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AI agent for Gorgias

An AI agent inside Gorgias. Deployed at your pace.

Aide drafts on every Gorgias ticket, answers chat and email once you take an inbox live, and resolves Shopify orders, refunds and returns. Your team decides, topic by topic, whether Aide drafts or replies.Powered by the Agent Governance Engine: every reply is checked before it is sent, and anything Aide shouldn't answer goes to your team.
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Every topic, resolved inside Gorgias
Where is my order?Address changesCancellationsReturnsCustomer photosTimeline questionsPeak seasonTopics as tags or a fieldWhere is my order?Address changesCancellationsReturnsCustomer photosTimeline questionsPeak seasonTopics as tags or a fieldWhere is my order?Address changesCancellationsReturnsCustomer photosTimeline questionsPeak seasonTopics as tags or a field
Outcome tags for your viewsRemove an unshipped itemAdd an order noteContact forms answered by emailHandoffs with contextDrafts from your macrosMessages moved out of spamOutcome tags for your viewsRemove an unshipped itemAdd an order noteContact forms answered by emailHandoffs with contextDrafts from your macrosMessages moved out of spamOutcome tags for your viewsRemove an unshipped itemAdd an order noteContact forms answered by emailHandoffs with contextDrafts from your macrosMessages moved out of spam
$0
To connect Gorgias
The Gorgias integration is on every plan, Free included. No card to start.
3 AI levels
Set topic by topic
AI Agent, Drafts or None. Every new topic starts at Drafts.
Drafts on
From the moment you connect
Drafts appear on new tickets as internal notes and in the Aide card. Nothing reaches customers until you take an inbox live.
Trusted by customers on
Gorgias logoGorgiasOn the App Store
Shopify logoShopify★★★★★5.0 rating
I don't necessarily think that there's any company out there who has so far done a really good job of really providing true agentic experiences, at least on a wide scale, like in e-commerce. That being said, products like Aide have done a fantastic job. It's like, we focused on this one thing and it's knocking it out of the park.
BartesianCustomer story
Really great approach and strong answers out of the box. Ability to grow into your AI journey at your own pace starting with suggested responses, macro suggestions or precanned messages and then slowly automate once you're confident.
Marketplace reviewZendesk
We have been working with Aide for some time now and they have been exceedingly responsive and helpful to our needs. Throughout the process, the Aide team has taken our feedback well and made this as smooth as possible.
Wicked ClothesShopify
AI agents for Gorgias

Built for the tickets in your Gorgias queue

Aide reads the live Shopify order before it writes and acts on it inside the rules your team sets. Topics at Drafts get a draft instead.

Aide reads the order and its tracking before it writes a word, so every 'Where is my order?' ticket gets the real delivery status. A split order gets every package, tracked on its own.
Customer
Where's my order #5217? It's been four days and the tracking hasn't moved.
Aide
Order #5217 left the carrier facility this morning and is out for delivery today. Here is your tracking link, which updates as the courier moves.
✓Tracking read from Shopify and the carrier · Order #5217

Aide checks whether the order has shipped. If there is still time, it changes the street in Shopify and keeps the rest of the address. If not, the ticket goes to your team.
Customer
I just moved and order #4831 is going to my old place. Can you send it to 22 Fraser Ave, Unit 3 instead?
Aide
Done. Order #4831 hadn't shipped yet, so it now goes to 22 Fraser Ave, Unit 3. The new address is on your order.
✓Shipping address updated in Shopify · Order #4831

An order that hasn't shipped is cancelled in Shopify and the customer is told what happens next. The refund waits for a teammate, and the Aide card shows it waiting.
Customer
Ordered the wrong machine last night. I need to cancel order #7203 before it ships.
Aide
I've cancelled order #7203 before it shipped. The refund to your original payment method is with our team for approval, and you'll get an email as soon as it's issued.
✓Order cancelled in Shopify · Refund awaiting approval

