Overview
Gorgias is a helpdesk built for ecommerce brands that puts email, chat, SMS, WhatsApp, Instagram and Facebook conversations in one inbox alongside order data. Its AI Agent answers routine support questions in the brand's tone and policies, hands off to humans with context, and can act as a shopping assistant that recommends products and offers discounts. It integrates natively with Shopify and also supports BigCommerce, Magento and WooCommerce. Plans are priced by ticket volume rather than per agent.
Label: Vendor-described — Captured from the vendor's own materials. Not independently verified.
Best for
- Shopify and other ecommerce brands handling support across chat, email and social
- Online stores wanting AI to resolve order-status and policy questions
Key features
- AI Agent for support and shopping assistance
- Single inbox for email, chat, SMS, WhatsApp and social DMs
- Order data and actions from Shopify inside each ticket
- Ticket-volume pricing instead of per-seat
- 300+ integrations including Klaviyo, Recharge and Yotpo
What it does
- Unified inbox for email, chat, SMS, WhatsApp, Instagram and Facebook
- AI Agent that resolves routine support questions and hands off with context
- AI shopping assistant for product recommendations, discounts and upsells
- Order lookups and edits from inside tickets via ecommerce integrations
- Routing, assignment and revenue attribution reporting
- Voice and SMS add-ons
Use cases
Not mapped to a use case yet.
Drawbacks & cautions
- Starter includes only 50 billable tickets a month, with $0.40 per extra ticket
- AI Agent is charged on top of the ticket-based plan fee
- Voice and SMS are paid add-ons priced by volume
What users say
Capterra reviewers rate Gorgias highly for its unified inbox and deep Shopify order tools. Common gripes are complex automation rules, add-on costs and AI replies that still need human editing.
What people like
- One inbox pulls in email, chat, social and phone with each customer's full history capterra.com
- Shopify order details, refunds and edits are available without leaving the ticket capterra.com
- Per-ticket pricing lets whole teams have access without paying per seat capterra.com
Common complaints
- Automation rules get hard to manage and troubleshoot as they grow capterra.com
- Cost feels high to some, with new features often sold as add-ons capterra.com
- Some features favor Shopify, and AI-suggested replies often need editing capterra.com
Scores are shown as each site published them on the date checked. They come from those sites' reviewers, not from us, and they never affect our rankings. Ratings based on fewer than 10 reviews are left out. The summaries are our own words, gathered Oct 22, 2026; follow the links to read the reviews.
Alternatives
- Botpress — Platform for building AI agents for customer support across webchat, WhatsApp and helpdesks
- Chatbase — Build AI agents trained on your content to answer customers across chat, email and voice
- Freshdesk — Help desk ticketing with Freddy AI agents, copilot and insights for support teams
- Goodcall — AI phone receptionist that answers calls 24/7, captures leads and books appointments
Evidence
| Fact | Label | Source | Observed |
|---|---|---|---|
| capabilities | Vendor-described | www.gorgias.com | Oct 22, 2026 |
| hasApi | Vendor-described | developers.gorgias.com | Oct 22, 2026 |
| pricing | Vendor-described | gorgias.com | Oct 22, 2026 |
| pricing | Vendor-described | www.gorgias.com | Oct 22, 2026 |
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