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Gorgias AI Agent

Gorgias AI Agent uses store knowledge and configurable actions to handle shopping and post-purchase support conversations for connected Shopify stores. [1]

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Document-based record. Not independently product-tested.

Source excerpts below support vendor claims. They do not prove performance, compliance or suitability for your store.

SHOPIFY
Vendor documentation describes a dedicated AI Agent for each connected Shopify store and use of Shopify data; actions such as cancellations or shipping-address changes are opt-in and configurable. [1]
CHANNELS / DOCUMENTED SAMPLE
email, web chat, SMS, Instagram DMs, Facebook Messenger, WhatsApp [1]
AUTOMATION SCOPE
Answers from help-center articles, website content, documents, guidance and Shopify data; configurable skills and opt-in actions can handle order-related tasks. [1]
HUMAN CONTROL
Supports custom handover rules, handover when it cannot confidently respond or detects sensitive topics or frustration, response reasoning, and direct feedback; merchants choose allowed actions and conditions. [1]
FINNISH EVIDENCE
Finnish is explicitly documented for the chat widget, but the fetched AI Agent documents only claim over 80 languages and same-language replies without naming Finnish. Widget localization is not proof of Finnish AI-answer support or quality; no Finnish conversation was tested. [1][10][11]
PERFORMANCE
No hands-on product test has been run.

Pricing structure

The live pricing page shows a monthly Starter Helpdesk + AI Agent bundle at $40/month including 50 helpdesk tickets and 30 automated interactions ($10 Helpdesk + $30 AI Agent). AI charges are additional to helpdesk usage: one AI-resolved ticket can count toward both allowances. Do not treat the advertised per-interaction amount as the full bill. [2][3][4][5][6][7][8][9][12]

This is not a quote or complete bill. Confirm current terms, required plans and minimums with the vendor. The custom cost lab does not use these records as automatic presets.

