If you're running a growing Shopify store, you know that customer support can be a real balancing act.
You want to offer fast, personal service, but scaling that is tough. Phone support is usually the biggest challenge. Customers want to talk to a person, but staffing a phone line around the clock can be costly and logistically complex.
This is why many brands lean on a popular tech trio: Shopify for e-commerce, Gorgias for the support helpdesk, and Aircall for phone calls. Connecting these three is a common way to get all customer chats into one place.
So, what does this setup actually look like in practice?
We’re going to break down how the Shopify Gorgias voice phone integration with Aircall works, what it’s good at, its limitations, and then explore an AI-first alternative for scaling operations.
Understanding the platforms in the tech stack
Before we connect the dots, let's get to know the key players. Each one is a solid tool on its own, and knowing what they do individually helps explain why they work well together.
What is Gorgias?
Gorgias is a helpdesk platform for e-commerce customer service. It’s a conversational AI platform made for online stores and is used by over 15,000 brands.
Its main job is to pull all your customer conversations: from email, live chat, social media, SMS, and phone calls, into one organized helpdesk.
The reason Shopify merchants use it is its deep integration with the platform. When a customer ticket comes in, your support agents can see their entire order history, edit orders, and process refunds without leaving Gorgias.
Its AI features can also automate up to 60% of common text-based inquiries, like "Where is my order?". With a library of over 100 app integrations, it’s built to be the central hub for your support team.
What is Aircall?
Aircall is a cloud-based phone system for sales and support teams. It uses VoIP (Voice over IP) technology, so your team can make and take calls from their computers or mobile devices, anywhere in the world. It’s flexible and pretty easy to set up.
Recently, Aircall has been adding AI features like AI Assist, which gives agents real-time tips during calls, and an AI Voice Agent that can handle basic call qualification.
But its core strength has always been its ability to plug into tools like Gorgias, creating a smooth workflow where call data and customer history live together.
How the integration works
When you connect these three platforms, you're building an intelligent communication system that understands context.
Here’s a look at how it all fits together.
Centralizing calls as tickets
The biggest win here is simple but effective: every phone interaction becomes a trackable ticket. When a customer calls your Aircall number, a ticket is automatically created in Gorgias.
The same thing happens for missed calls and voicemails.
This means nothing falls through the cracks. Your team gets a complete timeline of every touchpoint with a customer. A conversation that starts on Instagram, moves to email, and ends with a phone call is all logged in one spot.
The Gorgias ticket includes important details like call recordings and agent notes. This single source of truth is a huge help for keeping support organized.
Providing customer context
This is where it gets clever. When a call comes in, your agents have all the information they need right away.
First, Aircall’s Insight Cards can pop up, showing your agent key notes from past Gorgias tickets before they even say hello.
As they answer, the Gorgias ticket opens, and the sidebar automatically pulls in all the customer's Shopify data. We’re talking full order history, shipping status, and contact details.
The result is that your agent gets a full picture of the customer without juggling a bunch of different tabs.
They can greet the customer by name, mention their recent purchase, and solve their problem faster with a more personal touch. It turns a potentially frustrating support call into a smooth experience.
Considerations for the integration
This setup is great for making your human agents more effective at their jobs. It’s a system designed to assist human agents, which introduces certain considerations for scalability.
Agent efficiency versus full automation
The Gorgias and Aircall integration is designed to help your human support team. It gives them the tools and context to resolve issues faster. However, it still requires a person to handle the call.
While Aircall's AI Voice Agent is a move toward automation, its main job is to handle the initial greeting, ask a few questions, and maybe answer a very simple FAQ. Its purpose is to gather details for a handoff to a human agent.
For anything e-commerce-specific, like processing an exchange or troubleshooting a complex order, a human agent still has to take over.
So, while the setup makes your team more productive, the fundamental process remains agent-dependent.
Scalability considerations
As your store grows and you get more calls, one solution is to hire more support staff. This can tie your support costs to your revenue growth.
The pricing models of both platforms reflect this. Gorgias and Aircall both have pricing that scales with your team size or usage. Aircall’s plans, for example, require a 3-user minimum, so you're starting with a commitment.
As you add more agents, your monthly bill for both services goes up. For a fast-growing brand, this can become a significant expense.
Ringly.io: An alternative approach
An alternative model focuses on automating a majority of calls, allowing the support team to handle the most critical issues. This is the role of an AI phone agent designed for autonomous resolution.
Moving from call routing to autonomous call resolution
An AI phone agent does more than just say hello and pass the call along. It’s a system designed to understand what a caller wants, access your store’s data in real-time, and take action to resolve the issue completely on its own.
Imagine a customer calling to say, "Hi, I got my order yesterday, but the t-shirt is a size too small. Can I exchange it for a large?" An AI agent doesn't just create a ticket.
It understands the request, checks your Shopify inventory for the new size, confirms the shipping address, and starts the return process, all in a natural, conversational way, without any human help.
That’s the difference between routing a call and resolving it.
How Ringly.io's Seth handles Shopify calls 24/7
This is what Ringly.io was built for. Its AI phone rep, Seth, is designed from the ground up to be an autonomous first-line support agent for Shopify stores.
