Gorgias shipped a serious amount of AI in 2025. None of it picks up your phone.

• AI Agent 2.0 landed July 16, 2025: Shopping Assistant, intent-based discounting, Vision, WhatsApp cart recovery, 80+ languages. Every new capability is still text.
• The real automation rate is 26-56% in published case studies, not the marketed "up to 60%", and you pay $0.90-$1.00 per resolution with each one also counting as a helpdesk ticket.
• Built for founders, COOs, and Heads of CX at $10M-$100M Shopify brands already running Gorgias who still have a phone line nobody picks up after 6 p.m.

If you run support at a Shopify brand doing $10M-$100M, you've spent real money on Gorgias and you've watched its AI get genuinely better this year. The chat replies are faster. The Shopping Assistant actually sells. And your phone still rings, rolls to voicemail, and sits there until Monday.

That's the thing nobody puts in the 2025 roundups. Gorgias AI Agent got materially stronger at text in 2025, which makes the one channel it doesn't touch stand out more, not less. This post walks through what shipped, what it costs (per resolution, honestly), the automation rate you'll actually get, and the after-hours phone gap that no Gorgias release in 2025 closed. If your team is drowning in calls after hours, book a 30-min call and we'll show you what your store is losing on the calls nobody answers.

Here's the fast version, by channel, of where Gorgias AI Agent stands in 2025.

How I read the 2025 Gorgias AI Agent changes

I'm Ruben, co-founder of Ringly. We run AI phone support for 50+ Shopify brands, which means I sit next to Gorgias every single day. I don't evaluate it as a critic. I evaluate it as the person whose product picks up the call after Gorgias hands it off.

So when I read the 2025 release notes, I read them through one question: which of these new features touches the phone? I went through the AI Agent 2.0 announcement, the Gorgias changelog, the published case-study automation numbers, and the per-resolution pricing docs. Then I matched each new capability against the channel it serves. The pattern is clean and it's the whole point of this post: every meaningful 2025 release made Gorgias better at text, and not one of them made it answer a phone call on its own.

What Gorgias AI Agent actually is in 2025

Gorgias AI Agent is the AI built into the Gorgias helpdesk. It runs in two modes. The Support Agent handles post-purchase tickets, the same five questions over and over: where's my order, can I return this, does this come in another size. The Shopping Assistant works the pre-purchase side, recommending products and nudging shoppers toward checkout inside the chat widget.

It's built tight to Shopify, which is its biggest strength and its quietest limitation. The AI Agent pulls order context straight from your store, so it can answer WISMO with a real tracking number instead of a canned reply. The flip side: the AI Agent only works on Shopify stores, not BigCommerce, Magento, or WooCommerce. For a Shopify brand that's a non-issue. It's worth knowing if you're mid-platform.

If you want the broader breakdown of strengths and limits, we wrote a longer piece on what Gorgias AI Agent does well and where it stops. This post stays on the 2025 product state.

What shipped in 2025: AI Agent 2.0

The headline release was AI Agent 2.0, which Gorgias launched on July 16, 2025. According to eesel's breakdown of the 2.0 changes, it reframed the AI from a support tool into a sales channel. Here's what actually landed.

• Shopping Assistant sales skills: product cards, bundles, and recommendations inside the chat, with Gorgias reporting up to a 2.5x increase in conversions from support chat for brands using it.
• Intent-based discounting: the AI reads shopper behavior and only offers a discount when it thinks it'll convert a hesitant buyer, instead of handing codes to people already at checkout.
• Proactive chat triggers: the assistant jumps in at key moments (homepage, product page), which Gorgias says drove roughly 2.25x add-to-cart in tests.
• WhatsApp cart recovery: a 45-minute abandon trigger that follows up over WhatsApp.
• Vision and 80+ languages: the AI can read customer-uploaded images and respond across 80+ languages.
• AI-Generated Guidance: seeds the knowledge base from your historical tickets, so setup takes less manual work.

That follows a steady 2024 run-up. The Gorgias changelog shows the SMS channel arriving in September 2024, image analysis and knowledge-article controls in November, and analytics plus actions improvements in January 2025. The full AI feature set is deeper than it was a year ago, and the Shopping Assistant in particular is a real upgrade.

Read the list again and notice what's missing: phone. Every single 2025 release ships value over text, chat, WhatsApp, or the widget. Not one of them puts an AI on your phone line.

What it costs in 2025, honestly

Gorgias prices the AI Agent per resolution. You pay roughly $0.90 per resolved conversation on an annual plan, or $1.00 month to month. A resolution is billed only when the AI closes a conversation on its own within 72 hours, which is fair on its face.

Two details cost real money. First, go over your bundled allotment and overages jump to $1.50 per resolution, about 67% above the base rate. Second, and this is the one that shows up in reviews, each AI resolution also counts as one helpdesk ticket. So the same conversation gets billed twice: once as an AI resolution, once as a ticket. The myaskai pricing breakdown and Gorgias's own billing docs both confirm it.

It adds up faster than the per-unit number suggests. One brand on the Advanced plan, paying around $13,500 a year, switched the AI Agent on and got charged roughly $14,000 on top in automation fees. We broke the model down in full in our piece on Gorgias AI Agent pricing per resolution, and the broader Gorgias pricing picture for context on the base plans.

The per-resolution model is predictable per unit and unpredictable per month. That's the honest read.

The real automation rate vs the marketed one

Gorgias markets the AI Agent as handling "up to 60%" of tickets. The published numbers tell a tighter story. Across Gorgias's own case studies, real automation lands between 26% and 56%, from 24% at one brand to 56% at Orthofeet. G2's performance data puts AI Agent response accuracy at 59%, under the 71% category average, even though Gorgias overall rates a strong 4.6 out of 5 across 555+ reviews.

