Explore Gorgias MCP toolsUpdated 29 minutes ago
When you ask your AI assistant to do something in Gorgias, it uses tools in the Gorgias MCP. A tool is a single thing the assistant can do, such as listing tickets or creating a macro. Knowing which tools exist, and who can use them, helps you ask for the right thing and understand why a request is refused.
Connect your AI assistant to the Gorgias MCP first. Then use this article to see every tool in the Gorgias MCP by area, with the lowest Gorgias role that can use each one. It reflects the Gorgias MCP as of October 2026. This article covers:
- How to read the tables
- Tools that need extra care
- Tools by area
- Tickets
- Customers
- Macros
- Rules
- Tags, custom fields, teams, and SLAs
- Views and view sections
- Widgets
- Account and integrations
- AI Agent settings
- Guidance
- Skills
- Knowledge sources and snippets
- Products
- AI Agent actions
- Opportunities (beta)
- Testing AI Agent
- Help Center
- Audience segments
- Routines
- Reporting and analytics
- Assistant instructions and feedback
- FAQ
How to read the tables
Each table lists the tool name, what it does, and who can use it.
- Tool: the exact name of the tool. You don't need to type it. Your assistant chooses tools based on your request, and might show you the name when it runs one.
- Type: Read tools look up information and don't change anything. Write tools create, change, or delete something.
- Minimum role: the lowest Gorgias role that can use the tool, based on your role permissions. The role levels build on each other, so a tool available to Lite and above is also available to Basic, Lead, and Admin.
| Minimum role | Who can use the tool |
|---|---|
| All roles | Observer, Lite, Basic, Lead, and Admin |
| Lite and above | Lite, Basic, Lead, and Admin |
| Lead and above | Lead and Admin |
| Admin | Admin only |
Your assistant uses your own Gorgias login, so it can use a tool only if your role allows it.
Safe by default. Some tools are cautious unless you tell the assistant otherwise:
- New rules and AI Agent actions, and copies of actions, are created turned off.
- Changes to guidance, skills, and Help Center articles are saved as drafts until you publish them. The exception is when you ask the assistant to publish a new Help Center article right away.
- Macros are archived, not deleted.
- Tools that test AI Agent simulate its actions, except the three marked Changes real data.
Tools that need extra care
Some tools can reach your customers, change what your customers or AI Agent see right away, or remove something. Each of these tools has a label in the tables below. Review what your assistant is about to do before you approve it.
| Label | What it means | Tools |
|---|---|---|
| Sends to customers | Can deliver a message to a customer, or let AI Agent respond to customers. | create_ticket (only if you ask it to send), create_message, reply_and_close, apply_macro, enable_ai_agent_on_channel |
| Sends to Gorgias | Sends information to Gorgias instead of changing your helpdesk. | submit_feature_request |
| Goes live | Changes something your customers, your team, or AI Agent use right away. | update_rule (if the rule is on), enable_rule, update_tone_of_voice, update_excluded_handover_topics, enable_ai_agent_on_channel, publish_guidance, publish_skill, set_snippet_status, set_product_custom_info, pin_metafield_definition, update_support_action (if the action is on), enable_support_action, create_help_center_article (if you ask it to publish), publish_help_center_article, update_help_center_theme, update_help_center_extra_html, create_routine, update_routine (if the routine is on), set_routine_enabled, trigger_routine |
| Changes real data | Runs AI Agent actions against your live store and connected apps, even though it's a test. | preview_ai_agent_with_live_actions, continue_ai_agent_preview_with_live_actions, compare_ai_agent_previews_with_live_actions |
| Can't be undone | Permanently removes or converts something. No tool in the Gorgias MCP can reverse it. | discard_draft_guidance, delete_support_action, convert_to_advanced_view, discard_help_center_article_draft |
| Deletes | Deletes an item. The Gorgias MCP has no tool to restore it. | delete_view, delete_view_section, delete_widget, delete_routine |
Tools by area
Tickets
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_tickets | List tickets, newest first by default. To filter by status, channel, or assignee, pass a view you've already created. | Read | All roles |
