Gorgias
A customer service helpdesk built for e-commerce stores. It brings email, chat, SMS, WhatsApp, Instagram and Facebook messages into one inbox, shows each customer's order history alongside the ticket, and includes an AI Agent that answers common questions and performs actions such as order changes.
● Use Cases
- →Answering order status questions automatically
- →Processing refunds and order edits from inside a ticket
- →Handling Instagram and Facebook comments in one inbox
- →Recommending products through website chat
- →Measuring support team workload and response times
● Tags
● Listed In
About Gorgias
What is Gorgias?
A customer service helpdesk built for e-commerce stores. It brings email, chat, SMS, WhatsApp, Instagram and Facebook messages into one inbox, shows each customer's order history alongside the ticket, and includes an AI Agent that answers common questions and performs actions such as order changes. Gorgias is a specialised AI tool in the Support category that applies machine learning to automate, enhance, or augment tasks in this domain.
Gorgias fits Australian online retailers running Shopify stores. AI Agent answers about returns, refunds and warranties must match your obligations under the Australian Consumer Law, including statutory consumer rights that cannot be excluded, so review its knowledge base carefully. SMS and marketing follow-ups must comply with the Spam Act 2003. Customer conversations contain personal information under the Privacy Act 1988, so check data hosting and retention settings. Consider support hours across Australian time zones when setting escalations.
How Australian Businesses Use Gorgias
Australian businesses use Support AI tools to reduce manual workload, improve output quality, and operate more efficiently. The specific applications vary by organisation but typically focus on the most time-intensive processes in this category.
Key Features
- ✓Unified inbox for email, chat, SMS, WhatsApp and social messages
- ✓Shopify order details and actions shown inside each ticket
- ✓AI Agent answers common questions and performs order changes
- ✓Macros and rules automate tagging, routing and replies
- ✓Website chat with product recommendations
- ✓Reporting on ticket volumes, response times and revenue impact
Best For
- →Shopify retailers with growing customer service volumes
- →E-commerce brands handling enquiries across social channels
- →Small support teams wanting automation for order status questions
Pros & Cons of Gorgias
✓ Strengths
- +Deep Shopify integration shows orders inside each ticket
- +Pricing by ticket volume suits teams with many agents
- +AI Agent can take actions, not just answer questions
- +Covers social, chat, email and messaging channels
⚠ Limitations
- –Best fit for Shopify; other platforms get less depth
- –AI usage costs add to the base plan
- –Busy seasons can push you into higher ticket tiers
- –AI answers need careful setup to reflect your policies
Pricing
Paid plans are priced mainly by ticket volume rather than per agent, and AI Agent usage is billed on top based on automated conversations. There is a free trial. Check gorgias.com/pricing for current plans and how automated interactions are counted.
Details checked against the vendor's website in October 2026. Pricing changes often, so confirm current plans at gorgias.com.
Data Residency & Privacy in Australia
Gorgias's security page says it runs on Google Cloud infrastructure, but it does not publish an Australian hosting region or a regional data residency option. Customer conversations include names, addresses and order details, so ask which region your account uses, which AI sub-processors handle AI Agent conversations, how long data is kept, and whether conversations are used to improve models.
Need AI that keeps client data onshore? See private AI hosted in Australia.
Integrations & Compatibility
Gorgias integrates with the tools and platforms your team already uses:
Getting Started with Gorgias in Australia
Gorgias is available directly at gorgias.com. Sign up for a trial or free tier to evaluate the tool for your specific use case. Identify one clear workflow to start with, measure results over 30 days, and expand from there. Reach out to the vendor's support team for onboarding guidance.
Outside help is most useful when the tool has to connect to existing systems, handle personal information, or be rolled out to a whole team. AI Lab Australia works with businesses across Sydney, Melbourne, Brisbane, Perth and Adelaide on that setup.
Alternatives to Gorgias
If Gorgias is not the right fit for your workflow, these tools serve a similar purpose and are worth evaluating:
More AI Customer Support Tools
See all ai customer support tools →Frequently Asked Questions About Gorgias
Does Gorgias work for Australian Shopify stores?
Yes. Gorgias is built around Shopify and is used by online retailers in many countries, including Australia. Set business hours and escalation rules for Australian time zones, and make sure AI Agent responses on returns and warranties reflect consumer rights under the Australian Consumer Law rather than US-style policies.
How is Gorgias priced?
Plans are priced mainly by monthly ticket volume rather than the number of agents, which suits teams with several part-time staff. AI Agent usage is charged on top for automated conversations. Busy periods such as end-of-year sales can push you into higher tiers, so model peak volumes.
Can Gorgias AI Agent process refunds automatically?
It can perform actions such as order changes and cancellations once configured, within the rules you set. Limit automated refunds to clear cases, log what it does, and keep staff reviewing exceptions, because refund decisions affect consumer rights and revenue.
Ready to Implement Gorgias?
AI Lab Australia helps Australian businesses choose, set up and connect tools like Gorgias to the systems they already run, with privacy and data handling sorted before rollout.