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What is Gorgias?
AI-native helpdesk and support agent built for Shopify brands. Unifies customer support across email, chat, SMS, WhatsApp, Instagram, and Facebook in one platform. Features an always-on AI Agent trained on 1B+ conversations that handles both pre-purchase shopping assistance and post-purchase support (returns, tracking, order management).
Gorgias news
Gorgias AI features review and cost analysis
Analysis of Gorgias AI features and pricing in 2026, including detailed pros/cons and cost-at-scale breakdowns.
Source: Ringly ↗Gorgias AI Agent pricing and capabilities explained
Detailed breakdown of AI Agent pricing ($0.90-$1.00 per resolved interaction), what's included, and estimated automation rates.
Source: Carly ↗Comprehensive Gorgias review with G2 4.6 rating
2026 review covering features, pricing, pros/cons, and customer feedback. Highlights ecommerce fit and ticket-volume pricing concerns.
Source: Tidio ↗Gorgias as ultimate customer service platform review
Analysis of Gorgias strengths (Shopify integration, automation) and limitations (complexity, scalability, pricing) for different business sizes.
Source: Whop ↗
Key features
AI Agent
Always-on AI assistant that resolves support questions and shopping inquiries without human intervention. Handles order tracking, returns, cancellations, refunds, and product recommendations. Supports 80+ languages and can read/understand images. Costs $0.90-$1.00 per resolved interaction.
Unified Omnichannel Inbox
Consolidates email, live chat, SMS, WhatsApp, Instagram DMs, and Facebook Messenger into a single inbox with full customer and order history visible.
Native Shopify Integration
Deep integration with Shopify data. Agents can refund, cancel, edit orders, track shipments, and access customer info directly within conversations without leaving the platform.
Automation & Workflows
Rules, macros, auto-tagging, and automation flows to route tickets, trigger responses, and handle repetitive tasks. Can automate up to 60% of support interactions.
AI Agent Customization
Set tone of voice, build skills (reusable instructions for specific conversation types), connect to other tools via Actions, and control handoff behavior based on confidence levels and customer frustration detection.
300+ Integrations
Pre-built integrations with Recharge, Klaviyo, Yotpo, Loop Returns, AfterShip, and other ecommerce tools. Also supports Shopify Flow and custom webhooks.
Team Collaboration
Unlimited agent seats (pricing based on tickets, not users). Route, assign, and manage tickets across teams with role-based access and team performance tracking.
Revenue Attribution Reporting
Track revenue driven through customer conversations and measure ROI of support and AI automation activities. Reports include automation rate, CSAT, first-response time, and ticket topics.
Gorgias pricing
Gorgias uses a ticket-volume model (not per-seat) plus a separate AI Agent outcome-based fee. Base price includes a monthly ticket allowance; overages charged per ticket. Voice and SMS are add-on channels with separate per-ticket fees.
| Plan | Price | What's included |
|---|---|---|
| Starter | $10/month (billed monthly only) | 50 tickets/month, 3 support agents, live chat, $0.40 per overage ticket, 30 AI interactions/month (AI Agent add-on available) |
| Basic | $50/month (annual) or $60/month (monthly) | 300 tickets/month, unlimited agents, live chat, $0.40 per additional 100 tickets, 30 AI interactions/month (AI Agent add-on available) |
| Pro | $300/month (annual) or $360/month (monthly) | 2,000 tickets/month, unlimited agents, live chat, $0.36 per additional 100 tickets, 190 AI interactions/month, revenue analytics (most popular, 12,400+ brands) |
| Advanced | $750/month (annual) or $900/month (monthly) | 5,000 tickets/month, up to 500 agent accounts, live chat, $0.36 per additional 100 tickets, 530 AI interactions/month |
| Enterprise | Custom quote | 5,000+ conversations/month, custom SLA, dedicated account management, advanced compliance and security features, custom integrations |
| AI Agent (add-on) | $0.90 per interaction (annual) or $1.00 (monthly) | Always-on automation, counts toward helpdesk ticket limit, overage of $1.50 per interaction above plan's included allowance |
| Voice Add-on | Usage-based | Separate per-ticket charges for voice conversations |
| SMS Add-on | Usage-based | Separate per-ticket charges for SMS conversations |
Pros & cons
Pros
- + Ease of use. Intuitive interface with quick onboarding. Agents can be productive fast on core features.
- + Shopify integration is exceptional. Agents access order data, customer history, and can execute actions (refunds, cancels, edits) without leaving the ticket.
- + Unified omnichannel inbox reduces context-switching and ensures agents see full customer history across all channels.
- + Strong automation tools. Rules, macros, AI Agent, and Flows can automate 50-60% of routine interactions.
- + Ticket-based pricing (not per-seat) allows unlimited agent accounts, reducing cost for larger teams.
- + AI Agent trained on 1B+ ecommerce conversations, understands Shopify context and customer intent from day one.
