AI Customer Support with Gorgias
Gorgias is built specifically for e-commerce support. It pulls order data from Shopify, BigCommerce, and Magento directly into the ticket sidebar, giving agents instant context. But even with that context, agents still spend their day answering the same questions: where is my order, can I return this, when will it ship.
Minimal AI takes that a step further. It reads the Gorgias ticket, checks your store for live order and shipping data, and replies to the customer with an accurate answer. For return requests, it checks eligibility, initiates the process, and sends the label. All within seconds, all inside the Gorgias ticket.
The AI Manager makes setup simple. Describe what the agent should handle in plain language, connect your Gorgias account, and it starts resolving tickets. No rules to configure, no decision trees to build.
Connecting is effortless. The AI Manager sets everything up for you in minutes - no developers, no complex configuration.
What Gorgias does
Gorgias is a helpdesk platform designed for e-commerce brands. It consolidates customer conversations from email, live chat, social media, and SMS into a single inbox. Gorgias natively integrates with Shopify, BigCommerce, and Magento to display order data alongside tickets. It supports macros for templated responses, rules for automated routing, and revenue tracking to measure the impact of support on sales. The Gorgias API provides access to tickets, customers, tags, rules, and integrations, enabling external tools to automate support workflows.
Key API capabilities Minimal AI uses in Gorgias
Minimal AI connects to the Gorgias REST API to automate ticket handling with full context from your store and support history.
Tickets API
Retrieve, create, and update tickets including messages, status, and assignee.
What the AI does: Reads the full ticket conversation, updates status, and posts replies with live store data embedded in the response.
Ticket Messages API
Add customer-facing replies or internal notes to tickets.
What the AI does: Posts accurate replies using data from Shopify and other connected tools, or adds internal notes when escalation is required.
Customers API
Access customer profiles including email, order history, and lifetime value.
What the AI does: Identifies the customer, checks their order history and lifetime value to personalize the response and prioritize high-value customers.
Tags API
Apply, remove, and manage tags on tickets for categorization.
What the AI does: Tags tickets by issue type (order status, return, billing) to help your team track AI resolution patterns.
Rules Engine Integration
Works alongside Gorgias Rules for ticket routing and prioritization.
What the AI does: Processes tickets that Gorgias Rules route to the AI queue, maintaining your existing triage workflow.
Macros API
Access pre-built response templates for common scenarios.
What the AI does: References your existing macros as guidelines while generating more personalized, data-driven responses for each customer.
What the AI agent can read and write in Gorgias
The AI agent in Gorgias operates with full read and write access. It pulls context from every available source and takes actions to resolve tickets without human intervention.
Get information
- •Read full ticket conversation and message history
- •Look up customer profile, email, and order history
- •Check ticket status, channel, and assigned agent
- •View ticket tags and priority level
- •Access customer lifetime value and purchase count
- •Check linked Shopify order data in the sidebar
Take actions
- •Reply to customer with a personalized resolution
- •Add internal note for the support team
- •Update ticket status (open, closed)
- •Apply or remove tags
- •Set ticket priority
- •Close the ticket after resolution
- •Apply a macro template
How to connect Gorgias to Minimal AI
Getting started with Gorgias takes just a few clicks. The AI Manager handles the configuration for you.
Go to Integrations in your Minimal dashboard and select Gorgias. Enter your Gorgias subdomain and authorize access.
Tell the AI Manager what kinds of tickets the agent should handle, such as order inquiries, return requests, or general questions.
The AI Manager sets up the agent with your tone, policies, and connected tools. Preview a few test responses and go live.
Real support scenarios the AI handles in Gorgias
Live chat order tracking
A customer opens a chat widget asking where their package is. The AI checks Shopify for the order, pulls the latest tracking update from the carrier, and replies in the Gorgias chat with the delivery estimate and tracking link.
Size exchange via email
A customer emails asking to swap a medium for a large. The AI checks stock availability in your store, initiates the exchange, and confirms the new shipment details, all inside the Gorgias ticket.
Subscription renewal inquiry
A subscriber messages asking about their next charge date. The AI checks your subscription platform, finds the billing schedule, and replies with the exact renewal date and amount.
Product availability question
A potential buyer asks via chat if a specific color variant is in stock. The AI checks your product inventory in real time and responds with availability and a direct link to the product page.
Works with Gorgias and your e-commerce stack
Gorgias is your command center for customer conversations. Minimal AI connects to it and simultaneously pulls data from Shopify, your shipping provider, returns platform, and subscription tools. Every reply the AI sends through Gorgias is backed by live data from your entire stack.
View the full integration details
See setup instructions, related integrations, and more.
Frequently asked questions
Does Minimal AI replace Gorgias's built-in AI?+
Minimal AI works alongside Gorgias. It goes beyond knowledge-base answers by connecting to your full e-commerce stack for live data. Where Gorgias's built-in tools handle simple intent detection, Minimal AI resolves entire tickets end to end.
Can the AI handle tickets from all Gorgias channels?+
Yes. Email, live chat, social media, SMS, and any other channel connected to Gorgias. The AI adapts its response format to fit the channel.
How does the AI access Shopify data through Gorgias?+
Minimal AI connects to Shopify directly, independent of Gorgias's sidebar integration. This gives the AI real-time access to orders, fulfillments, refunds, and customer data without relying on Gorgias's data sync.
How hard is it to integrate Gorgias with Minimal AI?+
A few clicks. Connect your Gorgias account, tell the AI Manager what to handle, and you are live. No code, no complex rules, no developers required.