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Primary-source evidence

  1. [1] AI Agent explainedUntitled

    https://docs.gorgias.com/en-US/ai-agent-explained-497772

    Retrieved 2026-10-22T21:48:58.507093+00:00

    AI Agent helps your shoppers browse, buy, and get support automatically and in your brand's voice, so your team can focus on the conversations where they're needed most. You get a dedicated AI Agent for each Shopify store you connect. It works across email, chat, SMS, and social media channels, helping new shoppers find products and resolving post-purchase questions like returns, order changes, and shipping updates. You shape what AI Agent does b… [excerpt]
    Read full source quote
    AI Agent helps your shoppers browse, buy, and get support automatically and in your brand's voice, so your team can focus on the conversations where they're needed most. You get a dedicated AI Agent for each Shopify store you connect. It works across email, chat, SMS, and social media channels, helping new shoppers find products and resolving post-purchase questions like returns, order changes, and shipping updates. You shape what AI Agent does by giving it knowledge about your store, skills for the conversations you want it to handle, a tone of voice that matches your brand, and actions that let it make changes in your connected tools. This article explains what AI Agent is and what it includes. In this article, you'll learn: What AI Agent does — the conversations it handles What shapes AI Agent's behavior — knowledge, skills, actions, and more Where AI Agent works — channels and surfaces How you stay in control — handover, reasoning, and feedback FAQ — common questions about how AI Agent fits with the rest of Gorgias What AI Agent does AI Agent plays two roles, both included in your AI Agent subscription: Support agent — resolves post-purchase conversations like returns, order tracking, cancellations, and missing items Shopping assistant — engages pre-purchase shoppers on email, chat, SMS, and social media, helping them find products and make a purchase The same AI Agent fills both roles. The difference is in the kind of conversation it's responding to. Within each role, you choose how much AI Agent takes on. With skills, you can start with a few conversation types — like returns or order status — and expand AI Agent's coverage at your own pace. Beyond responding, AI Agent can also take actions in your connected tools — like canceling an order or processing a return — and hands over conversations to your team when it can't or shouldn't handle them. You can review AI Agent's performance in dedicated reports, overall or broken down by role where it matters. Merchants who subscribed to AI Agent prior to July 16, 2025 may need to upgrade their subscription to include the shopping assistant role. What shapes AI Agent's behavior Gorgias gives you a set of building blocks to tailor AI Agent to your brand. Each is a lever for shaping a different aspect of AI Agent's behavior. Together they determine how AI Agent handles each conversation. The more deliberately you configure these building blocks, the more AI Agent's responses reflect how your team would resolve a shopper's inquiry. Skills — a set of instructions for a specific type of conversation, like returns or order cancellations. Skills are the primary way you direct AI Agent's behavior. Each skill bundles one or more intents (the trigger) and instructions (what AI Agent should do). Knowledge — your brand's content. AI Agent draws on your help center articles, website content, documents, guidance, and Shopify data to respond accurately and on-brand. Actions — let AI Agent perform tasks in your connected tools, like canceling an order, processing a return, or updating a shipping address. Actions are opt-in and configurable. You choose which ones AI Agent can take, and the conditions under which it takes them. See [create an action to connect AI Agent to other apps]. Tone of voice — how AI Agent sounds when responding to shoppers, set in your tone of voice settings. Language settings — AI Agent supports over 80 languages and replies in any of them, even when your knowledge isn't translated. Vision — AI Agent reads and understands images shoppers share, like photos of damaged items or screenshots of receipts. Shopping assistant configurations — settings that apply only to pre-purchase conversations, like selling style and discount strategy, and shopper engagement features. Where AI Agent works AI Agent can handle conversations over email, chat, SMS, and social channels including Instagram DMs, Facebook Messenger, and WhatsApp. The same knowledge, skills, and tone of voice apply across all channels. AI Agent adapts its responses to fit the channel — shorter and faster on chat, SMS, and social media, and fuller on email. For first-time AI Agent setup, see set up and go live with AI Agent. How you stay in control AI Agent has built-in tools that help you understand its responses and shape its behavior over time. Handover to humans — AI Agent hands over to your team when it can't confidently respond, encounters a sensitive topic, or detects frustration from the shopper. Handover is a safety net for everything AI Agent doesn't yet know how to handle, and the conversations that get handed over become signals for what to teach AI Agent next. You can also configure your own handover rules in your AI Agent settings. AI reasoning — see why AI Agent responded the way it did on any ticket, then use it to identify what to change when a response doesn't meet your expectations. Direct feedback — rate AI Agent's responses on closed tickets to influence how it handles similar conversations going forward.
  2. [2] Gorgias Pricing - AI-Powered Ecommerce CX Platform Plans

    https://www.gorgias.com/pricing

    Retrieved 2026-10-22T21:48:35.839716+00:00

    Starter For smaller brands getting started on one platform. $40/mo Billed monthly · cancel anytime Included 50 tickets / month 30 automated interactions Helpdeski$10/mo AI Agenti$30/mo Start free trialMonthly billing only
  3. [3] Gorgias Pricing - AI-Powered Ecommerce CX Platform Plans

    https://www.gorgias.com/pricing

    Retrieved 2026-10-22T21:48:35.839716+00:00

    AI Agent (included on every plan) Per automated interaction $1.00 $0.90 $0.90 $0.85 Pre-trained on 18+ verticals
  4. [4] How Much Does Gorgias AI Agent Cost?

    https://www.gorgias.com/blog/ai-agent-pricing

    Retrieved 2026-10-22T21:48:35.840157+00:00

    AI Agent is priced per resolved interaction, not per seat or per message. You only pay when the AI fully resolves a conversation on its own. Most plans are $0.90 per resolved interaction. Starter plans begin at $1. Plans include 90 to 2,500+ automated interactions per month. If you go over your plan, overage fees apply per additional interaction. Rates vary by tier and are lower on annual plans. Your automation rate emerges from usage over time.… [excerpt]
    Read full source quote
    AI Agent is priced per resolved interaction, not per seat or per message. You only pay when the AI fully resolves a conversation on its own. Most plans are $0.90 per resolved interaction. Starter plans begin at $1. Plans include 90 to 2,500+ automated interactions per month. If you go over your plan, overage fees apply per additional interaction. Rates vary by tier and are lower on annual plans. Your automation rate emerges from usage over time. Start by estimating your ticket volume and pick an interaction allotment that fits. AI Agent runs on email, chat, and SMS, and includes tone of voice customization, Actions, multi-language support, vision, and performance reporting.
  5. [5] How Much Does Gorgias AI Agent Cost?