- + 300+ pre-built integrations with ecommerce tools (Recharge, Klaviyo, Yotpo, Loop Returns, etc.).
- + Proactive AI engagement features for pre-purchase shoppers (Search Assist, AI FAQs).
- + Responsive support team and comprehensive learning resources (webinars, academy, help center).
- + Proven ROI. Customers report 8.83× ROI on average, 4.2× average ROI, 19.2× ROI on AI-driven sales interactions, and $500M+ revenue driven through conversations.
Cons
- − Ticket-based pricing scales unpredictably with volume. During peak seasons (holidays), costs can spike significantly and be difficult to budget.
- − AI Agent is double-billed. You pay both the helpdesk ticket fee AND a separate $0.90-$1.00 per automated interaction, which can roughly double bill at scale.
- − Limited chat customization. Live chat interface cannot be fully customized to brand or website-specific needs.
- − AI accuracy limitations. AI Agent sometimes hallucinates or gives inaccurate responses. Works well for FAQs but needs guardrails for nuanced issues.
- − Shallow analytics and reporting. Users report reporting 'could be deeper' for team performance tracking over time. Metrics include hours outside business hours, distorting response-time numbers.
- − Weak phone/voice support. Voice is an add-on channel, not core. Platform doesn't track or log missed calls (62% of callers who can't reach a person switch to competitors).
- − Learning curve on advanced features. Complex automation rules and ticket routing can be difficult to troubleshoot when they don't behave as expected.
- − No free plan. Cheapest entry is $10/month Starter tier.
- − Narrow product fit. Built for ecommerce/Shopify. Less value for B2B, SaaS, or non-Shopify businesses. AI doesn't distinguish B2B vs retail customers.
- − Integration setup complexity. Some integrations require webhooks, HTTP, or coding knowledge; not always plug-and-play.
- − Feature velocity concerns. Some users report new features rarely arrive and improvement requests are not prioritized.
- − Support issues. Some customers report difficulty reaching support for complex troubleshooting; cache/browser clearing is suggested routinely.
- − No predictable monthly bill. Overages and add-ons make final cost hard to forecast.
Who is Gorgias best for?
- • Growing Shopify stores ($1M-$100M revenue) with steady customer inquiry volume.
- • High-volume ecommerce brands that rely on order management actions (refunds, cancels, edits) within support conversations.
- • Brands that want to automate 50%+ of routine support with AI.
- • Teams that need unlimited agent seats without per-user licensing costs.
- • Stores that receive inquiries across multiple channels (email, chat, SMS, social) and need a unified inbox.
- • Brands wanting revenue attribution on customer conversations and support-driven upsells.
- • Ecommerce companies already using Shopify ecosystem tools (Recharge, Klaviyo, Yotpo, Loop Returns).
Frequently asked questions
Who is Gorgias for?
Brands focused on driving sales, automating support, and building loyal customers at scale. Ideal for Shopify stores with 50-5,000+ tickets per month.
What is the difference between Helpdesk and AI Agent?
Helpdesk is the ticketing and omnichannel support platform. AI Agent is a separate always-on assistant that resolves support questions and shopping inquiries without human intervention. Both are included in subscription tiers.
How does Gorgias billing work?
You pay a base monthly fee for your chosen ticket tier (tickets/month included). Overages beyond your limit are charged per ticket. AI Agent is a separate outcome-based fee at $0.90-$1.00 per resolved interaction. Voice and SMS are additional usage-based channels.
What counts as a billable ticket?
Any conversation started on a Gorgias channel that includes a message from a human agent, a Rule, or AI Agent. One conversation thread counts as one ticket regardless of message count (after a period of inactivity, a new reply may restart the count).
What is an automated interaction?
A customer request fully resolved without a human agent, whether by AI Agent, Flows, Quick Responses, or Order Management. These are billed and count toward your plan's automation allotment. If a human replies within 72 hours, it's only charged as a helpdesk ticket.
What languages does AI Agent support?
AI Agent supports 80+ languages. It automatically detects the customer's language and replies in the same language, even if your knowledge base isn't translated.
Can AI Agent see and understand images?
Yes. AI Agent has vision capabilities and can read images customers share (e.g., photos of damaged items, screenshots of receipts, order issues).
Can I customize AI Agent's tone of voice?
Yes. Set tone-of-voice instructions (professional, friendly, casual, etc.) and AI Agent stays consistent across all conversations and channels.
What happens if AI Agent can't handle a conversation?
AI Agent automatically escalates to a human agent when it lacks confidence, detects customer frustration, or encounters a topic marked for human handling. Context is preserved in the handoff.
How do I know if Gorgias is right for my business?
Best fit for Shopify stores with 50-5,000+ tickets per month that want strong order-management actions and AI automation. Less ideal for very small stores (limited budget), B2B teams, or businesses needing live phone as primary channel.
