two-factor authentication
• AI Agent on every plan, pay only when it resolves a conversation
• Helpdesk scales from 50 to 5,000 tickets a month, never priced per agent
• Voice and SMS add-ons with pricing scaling with usage
• Centralize channels
• Handle tickets
• Leverage 3rd party data
• Track support performance
• AI-generated summaries for calls
• AI Agent Actions

Use cases

• Conversations that drive revenue
• Automate routine tickets and personalize the rest
• Pre-sale to post-sale support
• Automate 60% of support
• Engage shoppers at the right moment with the right recommendations
• Seamless hand-offs to human agents with context
• Turn high-intent moments into measurable revenue
• Guide shoppers to the right workout gear
• Help shoppers style their homes by proactively offering assistance
• Guide shoppers to the right gift
• Handle sizing, shipping, and returns questions
• Provide style guidance and custom recommendations
• Detect when a shopper is about to make a return and offer alternatives
• Turn Instagram and TikTok likes, comments, and DMs into instant sales
• Handle surge in inquiries during product drops and holiday sales
• Automate plan changes, order edits, and skip requests for subscriptions
• Proactively identify cancel intent and offer alternatives for subscriptions
• Process subscription requests instantly (skip, pause, resume)
• Guide first-time shoppers and gift-givers to the right subscription
• Recommend replacements for discontinued products
• Automate product questions and recommendations for beauty & cosmetics
• Provide instant answers about shade, fragrance, and ingredients
• Offer expert advice and personalized routines for beauty products
• Handle sensitive health questions (ingredients, allergies)
• Deliver accurate answers from brand's knowledge base for health products
• Escalate highly technical or medical concerns to trained teammates
• Help shoppers pick the right product and complete a purchase
• Answer "where is my order?" automatically
• Automatically handling returns, refunds, subscription changes, and other order edits with AI
• Driving proactive 1:1 conversations across the shopping journey to lift conversion and retention
• Keeping every customer conversation in one place
• Centralizing conversations, ticket history, and Shopify data in one view for phone support
• Making calls with full conversation history
• Accessing Shopify-backed insights, recommending products, and creating orders while on a call
• Handling high call volumes and managing multiple phone numbers
• Targeting website visitors with personalized on-site campaigns (discounts, product recommendations, educational resources)
• Strengthening pre-sales education to increase buyer confidence, boost conversion rate, and reduce returns

AI approach

Gorgias is an AI-native conversational commerce platform for e-commerce brands, built specifically for Shopify. It uses AI Agent (Shopping Assistant for pre-purchase and Support Agent for post-purchase) to automate customer conversations, answer product questions, make recommendations, and handle order edits. The AI is trained on the brand's own products, policies, and tone of voice, and leverages a direct OpenAI partnership for deeper model access and fine-tuning.

Tech named: OpenAI

Industries served

• Ecommerce
• Clothing & Apparel
• Home & Garden
• Beauty & Cosmetics
• Subscription
• Health & Wellness

What it says sets it apart

• Conversational AI platform for ecommerce
• Built for Shopify and powered by advanced ecommerce integrations
• AI understands your brand, tools, policies, and customers
• AI Agent + Helpdesk built as one platform
• AI Agent pre-trained on 1B+ conversations
• AI Agent understands ecommerce, Shopify data, and customer intent from day one
• AI Agent applies brand tone, policies, and SOPs with built-in guardrails
• Proactive, not reactive AI
• Seamless hand-offs to human agents with context
• One unified inbox across every channel with live Shopify data and full customer context
• In-conversation actions directly inside the conversation
• Native Shopify integration
• OpenAI Partner with deeper model access and AI fine-tuned for product recommendations, order management, and brand voice
• Shopify-invested, with orders, customers, and store data living inside Gorgias natively
• AI-native, designed from the ground up for commerce conversations rather than bolted onto a legacy helpdesk
• One platform, one bill, AI Agent on every plan, pay only when it resolves a conversation
• Helpdesk scales by tickets, not per agent
• Voice and SMS pricing scales with usage
• Full visibility into every customer interaction
• Eliminates time-consuming manual tasks
• Volume-based pricing model over user-based pricing model for phone support
• AI-centric platform, rather than AI as an add-on feature
• Deep ecommerce integrations
• Centralized channel management
• Ability to segment and streamline to meet customer's needs
• Integrates much better with Shopify and other ecommerce tools than Salesforce
• Streamlines support, leading to faster response times and fewer returns
• Unifies email, chat, and calls in one workspace for voice support
• Instant view of the full customer timeline for voice support
• Access Shopify-backed insights, recommend products, and create orders seamlessly while on a call
• Easy setup and start calling in minutes with no technical setup required
• Ability to handle high call volumes, make unlimited international calls, add agents, and manage multiple phone numbers
• Intelligent on-site revenue generation toolkit (Gorgias Convert) with highly targeted campaigns based on customer behavior data