    https://www.gorgias.com/blog/ai-agent-pricing

    Retrieved 2026-10-22T21:48:35.840157+00:00

    If you're on a Support + Shopping Assistant plan, the overage rate is $1.50 per interaction across all paid tiers. If you're on a Support-only plan, rates range from $1.00 to $2.00 per interaction on monthly plans, and $0.83 to $1.67 on annual plans, depending on your tier.
  6. [6] How you're billed for using GorgiasUntitled

    https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385

    Retrieved 2026-10-22T21:51:57.091733+00:00

    When you use Gorgias, you are charged a fee for each ticket replied to from your helpdesk, plus an additional outcome-based fee (on top of your ticket fee) for conversations successfully automated by AI Agent (applicable only if you subscribe to AI Agent). The actual cost of each ticket or automation depends on your subscription tier. Visit the Billing & usage page to review the details of your plan. The following table describes when a ticket fe… [excerpt]
    Read full source quote
    When you use Gorgias, you are charged a fee for each ticket replied to from your helpdesk, plus an additional outcome-based fee (on top of your ticket fee) for conversations successfully automated by AI Agent (applicable only if you subscribe to AI Agent). The actual cost of each ticket or automation depends on your subscription tier. Visit the Billing & usage page to review the details of your plan. The following table describes when a ticket fee or an automation fee is applied to a ticket. FeeDefinition Helpdesk ticket fee A fee applies to any ticket with at least one message sent from your Gorgias helpdesk — whether the message is sent by a human agent, AI Agent or an automatic message from a Rule. A helpdesk ticket can come from the following channels: Email, Chat, Contact Forms, and integrations with social channels like Facebook, Instagram and WhatsApp. Learn more about billable tickets. Automation fee (if you subscribe to AI Agent) An additional outcome-based automation fee applies when AI Agent resolves a ticket without handing over the conversation to a human agent. An automation fee may also apply when a customer inquiry is resolved by an automation feature like Flows, Order Management or Article Recommendations. AI Agent can be deployed on your Email and Chat channels, whereas Flows and Order Management can be added to channels including Email, Chat, your Help Center and Contact Forms. Learn more about automated interactions. An automation fee and a ticket fee may apply to the same ticket only when the ticket is entirely resolved by AI Agent, without human intervention. This means that one ticket can count toward your usage for both helpdesk tickets and automated interactions. For example: You are charged both a ticket fee + automation fee if AI Agent responds to a ticket and does not hand over the conversation to a human agent You are charged only a ticket fee if AI Agent responds to a ticket and does hand over the conversation to a human agent You are charged only an automation fee when an automation feature other than AI Agent (such as Flows, Order Management or Article Recommendations) resolves a customer inquiry without involvement from a human agent
  7. [7] How you're billed for using GorgiasUntitled

    https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385

    Retrieved 2026-10-22T21:51:57.091733+00:00

    Add-on products On top of your core Gorgias Helpdesk subscription, you can subscribe to two add-on products: Voice and SMS. You are charged separately for each of these products based on the number of Voice and SMS tickets that you use. The actual cost for each Voice or SMS ticket depends on your subscription tier. Visit the Billing & usage page to review the details of your plan. Learn more about Voice tickets and SMS tickets. Overage fees All G… [excerpt]
    Read full source quote
    Add-on products On top of your core Gorgias Helpdesk subscription, you can subscribe to two add-on products: Voice and SMS. You are charged separately for each of these products based on the number of Voice and SMS tickets that you use. The actual cost for each Voice or SMS ticket depends on your subscription tier. Visit the Billing & usage page to review the details of your plan. Learn more about Voice tickets and SMS tickets. Overage fees All Gorgias subscriptions include a baseline number of billable tickets and automated interactions, based on your tier. You are charged overage fees if you exceed the usage limits associated with your subscription or add-ons. The actual cost of overage fees depends on your subscription tier.
  8. [8] How you're billed for using GorgiasUntitled