search_tickets | Search ticket subjects, messages, and customer details for a word or phrase. | Read | All roles |
get_ticket | Get one ticket with its tags, summary, and, if you ask for them, its messages. | Read | All roles |
list_ticket_audit_events | List the history of changes on one ticket, such as status and assignee changes. | Read | All roles |
create_ticket | Open a new ticket with a first message. By default, it logs a message from the customer and sends nothing. Sends to customers (only if you ask it to send). | Write | Lite and above |
create_message | Post a message on a ticket. A reply can be delivered to the customer, and it can also be sent to another address. Sends to customers. | Write | Lite and above |
reply_and_close | Send a reply to the customer and close the ticket in one step. Sends to customers. | Write | Lite and above |
add_internal_note | Add an internal note to a ticket. Customers can't see it. | Write | All roles |
update_tickets | Update the status, priority, or assignee of one or many tickets, and add tags to them. It adds tags and doesn't remove them. | Write | Lite and above |
snooze_ticket | Snooze a ticket until a date and time you choose, with an optional note. | Write | Lite and above |
escalate_ticket | Assign a ticket to a team, add the escalated tag, and leave a note explaining why. | Write | Lite and above |
update_ticket_custom_fields | Replace the values of a ticket's custom fields. | Write | Lite and above |
get_job | Check the progress of a background job, such as one started by update_tickets or apply_macro. | Read | All roles |
Customers
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_customers | List customers, or find them by email, name, phone number, or other contact details. | Read | All roles |
get_customer | Get one customer's profile. | Read | All roles |
update_customer | Update fields on a customer's profile, such as name, note, language, or time zone. It doesn't message, merge, or delete customers. | Write | Lite and above |
Macros
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_macros | List macros with a short summary of each, including how often each one has been used. | Read | All roles |
get_macro | Get one macro, including the actions it performs. | Read | All roles |
create_macro | Create a macro. Agents can use it as soon as you create it. | Write | Lead and above |
update_macro | Change a macro's name, text, or actions. | Write | Lead and above |
apply_macro | Apply a macro to a ticket. If the macro includes a reply, the reply can be sent to the customer. Sends to customers. | Write | Lite and above |
archive_macros | Archive macros so agents no longer see them, without deleting them. | Write | Lead and above |
restore_macros | Bring archived macros back into use. | Write | Lead and above |
Rules
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_rules | List your rules. | Read | Lead and above |
get_rule | Get one rule and its configuration. | Read | Lead and above |
create_rule | Create a rule. The rule is always created turned off. | Write | Lead and above |
update_rule | Change a rule's conditions, actions, or other settings. It replaces the settings you provide. Goes live (if the rule is on). | Write | Lead and above |
enable_rule | Turn on a rule that's turned off. Goes live. | Write | Lead and above |
disable_rule | Turn off a rule. Its configuration is kept. | Write | Lead and above |
simulate_rule_event | Check what a rule would do on a real ticket without running it. Nothing is sent or changed. | Read | Lead and above |
list_rule_audit_events | List who created, changed, or deleted a rule, and when. | Read | Lead and above |
Tags, custom fields, teams, and SLAs
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_tags | List the tags on your account. | Read | All roles |
create_tag | Create a tag, or return the existing tag if the name already exists. | Write | Lead and above |
list_custom_fields | List your ticket or customer fields. | Read | All roles |
get_custom_field | Get one custom field's label, type, and options. | Read | All roles |
create_custom_field | Create a ticket or customer field. | Write | Admin |
list_teams | List your teams. | Read | All roles |
get_team | Get one team. | Read | All roles |
list_sla_policies | List your SLA policies. | Read | All roles |
update_satisfaction_survey | Change a satisfaction survey's settings. | Write | Admin |
Views and view sections
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_views | List ticket views. | Read | All roles |
