Gorgias: What It Is, Pricing and How to Use It (2026 Guide)

What is Gorgias?

Gorgias is a customer support helpdesk built for ecommerce brands, with an AI Agent that answers and resolves customer conversations. Emails, chats, social messages, SMS and phone calls arrive as tickets in one place, and each ticket shows the customer’s orders from your store next to the conversation. Agents can refund, cancel or edit an order from the ticket itself instead of switching to the Shopify admin.

The company describes its AI Agent as one AI with two roles: a pre-purchase Shopping Assistant that answers product questions and a post-purchase Support Agent that handles “where is my order”, returns and address changes. Gorgias says AI Agent resolves up to 60% of conversations automatically, which is a vendor figure, not an independent one.

The problem it solves is specific: an online store where most tickets are about orders, and agents waste time copying order numbers between tabs. Gorgias puts the order data and the actions in the ticket, then lets AI handle the repeat questions.

Who it is for

• Shopify and Shopify Plus stores with steady order-related volume: tracking, returns, exchanges, address changes and cancellations.
• Ecommerce support teams of any size that want email, chat, Facebook, Instagram, WhatsApp, SMS and voice in one ticket view.
• Growing brands that keep adding agents. Pricing is based on ticket volume rather than seats, so seasonal staff do not add licence costs.
• Brands that want AI on the storefront answering product questions before purchase, not only support after it.

Gorgias is a weaker fit if you sell on WooCommerce, BigCommerce or Magento and want the AI features, because AI Agent and Order Management require Shopify. It is also the wrong tool for SaaS or B2B support teams; a general helpdesk or a lighter live chat such as Tidio suits them better.

Key features

• Helpdesk. A shared ticket inbox where each channel you connect becomes a pipeline that turns inbound messages into tickets. Views, tags, assignment and multi-store support let one team run several brands, with Rules and Macros specific to each store.
• Shopify integration. Customer profiles are enriched with Shopify data, and agents can refund, cancel and edit orders from the ticket sidebar. Connecting Shopify also adds default macros that use Shopify actions and variables.
• AI Agent. Learns from your store website, Help Center articles, uploaded documents, URLs and written Guidance (up to 100 enabled guidance entries per store, each up to 30,000 characters). Skills define how it handles common conversation types, and Actions let it perform tasks such as Cancel order and Edit shipping address once you connect an app. You deploy it per channel: Email, Chat or SMS.
• Macros and Rules. Macros insert standard replies and apply ticket actions; Rules run automatically on incoming tickets and can apply a macro. Shopify order actions in a macro only run when an agent applies it manually, not through a Rule.
• Chat. A website chat widget with a one-click Quick install for Shopify, manual embed code for other sites, chat on Shopify checkout and thank-you pages (Quick install only), and proactive chat campaigns.
• Help Center, Flows and Order Management. A self-service help centre and contact form. Flows guide shoppers through scripted answers (Shopify, BigCommerce and Magento 2); Order Management lets shoppers track, return or cancel orders themselves (Shopify only).
• Social, SMS and Voice. Facebook and Instagram comments, ad replies, Messenger and Instagram DMs connect through a Facebook Page; WhatsApp and SMS are available; Voice brings phone calls into tickets as a paid add-on.
• Statistics. Reports on support performance, agents, automated interactions from AI Agent, Flows and Order Management, and Help Center usage.

Pricing

Gorgias prices the helpdesk by the number of billable tickets per month, not by seat. A ticket is billable once at least one message in it is sent from your helpdesk, by a human, AI Agent or a Rule. It counts once however long the conversation runs. Tickets you never reply to are free.

Prices below are from the Gorgias pricing page at the time of writing. Voice, SMS and the Convert product are billed separately.

Plan	Monthly billing	Annual billing (per month)	Tickets per month	Notes
Starter	$10	Not listed	50	Entry plan for very small stores
Basic	$60	$50	300	Can connect Gmail or Outlook directly if you send under 500 emails a day
Pro	$360	$300	2,000	Mid-size teams
Advanced	$900	$750	5,000	High-volume teams
Enterprise	Custom	Custom	Custom	Custom volumes and terms

Tickets beyond your allowance are charged as overage; the pricing page listed $0.40 per extra ticket on Starter and Basic and $0.36 on Pro and Advanced at the time of writing.

AI Agent is charged per automated interaction: $0.90 each on annual plans and $1.00 on monthly plans. An interaction counts as automated when the customer does not need a human agent within 72 hours. If an agent replies within that window, the ticket is billed as a normal helpdesk ticket instead. When AI Agent fully resolves a ticket, both the ticket fee and the automation fee apply to it. Accounts created before 28 May 2025 may still be on legacy pricing.

In practice, a store with 1,000 tickets a month where AI resolves 400 pays for the Pro plan plus 400 automated interactions. Model both meters before you choose a tier.

