Unified omnichannel inbox
Bring support conversations into a single inbox across email, chat, SMS, WhatsApp, Instagram, and Facebook, with live customer and store context attached to each ticket.
Overview
Gorgias is a conversational AI and helpdesk platform for ecommerce brands. It combines customer support software with an AI Agent so teams can manage conversations, automate repetitive requests, and respond with store context in one system.
The platform is built around a unified inbox, ecommerce integrations, and workflows that connect pre-sale and post-sale support. According to the site, it supports channels such as email, chat, SMS, WhatsApp, Instagram, and Facebook, and it is designed to help brands scale support without adding headcount in the same proportion.
Core features
Helpdesk workflow tools
Use the helpdesk to manage tickets with macros, rules, views, assignment, routing, satisfaction surveys, and unlimited help center articles.
Native store context
Connect Shopify and other ecommerce systems so agents can view orders, customers, product details, inventory, and customer tags without leaving the conversation.
Action-taking AI Agent
Let the AI Agent answer pre- and post-sales questions, handle returns and refunds, edit orders and subscriptions, generate discounts, and suggest products when configured to do so.
Brand-specific AI controls
Customize AI behavior with brand voice guidance, policies, SOPs, help center content, uploaded documents, and feedback loops that improve responses over time.
Reporting and optimization
Track performance with analytics, live monitoring, revenue attribution, and AI response reasoning so teams can review outcomes and refine workflows.
Common use cases
Omnichannel support operations
Centralize customer messages from multiple channels so support agents can work from one inbox with customer and order context attached to each conversation.
Support automation
Automate repetitive pre-sale and post-sale questions such as order status, returns, and shipping updates while escalating more complex issues to staff.
Pre-purchase sales assistance
Use the AI Agent to recommend products, offer discounts, and respond to shopping questions during live conversations that may affect conversion.
Team ticket management
Route, assign, and manage tickets across a support team while using macros, rules, and views to keep workflows consistent.
Support analytics and optimization
Monitor performance, revenue attribution, and response quality to understand how support contributes to customer satisfaction and sales.
Pros and Cons
Pros
- Combines helpdesk and AI Agent in one platform, which keeps automation and human support in the same inbox.
- Supports a broad set of ecommerce workflows, including order tracking, returns, discounts, subscriptions, and product recommendations.
- Connects to live Shopify data and other integrations, giving agents and automation access to order and catalog context.
- Offers usage-based pricing with unlimited users, which may suit support teams that do not want seat-based billing.
- Includes analytics, revenue attribution, and feedback loops for teams that want to monitor both support and sales outcomes.
Cons
- The most detailed automation and workflow claims are framed for ecommerce use cases, so teams outside that category may find the fit narrower.
- Several capabilities, including SMS, voice, and some advanced plan limits, depend on the specific plan or add-ons chosen.
FAQ
How does Gorgias get set up and customized?
Gorgias is set up around a unified helpdesk and AI Agent workflow. The helpdesk centralizes conversations, and the AI Agent can be configured through brand voice, policies, rules, uploaded docs, and connected systems such as Shopify and a help center.
What channels and workflows does it support?
The source describes one inbox across email, chat, SMS, WhatsApp, Instagram, and Facebook, with in-conversation actions such as cancelling, discounting, or upselling when connected to store data.
What kinds of tasks can the AI Agent handle?
The AI Agent is designed to handle repetitive support and ecommerce tasks such as order tracking, returns, FAQs, discounts, upsells, subscriptions, and shipping updates, while escalating to human agents when needed.
How is Gorgias priced?
Pricing is usage-based. The pricing page shows starter, paid plans, and enterprise options, with helpdesk tickets and AI Agent resolutions billed by volume rather than by seat.
Who is Gorgias built for?
The product pages emphasize ecommerce brands, especially Shopify-based stores, and the AI Agent page frames the platform around pre-purchase and post-purchase customer interactions.
Quick Facts
- Category
- Conversational AI platform for ecommerce
- Primary users
- Ecommerce support and CX teams
- Core workflow
- Unified inbox plus AI Agent for automated and human-handled conversations
- Channels
- Email, chat, SMS, WhatsApp, Instagram, and Facebook
- Pricing model
- Usage-based plans with helpdesk tickets and AI Agent resolutions
- Website
- gorgias.com
Gorgias 替代品
Lasso
Lasso is an ecommerce product data platform for enriching catalog records, processing supplier files, generating product content, and monitoring competitors. It combines a web app with a REST API, SDK, and MCP server for teams and developers.
DailyPlay.ai
DailyPlay.ai 是一個行為成長平台，透過 AI 網站掃描與微型遊戲，協助品牌提升互動與轉換。支援網頁、行動裝置與其他數位接觸點，並提供一行腳本設定與免費互動掃描。
Ably Chat
Ably Chat is a chat API platform for building custom realtime chat applications. It supports room-based messaging, typing indicators, presence, reactions, and message updates, with usage-based pricing options for different deployment stages.
Podium
Podium is an AI lead generation and lead management platform for local businesses. It centralizes lead conversations, automated follow-up, reviews, payments, and booking, with a 24/7 AI Employee available as an add-on.
Grok AI Assistant
Grok 是由 xAI 開發的一款免費 AI 助理，旨在優先考慮真實性和客觀性，同時提供即時資訊存取和圖像生成等進階功能。
EchoTik
EchoTik 是一個 TikTok 電子商務數據分析平台，旨在幫助賣家和電子商務創作者做出基於數據的產品選擇和市場分析決策。