get_view | Get one ticket view. | Read | All roles |
create_view | Create a ticket view. | Write | Lead and above |
update_view | Change a ticket view. The settings you provide replace the current ones. | Write | Lead and above |
delete_view | Delete a ticket view. Deletes. | Write | Lead and above |
list_view_sections | List view sections. | Read | All roles |
get_view_section | Get one view section. | Read | All roles |
create_view_section | Create a view section. | Write | Lead and above |
update_view_section | Change a view section. | Write | Lead and above |
delete_view_section | Delete a view section. Deletes. | Write | Lead and above |
Widgets
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_widgets | List the widgets in your ticket sidebar. | Read | All roles |
get_widget | Get one widget, including its full template. | Read | All roles |
create_widget | Create a widget. | Write | Admin |
update_widget | Change a widget. The template you provide replaces the current template. | Write | Admin |
delete_widget | Delete a widget. Deletes. | Write | Admin |
Account and integrations
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
get_current_user | Get the Gorgias user you're signed in as. | Read | All roles |
list_users | List the users on your account, including their emails and roles. | Read | Admin |
list_integrations | List the integrations connected to your account, and the ones you can connect. | Read | All roles |
get_app_details | Get details about one app in the Gorgias App Store. | Read | All roles |
list_http_integrations | List your HTTP integrations. | Read | Lead and above |
get_http_integration | Get one HTTP integration's settings. | Read | Lead and above |
list_http_integration_logs | List the recent requests an HTTP integration has made. | Read | Lead and above |
list_voice_queues | List the phone queues set up for Voice. | Read | All roles |
AI Agent settings
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_agent_configurations | List the AI Agent settings for each of your stores. | Read | Lead and above |
get_agent_configuration | Get one store's AI Agent settings, including tone of voice, channels, and handover topics. | Read | Lead and above |
update_tone_of_voice | Change the tone of voice AI Agent uses for a store. Goes live. | Write | Lead and above |
update_excluded_handover_topics | Replace the list of topics AI Agent hands over to your team. Goes live. | Write | Lead and above |
enable_ai_agent_on_channel | Turn on AI Agent for a channel and choose which integrations it monitors. AI Agent can then respond to customers there. Goes live; Sends to customers. | Write | Lead and above |
list_intents | List intents and whether each is linked to a skill or set to hand over to your team. | Read | Lead and above |
ai_agent_setup_completion | Mark AI Agent setup as complete for a store, or check whether it's complete. | Write | Lead and above |
Guidance
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_guidances | List the guidance for a store. | Read | Lead and above |
get_guidance | Get one guidance article. | Read | Lead and above |
list_guidance_templates | List the guidance templates Gorgias provides. | Read | Lead and above |
create_draft_guidance | Create guidance as a draft. | Write | Lead and above |
update_draft_guidance | Save changes to guidance as a draft. | Write | Lead and above |
publish_guidance | Publish a draft. AI Agent starts using it. Goes live. | Write | Lead and above |
disable_guidance | Turn off guidance so AI Agent stops using it. | Write | Lead and above |
discard_draft_guidance | Discard a guidance draft and restore the published version. Can't be undone. | Write | Lead and above |
Skills
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_skills | List the skills for a store. | Read | Lead and above |
get_skill | Get one skill, including its content and linked intents. | Read | Lead and above |
list_skill_versions | List the saved versions of a skill, newest first. | Read | Lead and above |
get_skill_version | Get one saved version of a skill. | Read | Lead and above |
create_draft_skill | Create a skill as a draft, linked to the intents you choose. | Write | Lead and above |
update_draft_skill | Save changes to a skill as a draft. | Write | Lead and above |
publish_skill | Publish a draft. AI Agent starts using it. Goes live. | Write | Lead and above |
Knowledge sources and snippets
A knowledge source is a website, URL, or file that AI Agent learns from. A snippet is a piece of content from a source that AI Agent can use.
