Gorgias is a conversational AI and helpdesk platform for ecommerce brands, combining an AI agent with a unified inbox to automate support and turn conversations into sales.
About
Gorgias is a conversational AI platform and helpdesk built specifically for ecommerce brands. It addresses a common problem for online stores: customer questions arrive across email, chat, SMS, WhatsApp, Instagram, Facebook, and phone, and many of them—order tracking, returns, sizing, subscription changes—are repetitive. Gorgias consolidates every conversation into one inbox while an AI Agent handles routine tickets automatically and escalates the rest to human agents with full context.
The platform pairs the AI Agent with the helpdesk in a single product rather than requiring brands to attach a third-party AI tool to a generic ticketing system. The AI Agent is trained on a large corpus of ecommerce conversations, applies a brand's own tone and policies, and can act on Shopify order data directly inside a conversation. Founded in 2015, Gorgias reports serving more than 17,000 ecommerce brands, with a strong focus on Shopify merchants, and counts OpenAI and Shopify among its partners.
Key Features
Pricing & Fees
- Pricing: Gorgias uses usage-based pricing: helpdesk plans scale from 50 to 5,000 tickets per month and are not priced per agent, while the AI Agent is billed per resolved conversation. Exact plan prices are not publicly listed on the pages we reviewed; check the official site for current plans.
- Ticket volume tiers: The helpdesk is designed to scale with ticket volume, which suits growing stores that add seasonal staff.
- Integrations: More than 100 apps are available, including preferred integrations with Loop Returns, Yotpo, Recharge, Bloomreach, Attentive, and Klaviyo.
- Onboarding program: A "50 in 50" program aims to help brands reach 50% ticket automation within 50 days, with defined milestones at day 7, day 21, and day 50.
- Free entry point: The site offers a free sign-up option alongside demo booking.
Who It's For
Gorgias is aimed at direct-to-consumer ecommerce brands, particularly Shopify merchants, that want to automate repetitive support tickets while keeping personalized service for complex issues. Typical users include customer service leads, support managers, and store owners in clothing and apparel, beauty and cosmetics, health and wellness, subscriptions, home and garden, and food and beverage. It also offers an enterprise tier for larger Shopify brands, and publishes industry-specific playbooks for verticals such as luxury retail, pet products, and consumer electronics.
FAQ
What is Gorgias?Gorgias is a conversational AI platform for ecommerce that combines an AI Agent with a unified helpdesk to automate support inquiries, manage customer conversations across channels, and support pre-sale and post-sale sales interactions.
How much does Gorgias cost?Pricing is usage-based: helpdesk plans scale with monthly ticket volume (50 to 5,000 tickets), the AI Agent charges only when it resolves a conversation, and Voice and SMS are optional add-ons. Specific plan prices are not publicly listed on the pages we reviewed; check the official pricing page.
Does Gorgias work with platforms other than Shopify?Yes. Gorgias integrates natively with Shopify and also supports BigCommerce, Magento, and WooCommerce, plus more than 100 other ecommerce apps.
Can the AI Agent hand conversations to human agents?Yes. The AI Agent escalates conversations to human agents with context, and it can be constrained by brand-defined tone, policies, and standard operating procedures.
How much automation do brands typically achieve?Gorgias cites customer results such as a 56% automation rate in under two months and states the AI Agent can automate up to 60% of support inquiries; actual results vary by store and ticket mix.
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