Gorgias
Gorgias is a helpdesk tool designed specifically for e-commerce stores. The tool provides an all-in-one support inbox that allows businesse...
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What is Gorgias?
Gorgias is the Conversational AI platform for ecommerce that combines aHelpdesk with an AI Agent to drive sales and automate customer support from one unified platform. It is built specifically for ecommerce brands, particularly those on Shopify, and is trusted by over 17,000 brands globally. The platform turns browsers into buyers by engaging shoppers at the right moment with personalized recommendations while automating up to 60% of routine support inquiries.
Key features include an omnichannel inbox that centralizes email, live chat, SMS, WhatsApp, Instagram, Facebook, and TikTok in one view; native Shopify integration that pulls order, customer, and product data without leaving the ticket; AI Agent pre-trained on 1B+ conversations that understands ecommerce intent from day zero; in-conversation actions like canceling orders, applying discounts, and upselling directly inside tickets; automation tools including Rules, Macros, Flows, and self-service intents; revenue attribution reporting to track how much revenue support generates; and 300+ integrations with tools like Klaviyo, Recharge, Loop Returns, and Yotpo.
Gorgias is designed for ecommerce brands ranging from growing independent shops to globally recognizable brands, including those in clothing & apparel, subscriptions, beauty & cosmetics, health & wellness, home & garden, and food & beverage. The platform supports teams of any size with unlimited users, team management, user permissions, and SSO for Google and Microsoft. It helps customer service teams resolve tickets faster, boost CSAT scores, increase average order value through AI upselling, and transform support from a cost center into a revenue driver.
Gorgias pricing
Pricing model: Paid
Gorgias offers tiered pricing based on monthly ticket volume with unlimited users. Starter plan: $10/month for 50 tickets/month, no AI Agent. Basic plan: $50/month for 300 tickets/month with 30 AI Agent resolutions included. Pro plan (recommended): $300/month for 2,000 tickets/month with AI Agent included. Advanced plan: $750/month for 5,000 tickets/month. Enterprise plan: custom volume with custom pricing. Annual plans save up to 16% (2 months free). Overage tickets cost $0.40 each on Starter, $40/100 on Basic, $36/100 on Pro and Advanced, $32/100 on Enterprise. AI Agent costs $1.00 per resolved conversation on monthly plans or $0.90 on annual plans. Voice add-on: $1.20/ticket for 0-74 tickets, decreasing to $0.40/ticket for 500+ tickets. SMS add-on: $0.80/ticket for 0-74 tickets, decreasing to $0.41/ticket for 500+ tickets. 7-day free trial available with all features, no payment info required.
Gorgias pros
- Built specifically for ecommerce and Shopify with native integration
- AI Agent pre-trained on 1B+ ecommerce conversations
- Omnichannel inbox covering email, chat, SMS, WhatsApp, Instagram, Facebook, TikTok
- Automates up to 60% of support inquiries without human agents
- In-conversation actions for canceling orders, applying discounts, and upselling
- Revenue attribution reporting to track support-generated revenue
- 300+ integrations including Klaviyo, Recharge, Loop Returns, Yotpo
- Unlimited users with pricing based on ticket volume not seats
- AI coaching provides real-time tips to help agents improve
- Seamless hand-offs to human agents with full context preservation
- Help Center with unlimited articles for self-service
- Revenue statistics and live statistics for real-time performance monitoring
- Dedicated email server available on Advanced and Enterprise plans
- Supports multi-stores with unlimited brands on one helpdesk
- 4.2x average return on investment with 8.83x ROI on AI-driven sales
- Voice and SMS add-ons for phone and text message support
- Intent and sentiment detection for smarter automation
- Article Recommendations powered by AI save hours weekly
- 7-day trial with access to all features and no payment info required
- 50 in 50 program helps brands reach 50% automation in 50 days
Gorgias cons
- Pricing based on ticket volume can become expensive for high-volume brands
- AI Agent only available on Email and Chat channels, not SMS or Voice
- Starter plan excludes AI Agent entirely
- Overage tickets cost $0.40 each on Starter, increasing complexity
- Voice and SMS require separate add-ons with additional per-ticket costs
- Only 2 requests/sec API rate limit on most plans
- Dedicated Customer Success Manager only for high-GMV brands ($20M+)
- Starter plan limited to only 3 user seats
- Standard support only via email and chat, no phone support for lower tiers
- Data stored primarily in US, EU, and Australia may limit some regions
Frequently asked questions about Gorgias
Who is Gorgias for?
