Gorgias AI Phone Agent: AI on the Calls, Tickets in Gorgias

Not from Gorgias itself, as of October 2026. Gorgias Voice puts phone calls in front of your team inside the helpdesk, and Gorgias's AI Agent answers email, chat, SMS and social messages, not calls. Gorgias's App Store does list third-party AI phone agents under Phone, such as Flip CX, Ringly and Consio, and each logs its calls as Gorgias tickets. To have AI answer the phone, put a store voice agent on the line and let it file a Gorgias ticket for each call it can't resolve.

Loop Voice publishes this page and sells one of the voice agents that work with Gorgias; Loop Voice vs Gorgias compares the two in full. Gorgias details below come from its own pricing, product, App Store and Help Center pages, checked on October 28, 2026.

Gorgias Voice is an add-on to a Helpdesk plan that lets your team make and receive calls inside Gorgias (Guide to Gorgias Voice). Calls, missed calls and voicemails each open a ticket, and Gorgias bills Voice tickets in tiers, separately from helpdesk tickets. List prices from Gorgias's pricing page:

Gorgias does the human side of phone support well. The Gorgias Voice product page lists IVR menus, routing, transfers, recordings, and AI summaries and transcripts of calls and voicemails, and agents can create orders mid-call with the customer's timeline on screen.

The nearest it comes to AI handling a caller is the Send to SMS step in a Gorgias call flow, which ends the call and texts the caller. With the SMS add-on and AI Agent on SMS turned on for that number, the AI Agent can reply when the caller texts back, which suits callers happy to switch to texting. In writing it can also run actions such as canceling an order, refunding to the card or updating an address; the plan table lists actions from Basic up.

None of these pages describes Gorgias's own AI answering calls: the Fall 2026 release brought AI Agent to social DMs, and the public 2026 roadmap adds more messaging channels, not the phone. AI outbound calls aren't described either.

Loop Voice's inbound agent answers 24/7 and handles order status, returns and exchanges, sizing, shipping and subscription changes (customer support use case). It answers from its knowledge base: your crawled site pages, policies and FAQ, your synced catalog and files you upload. Built-in rules stop or escalate on negative sentiment, a do-not-contact request, complex refunds, and legal or medical questions, and guardrails include stop on "human" and clear identity as an AI when asked.

Safety questions show why the knowledge base matters: the agent can only quote guidance it has. This call came in to a health device brand:

The agent quoted the store's safety guidance, said it could not override it, suggested checking with a physical therapist or surgeon, and texted a 10% code. The caller said they knew they were talking to an AI assistant and still called the conversation "very informative." More are in the call library.

The same voice also makes outbound calls that Gorgias doesn't describe doing with AI: abandoned checkout recovery, post-purchase upsells and win-back, with consent rules covered in the TCPA guide for stores. A customer it called this week who rings back gets the same agent, mid-conversation.

A call the agent can't finish moves like this:

1. The customer dials your store number, which rings the agent or forwards to it.
2. The agent looks up the order and answers from your knowledge base.
3. It reaches a handoff: a refund, a damaged item, a request for a person.
4. During your support hours it can transfer the caller to your team's number, briefing the teammate first; if nobody answers, or out of hours, Loop Voice creates the ticket in Loop Voice and pushes it directly into Gorgias.
5. Your Gorgias rule tags and assigns it. It also works the other way: a Gorgias event, such as a new support ticket, can start a Loop Voice flow.

The ticket carries the AI summary, the order, the recording and the transcript, so your team doesn't have to ask the customer to start over. Loop Voice keeps recordings for 7 days by default; extend retention to 90 days if your team reviews calls later than that. Loop Voice emails each escalation to your Gorgias support address, where it opens as a Gorgias ticket, the same way it connects to Redo, and Loop Voice's guided onboarding sets this up with you; the customer support use case covers the rest of the setup.

Auto-assignment only hands tickets to agents who are signed in and Available, through rules that assign teams (Gorgias automatic assignment). Gorgias treats messages sent through its API or by a third-party integration as agent messages (Gorgias rule glossary), so if handoffs arrive that way, the usual assignment rule, which fires when "message from agent" is false, skips them; if they arrive as email, that rule picks them up too. Give phone handoffs their own rule:

1. Make one test call that ends in a handoff and note what the Gorgias ticket always carries: the sender email, the integration or a subject phrase.
2. Create a phone follow-up team under Settings, Account, Teams.
3. In Workflows, Tools, Rules, click Create rule, then Create custom rule (Gorgias rules).
4. Set WHEN to Ticket created, IF to the condition from step 1, and THEN to Add tags (for example ai-phone-handoff), Assign team and Set priority. Then drag it below your general assignment rule on the Rules page, since rules with the same trigger run top to bottom.
5. Under Workflows, Tools, Ticket assignment, check Auto-assign tickets (this applies to every team's tickets, not only phone handoffs).

Overnight handoffs then sit with the team until someone signs in as Available, and higher-priority tickets are assigned first, so they lead the morning queue.

Decide by who answers your phone today:

For the day and night split, open your number's call flow in Gorgias (Settings, Channels, Voice, your integration, Call Flow tab). Start with a Time rule set to Business hours, route the inside-hours branch to your queue, and end the outside-hours branch with a Forward to step pointing at the agent's number. For peak weeks such as Black Friday, under Handle busy times on the Route to step, choose Skip queue when it's too busy and add a Forward to step on the Skip queue branch.

Gorgias's pricing page says a Voice ticket starts "the moment a call connects", while its Gorgias billing article lists only answered calls, voicemails and connected outbound calls as billable, so ask Gorgias whether calls your call flow forwards out count toward your Voice tier. To compare AI phone agents beyond Gorgias, see the best AI phone agents for Shopify customer service.

Run Loop Voice's simulator first: six built-in personas, including an angry customer and one suspicious of AI, play up to ten conversations at once, scored on goal completion, tone, accuracy, compliance and naturalness, with nothing dialed and no credits used. The retrieval test then shows the passages the agent finds for a question typed as a caller would say it.

Next, the test console calls your own number with an optional scenario and keeps test calls out of analytics. Then call your store number, end one call in a handoff and check the Gorgias ticket: summary, order, recording, tag, team and priority. If you forward after hours, call your store number a minute after closing to check the Time rule, and check that the handoff ticket shows the caller's own number. After launch, read the answer gaps each week; the setup walkthrough covers the rest of the build.

Each product bills a different unit. Gorgias's AI Agent bills each automated interaction, a request resolved without your team, and that conversation also uses a helpdesk ticket; if an agent replies within 72 hours, only the ticket is billed (Gorgias billing). It is sold as a monthly allotment, for example 190 interactions for $190 a month on Pro. Loop Voice charges per answered conversation, about 1.5 credits each, resolved or handed off.

Example: a store on Gorgias Pro takes 300 support calls a month, 80 of them evenings and weekends, and the agent resolves 7 in 10. At monthly list prices, helpdesk plan excluded:

With the agent on every call, it costs $1.33 per answered call, or $1.90 per resolved call, against about $1.18 to $1.36 for a written resolution by Gorgias's AI Agent on Pro ($1.00 plus a helpdesk ticket at $0.18 within the plan or $0.36 over it); what it buys is 300 live calls turned into about 90 tickets with the summary, order and recording attached. The middle row's range depends on whether forwarded calls count as Voice tickets: $250 for 300 if they do, $175 for 220 if not. The last row assumes your store number rings Loop Voice directly. See Loop Voice pricing for plans and AI voice agent vs call center costs for staff time.