Gorgias Review 2026: Should You Use It for Your eCommerce Store?

If you want to automate customer support for your online store, you’ve probably come across Gorgias. It looks like a promising platform, but is it actually good for your business? 

To find out, I set it up on a Shopify store myself. I connected it to Shopify and let Gaia, its AI assistant, set up the account. Then I trained the AI Agent on my store data.

Here’s what the AI Agent does well, what didn’t impress me , and what it really costs once you look past the $40 starting price.

Let’s get started!

Our Verdict

Our Verdict

Gorgias is one of the best all-in-one customer support platforms for Shopify stores.

It combines AI Agents, live chat, a help desk and sales tools in one place. It connects directly to Shopify, so you can train its AI Agent on your own data and products.

Then it can do things for your customers, like getting an order status or cancelling an order.

And with Gaia, you can talk to an AI to set up and improve your AI Agent. That makes it a great fit for Shopify stores that want to automate a big part of their customer support.

Gorgias offers a free trial on every plan, and paid plans start at $40/month.

Pros

• Easy to get started
• Great looking website widget
• AI Agents: Track Orders, Shopping Assistant & More
• Built-in Live Chat
• Direct connection with Shopify
• Advanced analytic reports
• Gaia: talk to an AI to create and improve your AI

Cons

• AI Agent doesn’t work with WooCommerce, BigCommerce & Magento
• You can’t override default AI actions
• Too expensive for small businesses

Go to Gorgias

4.0

Plans Cost

$40 to $1,430 per month

Introductory offer

Free trial on all plans

Standout features

AI Agents, AI Knowledge Base, AI Actions, Shopping Assistant, Live Chat, Analytics

What is Gorgias?

Gorgias is an all-in-one customer experience platform built for eCommerce stores. It combines live chat, helpdesk, AI agents, and automation features into a single tool.

Gorgias focuses specifically on eCommerce businesses. It connects directly with Shopify. So, store data (orders, customers, shipping details) is directly available in the support dashboard.

Gorgias at a Glance

These are the main features of Gorgias:

• Gaia: an AI assistant you chat with to set up and improve Gorgias. Instead of clicking through settings, you ask Gaia to add knowledge or build a skill or action for you:

  

• Knowledge: train the AI Agent on your store website, documents, Help Center articles and more:

  

• Actions: tasks the AI Agent runs in other tools on its own, like getting a customer’s order info from Shopify:

  

• Skills: step-by-step instructions for your agent for a specific situation, like an order status question or a damaged product. A skill can use actions to get the job done:

  

• Shopping assistant: recommends products in chat, based on a sales strategy you set:

  

• Inbox: one place for every incoming message, where your team takes over from the AI Agent whenever a customer needs a human:

  

How to get started with Gorgias

Getting started with Gorgias is easy, because you don’t set it up alone. Gaia, the Gorgias AI assistant, walks you through the whole setup in a chat.

It asks which eCommerce platform you’re on and connects your Shopify store. Then it scans your public pages to learn your brand voice:

After that, Gaia turns on a few default actions for you. So in three to five steps, your whole Gorgias account is set up and your AI Agent is ready to talk to customers.

Then you land in the main Gorgias interface, with all the navigation in the left-hand menu:

Here’s what each menu item is for:

• Inbox: the help desk and live chat, where every conversation lands
• AI Agent: where you set up and train your AI Agent
• Convert: tips on how to generate more sales with Gorgias
• Analytics: reports on how your support is performing
• Workflows: rule-based flows that run automatically
• Customers: everyone you’ve talked to, with their order history
• Settings: your account, channels and integrations

That’s why Gorgias is so easy to get started with. Gaia doesn’t only set up your account, it also adds knowledge and actions for you, so your AI Agent has what it needs from day one.

And you can start testing it right away in the playground. You play the customer and see exactly how the AI Agent answers before it goes live:

In the next section, we’ll look at each part of the AI Agent in more detail.

Flow Builder Create chatbot dialogs with a visual flow builder.
Ease of use How easy is it to use the platform? On a scale of 1 to 5.	4.5
Ease of setup How easy is it to set up your chatbot? On a scale of 1 to 5.	4
Test chatbot Is it possible to test the chatbot before putting your new flows or changes live?

Gorgias AI Agents

The AI Agent is the main reason to choose Gorgias. It’s built on four things:

• Knowledge
• Actions
• Skills
• Shopping assistant

And you can test all of them in a playground before a customer ever sees them.

Knowledge

The first thing you do is give the AI Agent knowledge, so it can answer questions about your store. You can train it on your store website, single URLs, documents, internal guidance and Help Center articles:

And because Gorgias is connected to Shopify, the AI Agent also knows your products and your customers’ orders.

Actions

Knowledge lets the AI Agent answer questions, but actions let it do things. When a customer asks where their order is, the default Get order info action looks it up in Shopify automatically:

Other Shopify actions let it cancel an order, add an order note or create a new order, so a lot of requests never reach your team.

When Gorgias doesn’t have the tool you need, you create a custom action. For example, this one gets shipment info from Sendcloud:

You don’t even have to build it yourself. I asked Gaia to set up a skill and action that looks up return status in Returnista. It asked a few questions about the connection and did the rest:

Skills

Skills tell the AI Agent what to do in a specific situation, like a customer asking where their order is. This is where your actions come in: a skill decides when the AI Agent runs them, like looking up the order in Shopify before it answers.

Gorgias comes with a few built-in skills, recommends more based on your ticket volume, and lets you create your own:

Each skill is a set of if-then steps.

In the order status skill, the AI Agent first finds the order and checks whether it has shipped. Then it shares the tracking link, or hands the ticket to your team when a delivery is late:

Shopping assistant

But the AI Agent can do more than answer questions. It can also promote and sell your products.

With the shopping assistant, you set up a sales strategy. Then the AI Agent guides customers to the right product when they ask about one in chat, which turns support conversations into revenue:

There’s one catch: the AI Agent only works with Shopify. If your store runs on WooCommerce, BigCommerce or Magento, you can’t use it.

Keyword recognition Trigger chatbot flow based on certain words or phrases a user says to the chatbot.
Intents Trigger a chatbot flow by understanding the intent of the user.
Entities Capture specific information from sentences. For example, if a user says “veggie pizza”, the chatbot can understand it’s not a regular pizza, but a veggie pizza.
AI Knowledge Base Can you train your chatbot on a knowledge base (like your website or articles) and then your chatbot automatically answer questions about it?
NLP integrations Does it have a direct integration with NLP platforms, such as Dialogflow?
LLM integrations Does it have a direct integration with LLM platforms, such as ChatGPT and Claude?

Gorgias Live Chat and Inbox

Gorgias isn’t only an AI Agent, it’s a full help desk too. Every conversation from every channel lands in one inbox. So your team can take over from the AI Agent whenever a customer needs a human.

The conversation sits in the middle, and the customer’s details and Shopify orders sit on the right. So you always have context before you reply:

On your website, customers reach you through a live chat widget that you can style to match your brand.

Built-in live chat Does it have a built-in live chat, so you can hand over a conversation to a support agent?
Live chat integration Does it have a direct integration with a third-party livechat application?
Auto-Assignment Rules Can you set up rules so that conversations get automatically assigned to agents in livechat?

Gorgias Pricing

Gorgias starts at $40/month, and every plan comes with a free trial that doesn’t need a credit card.