Gorgias
Gorgias · Ecommerce Help Desk with a Per-Resolution AI Agent
Gorgias is a help desk for Shopify and other ecommerce brands with a built-in AI Agent that resolves support conversations and automates actions such as returns and order tracking, billed per automated interaction. It is for online stores that want support, order data, and AI in one platform.
Best for
Shopify and ecommerce brands that want a help desk whose AI agent can look up orders and process returns, with published per-resolution pricing
Not ideal for
B2B SaaS or service businesses, or teams that want to keep an existing non-ecommerce help desk
Who it's for
Customer support and CX teams at Shopify and other ecommerce brands
Capabilities
- AI Agent on every plan that resolves support conversations and is billed only when it resolves one
- Automates ecommerce actions such as returns and order tracking; cancel, discount, and similar actions from the Basic plan up
- Personalized shopping chat aimed at converting shoppers, alongside support
- Help desk and AI Agent in one inbox and one bill, with ticket allowances per plan
- Integrations with Shopify, Shopify Plus, WooCommerce, BigCommerce, and 150+ apps
- Email, chat, social, and help center channels, with voice and SMS add-ons
- Built-in handover rules for frustration, explicit requests for a human, and sensitive topics, plus configurable handover topics
- REST API (2 requests per second on standard plans)
Limitations
- Built for ecommerce; teams outside online retail get little from its order and product features
- The AI Agent is part of the Gorgias help desk, so switching to it means moving support into Gorgias
- Two meters to watch: ticket allowances and automated interactions both carry overage charges
- Starter is billed monthly only and includes 30 automated interactions, and cancel/discount actions are not on Starter
- Voice and SMS cost extra
Use cases
- A Shopify store answering order-status and shipping questions automatically in chat and email
- Processing return requests without an agent touching the ticket
- Answering pre-purchase questions from shoppers in chat
- Handing angry or sensitive conversations straight to a human agent
Gorgias pricing
Starter
$40/month
Billed monthly
- Help desk $10 + AI Agent $30
- 50 tickets and 30 automated interactions
- $1.00 per extra automated interaction
Basic
$77/month ($90 monthly)
Billed annual
- 300 tickets and 30 automated interactions
- $0.90 per extra automated interaction
- Self-serve onboarding
Pro
$471/month ($550 monthly)
Billed annual
- 2,000 tickets and 190 automated interactions
- $0.90 per extra automated interaction
- Revenue analytics
Advanced
$1,227/month ($1,430 monthly)
Billed annual
- 5,000 tickets and 530 automated interactions
- $0.85 per extra automated interaction
- Sales-led, dedicated team
Free tier limits: No free plan. Free trial with no credit card required.
Note: Each plan bundles a help desk fee and an AI Agent fee. Ticket overages are billed separately from automated-interaction overages. Voice and SMS are add-ons.
Technical specs
Modalities
text
Gorgias vs. competitors
Gorgias vs. Fin
Fin can run on Gorgias and several other help desks at $0.99 per outcome; the Gorgias AI Agent is built into the help desk with ecommerce actions such as returns and order tracking, and a plan allowance before per-interaction charges apply.
Gorgias vs. Help Scout
Help Scout is a general-purpose small-team help desk whose AI agent answers from the knowledge base; Gorgias is ecommerce-specific, with order and product actions.
Gorgias vs. Zendesk AI Agents
Zendesk AI Agents serve every industry inside Zendesk; Gorgias focuses on online stores and bundles ecommerce integrations and actions.
Frequently asked questions
How much does Gorgias AI Agent cost?
The AI Agent is included on every Gorgias plan with an allowance of automated interactions (30 on Starter and Basic, 190 on Pro, 530 on Advanced). Extra automated interactions cost $1.00 on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced. Plans start at $40/month.
Does Gorgias only work with Shopify?
No, but it is built for ecommerce. Gorgias integrates with Shopify, Shopify Plus, WooCommerce, BigCommerce, and 150+ other apps.
When does the Gorgias AI Agent hand over to a human?
It always hands over when a customer shows anger or frustration, asks for a human, or raises a sensitive topic, and you can add your own handover topics or exclude topics entirely.
Can I use Fin on Gorgias instead?
Fin lists Gorgias among the help desks it works with, so a Gorgias store can choose between Fin at $0.99 per outcome and the native Gorgias AI Agent at $0.85–$1.00 per extra automated interaction. The native agent is included in the plan and has direct access to Gorgias's ecommerce actions.
Integrations & fit
Alternatives to consider
Salesforce (Fin, formerly Intercom)
Support teams on Intercom, Zendesk, Salesforce, HubSpot, or Freshdesk who want to automate resolution of repetitive questions at a transparent $0.99-per-outcome price
Paid
Help Scout
Small and growing support teams that want a simple help desk and a per-resolution AI agent in one self-serve product, with a spending cap
Freemium
Chatbase
Small teams that want a self-serve AI support agent on their website or in their existing help desk, with published monthly plans
Freemium
Zendesk
Support teams already on Zendesk who want AI-powered ticket resolution and triage across channels
PaidAbout Gorgias
Gorgias describes its help desk as designed specifically for ecommerce and Shopify, and connects it to Shopify, Shopify Plus, WooCommerce, BigCommerce, and 150+ other apps. Its AI Agent is included on every plan and is billed when it resolves a conversation: it answers support questions, runs personalized shopping chat, and automates actions like returns and order tracking, with actions such as cancellations and discounts available from the Basic plan up. Plans bundle a help desk ticket allowance with AI Agent interactions: Starter is $40/month billed monthly (50 tickets and 30 automated interactions), Basic is $77/month billed annually or $90 monthly (300 tickets), Pro is $471/month annually or $550 monthly (2,000 tickets, 190 automated interactions), and Advanced is $1,227/month annually or $1,430 monthly (5,000 tickets, 530 automated interactions). Extra automated interactions cost $1.00 on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced, and extra tickets are also billed. Channels are email, chat, social, and a help center, with voice and SMS as add-ons. The AI Agent hands over to your team automatically when a customer is angry, asks for a human, or raises a sensitive topic, and for any topics you mark as off-limits. Gorgias is a poor fit outside ecommerce, and its AI Agent is part of the Gorgias help desk rather than an overlay for other help desks.
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