Gorgias provides customer conversation context and integrated e-commerce actions for retail support workflows. Autonomous agents inspect ticket timelines, customer orders, and message histories to assemble refund or return cases. While Gorgias supports configured commerce actions like issuing refunds through Shopify integrations, autonomous workflows place financial disbursement decisions under human review before triggering refund actions or customer replies.
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Customer support leads, e-commerce operations managers, and automation engineers orchestrating post-purchase support and refund workflows.
A customer submits a ticket requesting a full refund for an item delivered 35 days prior, outside a customer-configured 30-day return window. The agent inspects Gorgias messages, identifies an earlier documented transit delay of seven days, correlates the tracking record, and prepares an internal note recommending a policy exception. The support lead reviews the rationale in Gorgias, approves the exception, and the agent initiates the refund via the configured commerce integration.
Gorgias can trigger refunds through connected commerce integrations like Shopify actions or HTTP widgets when configured. In an autonomous business process, however, issuing disbursements or modifying settled transactions is governed by an explicit human authorization checkpoint before the refund action is executed.
Agent actions are posted using a dedicated service user or API integration account, or logged as internal notes (channel: internal-note). Internal notes remain visible to human agents without being sent to the customer, ensuring draft rationale is verified before any public message is dispatched.
Gorgias implements a leaky bucket rate limit allowing 40 requests per 20-second window for API key authentication and 80 requests per 20-second window for OAuth2 applications. Enterprise accounts share these request allowances across a shorter 10-second window.