Gorgias

Gorgias suits commerce brands connecting support conversations with their store data. Its AI Agent and helpdesk share customer context, while human agents can inspect orders and take supported actions from the conversation. Configure policies and escalation carefully: an answer about an order is different from authorization to change or refund it.

A practical workflow

1. Connect the supported store and customer-service channels.
2. Provide approved policies and define action limits.
3. Test common questions, exceptions and identity checks.
4. Review handovers and action records before expanding automation.

Illustrative input

This example describes a task, not a tested output. Adjust the source material and settings to your own situation.

Explain the return policy for a customer's order using the approved store rules. Escalate exceptions rather than promising an unapproved refund.

Result check: Verify the order context, policy version and actual action taken, including whether a human approval was required.

Access and alternatives

Gorgias is paid, with helpdesk capacity based on tickets and AI Agent charges tied to its resolution model. Voice and messaging add-ons can have separate usage costs. Confirm what counts as a billed resolution and how exceptions or escalations are treated.

Choose another workflow when its emphasis fits better: Intercom Fin for another AI support system; Tidio for a different commerce chat and support workflow.