What are the best alternatives to Gorgias?

Based on documented capability coverage across the Agentic Index 14 point taxonomy, the closest alternatives to Gorgias among customer support agents are Assembled, LivePerson, Tidio, Fini. Each is graded on the same public evidence, and no vendor pays for placement.

Does Gorgias support MCP and tool calling?

Full under the Agentic Index verification standard. Gorgias publishes public evidence of Model Context Protocol (MCP) support, tool calling, and API or SDK extensibility for connecting agents to external tools. Evidence basis: A public developer platform at developers.gorgias.com with an API reference and worked guides: documented REST endpoints for customers and tickets with paginated GET, POST and PUT calls and authenticated requests, patterns for wiring an ent. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

Does Gorgias have SOC 2, SSO and role based access control?

Full under the Agentic Index verification standard. Gorgias publishes public evidence of enterprise security and identity controls, covering a compliance posture such as SOC 2 or ISO 27001, single sign on (SSO or SAML), and role based access control (RBAC). Evidence basis: SOC 2 Type II certified and HIPAA compliant with reports available on request, GDPR and CPRA compliance, SSO options including Google, and documented AI layer controls stating customer data does not train OpenAI or third party models and th. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

Does Gorgias require human approval before an agent acts?

Full under the Agentic Index verification standard. Gorgias publishes public evidence of human approval steps and guardrails, so an agent action can be held for review before it executes. Evidence basis: Every formulated answer passes an internal quality assurance step before sending, the agent refuses rather than guesses when connected knowledge does not cover the question, humans author Guidance as the behavioural playbook the agent consu. Graded from public evidence only against the Agentic Index 14 point capability taxonomy. No vendor pays for placement.

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Gorgias

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Customer support agent Verified 2026-06-23

Entry priceFrom $10/moFull pricing detail

Shopify-native e-commerce support that takes order, return, and shipping actions.

Gorgias is a Shopify-native e-commerce support platform that takes order, return, and shipping actions directly. Pricing starts around $10/month plus roughly $0.90 per resolution.

Vendor details

Canonical URL

https://gorgias.com

Subcategory

Support — e-commerce

Use cases & customers

Primary use cases

e-commerce supportorder managementreturns handling

Target customers

e-commerceShopify merchants

Deployment options

SaaS

In practice

A Shopify customer asks where their order is and your rep digs through the admin to find out. Gorgias is Shopify-native and takes order and shipping actions directly in the support flow.

Return requests mean copying details between your support tool and your store. Gorgias handles returns as an action, so the agent processes it without leaving the conversation.

Your support tool and your storefront barely talk. Gorgias is built native to Shopify, so order, return, and shipping actions happen on the store data directly.

