Verdict
Buy Gorgias if you run a Shopify or other online store and want an AI agent that can refund, cancel and track orders, with no per-agent fees. The catch is the double meter: every AI resolution counts as a billable ticket and an AI interaction, and interactions past the plan allowance cost $1.50 each.
Good fit
- Shopify and other ecommerce brands that want AI to handle order status, returns and refunds
- Teams with many part-time or seasonal agents, since users are not billed per seat
- Stores that want public prices and month-to-month billing
Look elsewhere
- B2B or SaaS support teams without an online store
- Buyers whose auditors require ISO 27001
- Teams that want the AI agent to answer phone calls
Pros and cons
Strengths
- Priced by billable ticket, not by agent, with 500 user seats on Basic and above 1.
- AI Agent takes real actions in Shopify, including refunds, cancellations, order edits, address changes and returns 2.
- Every self-serve plan and AI bundle is priced on the public pricing page, with monthly billing 1.
- SLA policies come with every helpdesk plan 9.
- Users rate it 4.6 out of 5 on both G2 and Capterra 15,16.
Weaknesses
- An AI-resolved conversation is billed twice: once as a helpdesk ticket and once as an automated interaction 3,4.
- AI interactions beyond the plan's allowance cost $1.50 each, up from $0.90 before July 2026 1,18.
- AI Agent runs on email, chat and SMS, not on phone calls 5.
- Voice and SMS are add-ons with no published price 1.
- Only SOC 2 Type II is listed; there is no ISO 27001 certificate 11.
Key facts
| Made by | Gorgias |
|---|---|
| Pricing model | per ticket |
| Paid plans from | $10 a month for 50 tickets on Starter, billed monthly 1 |
| 10 agents, AI on | $112 per agent a month (Basic, Pro or Advanced with AI Agent (tier set by ticket volume)) |
| Free trial | 7 days |
| Channels | Email, Live chat, Phone, SMS, Social messaging, WhatsApp |
| Integrations | 150+ app integrations, including Shopify, WooCommerce, BigCommerce and Magento 1. |
| Security reports | SOC 2 Type II |
What Gorgias is
Gorgias is a help desk built for online stores, with deep ties to Shopify, WooCommerce, BigCommerce and Magento 1. It prices by billable ticket rather than by agent: plans run from 50 to 5,000 tickets a month, and Basic and above allow 500 user seats 1.
The headline feature is AI Agent, which answers shoppers and takes actions in the store, from refunds to address changes 2. Since July 2026 the pricing page bundles an AI Agent allowance into every plan by default 1,18.
The AI agent and assist
AI Agent runs on email, chat and SMS, with Instagram, Messenger and WhatsApp in beta 5,6,20. It takes actions in Shopify, including full or partial refunds, cancellations, order edits, address changes, returns, discounts and subscription changes, from a library of 130+ actions 2. Teams can preview answers in test conversations and run it in sandbox mode against real tickets before going live 2,7. For human agents, AI ticket summaries come with every helpdesk plan 8.
Billing has two meters. A conversation AI Agent resolves costs an automated interaction and also counts as a billable helpdesk ticket; if a human replies within 72 hours, only the ticket is charged 1,3,4. Plans include 30, 190 or 530 interactions at $0.90 each on annual terms ($1.00 monthly), and extra interactions cost $1.50 1.
Help desk basics
- Channels. Email, Live chat, Phone, SMS, Social messaging, WhatsApp, plus a help center.
- Routing. Rules send tickets to teams by channel, tag or language, then auto-assign them to available agents with the fewest open tickets, within capacity limits 10.
- Automations. Rules, Flows, Quick Responses and Order Management automate tagging, replies and order tasks 1,3. SLA policies are included.
- Languages. AI Agent replies in 80+ languages, matching the customer's language; agent interface languages are not published 5.
Pricing
For 10 agents handling 2,500 tickets a month with 500 AI resolutions, the cheapest route is Pro with the AI bundle plus overage: $300 + 500 × $0.36 for tickets and $171 + 310 × $1.50 for AI, $1,116 a month billed annually 1. Moving up to Advanced with the AI bundle costs $1,227 1. Monthly billing costs more ($90, $550 and $1,430 a month for Basic, Pro and Advanced with AI), voice and SMS are extra add-ons with no published price, and busy months push both meters up at once 1.
Full Gorgias pricing and bills at 3, 10 and 25 agents
3 agents
$437 /mo
$146 per agent · 750 conversations, 150 by AI
- Plan and volume
- $257
- Agent assist
- $0
- AI agent
- $180
- Agent assist is included in the plan.
- Basic + AI Agent, 300 tickets included, plus overage on 450 (cheaper than the next tier).
- 30 AI resolutions included.
10 agents
$1,116 /mo
$112 per agent · 2,500 conversations, 500 by AI
- Plan and volume
- $651
- Agent assist
- $0
- AI agent
- $465
- Agent assist is included in the plan.
- Pro + AI Agent, 2,000 tickets included, plus overage on 500 (cheaper than the next tier).
