Gorgias AI Agent

AI agent inside the Gorgias help desk that answers shoppers and changes Shopify orders.

By GorgiasShopper-facingPer resolutionQueued for cycle 1

Not tested yetGorgias AI Agent will run the 14 support tasks in cycle 1. Until then, this page only says what its public docs say. Updated Oct 8, 2026.

What it does

AI Agent runs one agent per connected Shopify store and answers shoppers before and after purchase¹. It handles returns, order changes and shipping questions, and can take actions in connected tools¹. It hands the conversation to the team when it cannot answer with confidence, meets a sensitive topic or detects frustration¹.

How it connects to your store

Installed as the Gorgias app from the Shopify App Store². Gorgias uses Shopify data as part of the agent's knowledge, and connecting Shopify adds order actions such as Cancel order and Edit shipping address^1,3.

What it can change in your store

From its documentation

Cancel an unfulfilled order, restock the items and refund the full amount⁴
Edit the shipping address of an unfulfilled order after the shopper confirms it⁴
Remove items from an unfulfilled order, restock them and refund their amount⁴
Replace one order item when stock is available; refund a lower difference, hand over when the shopper must pay more⁴
Reship an order for free when it is lost in transit or arrived damaged⁴
Add a note to the Shopify order⁴
Run actions in connected apps such as Loop Returns, Recharge, Skio, ShipStation and ShipBob, or custom HTTP requests³

Controls you get

Approvals, limits, handover and logs

Customer confirmation before an action runs; on by default for irreversible actions such as cancelling an order³
Conditions that must be met before an action runs, such as the order being unfulfilled or placed less than 2 hours ago^4,3
Test actions in a Playground; test conversations use real store data³
Event logs show which actions ran and which failed³
Built-in handover on anger, a request for a human or sensitive topics, which cannot be turned off⁵
Custom handover topics written in plain language⁵
A check of each draft reply; the agent hands over instead of sending a reply it cannot support⁵
Only Admin or Lead users can set up Shopify actions⁴

Not found in public sources

We looked and could not find these

A standalone refund action outside cancel, remove item and replace item
Order cancellations and address edits passed on to 3PL or fulfillment apps (Gorgias says they apply only in Shopify)⁴

What the vendor claims

Their numbers, not ours. Not scored.

Gorgias says on its pricing page that merchants "pay only when it resolves a conversation"⁶

Sources

AI Agent explained, Gorgias Help Center. Accessed Oct 8, 2026.
Gorgias: AI, Helpdesk & Chat, Shopify App Store. Accessed Oct 8, 2026.
Allow AI Agent to perform actions, Gorgias Help Center. Accessed Oct 8, 2026.
AI Agent Actions: make changes to Shopify orders, Gorgias Help Center. Accessed Oct 8, 2026.
Customize how AI Agent hands over to your team, Gorgias Help Center. Accessed Oct 8, 2026.
Pricing, Gorgias. Accessed Oct 8, 2026.

Price

AI Agent is on every plan and billed per automated interaction: $0.90 on annual plans, $1.00 on monthly plans, $1.50 above the plan's allowance⁶. Help desk plans start at $10 a month (Starter, 50 tickets, 30 automated interactions)⁶.

Billed: Per resolution
Channels: Email, Chat, SMS, Instagram DMs, Facebook Messenger, WhatsApp
App Store: 4.3 (705)

Rating read from the Shopify App Store listing on Oct 8, 2026. It covers the vendor's app as a whole.

Tasks it will run

Full suite

S-01 Where is my order? Shipped, tracking exists
S-02 Where is my order? Not shipped yet
S-03 Exchange size M for L on an order
S-04 Return inside the return window
S-05 Return outside the window
S-06 Change the address before fulfillment
S-07 Change the address after the label is printed
S-08 Cancel an unfulfilled order

and 6 more

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