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Support Operations
AI Support Copilot for Gorgias
Gorgias agents get a reply drafted with the customer's Shopify order details already in it, ready to check and send.
Gorgias agents spend much of every ticket copying order numbers, tracking links and policy lines into replies. This copilot drafts a suggested reply for each ticket an agent opens, pulling in the linked Shopify order, the customer's history and the macro that fits. Drafts follow your shipping, returns and refund policies, appear as an internal note, and are sent only by your agent.
- Drafts include the linked Shopify order details
- Your shipping, returns and refund policies applied correctly
- Agents check and send every reply themselves
$5,900
20–30 working days
Optional maintenance $295/mo
What it is
AI Support Copilot for Gorgias drafts a suggested reply for each Gorgias ticket an agent opens, pulling in the linked Shopify order, the customer's history and the macro that fits. Drafts follow your shipping, returns and refund policies, appear as an internal note, and are sent only by your agent.
Why businesses buy it
For a Shopify brand, support speed shapes repeat purchases, but agents lose time switching between the order, the macro library and the returns policy on every ticket. In peak season, that slows everyone down exactly when volume spikes. After launch, every ticket arrives with a draft that already has the order details and the right policy applied, so agents reply faster and more accurately. The Scope Card lists the Gorgias fields, macros and approval rules before you order, so nothing reaches a customer without your agent.
Problems this solves
Agents flip between Gorgias and Shopify to check every order
Each draft pulls in the linked Shopify order and the customer's history. Agents see a reply built on the real order status without opening another tab or searching the store admin.
Shipping and refund answers vary depending on who replies
Drafts follow your shipping, returns and refund policies, loaded as source documents. They start from the Gorgias macro that fits, so customers hear the same policy whoever is working.
Sale periods bury the team in order status tickets
Every ticket an agent opens arrives with an internal-note draft ready to review. Routine order questions can be cleared faster, and nothing goes to a customer until an agent sends it.
A good fit if
Your Shopify store's agents open each Gorgias ticket, then click into the linked order to check status, items and tracking before replying.
You have plenty of Gorgias macros, but agents still adjust each one by hand to fit the order in question.
Returns and refund questions need your policy applied correctly to the specific order, every time.
Your Gorgias admin can provide an API key with an admin role and give thirty minutes to a setup call.
Not the right fit if
You want order questions answered with no agent involved. See AI Order Support Agent for Gorgias.
You want most Gorgias tickets resolved automatically, not just drafted. See AI Customer Support Agent for Gorgias.
Customers should get shipping updates before they ask. See AI Order Tracking Agent for Shopify.
Refund requests need a full approval workflow of their own. See AI Refund Workflow.
How it works
- A thirty-minute call with your Gorgias admin settles the mapping: tickets, customers, macros and linked Shopify orders to read, and internal notes to write.
- When an agent opens a ticket, the copilot reads the conversation, the customer's past tickets and the Shopify order linked in Gorgias.
- It chooses the macro that fits and fills the gaps with real order facts, such as items, fulfillment status and tracking, so the agent does not copy them over.
- Returns, exchanges and refunds are drafted against your written policy and the order's dates, with anything outside policy flagged for the agent.
- The draft appears as an internal note with the macro it used. The agent edits and sends; nothing reaches the shopper automatically.
- Refund or order-change steps are prepared for the agent to confirm under your approval limits, after fifty test scenarios on test tickets.
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 an admin role, created by your admin.
- Your Gorgias admin for the thirty-minute mapping call.
- Shipping, returns, exchange and refund policies, plus product FAQs.
- Refund and order-change limits, and who approves anything above them.
- Ten real tickets with the replies your agents sent, covering order and returns questions.
- Your escalation rules, support hours and test tickets if you have them.
- One decision-maker who approves draft tone and policy wording.
- 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 admin call booked.
Weeks 1–2
Mapping agreed; order-aware drafting and policy rules built.
Week 3
Gorgias and the second system connected; internal notes tested.
Weeks 3–4
Fifty order, returns and product scenarios run, drafts shared.
