Gorgias
Conversations that drive revenue, not just resolutions
Overview
Gorgias is a strong choice for DTC and Shopify-first ecommerce brands because it's built around commerce data from day one — agents see order history, subscription status, and shipping info right next to the conversation, and the AI Agent is tuned for the same use cases (where's my order, how do I return this) rather than generic support. It's less useful for B2B or non-ecommerce companies, where competitors like Intercom or Zendesk are more general-purpose.
The pricing model is the main thing to watch: plans are based on ticket volume (50 to 5,000+ tickets/month) rather than number of agents, which is good for small teams but can get expensive once you cross tier boundaries, and the AI Agent's per-resolution fee (roughly $0.90-$1.00) stacks on top. Compared to Fin or generic AI helpdesks, Gorgias's edge is deep ecommerce-specific context, not raw AI sophistication.
Key Features
Unified inbox: Combines email, live chat, SMS, WhatsApp, Instagram, and Facebook messages into a single helpdesk view.
Native Shopify integration: Pulls order, shipping, and customer data directly into ticket views so agents don't have to tab-switch.
AI Agent automation: Automatically resolves routine ecommerce queries like order status, returns, and refunds, and can be configured to sell (upsell/cross-sell) as well as support.
Macros and automation rules: Lets teams template common responses and automate ticket routing/tagging based on rules.
Revenue reporting: Tracks support-attributed revenue, letting stores see which conversations convert to sales.
300+ app integrations: Connects with loyalty, subscription, and review apps common in the Shopify ecosystem.
Pricing
Starting price
From $10/mo (Starter, 50 tickets); AI Agent billed separately per resolution
Starter: $10/mo for 50 helpdesk tickets.
Basic: $60/mo (or $50/mo billed annually) for 300 tickets.
Pro: $360/mo (or $300/mo annually) for 2,000 tickets.
Advanced: $900/mo (or $750/mo annually) for 5,000 tickets.
Enterprise: Custom pricing for volumes above 5,000 tickets/month.
AI Agent add-on: Roughly $0.90-$1.00 per resolved conversation, available on every plan.
Disclaimer: pricing may change, confirm on Gorgias's own pricing page before buying.
Pros
Ecommerce-native: Deep Shopify integration means agents (and the AI) have real order context automatically.
Not priced per seat: Ticket-based pricing means adding more support agents doesn't directly increase your bill.
Revenue-focused framing: Reporting ties support conversations to actual sales, useful for justifying the tool's cost internally.
Wide channel coverage: One inbox for email, chat, SMS, and social DMs cuts down on tool sprawl.
Cons
Ticket overage costs: Exceeding your plan's monthly ticket allowance triggers per-ticket overage fees.
AI billed separately: The AI Agent's per-resolution cost is an add-on, so the real monthly total is higher than the base plan sticker price.
Ecommerce-centric: Less compelling for non-commerce businesses without order/shipping-style use cases.
What Makes It Unique
Commerce-first AI Agent: Rather than being a generic chatbot bolted onto a helpdesk, Gorgias's AI is trained specifically on order/return/shipping conversations and can actively upsell, not just deflect tickets.
Kay Score
7.8
/ 10
