Gorgias
Shoppers ask about orders, returns, and account issues. Your AI agent resolves what it can and creates Gorgias tickets with full context for everything else. Ticket volume drops, first response time shrinks to seconds, and your support team handles only the complex cases.
From ticket creation and customer lookups to tag management and team routing, your AI agent works directly with Gorgias to keep e-commerce support running smoothly.
Gorgias
Real scenarios where AI agents handle order inquiries, route complex issues, and keep Gorgias organized, so your support team focuses on revenue-driving interactions.
A shopper messages asking about their delivery. Your AI Agent looks up the customer in Gorgias by email, finds their latest ticket, and retrieves the order details from the ticket's metadata. The customer gets a real-time status update within the conversation. Your support agents never see the ticket because it was resolved before it hit the queue.
A customer has a complex return involving multiple items and a partial refund. The AI Agent gathers all the details during the conversation, creates a Gorgias ticket with the complete transcript, tags it as 'multi-item-return' and 'high-priority', and assigns it to the returns team. The agent who picks up the ticket has everything they need from message one.
A high-value customer contacts support through Instagram. The AI Agent searches Gorgias by their email, identifies them as a VIP based on customer data fields, and adjusts the conversation tone accordingly. If escalation is needed, the ticket is automatically routed to the senior support team with a VIP tag. The customer feels recognized without stating their history.
Gorgias
FAQs
The agent uses Gorgias' Create Ticket API, setting fields like customer_id, subject, priority, status, channel, and tag IDs based on conversation context. You configure rules in your agent to determine priority levels and which tags to apply for different issue types. Tags trigger your existing Gorgias automation rules.
Yes. The List Customers endpoint supports filtering by email, name, external ID, and creation date. Since Gorgias centralizes customer profiles from all connected Shopify stores, searching by email returns the unified customer record with order history and communication channels from every store.
Tars connects via OAuth with the 'write:all' scope, which provides access to tickets, customers, teams, and account settings. You authorize by entering your Gorgias subdomain and completing the OAuth flow. Access can be revoked from your Gorgias account settings at any time.
No. All customer profiles, ticket details, and tag information are fetched in real time from Gorgias during conversations. Tars does not maintain a separate database of your helpdesk data. Your customer information stays within your Gorgias account.
Yes. The Merge Customers endpoint combines a source customer into a target customer, consolidating order history, communication channels, and ticket data. You can configure the agent to detect potential duplicates based on matching email addresses and trigger merges during conversations.
Gorgias' native AI works within its own platform. Tars extends your AI capabilities across any channel, including your website, WhatsApp, SMS, and social media, while connecting to Gorgias as one of many tools. Your agent can also pull data from other systems like Shopify, Stripe, or your CRM in the same conversation.
Yes. When creating or updating tickets, the agent sets the assignee_team_id to route to the appropriate Gorgias team. Billing issues go to finance, product defects to quality, shipping problems to logistics. Routing rules are configured in your agent's logic based on conversation classification.
The agent retrieves the existing ticket from Gorgias, checks its status, and presents the resolution details to the customer. If the customer's issue persists, the agent can reopen the ticket by updating its status or create a new follow-up ticket linked to the original via tags and metadata.
Don't limit your AI Agent to basic conversations. Watch how to configure and add powerful tools making your agent smarter and more functional.
Privacy & Security
At Tars, we take privacy and security very seriously. We are compliant with GDPR, ISO, SOC 2, and HIPAA.
Email - sales@hellotars.com
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