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OpenAgent + Gorgias

Resolve tickets before Gorgias ever sees them — and hand off with Shopify context intact.

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About Gorgias

OpenAgent and Gorgias are built for ecommerce, and together they cover every stage of the support journey. OpenAgent deflects the high-volume, data-driven questions — order status, tracking links, return eligibility, product FAQs — using live Shopify data. When escalation is needed, OpenAgent creates a Gorgias ticket pre-loaded with the chat transcript and the customer's order details, so your agents land in the conversation with full context and Gorgias Macros ready to fire.

COMPATIBILITY
Channels
Live chat widgetEmailInstagram DMSMS
Integration methods
Gorgias Tickets APIGorgias HTTP integrationsShopify order data passthroughIntent tags

How it works together

Connect Gorgias and OpenAgent gets the context and reach it needs to resolve more tickets automatically.

  • Front-line AI resolution
    OpenAgent answers the questions that make up 50–70 % of ecommerce ticket volume — WISMO, returns, cancellations, product questions — in real time, before Gorgias is involved.
  • Ticket creation with Shopify context
    When a shopper needs a human, OpenAgent opens a Gorgias ticket and attaches the conversation transcript plus the Shopify order ID, line items, and fulfillment status — the same data Gorgias would pull via its Shopify integration, already surfaced.
  • Intent tags power Gorgias rules
    OpenAgent adds structured intent tags to each ticket (e.g. 'return', 'wrong-item', 'damaged'). Your existing Gorgias Rules can route, prioritize, or auto-respond based on these tags without any extra setup.
  • Deflection analytics feed knowledge base updates
    OpenAgent tracks which topics it resolves and which it escalates, giving you a clear signal for where to expand your Gorgias Macros and OpenAgent knowledge base to close gaps over time.

Benefits

Dramatically lower first-response time

Shoppers get instant answers from OpenAgent around the clock — your Gorgias queue only sees the complex cases that genuinely need a human.

No duplicate data entry

Order numbers, customer emails, and conversation history flow automatically from OpenAgent into Gorgias — agents never have to look up what already happened.

Works with your Gorgias Macros

Intent tags from OpenAgent slot into your existing Rules and Macros, so agent workflows remain unchanged even as AI handles more volume.

Frequently Asked Questions

Yes. OpenAgent passes the Shopify order ID in the ticket so Gorgias can load its native Shopify sidebar for the agent, giving a complete 360-degree view.

OpenAgent focuses on chat and messaging channels. For inbound email, you can configure OpenAgent to draft suggested replies that agents review in Gorgias before sending.

You define escalation conditions — topics OpenAgent can't answer, sentiment thresholds, explicit agent requests, or VIP customer segments — and OpenAgent creates the Gorgias ticket automatically.

Yes. OpenAgent creates standard Gorgias tickets, so all your existing Rules, Macros, and auto-responses trigger just as they would for any other ticket.

You can connect OpenAgent to Gorgias via API and webhook today. A Gorgias App Store listing is on our roadmap — contact us for early access.

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Connect Gorgias to OpenAgent

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.

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