Gorgias vs Fin (2026)

Integrations go beyond Shopify, and the agent writes as well as reads. Gorgias builds native integrations for Shopify, BigCommerce and Magento, and Shopify order, customer and catalog data lives inside Gorgias natively after a one click install, with no data syncing.

A live App Store spans ecommerce platforms, subscriptions, returns, shipping, marketing and support channels, with each listing labeled first party or third party, and partners include Omnisend, ReturnLogic, ChannelReply, Recharge and Loop, with Zapier and Make for the rest.

The AI Agent issues refunds, edits and cancels orders, changes addresses and updates subscriptions using live store data, and the Advanced options editor sends HTTP requests to any system Gorgias does not integrate natively.

Sourcegorgias.com/appsread 2026-09-05

Fin runs on the customer's existing helpdesk across Intercom, Salesforce, HubSpot, Freshworks, Dixa, Front, Zoho, Sprinklr and Gorgias, adds Data Connectors for live external data, takes action to update external systems, and spans messaging and telephony channels.

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The agent runs a loop. It chooses between answering from knowledge, performing an Action in a connected app or starting a sales playbook, then checks whether what it has gathered will fully meet the request and launches more tasks in parallel if not. It follows authored Guidance that branches on conditions such as VIP status, loyalty points and customer location until every step is complete.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05

Procedures are configured multi-step workflows the agent runs end to end, including branches that end in a handoff to a human or into a workflow. Workflow automations on the Intercom helpdesk and Operator, a separate agent for customer operations work, sit alongside.

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Channels are broad and land in one thread. Email, live chat, contact form and Help Center are core, Facebook, Messenger, Instagram, TikTok and WhatsApp connect through the App Store, and Gorgias supplies SMS and Voice itself, with no separate telephony vendor.

The AI Agent is turned on per channel with a toggle, and its replies on Instagram DMs, Messenger and WhatsApp became generally available in October 2026, using the same knowledge, skills and actions as other channels. Gorgias notes that SMS is the most tone sensitive channel and should be tested before activation. SMS and Voice need a separate add on subscription.

Sourcegorgias.com/blog/ai-agent-guardrailsread 2026-10-21

Channels include Voice, Email, Messenger, Slack, WhatsApp, SMS, Instagram, Facebook Messenger and Fin over API. Tickets, cases and emails come in from the connected helpdesk, and a proactive outbound suite runs on the Intercom helpdesk.

Sourcefin.ai/pricingread 2026-09-05

Customers connect knowledge sources and the platform maintains them. Sources include the Gorgias Help Center, the public website and product catalog, uploaded documents, connected public URLs and authored Guidance, all kept across conversations and chosen by relevance at answer time. Grounding is strict, and the agent does not respond at all when the connected sources do not cover the question.

Sourcedocs.gorgias.com/en-us/onboard-ai-agent-with-knowledge-sources-1216498read 2026-09-05

Fin is trained on Knowledge Sources, Data Connectors, Procedures, Guidance and Categories, ingesting help center content from Intercom, Zendesk or Salesforce plus any public URL. The ingested content re-syncs every 24 hours for connected help centers and weekly for external web content.

Sourcefin.ai/help/en/articles/13975777-pricing-and-usage-limitsread 2026-09-05

The agent has no memory layer, persistent state store or context across conversations, and reads connected Shopify, helpdesk and knowledge data on each request. The only persistence Gorgias describes is ticket feedback shaping how the AI selects knowledge for similar questions later, which goes into an optimization model that customers cannot locate or delete.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05

Context carries within a conversation and across a voice call, and Fin passes full customer context to a human on escalation. No memory layer with a stated scope or lifetime is named, and the persistence Fin advertises is a learning flywheel that feeds conversations into model improvement, not a memory store that can be located or deleted for a given customer.

Sourcefin.ai/capabilitiesread 2026-09-05

Three gates run before anything reaches a customer. An inbound check screens for malicious activity and excluded topics, exclusion and handover topics the customer defines route sensitive subjects to staff, and a second AI model must clear a confidence threshold or the conversation goes to a human instead of being sent. Every AI message is labeled Automated in chat and can be reviewed with its sources.

Sourcedocs.gorgias.com/en-us/customize-how-ai-agent-hands-over-to-your-team-6008591read 2026-09-05

Procedures carry deterministic controls and cross-team approvals, with multi-stage validation and approval workflows running before any action is taken, and Fin performs only actions the customer has explicitly configured and approved. Refund paths enforce eligibility windows, value thresholds and approval requirements, and Guidance bounds tone, scope and escalation.

Sourcefin.ai/trainread 2026-09-05

Gorgias holds SOC 2 Type 2 and HIPAA compliance, published through a live Vanta trust center where the attestation report can be obtained. Third parties regularly test the application and infrastructure, and Gorgias complies with GDPR and CPRA, applies encryption and access controls to PII, and offers SSO including Google. Model providers must follow a zero data retention policy, and interaction data is deleted after processing.

Sourceapp.vanta.com/gorgias/trust/jx7664gsj0n01vjw4ubstread 2026-09-05

Intercom supports SSO with Okta, Azure AD and OneLogin, plus 2FA, SCIM provisioning and IP restrictions, and holds SOC 2, ISO 27001, ISO 42001, ISO 27701, AIUC-1 and HIPAA.

