Gorgias

Gorgias is a conversational AI platform for ecommerce brands. It combines a unified helpdesk with AI Agent capabilities for support, shopping assistance, and proactive engagement. The product connects customer conversations with Shopify data, support workflows, and revenue reporting so teams can automate routine requests while handing complex cases to people with context.

✨ Key Features

• AI Agent trained for ecommerce — Ground automated responses in brand rules, policies, standard operating procedures, and a knowledge base; Gorgias says the system is pre-trained on more than 1 billion conversations.
• Support Agent — Automate routine customer-service work and escalate a conversation to a human with its context when the request needs judgment.
• Shopping Assistant — Answer product questions and help shoppers move from product discovery toward purchase using storefront information.
• Proactive engagement — Start or target conversations for support and conversion opportunities instead of waiting for every customer to open a ticket.
• Unified omnichannel inbox — Manage email, chat, SMS, WhatsApp, Instagram, and Facebook conversations in one helpdesk workspace.
• Native Shopify context — Access customer, order, and product information in the support workflow, with actions such as order changes or other approved store operations.
• In-conversation actions — Let agents handle tasks such as order lookup, cancellation, discounts, and upsell actions without switching between systems.
• Automation tools — Use Flows, Order Management, Article Recommendations, rules, macros, and routing to structure repeatable support processes.

💳 Pricing

• Starter — $10/month for 50 tickets — The official plan article lists Starter as the entry helpdesk tier with a 50-ticket monthly allotment.
• Basic — $60/month for 300 tickets — The published plan reference lists Basic at 300 tickets per month.
• Pro — $360/month for 2,000 tickets — The published plan reference lists Pro at 2,000 tickets per month.
• Advanced — $900/month for 5,000 tickets — The published plan reference lists Advanced at 5,000 tickets per month.
• Enterprise — custom pricing — Contract-based packaging is available for larger or more complex organizations.
• AI Agent — Gorgias bills AI Agent separately when it fully resolves a conversation without human handoff; the official pricing summary lists most plans at $1 per AI-resolved conversation monthly or $0.90 annually.
• Voice and SMS — These channels are volume-based add-ons and are charged separately from the core helpdesk subscription.

Pricing note — Gorgias uses ticket/conversation-based pricing rather than per-agent pricing. The live pricing page and official plan article can show different packaging views, and legacy accounts may follow older terms; confirm the current ticket allotment, AI-resolution rate, overage, channels, add-ons, and contract before purchase.

⚖️ Alternatives Compared

🎯 Use Cases

• Order-status support — Answer shipping, delivery, and order questions using connected store context.
• Product discovery — Help shoppers compare products, understand details, and choose an item before purchase.
• Returns and order changes — Automate eligible cancellations, returns, discounts, and other approved store actions.
• Multichannel ecommerce support — Keep email, chat, SMS, WhatsApp, Instagram, and Facebook conversations together.
• Routine-ticket deflection — Let AI Agent resolve repetitive requests and send judgment-heavy cases to a human.
• Growing Shopify brands — Combine customer conversations, order data, helpdesk workflows, and store operations in one place.
• Support-to-revenue measurement — Review revenue attribution and customer outcomes alongside support activity.
• Support quality improvement — Use Auto QA and AI coaching to identify incomplete resolutions or communication issues.