How do you set up Gorgias auto-replies in 2026?
Quick Answer: As of April 2026, Gorgias auto-replies are configured through the Rules engine: create a Rule with a trigger (new ticket), conditions (e.g., subject contains "order status"), and an action that sends a saved Macro response. Auto-replies can be paired with Gorgias AI Agent for fully automated resolution of common questions.
Setting Up Gorgias Auto-Replies
Gorgias is a help desk for ecommerce that uses Rules and Macros for auto-replies. As of April 2026, Gorgias also offers AI Agent for fully automated answers on the higher tiers.
Step 1 — Create a Macro
A Macro is a reusable response template. In Gorgias, navigate to Settings → Macros → New Macro:
- Name the Macro (e.g., "Order Status Auto-Reply")
- Add the message body with variables like
{{ticket.customer.firstname}}and{{ticket.last_message.fields.order_number}} - Save
Step 2 — Create a Rule
Rules trigger Macros automatically. Navigate to Settings → Rules → New Rule:
- Trigger: "Ticket is created"
- Conditions: "Subject contains" → "order status" (or use multiple OR conditions)
- Actions: "Reply with Macro" → select the Macro from Step 1
- Optional: Add "Set status to Closed" or "Add tag" for downstream reporting
Save and toggle the Rule on.
Step 3 — Test
Send a test email to the connected support address with the trigger phrase. Confirm the Macro fires and the variables populate correctly.
Step 4 — Optional AI Agent
On Gorgias Pro and above, AI Agent can resolve order status, returns, and shipping questions end-to-end. Enable from Settings → Automation → AI Agent and configure which Shopify data sources it can read. Set human handoff conditions (e.g., refund requests over $100) so AI Agent escalates appropriately.