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Every AI Agent reply on a real ticket carries a Show reasoning summary that explains why the agent answered as it did and why it took actions such as closing a ticket or handing the conversation to the team.

The summary names the skills, guidance, knowledge and actions behind that behavior, each one openable from the ticket, and the AI Feedback tab lists the sources used. Any team member can read the reasoning. Messages the agent sends are labeled Automated, and performance reports show where it is working well. Gorgias names no exportable audit log or connection to a security log tool for these records.

Sourcedocs.gorgias.com/en-us/coach-ai-agent-and-give-feedback-500892read 2026-10-21

The Analyze stage includes Topics Explorer, CX Score quality scoring across every conversation, an Optimize Dashboard and configurable alerts, which measure what happened. No production trace showing why the agent acted as it did is described, and the view of Fin's reasoning sits inside Simulations, a test surface used before launch.

Sourcefin.ai/analyzeread 2026-09-05

Gorgias hosts regionally on Google Cloud Platform across servers worldwide, placing each account's data on the server closest to its location, so an EU customer is hosted in the EU. Placement follows location automatically, and customers cannot pick a region. There is no VPC, single tenant or on premises option.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05

Customer data is hosted in the United States, the European Union or Australia, chosen to meet the customer's residency requirement, with redundancy across regions behind a 99.8% uptime SLA.

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Shopping Assistant ships as a named skill set for one role, which the customer turns on as a unit and configures with its own selling style and discount strategy settings, alongside the default support behavior and a standard set of ecommerce actions. It is the only packaged skill set, with no library to browse, and customers write their own Actions.

Sourcedocs.gorgias.com/en-us/customize-your-shopping-assistant-selling-and-discount-strategy-1216116read 2026-09-05

Fin ships named role-specific agents that customers adopt as units, Fin for Service, Fin for Sales and Fin for Ecommerce, each with pre-trained skills, alongside packaged helpdesk editions for Salesforce, Freshdesk and HubSpot, a Simulation library and the AI Agent Blueprint.

Sourcefin.ai/capabilitiesread 2026-09-05

Gorgias blends several providers internally, and customers cannot choose. Its language abilities come from a blend of state of the art large language models from a few leading providers, including OpenAI and Anthropic, alongside Gorgias's own internal models, and Gorgias describes a direct OpenAI partnership giving deeper model access, with ecommerce tuned prompting on top. Customers cannot select a model, control routing or bring their own model, so Gorgias decides which model serves each turn.

Sourcedocs.gorgias.com/en-us/security-and-privacy-faq-for-gorgias-ai-agent-1997987read 2026-09-05

Answers come from Fin's own proprietary model family, the Apex model built for customer support and Apex Flash for low latency voice, under the patented Fin AI Engine. No customer or admin model selection is described.

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A public developer platform at developers.gorgias.com offers a Developer Portal with sign up, a Quickstart, a full API Reference and a Changelog.

REST endpoints come with pagination, rate limits and error handling, public apps use OAuth2 with published scopes and private apps use HTTP Basic, and guides cover creating integrations and widgets in code and wiring in a new channel from a third party app.

Third parties build public apps and submit them for review and publication in the Gorgias App Store. Gorgias also publishes an llms.txt index of every documentation page in Markdown, with endpoints in OpenAPI.

SourceGorgias developer portal, API reference and llms.txt index; developers.gorgias.comread 2026-09-05

The Fin API Platform exposes the Apex generative, Retrieval and Reranker models individually or as a complete RAG pipeline for building custom agents, and the Fin Agent API embeds Fin in a customer's own product without the Intercom messenger. API is a first-class deployment channel, and the versioned REST API comes with an OpenAPI specification, interactive reference and changelog. A help center note says Fin cannot serve conversations created through the API, but it predates the API Platform and covers only that one path.

Sourcefin.ai/api-platformread 2026-09-05

Changes can be tried before shoppers see them. The Playground runs a test conversation against the live AI Agent settings on any channel, as a new customer, an existing customer with real Shopify order data, or an existing ticket, and it can test an unpublished skill, guidance or Help Center article in place of the published one.

Each test reply shows the agent's reasoning and the knowledge it used, and actions can be switched on against a test profile. Test conversations are free and stay out of reporting. After launch, the Optimize page finds topics where the agent underperforms and points to the knowledge worth improving. Testing is one conversation at a time, with no scored test suite or batch run.

Sourcedocs.gorgias.com/en-us/preview-ai-agent-responses-with-test-conversations-828087read 2026-10-21

Customers get a test suite covering Simulations, Regression Tests, Previews and Audience Testing, run against their own configured agent, with results readable before deployment.

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The agent does not control a browser, run a hosted session or use a computer. It acts through configured Actions against connected commerce APIs and native integrations, pulling live Shopify, Recharge and Loop data and writing back refunds, order edits and subscription changes, and the Advanced options editor sends HTTP requests to anything not natively integrated.

Sourcedocs.gorgias.com/en-us/how-gorgiass-ai-agent-works-1997817read 2026-09-05

Every deployment surface is a messaging, voice or API channel, and actions on external systems run through helpdesk connectors and Data Connectors. No browser control, virtual desktop or operation of software without a programmatic interface is described.

Sourcefin.ai/pricingread 2026-09-05