Agentic Index coverage score

9.0 / 14 capabilities · 64%

Integrations & Tool CallingNOT Shopify locked as previously graded: Gorgias builds native integrations for Shopify, BigCommerce AND Magento, and runs a full App Store spanning ecommerce platforms, shipping providers, marketing tools and support channels, with each listing labelled first party (By Gorgias) or third party, named partners including Klaviyo, Recharge, Loop, Aircall, Attentive, Omnisend, ShipBob and ReturnLogic, plus Zapier and Make for the long tail; integrations let agents perform actions in outside tools directly from Gorgias, Gorgias App Store and integrations documentation 2026-07-30	Full
Workflow OrchestrationAI Agent executes authored Skills in a WHEN/IF/THEN structure with multi step conditional Actions, checking Guidance before the Help Center, and takes direct action end to end on returns, order edits, subscription pauses and refunds; a separate classic Rules engine runs alongside it on every ticket, Gorgias AI Agent documentation and independent 2026 product reviews 2026-07-30	Full
Knowledge Grounding & RAGAnswers are drawn only from connected sources, namely Shopify order and fulfilment data, the Gorgias Help Center, authored Guidance and any connected public URLs, and Gorgias documents that if the agent cannot find an answer in those sources IT WILL NOT ANSWER, which is unusually strict grounding, Gorgias AI Agent security and privacy FAQ 2026-07-30	Full
Human Oversight & GuardrailsEvery formulated answer passes an internal quality assurance step before sending, the agent refuses rather than guesses when connected knowledge does not cover the question, humans author Guidance as the behavioural playbook the agent consults first, and handover topics route conversations to staff, Gorgias AI Agent security and privacy FAQ 2026-07-30	Full
Security, Identity & GovernanceSOC 2 Type II certified and HIPAA compliant with reports available on request, GDPR and CPRA compliance, SSO options including Google, and documented AI layer controls stating customer data does not train OpenAI or third party models and that OpenAI API interactions carry a zero data retention policy, Gorgias AI Agent security and privacy FAQ 2026-07-30	Full
Observability & AuditabilityNative reporting and dashboard surfaces cover automation performance and resolution metrics, but no agent decision trace, reasoning log or configuration audit trail was documented on the pages reviewed, Gorgias AI Agent documentation 2026-07-30	Partial
Memory & State PersistenceNo agent memory, persistent state layer or cross conversation context store documented; the agent reads connected order and helpdesk data per request rather than carrying its own retained state, Gorgias AI Agent documentation 2026-07-30	Unable to verify
Deployment & Data ResidencyDelivered purely as multi tenant SaaS with no deployment model choice, region selection or data residency commitment documented on the pages reviewed; Gorgias references a security and DPA pack that was not retrieved and is the re verification target for this cell, Gorgias AI Agent documentation 2026-07-30	Unable to verify
Prebuilt Agents, Templates & PacksTwo named prebuilt agent personas ship as selectable Skills, Support Agent for post purchase work and Shopping Assistant for pre purchase browsing and product recommendation, on top of a prebuilt action catalogue covering the standard ecommerce jobs, Gorgias AI Agent documentation and independent 2026 product reviews 2026-07-30	Full
Triggers & Channel CoverageFull multichannel coverage landing in one thread: email, live chat, social across Facebook, Messenger and Instagram, WhatsApp as a metered channel, native Gorgias SMS and MMS with auto reply via rules, and native Gorgias Voice turning phone calls into tickets with the same customer and order context, so no third party telephony vendor is required; documented API level channel constraints include a 7 day Messenger reply window and top level comments only, Gorgias channels and SMS documentation 2026-07-30	Full
Model Flexibility & RoutingSingle provider architecture: Gorgias documents that AI Agent derives its language capability from OpenAI's large language model and describes its external AI provider relationship in the singular, with no model selection, routing or bring your own model option documented, Gorgias AI Agent security and privacy FAQ 2026-07-30	Unable to verify
APIs, SDKs & MCP ExtensibilityA public developer platform at developers.gorgias.com with an API reference and worked guides: documented REST endpoints for customers and tickets with paginated GET, POST and PUT calls and authenticated requests, patterns for wiring an entirely new channel in from a third party app, and an App Store that third party developers build and publish into, Gorgias developer documentation and App Store 2026-07-30	Full
Testing, Debugging & OptimizationA confidence threshold quality assurance check runs on every formulated answer before it is sent, but no pre deployment simulation, test environment or scored evaluation suite for trialling agent changes against real tickets before go live was documented, Gorgias AI Agent security and privacy FAQ 2026-07-30	Partial
Browser & Computer UseNo browser control or computer use capability documented; the agent acts through configured Actions against connected commerce APIs rather than by operating a browser or a human interface, Gorgias AI Agent documentation 2026-07-30	Unable to verify

The Agentic Index coverage score grades every vendor Full, Partial or Unable to verify against the same 14 buyer facing capabilities, from public evidence only. Each capability links to how all vendors in the index score on it. How this evidence is graded

Recent platform changes

2026-08-13·Agent capabilityVerified

Gorgias updated its AI Agent to display product review ratings and review counts directly within the chat interface. The agent automatically retrieves these review averages and counts from Shopify metafields to populate Product Cards and the Product Detail Page (PDP) drawer.

Bears on: Agent capability

View source

2026-08-04·Agent capabilityVerified

Gorgias introduced a 'More like this' feature for its AI Agent, enabling shoppers to explore similar products directly within the chat interface. When the agent recommends an item, users can tap an icon to instantly view a selection of related products without leaving the conversation.

Bears on: Agent capability

View source

View all 2 changes for Gorgias →Tracked since Aug 2026 · Verified from public vendor sources

Pricing

From $10/mo

hybrid

Trial available

Included quota

Basic (most common entry, $60/mo / $50 annual): 300 billable tickets, omnichannel inbox (email/chat/social/WhatsApp), core integrations, basic automation rules. AI automation is NOT included — it's an add-on at $0.90–$1.00/resolution. Starter ($10/mo): 50 tickets, up to 3 agents.

