The Full Gorgias Suite. Fully Optimised.
Fully Yours...
Most Gorgias users activate a fraction of the platform's capability. We unlock all of it — configuring every feature, channel, and automation to work as an integrated, high-performance CX system tailored to your brand.
AI Agent & Automation
Gorgias AI is the most powerful customer support automation available to ecommerce brands — and it's developing rapidly. We configure, train, and continuously refine your AI Agent across all channels, so it resolves tickets instantly, represents your brand accurately, and hands off to human agents only when genuinely needed.
AI Support Agent — intent configuration, knowledge base training, resolution optimisation, confidence threshold tuning
AI Shopping Assistant — pre-sale engagement, product recommendation, cart conversion support
Flows — multi-step automation across Chat, Contact Form and Email channels
Order Management — Shopify-native actions within tickets: refunds, cancellations, edits, tracking
Article Recommendation — automated Help Centre surfacing within conversations
Channels
Your customers reach you across multiple touchpoints. We ensure every channel is configured to the same high standard — consistent, on-brand, and optimised for automated resolution.
Email — shared inbox architecture, routing rules, SLA configuration, signature standards
Live Chat — availability logic, proactive triggers, brand-matched visual design
Help Centre — article architecture, search optimisation, AI knowledge base alignment
Contact Form — structured intake design for richer first-contact information
SMS — setup and automation configuration
Social — Instagram, Facebook DM integration and routing
Voice - Dial into every conversation with a voice channel built for ecommerce
Productivity and operations
The efficiency of your human agents is as important as your automation rate. We optimise the entire agent experience — ensuring every ticket is routed correctly, every response is consistent, and every team member operates at peak efficiency.
Macros — templated response library built around your most common intents, with variable logic and conditional content
Rules — auto-tagging, auto-assignment, priority escalation, SLA triggers, channel-specific logic
Tags & Custom Fields — a structured taxonomy that makes your ticket data genuinely useful
Views — optimised agent queue structures to maximise focus and throughput
Reporting and insight
Data you can act on. We configure Statistics dashboards and bespoke reporting views so you always know how your CX operation is performing — and where to improve.
• Automation rate tracking
• First response and resolution time reporting
• CSAT configuration and trend monitoring
• Channel performance breakdown
• Bespoke client dashboards for senior stakeholder reporting
Integrations
Gorgias works best when it's connected to your full operational stack. We manage integration with Shopify, and advise on and configure connections to your ERP, 3PL, WMS, OMS and other platforms.
• Shopify (native, deep integration — order data, customer history, product catalogue)
• Klaviyo, Attentive, Yotpo, Loop Returns, Recharge and other ecommerce tools
• ERP, 3PL and WMS systems via webhook and API configuration
• Order Editing — seamless post-purchase order modification (via our Elite Partnership)
Take your brand into the Gorgias Automation
top-tier!
Connect to fix up an introductory chat and we'll be thrilled to set the scene, discuss your needs and arrange a free, comprehensive analysis of your current position. We'll provide a no obligation, proposal for your consideration.
