What Gorgias is
A support platform that knows what the customer bought. Email, on-site chat, social messages and FAQs come into one workbench, with order and customer context attached to the conversation.
An AI agent handles the questions that repeat most: where is my order, how do I return this, what should I buy.
What you can do with it
- Unify support channels in one inbox
- Let an AI agent answer common questions
- See order and customer context in the ticket
- Handle returns and exchanges
- Recommend products in a support conversation
- Automate repetitive tickets and report on volume
Who it is for
- Shopify and direct-to-consumer brands
- E-commerce customer service teams
- Operations leads handling growing ticket volume
- Merchants wanting support and sales connected
What to watch out for
- Automated replies carry your brand: set escalation and review rules
- Customer data and order history need access control and retention rules
- AI answers about returns or refunds must match your actual policy
- Check marketplace or platform rules if you sell through third parties
Pros & cons
✓ What we like
- E-commerce context built in
- Several channels in one workbench
- AI handles repetitive tickets
- Platform integrations
! What to watch out for
- Automated replies need review rules
- Customer and order data needs access control
FAQ
What is it for?
Pre-sales and after-sales support for e-commerce, with multi-channel messages managed centrally.
What can the AI handle?
Common standard questions such as order status, delivery progress, return rules and basic product recommendations.
Who is it for?
E-commerce brands whose customer service already revolves around orders, shipping and returns.
Last reviewed: 2026-09-15
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