    https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385

    Retrieved 2026-10-22T21:51:57.091733+00:00

    Automated interactions An automated interaction occurs when a customer issue or request is fully handled by AI Agent or another automation feature including Flows, Order Management and Article Recommendations. An interaction is considered automated if the customer does not require the involvement of a human agent within 72 hours of the interaction.
  9. [9] How you're billed for using GorgiasUntitled

    https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385

    Retrieved 2026-10-22T21:51:57.091733+00:00

    Legacy pricing for AI Agent subscribers Legacy pricing applies to Gorgias accounts that were created prior to May 28, 2025, and that have not yet subscribed to AI Agent AND upgraded their subscription to use Shopping Assistant skills. If your subscription is based on legacy pricing, a ticket is either counted toward your usage for helpdesk tickets or automated interactions, but not both. This means that you are charged a ticket fee or an automati… [excerpt]
    Read full source quote
    Legacy pricing for AI Agent subscribers Legacy pricing applies to Gorgias accounts that were created prior to May 28, 2025, and that have not yet subscribed to AI Agent AND upgraded their subscription to use Shopping Assistant skills. If your subscription is based on legacy pricing, a ticket is either counted toward your usage for helpdesk tickets or automated interactions, but not both. This means that you are charged a ticket fee or an automation fee based on the outcome of a ticket. Learn more about how you’re charged for usage on legacy pricing.
  10. [10] Set the language AI Agent replies inUntitled

    https://docs.gorgias.com/en-US/set-the-language-ai-agent-replies-in-5414440

    Retrieved 2026-10-22T21:48:58.507515+00:00

    By default, AI Agent detects the language a customer writes in and replies in the same language. You can also configure AI Agent to always reply in one fixed language instead. This article covers: How reply language works by default How to set a fixed reply language Understand the default behavior When no language is configured, AI Agent reads the customer's message and replies in the same language. If a customer writes in French, AI Agent replie… [excerpt]
    Read full source quote
    By default, AI Agent detects the language a customer writes in and replies in the same language. You can also configure AI Agent to always reply in one fixed language instead. This article covers: How reply language works by default How to set a fixed reply language Understand the default behavior When no language is configured, AI Agent reads the customer's message and replies in the same language. If a customer writes in French, AI Agent replies in French. If they write in German, AI Agent replies in German. This applies across email, chat, and SMS.
  11. [11] Chat: Make chat available in multiple languagesUntitled

    https://docs.gorgias.com/en-US/chat-make-chat-available-in-multiple-languages-7278175

    Retrieved 2026-10-22T21:51:57.092060+00:00

    Gorgias chat integrations and automation features like flows, article recommendations and order management can be configured in multiple languages so that visitors to the store or website where chat is installed are shown content in the language that matches their browser language. Gorgias supports the following languages: English (US) French (FR) French (Canada) Spanish Danish Swedish Italian Dutch German Norwegian Czech Brazilian Portuguese Eng… [excerpt]
    Read full source quote
    Gorgias chat integrations and automation features like flows, article recommendations and order management can be configured in multiple languages so that visitors to the store or website where chat is installed are shown content in the language that matches their browser language. Gorgias supports the following languages: English (US) French (FR) French (Canada) Spanish Danish Swedish Italian Dutch German Norwegian Czech Brazilian Portuguese English UK Japanese Finnish
  12. [12] Gorgias: AI Helpdesk & Chat - Save time with AI customer support and live chat. | Shopify App Store

    https://apps.shopify.com/helpdesk

    Retrieved 2026-10-22T21:48:35.840447+00:00

    All charges are billed in USD. Recurring and usage-based charges are billed every 30 days.