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 Order Support Agent for Gorgias
Order questions arriving in Gorgias get answered from the linked Shopify order, with approved changes made inside your rules.
Your Gorgias inbox fills with the same order questions every morning: where is it, can I change it, can I cancel it. This agent reads the Shopify order linked to each ticket, replies using your own macros, and makes the changes your rules permit. Tickets that need judgment stay with your agents, already tagged and summarized, so they start from context instead of a blank screen.
- Order tickets answered from the linked Shopify order
- Replies written with your approved Gorgias macros and tone
- Judgment calls left for agents, tagged and summarized
$5,900
20–30 working days
Optional maintenance $295/mo
What it is
AI Order Support Agent for Gorgias works inside your Gorgias helpdesk, answering order status, delivery and change requests from the Shopify orders linked to each ticket. It uses your macros, makes approved changes within your rules and leaves the rest for your agents. Every reply and change is logged on the ticket.
Why businesses buy it
In a Shopify store running Gorgias, order tickets crowd out the conversations that really need a person: the gift that must arrive by Friday, the customer about to leave a bad review. Agents spend their shift opening the same order sidebar and pasting the same macro. After launch, routine tickets close with the right order details, and agents get back to the conversations that build loyalty. The Scope Card lists the macros, order actions and approval rules in writing before you buy, so nothing about how it behaves in your helpdesk is left to interpretation.
Problems this solves
Shipping questions crowd out the tickets your Gorgias agents should handle
The agent answers order status, delivery and change requests from the Shopify orders linked to each Gorgias ticket. Your agents can focus on the conversations that need a person.
Macros exist but agents still type order details by hand
Replies use your existing Gorgias macros, filled in with live order data. Customers get familiar, approved wording, and agents stop copying tracking details between browser tabs.
Order changes by automation leave no visible record
Approved changes are made within your rules, and every reply and change is logged on the ticket. Anything outside the rules is left for your agents.
A good fit if
Your support team works in Gorgias, and most tickets concern Shopify orders already linked there.
You keep macros for common order replies and want them used consistently.
A Gorgias admin can provide an API key with the admin role.
Your playbook spells out which order changes are allowed and who approves the rest.
Not the right fit if
You want one agent covering order questions plus broader support topics from your knowledge base. See AI Customer Support Agent for Gorgias.
You want reply drafts and suggested articles for your human agents rather than tickets resolved. See AI Support Copilot for Gorgias.
Your store runs on BigCommerce without Gorgias. See AI Order Support Agent for BigCommerce.
You need more than six workflows or a third system. Add a note at checkout for a Change Quote.
How it works
- A Gorgias API key with the admin role connects tickets, customers, macros and the Shopify orders linked to them, on a mapping agreed with your admin.
- When an order ticket arrives in Gorgias, the agent reads the linked Shopify order and the customer record before replying.
- Replies follow your macros where one fits, so the wording matches what your team already sends.
- Approved changes, inside your playbook and approval limits, are made on the linked order and noted on the ticket.
- Tickets outside its six workflows are left for your team, tagged and summarized, rather than answered by guesswork.
- 50 documented scenarios run on test tickets and orders 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.
- Your Gorgias admin for a 30-minute setup call.
- The macros you want used, and your help articles and policies.
- Your order playbook: allowed changes, refund policy and approval limits.
- Ten real order tickets that show how customers ask.
- Escalation rules, support hours and the approver for changes needing a person.
- One decision-maker for approvals.
- 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 mapping, macros and playbook agreed.
Weeks 1–2
Order workflows and macro use built.
Week 3
Gorgias tickets and linked Shopify order updates connected.
Weeks 3–4
50 test scenarios run on test tickets.
Week 4
Your review and two rounds of changes.
