Gorgias

Invite your AI teammate into Gorgias so it drafts or sends replies on ecommerce tickets, looks up orders, tags and routes the rest, and learns from your help center, macros and past tickets.

Gorgias is built for ecommerce support, and your AI teammate works in it like any other agent on your team. It reads your help center, your macros and your past tickets, so it already knows how your team answers before it touches a ticket. Then it picks up tickets the way you tell it to: writing replies for a human to check, answering the routine ones itself, tagging and routing the rest.

You stay in control the whole way. Nothing runs until you create an automation. For each action you then choose: run on its own, ask you first, or stay off.

In this example the agent read the ticket and three of your macros, then drafted the reply as an internal note.

A Gorgias ticket about tracking that has not updated, with the internal note eesel AI left drafting the reply.

Quick start

1

Ask your agent to connect Gorgias

Open the chat in your dashboard and ask it to connect Gorgias. It offers two ways to connect, and asks for what that way needs. Quick start needs a help center URL. A full connection needs your subdomain. Prefer to click? Integrations in the left sidebar has the same options.

The agent offers two ways to connect Gorgias.

2

Choose Quick start or Full connection

• Quick start. Give your public help center URL (for example https://yourcompany.gorgias.com/hc/en-us) and it reads your articles. No sign-in, but no tickets, macros, triggers or actions.

• Full connection. Give your subdomain, authorize eesel in Gorgias, and everything unlocks: past tickets and macros as knowledge, triggers, and actions.

Start with either. You can move to a full connection later and keep everything.

Connecting more than one Gorgias account

You can connect several Gorgias accounts to one workspace. Connect each one the same way. When more than one is connected, your agent asks which account you mean, or you name it in the request. Each automation belongs to one account.

Already use Gorgias auto-replies? Your agent cannot switch Gorgias's auto-responder off. It ignores those automated messages instead. Gorgias often posts one right after the customer writes, such as a wait-time notice on a chat contact form. Your agent looks past it and still treats the customer as the last person to speak, so a waiting customer gets an answer. To avoid two automated replies on one ticket, turn the auto-responder off in Gorgias.

3

Approve it in Gorgias

Your agent hands you a link. Open it and approve the connection in Gorgias. If you are already signed in as an admin, it approves without a further prompt.

The agent posts the approval link in the chat.

Once you approve, your agent notices the connection on its own. It confirms in chat and starts downloading your content.

The chat confirms Gorgias is connected.

This approval is the one step a person has to do in the browser. If an AI agent is doing the setup for you, it hands you the link and waits.

4

Check what it can read

Back in the dashboard, Integrations > Gorgias shows the connection and its sources, each with its own toggle. Each source shows a document count once its sync is done. From a terminal, eesel status lists the integration as connected with its source counts.

Each source has its own toggle and its own document count.

5

Create your first automation

Connecting alone does not start your agent. It needs an automation first. Tell it what to handle and it creates an automation. An automation is a Gorgias trigger plus instructions. In the instructions you describe which tickets it should handle and what to do with them. It leaves the rest alone.

Ask in chat for the automation you want, and the agent builds it.

It shows up on your Automations page, switched on and ready. From a terminal, eesel automations lists it as on.

The new automation on your Automations page, switched on.

Open the automation to see or change what it does. Gorgias has no dedicated new-ticket event, so the agent uses A customer sends a message, which fires on every new ticket too. The trigger event is fixed when the automation is created. So a new automation is required for each different trigger event.

The automation editor, where you change the instructions it follows.

6

Check automation work in Gorgias

Open Gorgias and look at the next ticket that comes in to see what the automation did there. In this example it left a drafted reply as an internal note, signed by eesel AI, for a teammate to review and send.

The drafted reply waiting as an internal note on the ticket.

From Claude Code, Cursor or a terminal. The same setup works as commands: eesel login, then eesel integrations connect gorgias (a person approves it in the browser; if the receipt has no link, ask eesel chat for one), eesel integrations download start to copy your sources in, and eesel automations to see and switch on the automations. Trigger keys for this page are in the Triggers table below. Full command reference: The eesel CLI. Step-by-step: Set up from Claude Code or the terminal. From an MCP client: Claude Code and MCP clients.

Sources, triggers and actions

Sources

Sources are what it learns from:

Source	Description	Requires
Help Center	Your published Gorgias help center articles	Quick start or Full connection
Macros	Your team's saved responses. Choose which ones it learns from	Full connection
Tickets	Your past tickets. The first import is a sample of up to 1,000 recent tickets. Ask your agent, or set a filter, to import more	Full connection

Every other integration on the agent is also a source, and Gorgias pairs especially well with Shopify: connect both and your agent checks order status and product details while it handles tickets. See Integrations.