- 190 AI resolutions included.
25 agents
$2,757 /mo
$110 per agent · 6,250 conversations, 1,250 by AI
- Plan and volume
- $1,677
- Agent assist
- $0
- AI agent
- $1,080
- Agent assist is included in the plan.
- Advanced + AI Agent, 5,000 tickets included, plus overage on 1,250.
- 530 AI resolutions included.
Security and data
Gorgias holds a SOC 2 Type II report and lists HIPAA compliance, with both reports available on request 11. It publishes a DPA with standard contractual clauses 12 and hosts on Google Cloud in the US, EU and Australia, placing EU merchants on EU servers 13,14. No ISO 27001 certificate is listed. AI Agent uses OpenAI, Anthropic and in-house fine-tuned models; Gorgias says the data it accesses does not train OpenAI or other third-party models, but AI Agent does learn from interactions across brands to tune its prompts 14.
- Data processing agreement. Published DPA with standard contractual clauses 12
- Data hosting. Google Cloud in the US, EU and Australia; EU merchants are placed on EU servers 13,14
- HIPAA. HIPAA compliance listed, report on request; BAA terms not published 11
- AI training. Gorgias says the data AI Agent accesses does not train OpenAI or other third-party models, though AI Agent learns from interactions across brands to tune its prompts 14.
- AI providers. OpenAI on the sub-processor list; the AI Agent FAQ also names Anthropic and in-house fine-tuned models 13,14
What users say
Gorgias averages 4.6 on G2 from 582 reviews and 4.6 on Capterra from 135 15,16. The Shopify App Store listing is lower at 4.3 from 705 reviews, with 10% one-star ratings; a September 2026 review complains that voice fails in the mobile app and that spam voicemails are billed 17. Named customers with public stories include Dr. Bronner's, Psycho Bunny, Orthofeet and The Diamond Store 2.
| Platform | Rating | Reviews | Seen |
|---|---|---|---|
| G215 | 4.6 / 5 | 582 | 8 October 2026 |
| Capterra16 | 4.6 / 5 | 135 | 8 October 2026 |
| Shopify App Store17 | 4.3 / 5 | 705 | 8 October 2026 |
What Gorgias claims (not independently checked):
- AI Agent automates 53% of conversations on average 2.
- Dr. Bronner's saved $100,000 a year after switching from Salesforce and automated 50% of conversations 2.
- Orthofeet passed 50% automation after targeting 30% in 30 days 1.
- Gorgias says it powers customer conversations for 40% of Shopify brands 1.
Concerns raised by others:
- 10% of the 705 Shopify App Store ratings are one star 17.
- A September 2026 Shopify App Store review says voice does not work in the mobile app and spam voicemails are still billed as voice tickets 17.
- The July 2026 repackaging raised the marginal cost of AI automation past the allowance by about 67% 18.
- AI-resolved threads count against both the ticket meter and the AI meter, so automation adds a second bill rather than replacing tickets 19.
How we graded it
| Criterion | Why | Level |
|---|---|---|
| True cost with AI on 30% of the grade | $1,116 a month for 10 agents on Basic, Pro or Advanced with AI Agent (tier set by ticket volume) with AI on, or $112 per agent 8,1. | 3/5 |
| Price transparency 15% of the grade | Every self-serve plan and the AI Agent rates are public, with ticket, seat and interaction limits in numbers, monthly billing and no minimum commitment 1. | 5/5 |
| AI agent and assist 20% of the grade | AI Agent takes actions in Shopify (refunds, cancellations, order edits) on email and chat, plus SMS, and agents get AI ticket summaries; it does not run on voice 2,5,8. | 4/5 |
| Help desk essentials 15% of the grade | Email, live chat, help center, SLA policies and Rules, plus voice and SMS add-ons and WhatsApp; routing is team rules with load-based assignment, not skills, and the app list is 150+ 1,9,10,20. | 4/5 |
| Security and data 10% of the grade | SOC 2 Type II with a published DPA, but no ISO 27001 11,12. | 3/5 |
| What users say 10% of the grade | An average of 4.6 from 582 G2 reviews 15. | 4/5 |
| Total | Weighted sum of the six levels, out of 100. | 75 · B |
Sources
- Gorgias Pricing
- AI Agent
- Helpdesk pricing
- AI Agent and automation pricing
- Gorgias AI Agent Settings: Guardrails and Controls Explained
- Deploy AI Agent
- Test AI Agent
- Introducing AI Summaries in the Ticket View
- SLA policies
- Auto-assign rule for teams
- Security
- Data Processing Agreement
- List of Data Subprocessors
- Security and privacy FAQ for Gorgias AI Agent
- Gorgias reviews
- Gorgias Reviews
- Gorgias: AI, Helpdesk & Chat
- Gorgias packaging change, July 14, 2026
- Gorgias Pricing in 2026: Every Plan, Both Meters, and What the Archives Show
- Enable AI Agent on WhatsApp (Beta)