Gorgias
Conversational AI and helpdesk platform that turns ecommerce support into revenue
By Gorgias · 4.2/5 verified-buyer score
Positioning guardrails
Best for
- Ecommerce and DTC brands on Shopify or Shopify Plus that want AI to resolve tickets and drive sales
- Support teams handling roughly 300-5,000 tickets a month that prefer per-ticket pricing to per-seat pricing
- Brands that want AI Agent, helpdesk, and live Shopify order data in one platform instead of bolted-on tools
- CX leaders measured on automation rate, deflection, and revenue attributed to support conversations
Ideal size: 3-50 support agents people · Ecommerce scale-up or mid-market brand with 300+ monthly conversations
Not for
- B2B SaaS, IT, or internal service desks: the product is anchored to ecommerce order and shopper context
- Very small teams under roughly 150 conversations a month, where a simpler helpdesk is cheaper
- Brands that will not let an AI agent act on orders, refunds, or discounts without human review
- Enterprise contact centres needing deep telephony/ITIL service management out of the box
Value metrics scorecard
Time-to-Value
About 1 week to launch
~7 days to first production value
Total Cost of Ownership
$5,652/yr
Starts at $480 · Ticket-volume tiers, never per agent. Helpdesk and AI Agent billed separately; annual billing from $924/yr (Basic); Starter from $40/mo is monthly billing only.
Implementation Friction
2/5
Engineering + admin effort required
Buyer Score
out of 5 · verified buyers
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
3 seats on Starter; up to 500 seats included on Basic and above; plans cover 50-5,000 tickets per month.
Add-on costs
- Helpdesk overage: $0.40 per ticket on Starter/Basic and $0.36 on Pro/Advanced
- AI Agent automated interactions beyond included volume: $0.85-$1.50 each
- Voice and SMS add-ons priced by call and text volume
Company & support
Who is behind Gorgias, and how your team gets help once it is live.
Company
- Founded
- Not recorded
- Headquarters
- Not recorded
How you get support
- PhoneNot listed
- EmailNot listed
- Live chatNot listed
- Support portal / ticketsNot listed
- Community forumAll plans
- Help centre / docsAll plans
- Dedicated account managerEnterprise only
- In person / on-siteNot listed
- Hours
- Not recorded
- Response time
- SLA listed only on the Advanced plan; targets not published
Support tiers run Community (Starter), Standard (Basic), Specialist (Pro), Dedicated (Advanced). Onboarding is self-serve on Starter/Basic, 1:1 on Pro, white-glove on Advanced; Dedicated CSM and solutions architect on Advanced.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where Gorgias sits relative to every other solution in the database. Toggle axes to compare on cost, speed, friction, or buyer score.
Quadrant view
Implementation friction × Verified buyer score
Stack fit signal
Compatibility with standard B2B ecosystems.
No supported MCP path today, so it cannot be driven from an AI client.
AI & MCP readiness
What Gorgias ships in AI, and what it asks of your ecosystem.
AI features shipped
Vendor describes an AI Agent pre-trained on ecommerce and Shopify context that resolves tickets, takes order actions (cancel, discount, apply), escalates to humans, and gives agents real-time coaching. Guardrails apply brand tone and SOPs; built on a stated direct OpenAI partnership.
In your ecosystem
- AI connection
- Not supported
- Model key
- Vendor's key
- AI usage audit
- Basic visibility
Industry verdicts
How Gorgias speaks to each vertical it serves — same data, sector lens.
Retail & CommerceSell everywhere, stock nothing twice.
Best for in Retail & Commerce
- DTC and Shopify retail brands with steady conversation volume
- Teams that want AI to handle order status, returns, and address changes
- Retailers needing pre-sale chat and shopping assistance that converts
- Multi-channel retailers running email, chat, SMS, Instagram, and Facebook in one inbox
Not for
- Pure brick-and-mortar retailers with no ecommerce or digital support channel
- Marketplace-only sellers without a Shopify, WooCommerce, BigCommerce, or Magento storefront
- Retailers unwilling to have AI act on orders, refunds, or discounts
Gorgias is built specifically for ecommerce retail: the vendor says it powers 40% of Shopify brands and 17,000+ ecommerce brands globally. Native Shopify/Shopify Plus order data, in-conversation order actions, revenue attribution, and an AI shopping assistant make it a strong fit for DTC and omnichannel retailers with meaningful conversation volume. Pricing scales with tickets rather than agents, which suits seasonal retail peaks. Pure in-store retailers, or brands selling only through third-party marketplaces, will find less of the product relevant.
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
Gorgias is a conversational AI and helpdesk platform for ecommerce. It unifies email, chat, SMS, WhatsApp, Instagram, and Facebook in one inbox, with native Shopify and Shopify Plus order data, 300+ integrations, and an AI Agent that resolves routine tickets, takes order actions, and engages shoppers pre-sale. Pricing follows ticket volume rather than agent seats, with Helpdesk and AI Agent billed separately and plans starting at $40 per month; the vendor cites a launch path of about one week.
Frequently asked questions
How does Gorgias pricing work?
Pricing is based on monthly ticket volume, not seats. Starter is $40/mo with 50 tickets, Basic is $924 billed annually with 300 tickets, Pro is $5,652 annually with 2,000 tickets, and Advanced is $14,724 annually with 5,000 tickets. AI Agent is billed separately on every plan and you pay per automated interaction beyond the included volume, while higher plans include up to 500 seats.
How long does it take to get live and see value?
The vendor's 50-in-50 program targets launch in about one week after connecting channels and migrating data, automation at scale by Day 21, and measurable revenue impact by Day 50. Onboarding is self-serve on Starter and Basic, includes 1:1 onboarding on Pro, and white-glove onboarding on Advanced.
Is Gorgias only for Shopify stores?
No. Shopify and Shopify Plus are the deepest integrations, but Gorgias also connects WooCommerce, BigCommerce, and Magento, plus Gmail and Office 365/Outlook for email, and a large app catalogue including Klaviyo, Recharge, Loop Returns, and NetSuite.
What security and compliance does Gorgias offer?
The security page lists SOC 2 Type II certification, HIPAA compliance, SSO for Google and Microsoft 365, two-factor authentication, Google Cloud Platform infrastructure, encrypted backups, and HTTPS/TLS for app data. Audit logs and SAML SSO appear on higher plans, and custom plans add a custom DPA or MSA with security review support.
What AI does Gorgias include and how is it billed?
An AI Agent is included on every plan and is pre-trained on ecommerce and Shopify context. It resolves routine conversations, takes actions such as cancellations and discounts, escalates to humans with context, and follows brand voice and SOP guardrails. The vendor states it is built on a direct OpenAI partnership, and AI usage is billed per automated interaction.
Who should not choose Gorgias?
Teams outside ecommerce, such as B2B SaaS, IT, or internal service desks, will find the product anchored to shopper and order context rather than service catalogues. Very small teams under roughly 150 conversations a month may find simpler or cheaper helpdesks sufficient.