Customer Support and Voice AI
AI receptionist for small business: calls, bookings and handoffs
What an AI receptionist does on a real call, the rules that apply, a sample greeting and a pass/fail checklist to launch one safely.
Front Line
AI Customer Support Agent for Gorgias
Gorgias tickets about products, policies and orders answered with the linked Shopify order in view, inside your refund and return rules.
Shoppers want to know where their order is, whether they can swap a size and how returns work, and they want it now. This edition works in your Gorgias helpdesk, reads each ticket alongside the customer profile and linked Shopify orders, answers from your store policies and macros, and takes approved order actions within the limits you set.
- Shopper tickets answered with the linked Shopify order in view
- Approved order actions taken inside your return and refund limits
- Tickets that need judgment passed to your team with context
$6,900
20–30 working days
Optional maintenance $345/mo
What it is
AI Customer Support Agent for Gorgias works in your Gorgias helpdesk, reading each ticket alongside the customer profile and linked Shopify orders, answering from your store policies and macros, and taking approved order actions within the limits you set. Tickets needing judgment go to your team with context. Refund and return limits are always yours to set.
Why businesses buy it
For a Shopify brand, support volume rises exactly when you can least afford slow replies: launches, sales and the holiday season. Agents spend most of that time looking up orders and pasting macros. This edition does the lookup and the routine reply in one step, inside the limits you set, so shoppers get fast answers and your team handles the cases that need a human touch. The scope names the ticket types, order actions and limits before you order, and everything runs in your own Gorgias account.
Problems this solves
Where-is-my-order tickets bury your Gorgias team after every sale
The agent reads each ticket with the customer profile and linked Shopify orders, then answers from your store policies and macros. Routine order questions close without an agent opening them.
Refunds and returns need limits nobody wants to break
Approved order actions are taken only within the limits you set, and refund and return limits stay yours. Tickets needing judgment go to your team with context attached.
Agents switch between Gorgias and Shopify to answer one ticket
Linked Shopify order details are read inside Gorgias through the documented connection. Replies use your existing macros, so customers hear the answers your team has already approved.
A good fit if
You run a Shopify store on Gorgias and the inbox fills with the same questions about sizing, delivery times, returns and discount codes.
Agents switch between the ticket and the linked Shopify order to answer, and that lookup is most of the work.
Your return, exchange and refund policy has clear limits, so routine cases can be handled without a manager each time.
A Gorgias admin can issue an API key with the admin role and join a 30-minute setup call.
Not the right fit if
Almost every ticket is about where an order is or changing it. See AI Order Support Agent for Gorgias, built around live order data.
You want replies drafted in Gorgias for agents to check and send. See AI Support Copilot for Gorgias.
Your store support runs in Zendesk, not Gorgias. See AI Customer Support Agent for Zendesk.
You sell through more than one store platform and need each connected. Add the Additional Ecommerce Platform Integration, or request a Change Quote.
How it works
- Your Gorgias admin agrees the field mapping on a 30-minute call: which ticket fields, customer data, macros and order details may be read or acted on.
- Store policies, product FAQs and help articles become its knowledge, up to 100 documents, approved by you.
- Each new ticket is read together with the customer profile and linked Shopify orders, so an answer about a return reflects the actual order and its date.
- Routine replies use your Gorgias macros where they fit, and approved order actions follow your playbook limits, across up to six workflows.
- Tickets outside its confidence or your limits are handed to your team in Gorgias with a note, following your escalation rules and support hours.
- Fifty scenarios from your own tickets, covering returns, discount codes and product questions are tested on test records before launch.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- A Gorgias API key with the admin role.
- A Gorgias admin for a 30-minute setup call.
- Your return, exchange, refund and shipping policies, with any limits on amounts or time windows.
- Product FAQs and help articles, plus the macros your team relies on.
- Escalation rules and support hours, and the approver for actions above your limits.
- Ten real tickets showing how shoppers ask, and access to any second system.
- One decision-maker for sign-off; keys are never sent by email.
- A rough count of your current help articles, FAQs and saved replies, so we can check there is enough source content to answer from.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified, Gorgias key tested, ticket and order mapping agreed.
Weeks 1–2
Store policies loaded; reply, macro and order lookup workflows built.
Week 3
Approved order actions and team handoffs connected.
Weeks 3–4
50 shopper ticket scenarios tested on test records.
Week 4
Your review and two rounds of changes.
