Migrate from Gorgias to Support Oasis

The playbook

1. 1

   Day 1 to 3: Provision and connect Shopify

   Set up the Support Oasis tenant. Connect Shopify so orders, customers, refunds, and replacements load inside the ticket. Connect your help center as an AI source.

2. 2

   Day 4 to 7: Roles, SLAs, and routing

   Bring agents in with appropriate roles. Define SLAs and routing rules. Most ecommerce teams find the routing simpler than translating Gorgias rules one for one.

3. 3

   Day 8 to 14: AI Agent for one category

   Pick the highest-volume Gorgias automation category (usually order status). Turn on AI Agent for that category with a high confidence threshold. Read the first 50 drafts. Tune.

4. 4

   Day 15 to 21: Parallel run

   Route new tickets to Support Oasis. Existing Gorgias tickets continue to resolve. Two weeks of parallel operation surfaces edge cases for refund and replacement flows.

5. 5

   Day 22 to 28: Historical import and category expansion

   Import historical conversations. Expand AI Agent to a second category (commonly returns or sizing). Verify Shopify action logs match expectations.

6. 6

   Day 29 to 30: Cut over

   Switch email forwarding fully. Disable Gorgias seats. Keep one read-only seat for one cycle if you want belt-and-suspenders access to historical data.

Common pitfalls

• Underestimating Automate spend at peak season

  Gorgias Automate volume tiers ratchet at predictable thresholds. Pull last year's peak-season invoices specifically when modeling the switch.

• Translating chatbot flows one for one

  Gorgias chatbot flows are scripted. AI Agent uses confidence thresholds and source-grounded replies. Rebuild from intent rather than feature for feature for the cleanest result.

• Forgetting to verify refund policy before turning on AI

  AI Agent will follow your refund policy literally. Tighten any wording that has been working informally in the human-only world before letting AI act on it.