Gorgias

Gorgias is a customer service platform built for ecommerce teams. It combines a helpdesk with an AI agent that answers routine questions, and both work from the same conversation history. The agent is trained on a brand's tone, policies and standard operating procedures, while human agents see live store data beside the reply box. The result is a single inbox where automated and human support hand work back and forth without losing context.

Key Features

• An AI agent trained on your brand's tone, policies and SOPs, with rules for when to escalate to a person.
• One omnichannel inbox that keeps conversations from different channels in a shared workspace.
• In-conversation actions such as cancelling an order, applying a discount or upselling without leaving the chat.
• A native Shopify integration plus more than 300 other integrations.
• Team collaboration tools and built-in AI coaching for support agents.
• Revenue attribution reporting that connects conversations to sales.
• A proactive rather than reactive approach to AI support, governed by your rules.

Who is it for

• Ecommerce brands that answer order, shipping and return questions every day.
• Support teams that want routine tickets resolved before a human picks them up.
• Shopify merchants that need store data inside the support inbox.
• Operations leaders who want to measure how support conversations affect revenue.

What can you do with Gorgias

• Answer order status, delivery and return questions with data from the connected store.
• Let the AI agent cancel, discount or upsell inside a conversation according to your rules.
• Give human agents the full customer history and live store context while they reply.
• Route complex or sensitive cases to the right teammate with escalation rules.
• Review conversation quality and coach agents with the built-in coaching tools.
• Report on the revenue influenced by support conversations.

How does Gorgias work

1. Connect the store and the support channels your customers already use.
2. Train the AI agent on your brand voice, policies and documented procedures.
3. Decide which actions the agent may take and which cases must go to a person.
4. Let the agent resolve routine tickets and hand the rest to the shared inbox.
5. Review transcripts, escalation reasons and revenue reports, then refine the rules.

Pricing

• Starter is $10 per month for 50 tickets and 30 AI interactions, on monthly billing.
• Basic is $50 per month billed annually or $60 monthly, for 300 tickets.
• Pro is $300 per month billed annually or $360 monthly, for 2,000 tickets.
• Advanced is $750 per month billed annually or $900 monthly, for 5,000 tickets.
• Enterprise is quoted by sales; extra AI interactions cost $0.90 on annual plans or $1.00 on monthly plans.
• A 7-day trial is available without payment information.

FAQ

Does Gorgias have a free plan?

No. Gorgias offers a 7-day trial that includes the product's features and requires no payment information. After the trial, service continues on a paid helpdesk plan.

How is Gorgias billed?

Plans are priced by monthly ticket volume rather than by agent seat. Each plan includes a set number of tickets and AI interactions, and additional usage is charged at the rates shown on the pricing page.

Does Gorgias work with Shopify?

Yes. Shopify is a native integration, so the support team can see store data and act on orders from inside a conversation. More than 300 other integrations are also available.

Can the AI agent hand a conversation to a person?

Yes. Escalation rules decide when the agent stops and a teammate takes over. The human agent inherits the same conversation and customer context that the AI used.

What happens when a plan runs out of tickets?

Additional tickets are charged per ticket. The pricing page lists $0.40 per ticket on Starter and Basic, and $0.36 per ticket on Pro and Advanced.