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_snippet_sources | List the websites, URLs, and files that AI Agent learns from. | Read | Lead and above |
get_snippet_source | Get one source and the content it produced. | Read | Lead and above |
list_snippets | List the snippets AI Agent can use for a store. | Read | Lead and above |
get_snippet | Get one snippet. | Read | Lead and above |
set_snippet_status | Turn a snippet on or off for AI Agent. Goes live. | Write | Lead and above |
Products
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
search_products | Search the Shopify products connected to your account. | Read | Lead and above |
get_product_custom_info | Get the custom product information AI Agent uses for a product. | Read | Lead and above |
set_product_custom_info | Set or clear the custom product information for one product. It replaces the current text. Goes live. | Write | Lead and above |
list_product_metafield_definitions | List the Shopify metafields set up for a store. | Read | Lead and above |
pin_metafield_definition | Pin or unpin a metafield so AI Agent can use its value when it talks about a product. Goes live. | Write | Lead and above |
AI Agent actions
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_support_actions | List the actions AI Agent can take for a store. | Read | Lead and above |
get_support_action | Get one action, including its settings and recent runs. | Read | Lead and above |
get_support_action_execution | Get the details of one action run, including the requests it made. | Read | Lead and above |
list_support_action_executions | List the times an action has run, with filters. | Read | Lead and above |
list_action_templates | List the action templates Gorgias provides. | Read | Lead and above |
get_action_template | Get one action template's settings. | Read | Lead and above |
create_support_action | Create an action. It's always created turned off. | Write | Lead and above |
create_action_from_template | Add an action from a template. It's created turned off. | Write | Lead and above |
update_support_action | Change an action's settings. Goes live (if the action is on). | Write | Lead and above |
duplicate_support_action | Copy an action. The copy is turned off. | Write | Lead and above |
enable_support_action | Turn on an action so AI Agent can use it. Goes live. | Write | Lead and above |
disable_support_action | Turn off an action. Its settings are kept. | Write | Lead and above |
delete_support_action | Delete an action permanently. Can't be undone. | Write | Lead and above |
convert_to_advanced_view | Convert an action to the advanced view. You can't switch it back. Can't be undone. | Write | Lead and above |
Opportunities (beta)
Opportunities is a beta feature.
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_opportunities | List the pending opportunities AI Agent has found for a store. | Read | Lead and above |
get_opportunity | Get one opportunity. | Read | Lead and above |
Testing AI Agent
Tools that test AI Agent simulate its actions, so nothing changes in your store. The three tools marked Changes real data are different: they run AI Agent's actions for real, so use them only when you intend to. Test conversations stay in the test session and aren't sent to customers.
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_ai_agent_preview_options | List the stores, channels, and integrations you can use in a test. | Read | Lead and above |
preview_ai_agent | Test how AI Agent replies to a message. Actions are simulated, so nothing changes in your store. | Write | Lead and above |
continue_ai_agent_preview | Send a follow-up message in a test conversation. Actions are simulated. | Write | Lead and above |
compare_ai_agent_previews | Run two to four test conversations and compare AI Agent's replies. Actions are simulated. | Write | Lead and above |
get_ai_agent_preview_session | Get the status and messages of a test conversation. | Read | Lead and above |
preview_tone_of_voice | Preview how AI Agent would reply with tone settings you haven't saved. | Read | Lead and above |
get_ai_reasoning | Read the reasoning AI Agent recorded for a ticket or a test conversation. | Read | Lead and above |
preview_ai_agent_with_live_actions | Test AI Agent with its actions turned on. Actions can change orders, subscriptions, and other data in your store or connected apps. Changes real data. | Write | Lead and above |
continue_ai_agent_preview_with_live_actions | Send a follow-up message in a test with actions turned on. Changes real data. | Write | Lead and above |
compare_ai_agent_previews_with_live_actions | Run several test conversations with actions turned on. Changes aren't rolled back between runs. Changes real data. | Write | Lead and above |
Help Center
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_help_centers | List your Help Centers. | Read | Lead and above |
list_help_center_categories | List the categories in a Help Center. | Read | Lead and above |
list_help_center_articles | List the articles in a Help Center. | Read | Lead and above |
get_help_center_article | Get one article. | Read | Lead and above |
create_help_center_article | Create an article. It's saved as a draft unless you ask the assistant to publish it right away. Goes live (if you ask it to publish). | Write | Lead and above |
update_help_center_article | Save changes to an article as a draft. | Write | Lead and above |
publish_help_center_article | Publish an article so it appears in your Help Center. Goes live. | Write | Lead and above |
unlist_help_center_article | Hide an article from your Help Center without deleting it. | Write | Lead and above |
discard_help_center_article_draft | Discard an article's draft changes. Can't be undone. | Write | Lead and above |
get_help_center_theme | Get a Help Center's colors, font, and theme. | Read | Lead and above |
update_help_center_theme | Change a Help Center's colors, font, or theme. Goes live. | Write | Lead and above |
get_help_center_extra_html | Get a Help Center's custom HTML and CSS. | Read | Lead and above |
update_help_center_extra_html | Change a Help Center's custom HTML and CSS. Goes live. | Write | Lead and above |
Audience segments
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_segments | List your saved audience segments. | Read | Lead and above |
get_segment | Get one segment and its conditions. | Read | Lead and above |
get_segmentation_conditions | List the fields and operators you can use to define a segment. | Read | Lead and above |
get_direct_audience_size | Count how many people match a set of conditions, without saving a segment. | Read | Lead and above |
get_saved_segment_size | Count how many people a saved segment matches right now. | Read | Lead and above |
query_audience_membership | Get the current total of people in a segment. | Read | Lead and above |
Routines
Routines are created and managed with Gaia.