Triggers

Triggers are the Gorgias events an automation can run on:

Trigger	Fires when	Best for	Key
When a customer sends a message	A customer replies publicly on a ticket	Full automation	gorgias_ticket_commented
Call @eesel in an internal note	A teammate mentions @eesel in an internal note	On-demand help	gorgias_eesel_mentioned

Gorgias chat conversations arrive as ordinary tickets. The same automations and the same instructions cover them, so there is nothing extra to connect.

Actions

Actions are what it can do, each set to run on its own, ask you first, or stay off:

	Action	What it does
Respond	Send ticket reply	Sends a reply to the customer
	Leave internal note	Adds a private note only your team sees. Start here: the agent drafts, a human sends. Every note ends with a short "Left by eesel AI" line linking to the run in your dashboard
	Draft ticket reply	Writes a reply and holds it for a person to approve. Nothing reaches the customer until someone approves it in the dashboard
Manage	Add tags	Adds tags to the ticket
	Create ticket	Creates a new ticket
	Assign to teammate	Assigns the ticket to a specific person
	Close ticket	Marks the ticket as solved
	Update ticket fields	Sets fields on the ticket, including custom fields like Product or Issue type
Look up	Read ticket / Search tickets	Reads a ticket's full history, and finds tickets by subject, body, customer or id
	Get customer	Looks up a customer's details

A chat bubble handover uses two of these, Create ticket and Add tags, and both start on Needs approval like every write. For the handover to run without a person, switch on those two and leave the rest as they are. See Chat bubble.

Troubleshooting

Agent not picking up tickets?

Check the automation is enabled on the agent's Automations page, its instructions cover the tickets you expect, the Gorgias connection is still authorized, and at least one action is enabled. The customer-message trigger fires on public customer replies, not on internal notes or agent messages.

Customers getting two automated replies?

Your agent cannot stop Gorgias's auto-responder. Turn that auto-responder off in Gorgias if you only want one automated reply. Your agent does not treat a Gorgias auto-reply as an answer to the customer, so it still replies when a Gorgias automated message is the newest one on the ticket.

Macros or Tickets greyed out?

These sources need a full connection. If you connected with Quick start (help center URL only), switch to a full connection to unlock macros, tickets, and actions.

Help Center not syncing, or full connection failing?

Check the help center URL is correct and publicly accessible and articles are published. For the full connection, make sure you have admin or owner rights in Gorgias, then disconnect and reconnect.

FAQ

How do I keep a human in the loop?

Two ways, and you can use both. Turn on Leave internal note instead of Send ticket reply, so the agent writes a private note your team reads, edits and sends. Or turn on Draft ticket reply, which writes the reply and holds it until a person approves it. Or set any action to ask you first, so the agent shows you exactly what it wants to send and waits. Start with internal notes, then move to sending replies once you're happy. When an action is set to ask you first, the prepared reply shows up in the dashboard with three buttons: Approve runs it once, Always allow stops asking for that action, and Deny discards it.

Does connecting Gorgias start replying to customers automatically?

No. Connecting only gives your agent access to your sources. It won't act until you enable a trigger and an action, so you can test with a human in the loop first.

Can I limit which tickets the agent handles?

Yes. In the automation's instructions, describe the tickets you want in plain language, for example "only refund and shipping tickets, skip anything tagged spam", and what to do with them. The agent only runs on the ones that match, and the automation's activity shows every ticket it skipped, with the reason. You can also set Wait before processing, up to 15 minutes, so your own Gorgias rules and auto-replies run before your agent looks at the ticket.

Do I need to set up Gorgias chat separately?

No. Gorgias chat conversations arrive as ordinary tickets. The same triggers, filter and actions you use for tickets handle chat too.

Can I train the agent on past tickets and macros?

Yes, with a full connection. Toggle the Tickets and Macros sources and choose which ones it learns from. The Help Center source also works with a Quick start (URL only) connection.

Can it see screenshots and attachments?

Yes. When a customer attaches an image or a PDF, a screenshot or a receipt for example, your agent reads it along with the ticket. It looks at up to five attachments per turn. Videos, zip files and other formats are ignored.

Whose name do replies appear under?

Replies and internal notes post as the Gorgias user the connection was authorized with, which is usually the eesel AI agent you set up. To change the name customers see, change that user's name in Gorgias.

How is this billed?

Pay-as-you-go: a ticket your agent handles is one task, however many replies happen on it, and chats you run yourself from the eesel dashboard are free. See Pricing for rates, the annual commitment, and Enterprise.

Related pages

• Helpdesk for the job your teammate takes on in a ticket queue

• Automations and Schedules for triggers, instructions and schedules

• Actions and Approvals for setting each action to run on its own, ask you first, or stay off

• Integrations overview for how sources, triggers and actions fit together

• Set up from Claude Code or the terminal