How to use Gorgias: step-by-step

1. Create the account and connect your store

1. Sign up at gorgias.com and choose a plan.
2. In the helpdesk, click the Settings icon in the bottom-left corner, go to Workspace > Store, add a new store and choose Shopify. You then install the Gorgias app from the Shopify App Store. The person connecting must be a store owner or administrator in Shopify.
3. Open a ticket from a real customer and check the sidebar shows their orders. Try a refund or cancellation on a test order so agents trust the buttons.
4. On BigCommerce or Magento 2, connect from the same store settings; you get customer and order data but not AI Agent or Order Management.

2. Connect your channels

1. Go to Settings > Channels > Email. On Basic or Pro and under 500 emails a day, use the Gmail or Outlook integration; otherwise set up automatic forwarding from your support address.
2. Go to Settings > Channels > Chat, create a chat and select your store. Use Quick install for Shopify to add the widget to every page, then hide it on specific pages from the Installation tab. Use manual installation only if you need custom code.
3. Connect Facebook and Instagram through your Facebook Page so comments, ad replies and DMs become tickets. Add WhatsApp, SMS or Voice if you use them.

3. Set up Macros and Rules

1. Open the Macro Library and import templates for your top questions: order status, returns, shipping times. Edit them to match your policies and tone.
2. Use Shopify variables in macros so replies include the customer’s order number and tracking link automatically.
3. Create Rules to tag, assign or auto-close tickets, for example tagging every ticket that mentions “refund”. Remember that Shopify actions inside a macro do not run when a Rule applies it.

4. Set up and go live with AI Agent

1. Check the prerequisites: an active AI Agent subscription, a connected Shopify store, and Lead, Admin or Account Owner permissions. If Shopify was connected before you subscribed, update the app permissions when prompted.
2. Add at least one knowledge source: your store website, Help Center articles, documents or URLs. If you are starting from scratch, write Guidance first, using the templates. Open each with a one-line summary, use IF/THEN conditions and state clear boundaries.
3. Set up Skills for common conversation types, starting from templates.
4. Optionally add Actions. Connected apps add their actions to your library automatically; an action only runs when a skill or guidance includes it.
5. Set the tone of voice and handover instructions. Keep handover topics minimal at first, then use the Test option to try real customer questions.
6. Under Deploy, enable AI Agent per channel: Email, Chat or SMS. None are on by default. Start with Chat or Email, not both.

5. Measure and improve

1. Check Statistics weekly for first response time, resolution time and automated interactions.
2. Read a sample of AI-handled tickets and fix wrong answers by editing Guidance or the source article.
3. Compare billable tickets and automated interactions against your plan before each renewal.

Tips to get better results

• Fix your Help Center before switching on AI. AI Agent answers from your content; outdated return policies produce wrong answers at scale.
• Write Guidance in plain English with explicit boundaries, such as “never promise a delivery date” and “if the order shipped, do not offer cancellation”.
• Start AI Agent on one channel. Chat gives faster feedback; once accuracy is good, add Email.
• Turn on Order Management in the Help Center. Shoppers who can track or cancel orders themselves never reach an agent. Gorgias reports these as automated interactions, so check how they are billed on your plan.
• Use chat campaigns sparingly. A single proactive message on high-intent pages beats pop-ups everywhere.
• Audit Rules that send messages. A Rule auto-reply makes a ticket billable, so do not auto-acknowledge spam or “thanks” emails.
• Prompt like a colleague when writing Guidance. The same principles as in our guide on how to write better prompts apply: context, constraints and examples.

Limitations and common problems

• Shopify dependency. AI Agent and Order Management do not work for BigCommerce, Magento or WooCommerce stores. Non-Shopify stores should test what they actually get before committing.
• Unpredictable bills. Two meters plus overage mean a sale or a shipping delay can push you into overage quickly. Set an internal alert on ticket volume.
• Billable automation. Rules that send messages and AI replies both count, so careless auto-replies cost money.
• Macros versus Rules. Shopify actions in macros do not run when applied by a Rule, which surprises teams trying to fully automate refunds; use AI Agent Actions instead.
• Chat install method matters. Checkout and thank-you page chat needs Quick install; switching to manual install for custom code removes that option.
• Not built for non-ecommerce support. SaaS teams will pay for order features they cannot use.

Alternatives

• Tidio - cheaper live chat and help desk with the Lyro AI agent, a better fit for small stores and service businesses. See our Tidio guide.
• Wati - if most of your support and marketing runs on WhatsApp. See our Wati guide.
• Manychat - automation for Instagram, Messenger and WhatsApp marketing conversations rather than support tickets. See our Manychat guide.
• Zendesk - a general helpdesk with more flexible routing for larger, multi-department support.
• Intercom - AI-first support for SaaS and product companies.

Browse all support and messaging tools, or see phone and communication tools if calls matter more than chat.

Verdict

Sign up for Gorgias if you run a Shopify store, your tickets are mostly about orders, and you want agents and AI to resolve them without leaving the helpdesk. Start on the plan that matches your current monthly tickets, connect Shopify and chat first, write Guidance before switching on AI Agent, and watch both meters for the first two months. Skip it if you sell on another platform and want the AI features, run SaaS support, or need a free plan.