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_routines | List your Gaia routines. | Read | Lead and above |
get_routine | Get one routine. | Read | Lead and above |
list_routine_runs | List the runs of a routine, newest first. | Read | Lead and above |
create_routine | Create a routine that runs on a schedule or when you trigger it. Goes live. | Write | Lead and above |
update_routine | Change a routine's name, instructions, or schedule. Goes live (if the routine is on). | Write | Lead and above |
set_routine_enabled | Turn a routine on or off. Goes live. | Write | Lead and above |
trigger_routine | Run a routine now. Goes live. | Write | Lead and above |
delete_routine | Delete a routine. Deletes. | Write | Lead and above |
Reporting and analytics
get_reporting_stats returns live figures. The other tools in this section read analytics data that updates about once a day, so changes from the last day might not appear yet.
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
list_metric_cards | List the metrics the assistant can look up, such as first response time and resolution time. | Read | All roles |
get_reporting_stats_schema | List the filters and breakdowns available for a metric. | Read | All roles |
get_reporting_stats | Get the value of a metric for a period, with filters and breakdowns. | Read | All roles |
ai_performance_metrics | Get AI Agent performance rates for tickets created in a period. | Read | Lead and above |
execution_outcome_breakdown | Break down AI Agent's work by outcome and handover topic. | Read | Lead and above |
ticket_pattern_breakdown | Group tickets to find the top contact reasons and handover patterns. | Read | Lead and above |
csat_investigation | Find tickets with low satisfaction scores and see what they have in common. | Read | Lead and above |
find_tickets_by_topic | Find tickets by topic, customer, store, outcome, and date range. | Read | Lead and above |
get_tickets | Get AI Agent outcomes and details for several tickets by ID. | Read | Lead and above |
get_ticket_analytics | Get AI Agent outcome, intent, and satisfaction details for one ticket. | Read | Lead and above |
get_ticket_executions | Get the AI Agent run history for several tickets. | Read | Lead and above |
get_tables | List the analytics tables you can query. | Read | Lead and above |
get_table_metadata | Get the columns and usage notes for one analytics table. | Read | Lead and above |
query | Run a read-only SQL query against your Gorgias analytics data, including AI Agent data. | Read | Lead and above |
Assistant instructions and feedback
| Tool | What it does | Type | Minimum role |
|---|---|---|---|
get_gaia_instructions | Load the guide that tells your assistant how to work with the Gorgias MCP. | Read | All roles |
get_instruction | Load a step-by-step workflow, such as how to audit your AI Agent setup, for the assistant to follow. | Read | All roles |
submit_feature_request | Send a feature request to the Gorgias product team. Your assistant asks you to confirm the request before it sends it. Sends to Gorgias. | Write | All roles |
FAQ
Why does my assistant say I don't have the right role?
Each tool has a minimum Gorgias role, shown in the tables on this page. If your role is lower, the assistant can't use that tool for you. Find the tool you need in the tables, then ask an Admin to run the request or update your role. Your role permissions for AI assistants determine which tools it can use.
Can my assistant send messages to customers without my approval?
Some tools can send a message to a customer, such as create_message, reply_and_close, and apply_macro. Whether your assistant asks you to approve a tool before it runs depends on your assistant's settings, not on Gorgias. Check your Claude or ChatGPT settings for tool permissions, and review each request before you approve it.
Is this list complete?
This list reflects the Gorgias MCP as of October 2026. Gorgias adds and updates tools over time, so your assistant might show tools that aren't listed here, or tool names that have changed.
Do I need to use the tool names in my requests?
No. Describe what you want in plain language, such as "Show me tickets about refunds from this week," and your assistant picks the tools it needs. The names on this page are useful for checking what's possible and for finding out which role a request needs.
Is the Gorgias MCP the same as Gaia?
No. Gaia works inside Gorgias, while the Gorgias MCP connects an AI assistant outside Gorgias, like Claude or ChatGPT, to your account.
