Ticket triage with order and customer context
Designed around a clear trigger inside Gorgias, a reviewed AI draft and a measurable reduction in admin time.
GorgiastoReview
Software
Ecommerce and online services software
AI automation for Gorgias.
Gorgias is an ecommerce-focused helpdesk used by Australian Shopify and BigCommerce brands. Horizon AI builds reviewed AI workflows that sit inside Gorgias, layered onto how your team already works.
Free 30-minute discovery call. No obligation.
Gorgias
Ecommerce and online services
- Faster support ticket triage and reply drafting
- Cleaner order, fulfilment and refund handoffs
- Reviewed AI drafts for customer segments
- Less manual reconciliation across the stack
How AI fits in Gorgias
AI workflows that speak Gorgias's language.
Below are the actual product modules, features and ecosystem partners Gorgias uses - the AI layer Horizon AI builds slots into these, not around them.
AI automation for Gorgias extends the AI Agent, Support Agent, and Shopping Assistant with workflows that close the loop on Shopify orders, refunds, and pre-sales chat. Agents draft Macros from recurring ticket patterns, fire in-conversation actions (cancel orders, apply discounts, push upsells), pull live order data into Helpdesk replies, sync Klaviyo segments based on CX outcomes, and route Voice or SMS escalations, lifting deflection above the 60% average without sacrificing brand voice.
By the numbers. Gorgias powers 40% of Shopify brands and 17,000+ ecommerce merchants, driving $500M+ in conversational revenue.
Gorgias modules and features we work inside
AI AgentSupport AgentShopping AssistantHelpdeskMacrosVoice
Other Gorgias implementation specialists in Australia
- Prosper Digital (Gorgias Partner Australia)
- House of Cart (Gold Coast Gorgias Partner)
Horizon AI sits alongside these specialists - not as another implementer of Gorgias itself, but as the AI workflow layer that runs on top of what they (or you) have already set up.
Gorgias AI workflows
First workflows worth automating in Gorgias.
Each workflow has a defined trigger inside Gorgias, a reviewed AI step and a measurable change in how the team spends its week.
Where-is-my-order reply drafts
Designed around a clear trigger inside Gorgias, a reviewed AI draft and a measurable reduction in admin time.
GorgiastoReview
Refund eligibility checks for support handover
Designed around a clear trigger inside Gorgias, a reviewed AI draft and a measurable reduction in admin time.
GorgiastoReview
Macro suggestion from past resolved tickets
Designed around a clear trigger inside Gorgias, a reviewed AI draft and a measurable reduction in admin time.
GorgiastoReview
Tag hygiene and routing review
Designed around a clear trigger inside Gorgias, a reviewed AI draft and a measurable reduction in admin time.
GorgiastoReview
How the integration works
AI inside Gorgias, not bolted on top.
Horizon AI connects to Gorgias through its supported API or app store, with read scopes for triage and tightly bounded write scopes for order, customer or product updates.
Horizon AI scopes one narrow workflow first, builds it with the access boundaries your team is comfortable with, and hands over an operating runbook so the AI step is reviewable and replaceable.
- AI integration services – wire Gorgias into Horizon-built workflows
- AI implementation services – scope, build, test and hand over the workflow
- AI workflow audit – review what should be automated first
workflow.liveLive
GorgiasSource
Reviewed draftReview gate
GorgiasAction
- AI Summary drafted review
- OK Gorgias update prepared queued
Often paired with
Software we build Gorgias workflows alongside.
Best fit for
Gorgias sits at the centre of ecommerce and online services teams.
If you run ecommerce and online services on Gorgias, the sector landing page covers the full software stack we build around.
Common questions
Gorgias AI automation, answered.
Can Horizon AI integrate with Gorgias?
In most cases yes. Gorgias exposes supported integration paths that Horizon AI can build against. The exact integration depth depends on your subscription tier, the user roles available and the data each workflow needs.
Does Horizon AI replace Gorgias?
No. Gorgias stays as your system of record. Horizon AI layers reviewed AI workflows on top so your team spends less time on repetitive admin while the data continues to live inside Gorgias.
Which ecommerce and online services workflow should we automate first?
Start with a process that is repeated weekly, has a clear trigger and a clear output, and can be reviewed by a person before it affects a client, payment or compliance record. The discovery call covers this in detail and maps it to ai automation for ecommerce and online services patterns we have built before.
Ready to layer AI inside Gorgias?
Tell us the Gorgias workflow you want to improve first. We will map the cleanest implementation path on a free 30-minute call.