Week 4
Your agents review drafts; two rounds of changes.
Go-live
Live beside your agents; recorded handoff; support starts.
| 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
- AI Support Copilot configured and deployed in your Gorgias helpdesk
- A documented field mapping for the two-way Gorgias connection, plus up to one more system
- Access set up through invites or keys you control, with nothing sent by email
- A test report on 50 documented scenarios using sandbox or test records
- An admin guide and a recording of the 60-minute handoff session
- 30 days of post-launch support
Expected benefits and how to measure them
- Agents can handle order questions with fewer clicks between tools.
- Helps policy answers stay the same across agents and shifts.
- First response time
- Compare Gorgias statistics for the four weeks before launch with the four weeks after, ideally outside a sale period.
- Tickets closed per agent per day
- Read Gorgias agent statistics for the month before and the month after go-live.
- One-touch resolution
- Track the share of tickets closed after a single reply in Gorgias, before and after launch.
Before you start: Record a month of Gorgias statistics for response time, tickets per agent and one-touch tickets. Note any sales or launches in that window.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build is paid once. Running it costs roughly $50 to $250 a month for AI model usage and hosting in your own accounts, plus your Gorgias and Shopify plans. Sale periods and holiday peaks push usage toward the top of that range.
Usage during testing is billed to your accounts too.
Ask about running costsCustom requirements
Several stores or brands with different policies, a third connected system, or more than six workflow types need a written Change Quote. Add a note at checkout and we send it to you.
Request a custom versionKeep it running
Monthly maintenance covers monitoring, fixes and change hours for work such as a new returns window, holiday shipping rules or new macros. 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 | Helpdesk AI features bill per ticket or resolution | An ecommerce support agency bills monthly | Ours is one fixed price, shown on this page before you buy |
| Order facts | Agents copy them in by hand | Agents look them up per ticket | Ours drafts with the linked Shopify order details |
| Policy checks | Macros apply the same text to every order | Depends on training | Ours checks returns against the order's dates |
| Delivery | Rules are quick; drafts need tuning | Weeks to onboard agents | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
Does AI Support Copilot for Gorgias read Shopify orders directly?
It reads the Shopify orders linked to the ticket in Gorgias, which is part of the two-way sync. That gives it items, fulfillment status and tracking without a separate Shopify connection. If you want it to reach data Gorgias does not link, Shopify can be the second connected system instead.
How does the Gorgias copilot handle a return outside the policy window?
It checks the order date against your returns policy and, if the request falls outside it, says so in the internal note instead of drafting an approval. The agent then decides whether to make an exception. Exceptions above your limits go to the approver you named at intake.
Can the Gorgias copilot issue a refund itself?
No. It prepares the refund step with the amount and reason for the agent to confirm, within the approval limits you set. The agent clicks through as usual. If you want refunds handled end to end under a policy, AI Refund Workflow is designed for that job.
Will Gorgias macros still be used with the copilot?
Yes, and more consistently. The copilot picks the macro that fits the ticket and fills in the order-specific details, so the standard wording stays and the gaps are completed correctly. The internal note names the macro, so agents can still apply it directly if they prefer.
What is the Gorgias copilot price with express or rush delivery?
One fixed price covers the whole build and is shown on this page before you buy, with express and rush delivery listed beside it at a set extra cost. All three include the documented mapping, fifty test scenarios across order, returns and product questions, two rounds of changes and a recorded 60-minute handoff.
Can the Gorgias copilot cover more than one Shopify store?
Yes, with an add-on. The standard build covers one store's policies and macros. The Multi-Brand Setup add-on configures it for several brands, and the Additional Ecommerce Platform Integration connects a further store platform if one is needed. Both are bought alongside the copilot or added later.
Guides on this topic
All guides Stop copying order details into every Gorgias reply.
Order the Gorgias edition and each ticket an agent opens carries a draft with the Shopify order details, the right macro and your returns policy already applied.
Works well with
Front Line
AI Order Support Agent
Answers order status, delivery and change requests using live order data.
