Gorgias
Ecommerce helpdesk with an AI Agent that resolves and sells
Last reviewed 2026-06-18
Gorgias is a customer experience platform for ecommerce, combining a helpdesk with an AI Agent. The helpdesk centralizes support across email, chat, social, voice, and SMS; the AI Agent goes beyond answering questions to take action, pulling real-time Shopify data (order history, product catalog, inventory, customer tags) to edit subscriptions, issue refunds, update shipping, and track orders. It runs in two modes: a Support Agent for post-purchase resolution and a Shopping Assistant that engages pre-purchase shoppers and offers discounts and upsells based on live inventory and shopper data. Gorgias targets Shopify and ecommerce merchants who want to automate repetitive tickets and convert shoppers. The AI Agent resolves many tickets autonomously within configured policies, exposes its reasoning for each response, and runs an Auto QA loop, with merchants able to coach it with a thumbs up or guidance tweak. The AI Agent is Shopify-focused; it is explicitly not supported on BigCommerce, Magento, or WooCommerce.
What it can do
Resolve ecommerce tickets and take actions
AutonomousThe AI Agent answers and acts on tickets: it edits subscriptions, issues refunds, updates shipping, and tracks orders using real-time Shopify data, resolving repetitive requests without an agent within configured policies.
sourcePre-purchase shopping assistant
SupervisedA Shopping Assistant mode engages shoppers like a sales rep, recommending products and offering discounts and upsells based on live inventory and shopper history.
sourceTransparent reasoning and Auto QA
SupervisedShows the reasoning chain behind every AI response and runs an Auto QA process; merchants refine behavior with a thumbs up or a guidance tweak.
sourceOmnichannel helpdesk
CopilotCentralizes support tickets across email, chat, social, voice, and SMS so the AI Agent and human team work from one queue with shared context.
source
Strengths
- +Deep native Shopify integration: the AI Agent acts on real order, subscription, and inventory data, not just FAQs
- +Dual modes cover both post-purchase support and pre-purchase selling (discounts, upsells)
- +Transparent per-response reasoning and Auto QA make it easier to trust and coach
Limitations
- −AI Agent is Shopify-focused and explicitly not supported on BigCommerce, Magento, or WooCommerce
- −Billing stacks: each AI Agent interaction is charged as an automated interaction and counts as a helpdesk ticket, which can surprise on the invoice
- −Best for SMB and mid-market ecommerce; large non-Shopify or non-retail orgs are a poor fit
Overview
Gorgias is a customer experience platform for ecommerce that pairs a helpdesk with an AI Agent. It is built for Shopify merchants who want to automate repetitive support and convert shoppers.
What it does
The helpdesk centralizes tickets across email, chat, social, voice, and SMS. The AI Agent goes beyond answering: it pulls real-time Shopify data (order history, product catalog, inventory, customer tags) to edit subscriptions, issue refunds, update shipping, and track orders, resolving repetitive tickets without an agent within configured policies. It runs in two modes: a Support Agent for post-purchase resolution and a Shopping Assistant that engages pre-purchase shoppers and offers discounts and upsells based on live inventory and shopper data. It exposes its reasoning chain for every response and runs an Auto QA loop, and merchants coach it with a thumbs up or guidance tweak.
Integrations & setup
Deep native Shopify integration plus ecommerce tools like Klaviyo, Recharge, Yotpo, and Attentive. The AI Agent is Shopify-focused and explicitly not supported on BigCommerce, Magento, or WooCommerce.
Pricing
Subscription helpdesk plans (reportedly from around $10/mo on entry tiers) plus outcome-based AI Agent billing: roughly $0.90 per automated interaction on annual plans (about $1.00 monthly). Each AI Agent interaction also counts as a helpdesk ticket, so costs can stack; if a shopper reaches a human within 72 hours of an automated resolution, it is charged only as a helpdesk ticket (reported figures).
Best for / not for
Best for SMB and mid-market Shopify ecommerce brands that want to automate order-related support and assist shoppers. Not a fit for non-Shopify platforms or non-retail support orgs.
Traction
Gorgias was founded in 2015 in Paris by Romain Lapeyre and Alex Plugaru, raised a reported ~$100M+ (Series C, with Shopify among investors), and reports serving over 16,000 merchants (vendor-reported).
Alternatives
Intercom Fin, Ada, and Decagon compete on AI support; Forethought is adjacent. Gorgias's edge is native Shopify ecommerce actions.
What people are saying
We aggregate real LinkedIn discussion into sentiment for the agents people search most. Gorgias isn't tracked yet, want it added? Request tracking.
FAQ
Is the Gorgias AI Agent autonomous?+
For repetitive ecommerce tickets it is: within configured policies it resolves requests and takes actions like refunds, shipping updates, and subscription edits without an agent. The Shopping Assistant and QA loops are supervised, so the platform overall is a supervised agent with autonomous resolution for common ecommerce requests.
Does Gorgias AI Agent work outside Shopify?+
The AI Agent is built around Shopify and is explicitly not supported on BigCommerce, Magento, or WooCommerce. The broader helpdesk supports more channels, but the AI Agent's deepest actions rely on real-time Shopify data.
Sources
- Gorgias AI Agent (official) · accessed 2026-06-18
- Gorgias (official site) · accessed 2026-06-18
- Gorgias pricing (official) · accessed 2026-06-18
- Gorgias raises $30M in Series C Funding (FinSMEs) · accessed 2026-06-18
Last reviewed 2026-06-18