Aide: Agentic AI CX & SupportUpdated an hour ago

Aide is the agentic AI customer experience partner for brands on Gorgias that want to turn support into a growth engine, with faster response times, higher CSAT, stronger retention, repeat purchases, and greater customer lifetime value. Aide works alongside your team to resolve routine conversations with agentic AI and accelerate team members with data-based drafts for complex cases. With deep Shopify and courier integrations, Aide powers every interaction with real order and tracking data.

How it works

Aide integrates directly with Gorgias and Shopify. From day one, team members see data-based AI drafts trained on your brand, past conversations, knowledge base, and product catalog alongside every conversation. Reducing handle times and increasing customer satisfaction immediately.

Aide retrieves order details, tracking status, and customer history via direct integrations with Shopify and couriers and uses them for agentic AI resolution and drafting replies for your team members. Your team builds real confidence in Aide because they see it working with real data.

As your team's confidence grows, Aide allows you to scale toward full agentic AI experiences without missing a beat. Our proven AI Agent resolves entire conversations end-to-end: WISMO, returns, exchanges, cancellations, and address changes — performing time-sensitive tracking-based agentic AI actions to take actions in your store and respond with zero delay to avoid fulfillment mistakes and customer frustration. Complex cases stay with human agents. Routine conversations get resolved instantly. With Aide's powerful controls, you maintain control over the progression of agentic automation at every step for guaranteed compliance and zero-fault Agentic AI resolution.

Built for Shopify and Shopify Plus

Aide reads order status, real-time tracking verified with carriers (UPS, FedEx, DHL, USPS, etc.), product details, and customer history from your store. It also takes actions in Shopify: updating addresses, holding orders, processing cancellations, and applying tags automatically, based on scenario conditions you define using real order timing, shipment status, and fulfillment data.

Capabilities

• Topic detection: auto-categorize every message and set strategy per topic: draft or use full agentic AI resolution
• Agentic AI CX: automated replies and actions in your store when scenario conditions are met
• Drafts for team members: AI responses as internal comments in Gorgias for team members to review, edit, and send. Building confidence for full Agentic CX
• AI agentic chatbots on your storefront in your brand voice
• Backlog processing: clear backlogs during peak sales and seasonal surges
• Reporting: topic breakdown, draft insertion rates, and agentic automation rates
• Multi-brand: multiple stores and brands, one Aide account
• Multilingual: 100+ languages out of the box
• Continuous learning: feedback on every action refines the AI on your data

For advanced automation, our expert team works alongside you as a CX partner.

Integration benefits

• Data-based AI drafts for team members in conversations, trained on your brand, past conversations, and product catalog, driving down handle times and increasing CSAT.
• Compliant AI Agent that resolves WISMO, cancellations, and address changes end-to-end by reading order & tracking data and taking actions in your store automatically.
• Aide gets smarter the longer you use it. Every interaction refines the AI on your data, turning support into a driver of CSAT, repeat purchases, and lifetime value.

Steps

• From your Gorgias account, head to Settings → App Store → All Apps
• Find Aide: Agentic AI CX & Support on the list
• After selecting the app, click on the Connect App button
• Add your Gorgias subdomain in the Aide app, and click on Connect
• Authorize the app
• Once the setup is complete, an HTTP integration will be created:

Aide learns from past conversations to identify common topics and generate accurate AI drafts for agents to insert with one click or auto-reply with macros or text to customers.

Aide supports a gradual automation strategy to help you reliably deploy AI by first drafting accurate responses for agents to reduce handle times and help your team build confidence in AI. Once you've decided which types of conversations to fully automate, Aide helps you create the most suitable strategy for each type of conversation.

FAQs

Can I enable Slack Alerts to monitor my Aide performance?

Yes! With Aide, you can monitor AI performance to ensure that accuracy and coverage are maintained. However, you don’t need to integrate Slack with Gorgias to do this. This is done via Aide UI.