Go-live
Live in Gorgias, mapping documented, handoff recorded.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $5,900 |
| Express | 15–25 working days | $6,800 |
| Rush | 10–20 working days | $7,650 |
What you receive at handover
- The order support agent working inside your Gorgias helpdesk on one agreed channel
- Two-way Gorgias connection with documented field mapping, reading linked Shopify orders
- Up to six order workflows with your approval rules, plus up to one more system
- Access via invites or keys you control, never sent by email
- Test report from 50 scenarios on test records
- Admin guide, recorded 60-minute handoff session and 30 days of post-launch support
Expected benefits and how to measure them
- Delivery and tracking questions can close without agent time.
- Order changes can happen sooner, inside limits you set.
- Every automated action is visible on the ticket for review.
- Order tickets closed by the agent
- Filter Gorgias statistics by the agent's user and order tags. Track weekly totals after launch.
- Resolution time on order tickets
- Compare Gorgias resolution time for order-tagged tickets four weeks before and after launch.
- Agent hours on order questions
- Use Gorgias workload reports to compare time spent on order tickets for the month before and after launch.
Before you start: Export a month of Gorgias ticket counts and resolution times for order-tagged tickets before work starts.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
You pay for the build once. After launch, running costs are roughly $50 to $250 a month in your own accounts for AI model usage and hosting, on top of the Gorgias and Shopify plans you already pay.
Gorgias licenses and upgrades sit outside the build. AI usage during build and testing is billed to you.
Ask about running costsCustom requirements
A third connected system, more than six workflows or custom Gorgias objects outside the mapping need a written Change Quote. Add a note at checkout to get it.
Request a custom versionKeep it running
Optional monthly maintenance covers monitoring, fixes, model and platform updates, a monthly health report and monthly change hours, such as new macros or an updated cancellation rule. It starts after the post-launch support period, bills monthly and can be cancelled any month.
$295/mo (5% of the build price a month, includes 2 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 often bills per resolved ticket | An outsourced team bills per seat | Ours is one fixed price, shown on this page before you buy |
| Replies | Generic templates | Agent-written, varying by person | Ours uses your Gorgias macros |
| Order changes | Limited or manual | Done by hand in Shopify | Ours changes the linked order within your rules |
| Delivery | Switch on fast, tune for weeks | Weeks to recruit and train | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
Does the order agent reply inside Gorgias or somewhere else?
Inside Gorgias. Tickets, customers and macros are part of the two-way mapping, so replies, notes and changes appear on the ticket your team would otherwise handle. Your agents see everything it did, in the place they already work, and can take over any ticket at any point.
How does it use our Gorgias macros?
Macros you approve become the basis for its replies, so order status, delay and change messages read the way your team already writes them. Where no macro fits, it answers from your approved help content. Macro changes after launch can be made within the monthly change hours of maintenance.
Can it change the Shopify order linked to a Gorgias ticket?
Yes, within your playbook. Linked Shopify orders are part of the agreed mapping, so a permitted change, for example an address update before fulfillment, can be made and noted on the ticket. Changes beyond your approval limits go to the approver you named instead.
What Gorgias access does the order agent need?
A Gorgias API key with the admin role, created by your Gorgias admin. We agree the mapping of tickets, customers, macros and linked orders with that admin on a 30-minute setup call. The key stays in your account and can be revoked at any time.
What does the Gorgias order agent cost monthly?
Roughly $50 to $250 a month in your own accounts for AI model usage and hosting, separate from your Gorgias and Shopify subscriptions. Ticket volume moves the figure. We charge nothing per resolved ticket once the one-time build price is paid.
How soon is the Gorgias order agent live?
Delivery runs on a fixed schedule from a verified intake, and the exact date is shown in the delivery panel before you buy, with express and rush options if you need it sooner. The API key, approved macros and order playbook are the intake items to send first, because the build starts from them.
Guides on this topic
All guides Close order tickets in Gorgias before an agent opens them.
Order the Gorgias edition and routine order tickets start closing with the right Shopify details, while your agents keep the conversations that need a human touch.
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