Gorgias

Gorgias is a customer support platform built for ecommerce brands on Shopify, BigCommerce, Magento, WooCommerce and PrestaShop. Gorgias charges by ticket volume, so cost scales with monthly conversation count rather than team headcount, and every tier above Starter carries 500 user seats. The vendor's homepage states that 17,000+ ecommerce brands are powered globally.

Helpdesk pricing is fully public with monthly and annual billing. Starter is $10/month for 50 billable tickets across 3 user seats and is monthly billing only. Basic is $60/month, or $50/month billed annually, for 300 tickets. Pro is $360/month, or $300/month annually, for 2,000 tickets. Advanced is $900/month, or $750/month annually, for 5,000 tickets with priority support. The pricing FAQ states that access to a Customer Success Manager depends on annual Shopify GMV. Enterprise is custom-quoted. Tickets above the plan limit are charged at $0.40 each on Starter and Basic and $0.36 on Pro and Advanced. Voice is a paid add-on from $25 per month and SMS from $17 per month on annual pricing, both billed by call and text volume and available on any plan. The free trial lasts 7 days and needs no payment details. All amounts are payable in US dollars.

AI Agent is a separate add-on billed per resolved conversation rather than per seat or per message, and Gorgias states that customers pay only when AI Agent fully resolves a conversation without human involvement. On monthly billing the add-on is $30 a month on Starter and Basic, $190 on Pro and $530 on Advanced, and annual billing lowers Basic, Pro and Advanced to $27, $171 and $477 a month. Gorgias's AI Agent pricing guide states that most plans are $0.90 per resolved interaction and Starter plans begin at $1. The pricing page's plan comparison lists $1.00 on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced per automated interaction. The pricing cards include 30 automated interactions on Starter and Basic, 190 on Pro and 530 on Advanced, then list $1.50 per automated interaction past that limit, while the pricing guide, last updated in May 2026, describes plans of 90 to 2,500+ interactions. The automation fee sits on top of the helpdesk ticket fee, so a conversation AI Agent resolves is also a billable ticket. If the shopper reaches a human agent within 72 hours of the resolution, only the ticket fee applies. AI Agent executes real Shopify actions mid-conversation, including processing refunds, updating shipping addresses, editing orders, checking order status, generating discount codes, and recommending products. Brands define exclusion and handover topics that AI Agent must pass to a human.

Integration coverage centers on the ecommerce stack: native Shopify and Shopify Plus with AI actions against the Shopify API, plus BigCommerce, Magento, WooCommerce and PrestaShop. Ecommerce stack integrations include Klaviyo, Recharge, Loop Returns, Yotpo and Postscript. Messaging channels cover email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS as an add-on and voice as an add-on. Gorgias gives three counts for its integrations: 100+ on its app store page, 150+ on the pricing comparison and 300+ on its homepage. Gorgias publishes a first-party MCP server in beta at a per-tenant endpoint on mcp.gorgias.com, authorized over OAuth, exposing tickets, analytics and AI Agent and helpdesk settings as tools to MCP-compatible clients including Claude, ChatGPT and Cursor. The vendor states it is in open beta, included in any paid plan at no extra cost, and does not require AI Agent.

Gorgias suits ecommerce brands, particularly on Shopify, that want support conversations and AI resolution tied to order data. Teams outside ecommerce, such as B2B software or financial services companies, should look at Intercom or Zendesk. Review sites diverge: G2 shows 4.6 from 582 reviews, Capterra 4.6 from 135 and the Shopify App Store 4.3 from 709, while Trustpilot shows 2.0 from 153, with recent one-star reviews citing an interface update and support responses.

Current state Q4 2026: AI Agent 3.0 shipped in the Summer 2026 release. AI Agent covers email, chat and SMS and, since AI Agent 3.0 and the Fall 2026 release, also answers on Instagram, Facebook and WhatsApp, with Shopping Assistant skills for proactive recommendations and dynamic discount generation, and the Summer release added a Voice AI Agent that resolves phone inquiries and escalates to a human when needed. Live Translation, in beta, translates inbound and outbound messages across 90+ languages. The help center states that AI Agent supports over 80 languages. The Fall 2026 release added a separate tone of voice for social channels, actions inside Skills, Gaia Hub, Gaia Onboarding and Gaia for Helpdesk. Support Agent handles service inquiries, and Shopping Assistant holds pre-purchase conversations trained on the brand's Shopify store and customer data. Gaia, free while in beta, works with the team on setup and ticket work, and reviews conversations to recommend or create new Skills and Actions for AI Agent, while the brand controls what gets published. SOC 2 Type II is current: the Trust Center lists a report dated 31 December 2025 and badges it alongside GDPR, CCPA and HIPAA. The audit report itself sits behind an access request rather than a direct download. On data training, the Master Subscription Agreement permits Gorgias to use customer data, feedback, aggregate data, usage data and output to build and improve its own internal machine learning and AI models. No opt-out mechanism is published in that agreement, the DPA, the supplemental terms or either privacy notice. Gorgias contractually prohibits third-party model providers from training on customer data, and those providers operate under a zero-data-retention policy.