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Gorgias opens AI Agent on three social channels to all AI Agent customers

Vendor-reportedChecked: [launch]

Editorial attribution: Gosia Madej

Prepared with AI assistance. Editorial attribution does not imply personal product testing or manual review of every story.

Published: · Event date:

Gorgias announces general availability on Instagram DMs, Facebook Messenger and WhatsApp after beta. Its setup guides reveal a practical boundary: human takeover must happen inside Gorgias.

Vendor-reportedChecked: [launch][instagram][whatsapp]

What changes for users

Before enabling an integration, test an unrecognized shopper with an expired verification code, then have a teammate take over from Gorgias. Confirm the ticket reaches the team and AI replies stop. Document the inbox staff must use; a response from the native app is an inadequate takeover procedure under these guides.

Editorial assessmentChecked: [instagram][whatsapp]

Three colored conversation threads converge beside a parcel and a hand holding the conversation baton.
AI-assisted editorial illustration of social support and human takeover; not a Gorgias interface. · AI-assisted original vector illustration for AI Agent Reviews

The October 14 announcement expands access, rather than introducing social support for the first time: Gorgias had announced Instagram and Messenger in July. Existing beta users need no action, according to the new release.

Vendor-reportedChecked: [launch][earlier]

The guides cover Shopify stores on plans with AI Agent. Active channel integrations are required. Instagram and Messenger activate together; WhatsApp is separate. Existing knowledge and skills carry across channels, so deployment also exposes the policies already configured for the agent.

Vendor-reportedChecked: [instagram][whatsapp][launch]

Both guides say replying in the native social app does not stop AI Agent. A teammate must reply from the Gorgias inbox to take over the ticket. General availability therefore requires teams to align where people respond, as well as which channels they enable.

Vendor-reportedChecked: [instagram][whatsapp]

The documented scope has limits: Instagram public comments are excluded, replies operate within a 24-hour window, and WhatsApp does not support Gorgias Chat’s Flows or Order Management features. Social availability does not establish full parity with website chat.

Vendor-reportedChecked: [instagram][whatsapp]

Checked against sources

AI-assisted source check

How this was checked

AI-assisted checks read the full release, July predecessor and both setup guides. An initially returned WhatsApp page retained a beta label; rereading the current guide removed it. These are vendor descriptions, not product tests. HTTP 403 blocked a source screenshot.

Editorial assessmentChecked: [launch][earlier][instagram][whatsapp]

The release says all AI Agent customers can use Socials; the guides specify connected Shopify stores and required integrations. We did not verify account eligibility or prices.

Editorial assessmentChecked: [launch][instagram][whatsapp]

Source evidence

Original source excerpt. This shows what the source says; it does not establish product performance.

Instagram DMs and Facebook Messenger turn on together.

Read original source [launch]

Sources