With returns on, Aide starts a Shopify return inside your window, skips tags you exclude such as final-sale, and creates a request your store approves. Loop and AfterShip stores get a portal button.
Customer
The glassware set from order #6120 isn't for me. Can I still return it?
Aide
Yes. It was delivered 12 days ago, inside the 30-day window. Shall I start a return for 1 x Glassware Set from #6120, reason: not as expected?
✓Return offered under your Shopify return rules · Waits for the customer's yes

A damaged item, a fit check: Aide looks at the photos on the ticket while it drafts, says only what a photo shows, and leaves the rest to your teammate.
Customer
Here are two photos of the boots on. Do these look like the right size?
Aide draft
Thanks for the photos. They look a touch long in the toe, while the width and lacing look right. Our sizing guide suggests half a size down for a closer fit.
✓Draft written as an internal note · Photos read, not stored

On topics set to Drafts, the reply is waiting in the Aide card when your agent opens the ticket. One macro, Aide: insert draft, puts it in the reply box with its formatting.
Customer
We need these for an event on the 24th. If I order today, will they arrive in time?
Aide draft
Orders placed today are on track for the 24th at our current production timeline. To be safe, approve your artwork by Thursday and choose expedited shipping at checkout.
✓Draft in the Aide card · Sent by your team

Aide answers right away, so a promotion spike or Black Friday never turns into a two-week backlog. Your team keeps the tickets that need a person.
Customer
It's Black Friday and I accidentally ordered twice. Can you cancel the duplicate, order #9982?
Aide
Order #9982 hadn't shipped, so I've cancelled it and sent the refund to our team for approval. Your other order, #9981, is still on track.
✓Duplicate order cancelled in Shopify · Refund awaiting approval
Aide is the AI platform for customer service, built for ecommerce brands. It works inside Gorgias and does not replace it: your rules, macros and views keep working.
Runs inside Gorgias

Built into Gorgias, not bolted on

Your team keeps working in Gorgias. Aide reads every chat, email and messaging integration and does its work on the ticket.

Every integration is an inbox

Each chat, email, SMS, messaging and contact form integration gets its own rollout in Aide.

Your help center, imported

Import your Gorgias help center, so every answer comes from your own articles.

The Aide card

The draft, topic, sources, recent orders and any action waiting for approval, beside every ticket.

Drafts from your macros

Aide learns which macros your team sends for which situations, and drafts from them.

Topics on every ticket

Written back as tags or a ticket field such as contact reason. A value your team set is kept.

Steps aside for people

Once a teammate has replied, Aide only drafts on that ticket.
Drafts

AI drafts responses. Your team hits send.

Not ready to let AI talk to your customers? Don't. The reply is already written when your agent opens the ticket, grounded in your knowledge and the live order. They insert it with one macro, edit and send.

When a topic's drafts stop needing edits, move it to AI Agent and Aide answers it in the inboxes you've taken live. Keep anything sensitive at Drafts as long as you like.

Aide writes like your team: on a new account it reads your past replies and writes its own style guide.

Customer
Hi, my tracking has said 'label created' for five days now. Did my order actually ship?
Internal note · Only your team sees this
Thanks for checking in. Your order left our warehouse yesterday and the carrier scanned it this morning, so the tracking page will catch up within a few hours. It's still on schedule for delivery Thursday.
Draft grounded in: order #8317, live carrier tracking, your shipping policy
Insert draftSend replyYour agent decides
Gorgias Shopify integration

Gorgias and Shopify, on the same ticket

Connect your Shopify store and Aide reads the customer's orders on every Gorgias ticket, then acts on them for verified shoppers within your rules.

Orders in the Aide card

The customer's Shopify orders sit beside the ticket, with the draft and topic.

Order actions

Cancel, refund, change the shipping address, remove an unshipped item or add a note.

Refunds on approval

A refund Aide offers waits on the ticket until a teammate approves or rejects it.

