How to automate first responses to common customer support questions in Gorgias
Automatically detect and reply to repeat questions about order status, returns, and shipping — so customers get an answer in seconds and agents focus on tickets that need a human.
Why automate first responses?
For most e-commerce support teams, a significant portion of tickets ask the same questions: Where is my order? How do I return this? What's your refund policy? These questions have clear, correct answers — yet they consume agent time that could go toward complex issues.
Automating first responses for predictable question types means customers get answers in seconds (not hours), agents handle fewer tickets overall, and your team's energy is reserved for the conversations that actually require human judgment.
What you'll need
- Gorgias account with Macros enabled (available on all paid plans)
- Written responses for your top 5–10 most common question types
- (Optional) Order tracking URL or Shopify integration for order status lookups
Choose your approach
Select an approach below to see the full step-by-step guide.
Gorgias Rules
lowKeyword Rules detect common questions and auto-apply macros for instant replies
Agent Skill
lowAgent skill that drafts contextual first responses using Claude and queues them for review
Claude Cowork
lowScheduled Cowork task that drafts replies for tickets awaiting a first response
Related Recipes
Frequently Asked Questions
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