Gorgias

Set up an AI agent for Gorgias. It drafts or sends replies, checks Shopify orders, tags and routes tickets, and learns from your macros and past tickets.

eesel's AI agent for Gorgias works inside your Gorgias tickets, email and chat alike. It drafts or sends replies, leaves internal notes, tags, assigns and closes tickets, and checks your customer's Shopify orders.

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, plus anything else you connect, such as Shopify, Notion, Google Drive or your website, 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.

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.

Set up eesel in Gorgias

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. Use the address your customers actually visit. Gorgias often picks that address itself, and it may not match your Gorgias subdomain.

• 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:

	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

You stay in control the whole way. Adjust your AI agent's access to knowledge and its action permissions to your liking. See Actions and Approvals.

A chat bubble handover uses two of these, Create ticket and Add tags. See Chat bubble.

Limitations

• It can't switch off Gorgias's auto-responder. It ignores those messages, but turn the auto-responder off yourself to avoid two automated replies.

• No separate new-ticket event. A customer sends a message fires on new tickets and on every later customer reply.

• Internal notes only wake it with @eesel. A plain internal note from a teammate does not start it.

• The help center address must be the real one. Gorgias usually picks its own help center address, so check it if only one or no articles sync.

• Quick start is help center only. Macros, tickets, triggers and actions need the full connection.

• One trigger per automation. The trigger event is fixed when the automation is created, so each trigger needs its own automation.

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. If the Help Center source shows no articles, or one article titled "404", eesel read the wrong address. Give it the address your customers use, which may be a gorgias.help address that does not match your subdomain, or your own domain. For the full connection, make sure you have admin or owner rights in Gorgias, then disconnect and reconnect.

FAQ

How do I add an AI agent to Gorgias?

Ask your eesel agent in chat to connect Gorgias, approve the link it gives you in Gorgias, then ask it to create an automation. There is no Gorgias app or chatbot to install.

If you are already signed in to Gorgias as an admin, the approval goes through without a further prompt. A good first automation is "leave a draft reply as an internal note on every new ticket". Your help center, macros and recent tickets sync on their own after you connect. Learning from past tickets and macros needs 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. The steps are in Set up eesel in Gorgias.

Does the Gorgias AI agent send replies on its own, or draft them for review?

Either, depending on how you set it up. It can leave a draft as an internal note, draft a reply for a person to check, or send directly, and it does nothing until you create an automation and enable an action.

Connecting only gives your agent access to your sources, so you can test with a human in the loop first. 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. Many teams start with internal notes, then move to sending replies once they're happy.

Can I limit which Gorgias tickets the AI agent handles?

Yes. Describe the tickets you want in plain language in the automation's instructions, for example "only refund and shipping tickets, skip anything tagged spam", and the agent only runs on the ones that match.

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.

Does the Gorgias AI agent work with Shopify?

Yes. If your Shopify store is connected to Gorgias, your agent sees a summary of the customer's recent orders on each ticket.

Connect Shopify to eesel as well and it can look up order status and product details live while it handles the ticket.

Can I connect Gorgias to Claude or ChatGPT?

Yes, through eesel. Once Gorgias is connected, you can talk to your eesel agent from Claude, ChatGPT or Cursor, and it works with your Gorgias tickets and knowledge.

See Use eesel from Claude and other assistants, Use eesel from ChatGPT and Claude Code and MCP clients.

What reporting do I get for the Gorgias AI agent?

The Activity page lists every ticket your agent handled or skipped, and the Reports page shows volume, triggers and approvals over time.

Each Activity entry shows what it searched, each action it took, who approved it, and its reasoning. You can also ask your agent for a written report, or put one on a schedule.

Does the Gorgias AI agent handle Gorgias chat?

Yes, with nothing extra to set up. Gorgias chat conversations arrive as ordinary tickets, so the same triggers, filter and actions you use for tickets handle chat too.

Can the Gorgias AI agent read 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 the Gorgias AI agent's 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.

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 choosing what your agent may do

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

• Set up from Claude Code or the terminal