Live tracking

Every package of a split order, tracked from UPS, FedEx and Shopify.

Returns under your rules

Once you turn returns on, Aide follows your Shopify window, excluded tags and reasons.

WooCommerce, read-only

Aide reads WooCommerce orders, products and customers. Order actions are Shopify only.
Getting started

Set up in minutes, no engineering

Install Aide from the Gorgias App Store or connect it from Aide. No migration, no replatforming, no change to how your team works.

Gorgias logo
Gorgias

Drafts, replies, tags and ticket fields, right on the ticket.

Shopify logo
Shopify

Live orders and tracking, and order actions for verified customers.

WooCommerce logo
WooCommerce

Orders, products and customers beside the ticket, read-only.

Live carrier tracking

Tracking comes straight from UPS and FedEx, and from Shopify for every other carrier, with the timeline and expected delivery for each package.

UPS logoFedEx logo
Order status in an ERP or a custom production system? Keep those topics at Drafts, or connect your own tools through Aide's API and signed webhooks.
Only if conditions

It checks the facts before it acts

Each procedure can carry Only if conditions your team sets, checked against the live order, the shipment and the ticket. When they are not met, the procedure does not run.

Order exists

Whether the customer has an order, checked before Aide answers.

Order created

Cancellation and change windows, in hours since the order was placed.

Shipment status

Label created, in transit, delivered, exception or not trackable.

Tracking last updated

Stalled tracking, so a possibly lost package gets the right path.

Gorgias tags and fields

Your ticket tags, status and fields, including contact reason.

Topic and confidence

A topic is detected, above a confidence you choose from 80% to 97.5%.
The Agent Governance Engine

Turn on AI for one thing at a time. Not an all-or-nothing switch.

Each topic gets an AI level and each Gorgias inbox gets a rollout. Aide replies only where both allow it.

Test before you deploy

Check a procedure on your last 50 tickets, and replay a past ticket with the draft.

Roll out inbox by inbox

Watch only, then test senders, then a share of tickets, then everyone.

Refunds wait for your team

Every refund Aide offers waits for a teammate. Large refunds need an Owner or Admin.

Audit every action

The Action Trace shows the topic, sources and order action behind every reply.

Frequently asked questions

Aide is an AI agent that works inside Gorgias. It drafts a reply on every ticket, answers live chat and email once you take an inbox live, and resolves Shopify orders, refunds and returns within the rules your team sets.

No. Your team keeps Gorgias, its macros, rules and views. Aide adds drafts, replies where you allow them, topics on every ticket and Shopify order actions.

A ticket Gorgias's AI Agent is handling is left to it. Per inbox you choose: Aide replies with AI Agent off there, AI Agent goes first and Aide drafts after its handover, or Aide only drafts.

Aide sends replies on live chat and email, and answers contact forms by email. On SMS, messaging and social tickets it leaves drafts as internal notes.

Yes, with Shopify connected: it can cancel, refund, change the shipping address, remove an unshipped item, add a note and start a return. Order actions are Shopify only; WooCommerce orders are read-only.

Yes, Aide does. When it drafts on a Gorgias ticket, it reads the customer's Shopify order and the live tracking of each package, including every package of a split order. The draft in the Aide card gives the actual delivery status and expected delivery, ready for your agent to check and send.

Aide is priced per AI reply: each customer message Aide writes a reply or a draft for counts once, sent or not, and your team's own replies are never counted. Free includes 150 AI replies a month; Starter, Pro and Scale include 1,000, 4,000 and 15,000, with a usage projection and alerts before you reach the limit.

Yes. Aide detects the language of each conversation and answers in it.

Set it up

Gorgias guides and comparisons

E-commerce CX concepts

The topics and workflows Aide handles in Gorgias, defined term by term.

Make Gorgias agentic, one topic at a time

Connect Gorgias on any plan and see Aide's draft on your next ticket.

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