Gorgias
Smart Instinct is a helpdesk implementation and AI agent setup agency, and a Gorgias Solutions Partner since 2023. We audit for $500, build from $3,750 and migrate from $3,500. We configure Gorgias end to end: rules, macros, AI agent grounding, and the ecommerce data that belongs in the ticket rather than in a second window.
Product names below match Gorgias documentation as of August 1, 2026. They move quickly, which is most of why this page gets a date stamp.
The Summer 2026 release made Skills the organising framework for returns, order tracking and warranty flows. We build the skills rather than switching the agent on and hoping.
Two different jobs. Support Agent handles post-purchase: order tracking, returns, subscription updates. Shopping Assistant handles pre-purchase questions and sizing.
Their coaching agent, which reads your skills and recent tickets and drafts fixes. Useful once there is enough real ticket history for it to read.
Consolidated rather than layered, with the contradictions found and resolved instead of left for an agent to discover mid-conversation.
Order, shipping and refund state surfaced through the API and webhooks, with the actions your policy actually permits wired in.
Self-service built from your own ticket text, and containment instrumented so you read a real number after go-live rather than a dashboard default.
Across the Gorgias instances we have configured, containment lands between 26 and 56%. That is our own range out of our own builds, not a vendor marketing figure. Where you land inside it comes down to knowledge quality, escalation design, and how far you let the agent go.
We do not quote a percentage before seeing your data, and it is worth being skeptical of anyone who does. The range matters more than any single number, because where you land depends on help center maturity, ticket complexity and how aggressive you let the agent be.
Identical on every platform page, because pricing never varies by platform.
$3,750
Single-brand store. Rules, macros, help center, one channel set, AI answering the easy questions.
$7,500
Multi-channel, AI Agent Skills built out, ecommerce data wired in, dashboards, 90 days of history moved.
$12,500
Multi-storefront, AI running multi-step work, full integration stack, advanced reporting, full history migration.
Audit $500 flat, credited toward any project booked within 30 days. Retainers from $800 a month. Migrations from $3,500. Enterprise from $25,000. Past a tier limit: $1,250 per integration, $2,500 per brand, $3,750 per platform.
Only if you are on Shopify. Gorgias states it plainly in their own docs: the Order Management portal is not currently compatible with other ecommerce platforms. If you are on BigCommerce or Magento, that changes what self-service can do and we scope around it.
Support Agent is post-purchase: order tracking, returns, refunds, subscriptions. Shopping Assistant is pre-purchase: product questions, sizing, recommendations. Most stores need both configured differently rather than one turned on twice.
Yes. The Summer 2026 release introduced Skills as the organising framework and added Gaia, a coaching agent. If your setup predates that, it is worth a look at whether your flows should be rebuilt as skills.
You do, documented.
Thirty minutes, no charge. We will tell you what it costs to fix them, or that it is not worth fixing yet.
Smart Instinct helps provide various services to optimize your help desk or contact center.
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