Gorgias vs Trengo (2026)

Gorgias

by Gorgias

Trengo

by Trengo

Pros

• ✓Native Shopify actions let AI Agent process refunds, edit orders, update addresses, and generate discount codes autonomously mid-conversation, without handing the customer to a human agent.
• ✓Helpdesk plans are priced by ticket volume rather than per agent, with 500 user seats on every tier above Starter, so support headcount can grow without changing the plan.
• ✓Fully public pricing across every helpdesk tier, with a $10/month Starter plan and an AI Agent add-on billed only on conversations the AI fully resolves.

Limitations

• ⚠AI Agent is billed separately from the helpdesk plan at $0.90 per resolved conversation on most plans and $1 on Starter, so total monthly cost is the plan fee plus resolution fees.
• ⚠Ticket-based pricing creates cost unpredictability during peak seasons. A Black Friday spike can push teams into overage at $0.36 to $0.40 per ticket above the plan limit, on top of AI Agent resolution fees and a $1.50 fee per automated interaction beyond the included allowance.
• ⚠Purpose-built for ecommerce only. B2B SaaS, financial services, and multi-brand enterprises with complex SLA management and non-ecommerce escalation workflows will find the platform too narrow and should evaluate Zendesk or Intercom instead.

Pros

• ✓WhatsApp is a genuinely native channel, not a retrofit. That depth is materially valuable for European, LATAM, and APAC service patterns where WhatsApp, not email or live chat, is the dominant customer channel.
• ✓European-first design brings GDPR compliance and AWS Frankfurt EU data residency by default. Localization and multilingual support are built in rather than adapted from a US-first product.
• ✓The AI Agent is included in both paid plans with no separate AI platform fee. Boost is $341 per month and Pro is $569 per month on annual billing, with AI-handled conversations billed at $0.28 to $0.34 each.

Limitations

• ⚠US brand recognition and partner ecosystem are thin. Integration coverage for US-specific tools trails Zendesk and Intercom, which matters for teams evaluating from a US procurement view.
• ⚠Autonomous-resolution depth lags AI-native challengers. Trengo advertises up to 80% resolution, but its agentic capabilities are less advanced than Sierra, Decagon, or Intercom Fin.
• ⚠Billing has three moving parts: base tier, per-user add-ons, and a per-AI-conversation surcharge. At $0.28 to $0.34 per AI conversation on top of base and user costs, spend is hard to forecast at high volume.