Go-live
Live in Gorgias, recorded handoff, support starts.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $6,900 |
| Express | 15–25 working days | $7,950 |
| Rush | 10–20 working days | $8,950 |
What you receive at handover
- The support agent configured inside your Gorgias helpdesk on one agreed channel
- Two-way Gorgias connection with a documented field mapping, plus up to one more system
- Order-action rules and refund limits set as up to six workflows with your approval
- Access through invites or keys you control, with no keys shared by email
- Test report from 50 scenarios on sandbox or test records
- Admin guide, recorded 60-minute handoff session and 30 days of post-launch support
Expected benefits and how to measure them
- Order questions can be answered quickly even during sale peaks.
- Refund and return decisions stay inside limits you chose.
- Agents can focus on customers who need a person.
- Order-status tickets closed by the agent
- Filter Gorgias statistics by the agent's user and the order-status tag. Track weekly totals after launch.
- First response time
- Compare Gorgias first response time for the four weeks before launch with the four weeks after.
- Tickets per hundred orders
- Divide weekly Gorgias ticket count by Shopify order count. Compare the month before and after launch.
Before you start: Record a month of Gorgias ticket volume by tag, first response time and Shopify order count before setup.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build price is paid once. Running costs are roughly $50 to $250 a month for AI model usage and hosting, billed in your own accounts on top of your Gorgias and Shopify plans. Changes to those plans are outside this build.
Usage during the build and testing is also billed to your accounts.
Ask about running costsCustom requirements
A second store, data outside the agreed mapping, a second channel such as Instagram DMs, or a third connected system need a written Change Quote. Add a note at checkout and we send it to you. Larger or bespoke projects go through the Custom AI request form instead.
Request a custom versionKeep it running
After launch, monthly maintenance keeps the agent current as your store changes. It covers monitoring, fixes, updates, a health report and change hours for things such as seasonal policies, new product lines or updated macros before sale periods. It starts after the post-launch support period, bills monthly and can be cancelled any month. Unused hours do not roll over.
$345/mo (5% of the build price a month, includes 3 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | A helpdesk automation add-on bills per automated ticket | An outsourced CX team bills per agent each month | Ours is one fixed price, shown on this page before you buy |
| Order context | May answer without checking the order | Agents look orders up by hand | Ours reads the linked Shopify order on every ticket |
| Refund limits | Often leaves every refund to a person | An agency build depends on what was agreed | Ours acts only inside the limits you set |
| Delivery | Rules need building and tuning yourself | An agency usually takes several weeks, set per project | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
Does the Gorgias agent see the customer's Shopify orders?
Yes. It reads the Shopify orders linked to the customer in Gorgias, as agreed in the field mapping. That means a return or delivery question is answered against the real order, its items and its date, rather than a general policy statement.
Can it process a return or refund in Gorgias?
Only within the limits in your playbook and the agreed mapping, such as a maximum amount or a return window. Anything above those limits, or that needs judgment, goes to the approver you name with the ticket, order and conversation attached.
How does it handle discount code complaints?
It checks the question against your published discount rules and the linked order, then explains why a code did or did not apply. If your playbook allows a goodwill gesture within a limit it can offer one; otherwise the ticket goes to your team with a note.
What does AI Customer Support Agent for Gorgias cost?
The build price, with the express and rush options, is shown in the price and delivery panels on this page, so you know the full figure before you buy. Running costs of roughly $50 to $250 a month are paid in your own accounts, alongside your Gorgias and Shopify plans.
Can we update the knowledge before a big sale period?
Yes. Seasonal shipping cut-offs, sale terms and new products are typical maintenance changes. Monthly maintenance includes change hours every month, so you can refresh policies and macros well ahead of a peak period. It also covers monitoring, fixes, updates and a monthly health report. Unused hours do not roll over, so plan changes early.
What Gorgias access does our admin provide?
A Gorgias API key with the admin role and 30 minutes for the setup call, where you agree which tickets, customers, macros and linked order data are read or updated. The key is used only within that mapping and never travels by email.
Guides on this topic
All guides Answer shoppers with their order already in view.
Order the AI Customer Support Agent for Gorgias and answer shoppers with their order already in view. Order actions and limits are agreed in writing before you pay.
Works well with
Front Line
AI Order Support Agent
Answers order status, delivery and change requests using live order data.
Support Operations
AI Support Copilot
Drafts replies and surfaces relevant articles for human agents inside the helpdesk.