Gorgias is for ecommerce brands focused on driving sales, automating support, and building loyal customers at scale. Whether you're scaling fast or leading the pack, if you run an online store on Shopify, BigCommerce, Magento, or WooCommerce, Gorgias is designed for you. It serves brands from growing independent shops to globally recognizable brands across industries like clothing & apparel, subscriptions, beauty & cosmetics, health & wellness, home & garden, and food & beverage.
What is the difference between Helpdesk and AI Agent?
Helpdesk is the all-in-one support hub that unifies every customer channel (email, chat, SMS, WhatsApp, social media) into one inbox and provides tools like Macros, Rules, Views, and order management for human agents. AI Agent is the always-on ecommerce expert that resolves support questions instantly, converts shoppers with personalized chat, and automates actions like returns, order tracking, and product recommendations without a human in the loop. Gorgias unifies both in a single platform so agents and automation share context.
How does Gorgias pricing work?
Gorgias pricing is based on the number of billable tickets your team handles each month, not on user seats. Plans start at a base rate with a set number of tickets included (Starter: 50, Basic: 300, Pro: 2,000, Advanced: 5,000). You pay more as ticket volume increases through overage fees. AI Agent interactions are priced separately at $1.00 each on monthly plans or $0.90 on annual plans. Annual subscriptions save up to 16% with 2 months free.
What counts as a billable ticket?
A billable ticket is a conversation started on any Gorgias channel that includes a message from a human agent, a Rule, or AI Agent. A ticket that receives a response from a human agent, rule, or AI only counts as one billable ticket regardless of the number of messages sent or received in the thread. However, a reply to an existing ticket thread may count as a new billable ticket after a defined period of inactivity. Newsletters, spam, and auto-responders are filtered out automatically and don't count.
What is an automated interaction?
An automated interaction is a customer request that gets fully resolved without agent involvement, using AI Agent or another automation feature like Flows or Order Management. If the shopper still ends up talking to a support agent within 72 hours of the automated resolution, then the interaction will only be charged as a billable helpdesk ticket instead of an AI Agent interaction. You pay only for fully automated resolutions.
Can I use Gorgias without Shopify?
Yes, Gorgias supports multiple ecommerce platforms including Shopify, Shopify Plus, BigCommerce, Magento, and WooCommerce. However, Gorgias is built primarily for Shopify with the deepest native integration—orders, customers, and store data live inside Gorgias natively with one-click installation and zero data syncing. Other platforms have integrations but may not have the same level of native data access.
What channels does Gorgias support?
Gorgias supports email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS, and Voice. Email and live chat are available on all plans. SMS and Voice require separate add-ons with per-ticket pricing. WhatsApp is available across plans. All channels unify into one omnichannel inbox so your team can manage every customer conversation from a single view with full Shopify context.
How long is the trial period and do I need payment info?
The Gorgias trial period lasts 7 days and gives you access to all features so you can fully test the platform before committing. You do not need to enter any payment info to start the Gorgias trial. To cancel your subscription or trial after signing up, go to Settings > Billing in your Gorgias dashboard and click Cancel Subscription.
Is Gorgias compliant with GDPR and CCPA?
Yes, Gorgias is fully compliant with GDPR, CCPA, and other major global data protection frameworks. The platform adheres to strict privacy and handling guidelines to protect customer data and offers tools to help merchants meet their own compliance obligations. Gorgias employs industry-standard security measures including encryption protocols for data at rest and in transit, strict access controls, and continuous monitoring against unauthorized access.
Where is my data stored with Gorgias?
Gorgias servers are hosted in Google Cloud Platform data centers located in the United States, European Union, and Australia. This ensures customer data is hosted in the region closest to them for optimal performance, reduced latency, and regional data residency compliance. Customers retain full ownership of their data and can delete individual shoppers' data and tickets. Customer data is removed from Gorgias data stores within 90 days of contract termination.