Seth answers your phone 24/7, ready to help customers with common requests. It can look up order statuses, handle returns and exchanges, and answer questions based on a knowledge base you provide. And because good support needs to be global, Seth can do this in over 40 languages.
Trusted by over 2,100 Shopify stores, Seth resolves around 73% of all phone calls autonomously, with no human intervention needed. For anything it can't handle, or if a customer gets frustrated, it is designed to safely escalate the call to your human team.
The system is designed to avoid guessing and escalate when unsure, which helps protect brand reputation.
An automated first line of defense for support teams
Using an AI agent like Seth doesn't mean getting rid of your support team. It means enhancing their capabilities. Ringly.io acts as a smart filter, handling the high volume of repetitive calls that occupy your team's time.
The workflow is straightforward: Seth fields all incoming calls. The 70-80% of calls about order tracking, returns, and FAQs are resolved instantly. Only the truly complex or sensitive calls that need a human touch are escalated.
These calls can still be routed straight to your agents in Gorgias or whatever helpdesk you use, so your team can focus on building relationships and solving the tough problems, not answering "Where is my order?" for the tenth time that hour.
Pricing models: Ringly.io vs. the integration stack
The difference isn't just the price, but the entire cost model.
Cost model for the integration stack
With this stack, you're paying for multiple services, and the cost is tied to the size of your team.
- Gorgias: Pricing is based on the number of tickets you handle. Plans range from a Starter tier at $10/month for 50 tickets up to Advanced at $900/month for 5,000 tickets. It's worth noting that AI features are often an add-on, and AI Agent interactions can cost extra for each resolution.
- Aircall: Pricing here is user-based, and most plans come with a 3-user minimum. The Essentials plan starts at $30 per user, per month (billed annually). Their AI Voice Agent is a separate add-on billed per minute, starting from $0.49/minute after an initial 50 free minutes.
- Total Cost: For a small team of three agents, the starting cost can be over $150 per month, not including potential ticket overages, extra call minutes, or AI add-on fees. This cost increases as the team expands.
The Ringly.io cost model
Ringly.io uses a completely different approach. The pricing is based on call minutes, not how many people are on your team.
- Grow Plan: $349 per month, which includes 1,000 call minutes. This is enough to handle roughly 500 typical support calls.
- Scale Plan: Starts at $1,099 per month for 3,000+ minutes, designed for high-volume stores.
A key differentiator is the performance-based trial. The model is structured so that payment begins after the system resolves at least 60% of your first 100 eligible calls. This approach ties costs to call volume and resolutions, rather than the number of agents.
Choosing the right solution for your Shopify store
So, which way should you go?
The Shopify, Gorgias, and Aircall voice integration is a suitable solution for teams that want to empower their human agents. It creates a seamless environment that helps your team deliver faster, more personal support. If your goal is to streamline your current workflows and make your existing agents more efficient, it’s a strong option.
However, it is primarily built around an agent-led model. It doesn't solve the challenges of 24/7 availability or the scaling costs that come with hiring more people.
But if you're managing high call volumes and know most of them are the same repetitive questions, Ringly.io offers a different approach. An autonomous AI agent like Seth provides instant, round-the-clock support, autonomously resolving the bulk of your calls.
This allows you to control costs, scale effortlessly, and free up your human team to focus on the high-impact work that supports business growth.
Ready to see how your phone support can be automated? Discover how Ringly.io can resolve over 70% of your customer calls, 24/7.
Frequently Asked Questions
What is the main purpose of the Shopify Gorgias voice phone integration with Aircall?
Its main purpose is to make human support agents more efficient. It centralizes phone calls as tickets in Gorgias and provides agents with customer context from Shopify, helping them resolve issues faster.
Does the Shopify Gorgias voice phone integration with Aircall fully automate customer phone calls?
No, it's not designed for full automation. While it has some AI features for basic routing, its core function is to assist human agents, who are still needed to handle and resolve most e-commerce-specific calls.
What are the primary limitations of the Shopify Gorgias voice phone integration with Aircall for a growing store?
The main limitations are scalability and cost. Since the model relies on human agents, your support costs increase as call volume grows because you need to hire more people. The pricing for both Gorgias and Aircall is often tied to the number of users.
How does an alternative like Ringly.io differ from the Shopify Gorgias voice phone integration with Aircall?
Ringly.io is built for autonomous call resolution, not just agent assistance. Its AI agent, Seth, can handle and resolve around 73% of common Shopify-related calls (like returns or order status checks) on its own, 24/7, without any human involvement.
How is pricing structured for the Shopify Gorgias voice phone integration with Aircall?
The pricing is based on a combination of factors. Gorgias charges based on ticket volume, while Aircall charges per user, per month (often with a user minimum). This means costs scale directly with your team size and usage.
Can the Shopify Gorgias voice phone integration with Aircall provide 24/7 support?
It can only provide 24/7 support if you have human agents staffed around the clock. The technology itself doesn't offer autonomous 24/7 resolution, which can be a significant operational cost for businesses.
