· Reviewed by Issabela Masters
Why do Gorgias users need a virtual assistant?
Gorgias is built for stores that get the same twenty questions a thousand times. Where is my order, can I change the address, the discount code did not work, I want to return this. Rules and macros handle the shape of those tickets, but a person still has to check the order, decide whether the reship is fair, apply the right macro and close the loop. During a launch or the run-up to Black Friday the queue doubles and the founder ends up answering DMs at midnight. An assistant owns the queue in your hours. They work tickets by intent and priority, use the Shopify actions in the sidebar to refund, cancel or duplicate an order without leaving Gorgias, keep macros in your brand voice, tune rules that misroute, and answer comments on your ads before they cost you a sale. Your helpdesk, your store, your policies.
What can a virtual assistant do inside Gorgias?
- Views and intents
- Works the ticket views by intent (shipping, returns, discounts, product questions) and priority so urgent orders are handled before general chat.
- Macros with order variables
- Replies from macros that pull order number, tracking link and customer name automatically, edited so the message still reads like a person wrote it.
- Rules
- Documents each rule (auto-tag, auto-assign, auto-close), tests changes on sample tickets and reports rules that misroute or spam customers.
- Shopify order actions
- Refunds, cancels, edits addresses and duplicates orders from the Gorgias sidebar within the limits you set, and notes each action on the ticket.
- Tags and ticket fields
- Applies your tag set (reason, product, carrier) on every ticket so Stats show where the volume really comes from.
- Social channels
- Answers Facebook and Instagram comments and DMs, hides spam, and moves buying questions on ads into private replies.
- Help Center and Flows
- Updates Help Center articles and self-service Flows so order tracking and return requests deflect before they become tickets.
- Stats and satisfaction
- Pulls first response time, resolution time, CSAT and ticket volume by channel each week with a short note on what moved.
Integrations we handle
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Gorgias and Shopify
Full order history and actions in the ticket sidebar; refunds and reships handled without leaving Gorgias.
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Gorgias and Klaviyo
Customer profile and recent campaigns checked before replying about a promotion or unsubscribe.
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Gorgias and WooCommerce
Orders and customer details pulled into tickets for stores running WooCommerce instead of Shopify.
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Gorgias and Recharge
Subscription pauses, skips and cancellations handled from the ticket by your subscription policy.
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Gorgias and Aircall
Calls logged as tickets with recordings; voicemail callbacks scheduled in your hours.
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Gorgias and Slack
Chargeback risks, fraud flags and VIP complaints posted to your channel the moment they appear.