None of that makes it a bad product. It's a good helpdesk AI that needs tuning. Gorgias has acknowledged the AI can invent product features or generate fake discount codes on pre-purchase chats, and it leans on confidence thresholds plus a QA model to catch that. The teams that hit the higher end of the automation range are the ones with a support manager actively training it, not the ones expecting instant magic. We collected the merchant reactions in our Gorgias AI customer service reviews roundup.

Want to compare your current setup channel by channel before you renew? Book a 30-min call and we'll do the math live.

The one channel it still doesn't resolve: the phone

So here's where the 2025 release list lands a $10M-$100M Shopify brand. Your text channels are in good shape. Email, chat, SMS, WhatsApp: Gorgias AI Agent can carry a real share of those, and 2.0 made it carry more. Then a customer calls.

The AI Agent doesn't answer the phone. It never has, and nothing in 2025 changed that. Phone calls route to your CS team, which means they route to voicemail the second your team is off the clock. That's a problem, because phone is the channel where the money leaks. WISMO alone is 30-40% of tickets in normal periods and 50%+ at peak, per Salesforce, and a chunk of that volume comes in by phone from customers who don't want to dig through a tracking page. When those calls hit voicemail, 85% of callers who can't reach a person never call back and 62% switch to a competitor.

The brand that automated 50% of its tickets in Gorgias can still be missing every after-hours call. Those are two different problems, and 2025 only solved the first one. If you want the deeper version, we wrote about the after-hours answering gap and the cost of WISMO calls specifically.

Ringly: the AI phone agent that sits next to Gorgias

Ringly.io is AI phone support for Shopify brands. We don't replace Gorgias. We take the channel Gorgias AI Agent leaves open. Your team wasn't hired to answer the same call 50 times a day, and the after-hours line shouldn't go to voicemail just because it's 9 p.m.

The AI answers inbound calls 24/7. It finds orders in your Shopify store, processes returns and exchanges, answers product questions from your knowledge base, and rescues abandoned carts with outbound follow-up. Calls that need a person escalate cleanly into Gorgias, Richpanel, Re:amaze, or whatever helpdesk you already run, so the phone becomes one more channel feeding the same inbox your team already works.

Across 50+ brands, the AI resolves 73% of inbound calls autonomously at roughly $0.42 per resolved call. WashCo, a Shopify brand we launched, recovered $22,664 in its first 7 days on the phone. Plans run Grow at $349/mo and Pro at $799/mo, with Enterprise by call for $10M-$100M brands. You're live in under an hour, backed by a 65% resolution guarantee. If you want the version built for your size, we put together a guide on AI phone agents for $10M Shopify brands and the broader case for ecommerce phone support.

"My customers also feel like it's a normal person. They feel like they can communicate if they have questions."
Claudia Droge, TechCraft Studio

What this costs vs keeping the phone on humans

Take a typical $50M Shopify brand running a 6-rep CS team to cover the phone and the overflow Gorgias doesn't automate.

That's the routine phone volume (order status, returns, the same five questions) handled by the AI, with the genuinely complex calls still going to your team. Gorgias keeps automating your text. Ringly takes the phone. You stop paying a full headcount to wait for the line to ring.

Frequently asked questions

What changed in Gorgias AI Agent in 2025? The big one was AI Agent 2.0 on July 16, 2025, which added the Shopping Assistant sales skills, intent-based discounting, proactive chat triggers, WhatsApp cart recovery, Vision for reading images, 80+ languages, and AI-Generated Guidance to seed your knowledge base. All of it expanded what the AI does over text and chat. None of it added phone support.

How much does Gorgias AI Agent cost per resolution in 2025? Roughly $0.90 per resolved conversation on an annual plan and $1.00 month to month, with overages at $1.50 each. A resolution is only billed when the AI closes a conversation on its own within 72 hours, but each resolution also counts as one helpdesk ticket, so the same conversation can be billed twice.

What automation rate does Gorgias AI Agent actually hit? Gorgias markets "up to 60%", but published case studies land between 26% and 56%, and G2 puts response accuracy at 59% against a 71% category average. Teams with a support manager actively training the AI tend to reach the higher end.

Does Gorgias AI Agent answer phone calls? No. The AI Agent handles email, chat, SMS, and WhatsApp, and routes phone calls to human reps. Nothing shipped in 2025 changed that, which is why phone is the channel a tool like Ringly covers alongside Gorgias.

Is the Gorgias AI Agent only for Shopify? The AI Agent integrates with Shopify and isn't supported on BigCommerce, Magento, or WooCommerce. For a Shopify brand that's fine. If you're mid-migration or multi-platform, it's a constraint worth checking.

Should I upgrade to AI Agent 2.0? If you want the Shopping Assistant sales skills, you have to upgrade your subscription to unlock them. Whether it's worth it depends on how much pre-purchase chat volume you get. For pure post-purchase support, the older Support Agent capabilities may already cover most of what you need.

Talk to us

Gorgias keeps getting better at text, and that's worth paying for. But if you run a $10M-$100M Shopify brand and your phone still goes to voicemail after 6 p.m., that's a separate leak, and a 30-min call is the fastest way to see what it's costing you.

The 3-layer guarantee.

1. Live in 14 days or it's free until launched.
2. 65% resolution in 90 days or we refund the last 3 months of subscription fees.
3. We keep working free until we hit 65%.

Ruben (Ringly co-founder) takes these calls personally.

Book a 30-min call