What can the Gorgias Chatbot do for your customer support and website? Features and Plugin

If you work in ecommerce and want to improve your customer support effectiveness, you’re probably thinking about using the Gorgias chatbot add-on.

But there’s one thing you need to know first: the Gorgias AI Agent and the Gorgias Chatbot are not the same tool. They live inside the same platform, yes, but they work separately.

In this guide, I’ll walk you through everything related to the Gorgias Chatbot: what it offers, how it works, its pricing, and its limitations. By the end, you’ll know whether you’re ready to integrate the Gorgias Chatbot, or if you should consider another alternative.

What is the Gorgias chatbot?

The Gorgias Chatbot is a scripted customer-support tool built to answer repetitive questions inside your store’s chat widget.

It delivers quick, predefined responses based on your help-center content and the flows you create.

How does the Gorgias chatbot work?

The Gorgias Chatbot runs on flows you set up inside the platform. These flows act as guided Q&A paths you create to walk shoppers through the usual situations, from product questions and sizing doubts to policy clarifications, simple troubleshooting and the first steps of an order issue.

Each path gives the chatbot a clear script, which keeps answers consistent across channels. You also choose which flows appear in each chat widget and can tweak or disable them whenever you want, so the bot only covers what you actually trust it with.

The downside is that everything relies on the flows you build. When a shopper asks for something outside that script, the chatbot can’t help and the conversation goes back to your team.

What’s the difference between the Gorgias chatbot and AI Agent?

The Gorgias chatbot is fully manual. You build the the flows and the scripts, and the bot follows exactly what you create.

The Gorgias AI Agent works in a completely different way. Once you train it with your policies, content and examples, it uses generative AI to understand the customer’s request and write the reply on its own.

One key detail you should know is availability. The Gorgias AI Agent only works for Shopify stores and requires an additional subscription. The chatbot, on the other hand, is included in the main platform and can be used on BigCommerce, Magento and WooCommerce.

All features and use cases

Gorgias chatbot software has a few of interested features, especially if your store is Shopiufy

Name	Description	Typical Use Cases
Order Status Responses (WISMO)	Reads order and tracking data from your ecommerce platform and shares the latest update.	“Where is my order?”
Returns & Exchanges Guidance	Walks customers through your return rules and next steps.	“How do I return a product?”
Shipping Questions	Provides tracking explanations for delayed or stuck shipments.	“Why is my package late?”
Product Information	Shares specs, availability, sizing details, or variant info from your store catalog.	“Is this in stock? What size should I buy?”
Policy & FAQ Answers	Pulls from your help center to answer store rules, shipping times, warranties, etc.	“What’s your return window?”
Store Data Access	Uses live store data for products, orders, and customers.	“Can I get a different color?”
Custom Flows & Messages	Lets you build flows tailored to your campaigns or brand rules.	“How do I use my discount?”
1-click Agent Escalation	Sends the conversation to a human when the bot can’t continue.	“I need more help”
Multi-Language Support	Replies in the customer’s language when detected.	Global stores
Performance Metrics	Shows resolution rates, drop-offs, and escalations.	Improving automation quality

Order status automation (WISMO)

When a shopper asks about their order, the system checks your ecommerce platform, pulls the latest tracking event, and replies with the current status.

It won’t resolve delivery issues, but it removes the need for agents to answer the same question repeatedly.

Returns, refunds, and exchanges

The chatbot explains your return rules and guides customers through the early steps of the process.

It tells them what’s eligible, which deadlines apply, and what to expect next. It doesn’t approve or process the return, but it helps users understand how to start.

Shipping issues

When a shipment is delayed or stuck, the chatbot reads the carrier’s latest tracking update and shares it with the customer. It can’t open claims or contact the carrier, but it can clarify what’s happening without involving your team.

Product questions

For pre-purchase questions, the chatbot uses your store catalog to answer sizing, stock availability, variant options, and basic product facts. It helps reduce friction for shoppers browsing product pages.

Policy and FAQ answers

The chatbot uses your help-center content and publicly available store pages to reply to questions about shipping times, returns, payments, warranties, or general rules. Strong documentation makes this feature far more effective.

Shopify, WooCommerce, and BigCommerce data

The chatbot connects to your ecommerce platform to access real customer and order data. It can check what’s in the order, whether a variant exists, or if an item is still in stock.

Custom flows and responses

You can build custom flows that match your brand’s needs—seasonal policies, VIP messages, promotions, how-to instructions, or anything else that follows a predictable path. These flows define exactly what the chatbot can handle.

1-click agent escalation

Whenever the chatbot reaches a point where it cannot continue—complex requests, emotional customers, exceptions—it hands the conversation to a human with full context, making the transition smooth.

Multi-language support

If your store serves different markets, the chatbot identifies the customer’s language and responds accordingly, keeping tone and policy details consistent.

Metrics and reporting

You get insights into how many conversations the bot handled, how many dropped off, how many escalated, and how customers interacted with each flow. This helps you improve your flows and reduce repeated work.m

The real problem with Gorgias chatbot pricing

The real issue with Gorgias chatbot pricing is how it’s packaged. The chatbot is promoted as part of the AI Agent, so the moment you want to use it for real automation, you are pushed into the AI Agent pricing model.

The problem is that the chatbot still works through flows, not generative AI, so you end up paying for AI features you’re not actually using.

That’s a very common situation for non-Shopify stores that want to use the AI Agent. In the end, they’ll only be using flows and the manual chatbot experience.

On top of that, you still need an active helpdesk subscription, because the AI Agent pricing is an add-on with a pay-as-you-go model. Each time the chatbot resolves something, you pay around a dollar for that automated resolution

Minami AI, the best alternative to Gorgias chatbot

Minami AI represents a paradigm shift, moving e-commerce support from simple response to autonomous resolution.

While traditional tools (including Gorgias) excel at inbox aggregation and intelligent routing, Minami goes one step further by executing transactions directly in your backend (address changes, returns, refunds).

The verdict is clear: If your goal is simply to reply faster, existing solutions work. If your goal is to completely eliminate 100% of your repetitive, transactional support load, freeing up your team to focus on loyalty and sales, Minami is not just an alternative; it is the necessary evolution.

See Minami AI in action.