The same support knowledge can answer on WhatsApp
Gorgias released AI Agent for WhatsApp in beta on September 9. Merchants can deploy it from AI Agent, Socials, and their WhatsApp integration.
Gorgias says the beta uses the merchant's existing knowledge, policies, tone, and settings. That shortens setup only if those source materials are current and specific enough for the questions customers ask on WhatsApp.
Two missing capabilities change the handoff plan
Shopping Assistant is not supported in the beta. Shoppers also cannot verify their identity through a one-time code, so the agent cannot cancel an order or change an address on WhatsApp.
Build those limits into routing and reply copy. A customer should reach a person without repeating the whole issue after asking for a shopping recommendation or account action.
Start with questions that have a safe answer
Use a small test set covering shipping policy, return policy, product facts, and one unsupported order action. Check the answer, cited knowledge, escalation, and transcript in each case.
Our recommendation: publish the beta only after the human queue can absorb the expected handoffs. A fast automated reply is not useful when the next required step disappears.
For your next work session
What to check next
- Confirm the WhatsApp beta is available in the Gorgias account.
- Review the knowledge and policies the agent will use.
- Test shipping, returns, product facts, and an order-change request.
- Send shopping help and identity-required actions to a person.
- Review transcripts and handoff volume before expanding coverage.
Sources and scope
The release is a beta. Gorgias says Shopping Assistant is unavailable, shoppers cannot verify identity by one-time code, and the agent cannot cancel orders or change addresses on WhatsApp.
The announcement is confirmed by the source below. Practical checks in this article are Stan Consulting's recommendations.
Need help applying this to your business? Ecommerce marketing services.
