Gorgias: more is Shopify-only than you think

This comes up on almost every ecommerce call we take, usually as a surprise halfway through. Gorgias integrates with several ecommerce platforms. Several of its best features do not.

What the compatibility table actually says

• Order Management, the feature that lets agents act on orders inside the ticket, is Shopify only. Explicitly not supported on BigCommerce, Magento, WooCommerce or PrestaShop.
• AI Agent itself is also Shopify only. This is the bigger trap and almost nobody leads with it.
• Flows work on Shopify plus BigCommerce and Magento.
• Article Recommendation works on BigCommerce and Magento but not Shopify.

That last one surprises people. The pattern is not a simple tier where Shopify gets everything.

Why it matters

Agents do not care which vendor owns which capability. They care whether they can see order state and act on it without opening another tab. On Shopify that is a native feature. Everywhere else it is a build: order, shipping and refund state pulled through the API and webhooks, surfaced in the ticket sidebar, with the actions your policy allows wired to the systems that own them.

That build is not exotic. It is more work than clicking install and considerably less work than agents copy-pasting order numbers all day. But it needs to be in the scope and the price before anyone starts, because that gap is where fixed-price projects turn into arguments.

While we are correcting the record

• AI Agent covers two jobs: Support Agent for post-purchase, Shopping Assistant for pre-purchase.
• Cart recovery and exit-intent are not Shopping Assistant features. Exit-intent belongs to the separate Convert add-on. Confusingly, the Shopping Assistant marketing page has a tab labelled Convert about timed discounts. Different thing.
• Vision is a feature of AI Agent, not a standalone product. It reads PNG, JPEG, WEBP and non-animated GIF images in Email, Chat, Instagram DMs, Facebook Messenger and WhatsApp. It is on by default, and it can't read images in knowledge sources.
• Gaia (open beta) is a distinct product: an AI coach that audits your AI Agent and generates Skills for it. It is not a synonym for Skills.
• There is no official Salesforce Commerce Cloud integration. Third-party connectors exist, which is a different sentence with different support implications.

On deflection numbers

We do not quote a deflection percentage before seeing your data, and it is worth being sceptical of anyone who does. We do measure our own builds, and we will walk you through how we measure once we have seen your tickets. What moves the number is knowledge quality, escalation design, and how far you let the agent go.

Verified against

• Gorgias docs, compatibility of automation features with ecommerce store providers.
• Gorgias docs, AI Agent explained, and Skills explained.
• Gorgias docs, Convert 101.
• Gorgias docs, how AI Agent uses Vision to understand images.
• Gorgias product updates, Gaia Hub, Routines, shared chats and Gaia for every role.

Checked against Gorgias documentation on August 6, 2026. Gaia label and Vision details rechecked October 13, 2026.