AI agents for Gorgias
A Monmo agent works in Gorgias like a store support hire who checks the order before answering. It drafts replies to where-is-my-order tickets from the Shopify order and tracking, prepares refunds, cancellations and address changes, drafts answers to Instagram and Facebook comments, and keeps your macros current. It uses your own Gorgias login, and every reply, refund and post waits for your approval.
Updated 2026-11-13 · Free to start. Paid plans from $15 a month.
What agents do in Gorgias
Answer where-is-my-order tickets
These tickets fill most store queues. It reads the order and tracking shown beside the ticket and drafts a reply with the carrier, the latest scan and the expected date. One approval covers the batch.
AskDraft replies to every open where-is-my-order ticket using the Shopify tracking, and give me one card for all of them.
Prepare refunds, cancellations and address changes
When a customer wants to cancel, return or fix an address, it checks the Shopify order against your policy and prepares the action with the reply. The card shows the order, amount and reason before anything happens.
AskFor today's cancellation requests, check whether each order has shipped and prepare the cancellation or the return reply.
Draft answers to social comments
Comments on your Instagram and Facebook posts that arrive in Gorgias are sorted into questions, praise and spam. It drafts public answers to the sizing and shipping questions; posting or hiding a comment asks first.
AskSort this week's Instagram comments in Gorgias and draft answers to the questions about sizing.
Update macros before a sale
Before a holiday or a sale it reads your macros, finds the ones quoting old shipping cut-offs, return windows or discount codes, and drafts the new text. Saving each macro asks first.
AskOur holiday cut-off is 18 December and returns run to 31 January. Find macros that need updating and draft the changes.
Find out why tickets jumped
When the queue suddenly grows, it reads the new tickets, finds the shared cause, such as a delayed carrier or a discount code that fails at checkout, and tells you in Slack with the order numbers.
AskTickets doubled since lunch. Find out what most of them are about and list the affected orders.
Write the weekly store support report
Every Monday it counts tickets by tag, lists the products named most in complaints and adds the satisfaction scores, in Google Sheets, so you see which product page or policy causes most questions.
AskEvery Monday at 9, send me ticket counts by tag, the top five products in complaints and the satisfaction score.
Hand VIP and angry customers to you
It checks order history before drafting. Customers with high lifetime spend, chargeback threats or a third complaint come to you with a summary, their orders and a suggested reply to rewrite or discard.
AskDon't reply to customers who have spent over 1,000 or mention a chargeback. Bring them to me with a summary.
How it connects
- 1You connect your own Gorgias account once, on the helpdesk your store uses. The agent sees the tickets, customers and macros that account can see, along with the Shopify order details shown beside each ticket.
- 2You decide which agents get Gorgias. The store's support agent needs it, and a marketing agent may help with comment replies; an agent that only keeps the books does not.
- 3Reading tickets, orders and macros needs no approval. Replying, posting or hiding a comment, changing tags or status, saving a macro and any refund, cancellation or order edit each ask first.
More in Customer support
Other apps of this kind that agents work in, each with its own page.
Watch it work
A sample replay with example data, sped up. Pause it, scrub through it, or take the mouse yourself. This sample shows a similar job in other tools; Gorgias is not on screen.
On screen
Gmail
Shopify
Google Sheets
Pick a job. Watch it get done.
- Order status6
- Returns3
- How-to2
- Need you3
- Why
- They follow your saved policies: order status, returns inside 30 days, care instructions.
- Where
- support@fieldwork.example · 11 customers
- What to expect
- Sends the 11 drafts. The 3 that need you are not sent.
Your team. Connected to everything.
Support log+Sample replays with fictional data, sped up. Pause one, scrub through it, or take the mouse yourself.
Questions people ask
Can an AI agent issue refunds in Gorgias?
It prepares them and you issue them. The agent reads the Shopify order, works out the amount from your returns policy and drafts the refund together with the reply. A card shows the order, the amount and the reason, and nothing is refunded until you allow it. Partial refunds are handled the same way.
Does the agent see Shopify order data in Gorgias?
Yes. It reads the orders, fulfilments and tracking that Gorgias shows beside each ticket, and can open the order in Shopify itself if you connect that too. It works through the Gorgias connection, or in its own browser when the connection does not cover something.
Can it reply to Instagram comments through Gorgias?
Yes, as drafts that you approve. The AI agent sorts comments that reach Gorgias into questions, praise and spam, drafts short public answers to the questions and suggests which spam to hide. Nothing is posted or hidden until you allow it, and one card can cover the batch.
Will replies sound like our brand?
They follow the voice you give it. Share a tone guide or point it at your best macros and past replies, and the agent writes in that style, with your sign-off. You can tell it what never to say, such as promising a delivery date, and it keeps to that across every ticket.