What is public

Gorgias (Shopify/ecommerce-native helpdesk, ~15,000 brands) bills by ticket volume, not seats (unlimited agents on paid plans, except Starter's 3). Helpdesk tiers: Starter $10/mo (50 tickets, monthly-only), Basic $60/mo ($50 annual, 300 tickets), Pro $360/mo ($300 annual, 2,000 tickets), Advanced $900/mo ($750 annual, 5,000 tickets), Enterprise custom (>5,000). The AI Agent ('Automate') is always a separate add-on. Annual saves ~16%.

Billing mechanics

Each plan includes a monthly billable-ticket allowance; a ticket is any conversation that gets a reply from a human, a Rule, or the AI Agent (one ticket per thread regardless of message count). The AI Agent is priced per resolution — $1.00/resolution monthly, $0.90 annual — and, per Gorgias's own FAQ, each AI resolution ALSO counts as a billable helpdesk ticket (double-billed), UNLESS the shopper reaches a human within 72h, in which case it's charged only as a ticket. AI interactions beyond the bundled allowance cost $1.50 each. Plans bundle ~90 (small tiers) to 2,500+ (large) automated interactions.

Cost watchouts

AI double-billing (a resolution counts as both a per-resolution fee and a ticket), $1.50 AI overage rate, automatic uncapped ticket overages (BFCM spikes can 2–4x the bill), AI is always an add-on (even at Enterprise), voice/SMS billed separately, USD-only billing (FX risk), annual plans non-refundable

Variable cost rationale

Two coupled meters (tickets + per-resolution AI, both with overages and the AI double-billing) plus seasonal spikes make real spend climb well above list — often 2–3x, occasionally far more

Additional watchouts

The $10 headline is unrepresentative — most teams land on Basic/Pro and real all-in cost runs ~$150–$2,000+/mo once AI resolutions, overages, and voice/SMS are added; AI double-billing has driven cost-shock complaints

Overage / add-ons

Ticket overages bill automatically (no warning, no service suspension): $0.40/ticket on Starter/Basic, $0.36 on Pro/Advanced, $0.32 on Enterprise. AI resolutions beyond the bundled allowance cost $1.50 each. Gorgias may recommend upgrading if a higher tier is cheaper.

Sales call required

Mixed (some tiers require a call)

Lowest paid plan

~$10/mo +$0.90/res

Commercial notes

~15,000 ecommerce brands; deep Shopify/BigCommerce/Magento/WooCommerce + 150+ integrations (Klaviyo, Recharge, Loop, Yotpo); AI Agent (Automate) for chat/email (not phone); 3-day AI-influenced-sales attribution window; 4.6/5 on G2

Key ambiguities

Real automation rates run ~26–56% (below marketing), so per-resolution budgeting is hard; bundled-interaction counts and Enterprise pricing aren't fully public; how reopened/inactive threads re-bill as new tickets adds variance

Cancellation / refund

7-day full free trial (no card); monthly or annual (~16% off, '2 months free'); Starter is monthly-only; annual plans are non-refundable (canceling mid-term forfeits prepaid fees)

Support SLA / resale

Revenue analytics unlock at Pro; dedicated success management starts at Advanced; Enterprise adds personalized implementation, optional on-site support, and custom volume; unlimited agent seats on all paid plans (Starter capped at 3)

Missing data

Enterprise pricing is custom (low-five-figures annually cited); exact bundled-interaction counts per tier and real automation rates aren't transparently published. Seed '$10/mo +$0.90/res' is accurate; note AI resolutions are also billed as tickets (double-billing).

Agentic Index verified 2026-06-25

Official pricing page

Related vendors

Alternatives to Gorgias

The closest documented capability profiles to Gorgias among customer support agents tracked by Agentic Index, ordered by similarity on the same 14 point evidence the rankings use. No vendor pays for placement.

Assembled10.0 / 14Adds documented Memory & State Persistence
LivePerson9.0 / 14Adds documented Memory & State Persistence
Tidio9.0 / 14Adds documented Deployment & Data ResidencyGorgias vs Tidio →
Fini8.5 / 14Fuller documented coverage on Observability & Auditability
Freshworks7.5 / 14A lighter documented profile than Gorgias
Spoki9.5 / 14Adds documented Memory & State Persistence and Deployment & Data Residency

Similarity is computed from each vendor's Agentic Index coverage score evidence, axis by axis, not from the totals. How this evidence is graded

Compare Gorgias with other vendors →Compare all customer support agents →See where Gorgias ranks →

Data confidence: high

Head to head

Gorgias vs DigitalGenius Gorgias vs Siena AI Gorgias vs Tidio Gorgias vs KODIF Gorgias vs Decagon Gorgias vs Intercom Fin