Unified Multichannel Inbox
Gorgias aggregates customer interactions from multiple channels into a single workspace. Customer service agents can view, manage, and respond to text messages, phone calls, emails, WhatsApp chats, Facebook comments, Facebook ad comments, and TikTok Shop inquiries. The shared workspace displays complete customer transaction history and order details alongside conversation logs, eliminating the need for representatives to switch between separate communication tools or e-commerce administration dashboards.
AI Agent Automation
The built-in AI Agent uses brand-specific training to handle routine customer questions automatically across pre-sale and post-sale stages. It resolves repetitive inquiries—such as order status updates, invoice requests, and policy questions—without requiring human agent involvement. In B2B environments, the AI Agent resolves 58 percent of simple requests. This automation framework helps support departments maintain quick resolution times during peak periods without increasing support staff headcount.
SMS and MMS Support
Gorgias includes native two-way text messaging tools that support both text and media messages. Support teams can instantly turn incoming texts into tickets inside the main inbox. The feature enables agents to reply to customer questions, send dynamic templates populated with live Shopify data, initiate proactive marketing campaigns with images and product links, generate new orders, and create discount codes directly within the messaging interface.
Gorgias Voice and IVR
The platform offers complete telephone support functionality directly from the helpdesk. Organizations can port existing phone lines or create new numbers for dual voice and text usage. Voice capabilities include Interactive Voice Response (IVR) phone trees, agent transfers, intelligent call routing, continuous call recording, and automated AI call summaries. Voice interactions are documented alongside email and chat histories in the central workspace.
Dynamic Reply Templates
Agents can speed up response times using dynamic response templates that pull live data from external applications. When composing a reply, Gorgias extracts relevant customer information, tracking details, and purchase records from Shopify, Recharge, and over 100 other integrated tools. This eliminates the need for support staff to copy and paste order statuses or personal information manually during customer exchanges.
Cross-Channel Switching
Support reps can switch communication channels within an active support ticket while retaining the full context of the customer history. A team member can start a conversation over SMS and convert the interaction directly to an email thread or phone call if the issue requires detailed assistance. All transcripts, recordings, and message exchanges remain accessible within a unified timeline.
AI Shopping Assistant
The AI Shopping Assistant identifies historical customer purchasing patterns to surface targeted sales opportunities during support conversations. It alerts agents to dormant accounts, nudges inactive shoppers, and highlights product restock needs before inventory is depleted. This enables support personnel and automated systems to suggest relevant products and convert regular customer service inquiries into incremental sales opportunities.
Revenue and Support Analytics
Gorgias features built-in reporting dashboards that analyze support performance and revenue generation across specific channels. Organizations can monitor key operational metrics like response time, resolution time, and one-touch resolution percentages. Additionally, the reporting features isolate revenue data generated specifically from text messaging and AI-driven interactions, allowing teams to evaluate the commercial impact of their customer service operations.
Social Media Management
The software integrates directly with social channels like Facebook and TikTok Shop to monitor and respond to public and private messages. Teams can manage Facebook direct messages, page comments, advertisement comments, and brand mentions alongside TikTok Shop inquiries. Handling social media feedback within the main ticket queue helps brands protect their reputation and respond quickly to prospective buyers.
Localized Multilingual Support
Gorgias provides localized Help Center content and multilingual support through its AI Agent. International buyers can access policy information and receive automated answers in their preferred language. This feature allows global businesses and B2B merchants trading across borders to provide 24/7 customer support, clarify purchasing requirements upfront, and reduce shopping cart abandonment caused by language or regulatory confusion.
Bloomreach Integration
The platform integrates with Bloomreach Engagement to synchronize customer support status with marketing operations. Real-time updates on open and closed tickets are exported to Bloomreach, allowing marketers to exclude dissatisfied or pending support contacts from promotional emails while targeting satisfied buyers with upsell offers. Customer attributes from Bloomreach are also displayed directly inside Gorgias ticket views.
50 in 50 Onboarding Program
Gorgias offers a guided optimization initiative called the 50 in 50 program, designed to assist businesses in reaching a 50 percent ticket automation rate within 50 days. The structured approach provides frameworks and tools to transition common customer service inquiries into automated workflows, enabling brands to scale operations, cut total cost of ownership, and improve response metrics rapidly.
