Price7 of 18
Channels and integrations6 of 18
What it learns from4 of 6
Actions and control24 of 24
Data protection8 of 14
Independent testing0 of 20
AI customer service agent · Gorgias
Gorgias AI Agent
AI agent for online-store support that runs inside the Gorgias help desk and is billed per automated interaction.
In short
- AI Agent interactions cost $0.90 each on annual plans and $1.00 on monthly plans, on top of a help desk plan from $50 a month billed yearly1.
- An interaction is a request fully resolved without a human; if staff reply within 72 hours it is billed only as a help desk ticket1.
- It answers on email, chat and SMS (SMS needs the SMS add-on); Instagram, Facebook Messenger and WhatsApp are in beta2,3,4,15.
- Skills have draft, publish and version history, and a sandboxed Playground tests answers before launch9,10.
- G2's Customer Experience evaluations page lists Gorgias at 71, marked "G2 tested"16. Its General CX leaderboard lists Gorgias as under evaluation18.
Gorgias AI Agent suits Shopify stores that want per-resolution billing inside one help desk1,14. It can take order actions, hand over to staff, and report on its own work8,7,11. The catch: it is sold alongside Gorgias help desk plans, and the chat setup article says BigCommerce, Magento and WooCommerce stores are not supported1,14.
Best for: Shopify stores that already use, or will use, the Gorgias help desk.
Where the points come from
Price 7 of 18 points
| Rule | What is published | Points |
|---|---|---|
| Free plan or free trial | nonePricing page shows a 7-day Gorgias trial with no payment details, but does not say it includes AI Agent1. | 0 / 3 |
| Cost of 500 AI resolutions a month | $500/moBasic help desk plan at $50 a month billed yearly, plus 500 interactions at $0.90. AI Agent is an add-on to help desk plans1. | 4 / 12 |
| Pay only for resolved conversations | YesAn automated interaction is a request resolved without a human; it is priced per interaction1. | 3 / 3 |
Channels and integrations 6 of 18 points
| Rule | What is published | Points |
|---|---|---|
| Channels the agent answers on | Email, Live chat, SMSEmail, chat and SMS are documented; Instagram, Messenger and WhatsApp are beta and no voice agent is described2,3,4,5. | 6 / 12 |
| Sold without the vendor’s own help desk | NoPricing lists AI Agent as an add-on to help desk plans; it runs on the same tickets as Gorgias rules and flows1,2. | 0 / 2 |
| Works with named help desks | NoneDocs describe AI Agent running in the Gorgias help desk; no Zendesk, Salesforce, Freshdesk or HubSpot connection is named2,3. | 0 / 4 |
What it learns from 4 of 6 points
| Rule | What is published | Points |
|---|---|---|
| What it learns from | Help centre or website, Uploaded filesSyncs help center articles, public URLs and the store website6. Uploaded documents in pdf, docx, pptx and xlsx formats6. Not published on the vendor's knowledge article, which lists help center, URLs, documents and guidance only6. | 4 / 6 |
Actions and control 24 of 24 points
| Rule | What is published | Points |
|---|---|---|
| Takes actions in connected systems | YesActions such as cancelling orders and changing shipping addresses in Shopify, plus subscription and shipping tools2,8. | 7 / 7 |
| Hands over to a human | YesHanded-over conversations open as tickets in the Gorgias inbox, and tickets include AI Agent's messages7,1. | 3 / 3 |
| Guardrails on answers | YesHandover topics, a rule that stops AI Agent answering chosen tickets, and opt-in actions7,2. | 3 / 3 |
| Test before going live | YesPlayground test conversations are sandboxed and never reach shoppers9. | 5 / 5 |
| Versioning or approval of changes | YesSkill changes save as drafts until published; earlier versions are kept and restorable. No approval step10. | 3 / 3 |
| Reporting on the agent | YesDedicated reports on AI Agent performance, topics handled and skills2,11. | 3 / 3 |
Data protection 8 of 14 points
| Rule | What is published | Points |
|---|---|---|
| SOC 2 Type II or ISO 27001 | YesSecurity page lists SOC 2 Type II certification12. | 6 / 6 |
| HIPAA agreement | Not publishedSecurity page lists HIPAA compliance but does not mention a business associate agreement12. | 0 / 2 |
| GDPR data processing agreement | YesGorgias publishes a GDPR Data Processing Agreement13. | 2 / 2 |
| Choice of data region | Not publishedNot published on the vendor's security page or DPA12,13. | 0 / 2 |
| Customer data not used to train models | NoMaster Subscription Agreement lets Gorgias use Customer Data to improve its internal AI models; third-party providers' models are excluded17. | 0 / 2 |
Independent testing 0 of 20 points
| Rule | What is published | Points |
|---|---|---|
| G2 AI CX evaluation | Not testedG2 did not include it in the October 2026 test19. G2 lists Gorgias as under evaluation. | 0 / 20 |
The rule behind each line: how we score AI customer service agents.
Plans and prices
As the vendor lists them, before tax. Prices are in US dollars unless the plan shows euros; the points use US dollars, with euros converted at the ECB rate.
| Plan | Price as listed | Per month | Notes |
|---|---|---|---|
| AI Agent (annual contract)Per interaction, on top of a help desk plan | $0.90 per automated interaction1 | – | Overage above a plan's allowance is $1.50 per interaction |
| AI Agent (monthly contract)Per interaction, on top of a help desk plan | $1.00 per automated interaction1 | – | Help desk plans include 30 automated interactions (Starter, Basic), 190 (Pro) and 530 (Advanced) |
| Help desk BasicHelp desk with 300 tickets | $50/month billed yearly, $60 monthly1 | $50 | Help desk plan; Starter is $10 a month, monthly only |
The page also shows a second set of help desk prices (Basic $77, Pro $471, Advanced $1,227) with no billing term; we use the annual and monthly figures1.
Strengths
- Billing is per automated interaction, and a ticket staff end up answering is not billed as one1.
- Skills keep draft and published versions, and earlier versions can be restored10.
- Playground test conversations are sandboxed and never reach shoppers9.
- Built-in actions cover Shopify order changes and subscription tools, with event logs8.
- Gorgias lists SOC 2 Type II and publishes a GDPR data processing agreement12,13.
Limits
- AI Agent is an add-on to Gorgias help desk plans, and each interaction also counts as a help desk ticket1.
- The chat setup article says AI Agent is not supported on BigCommerce, Magento or WooCommerce stores14.
- Instagram, Facebook Messenger and WhatsApp support is in beta4,5.
- The security page lists HIPAA compliance but does not mention a business associate agreement12.
- The customer agreement allows Gorgias to use Customer Data to build and improve its own AI models17.
Other AI customer service agents
- 1
Lyro AI AgentSmall stores that want a priced-by-conversation AI agent71/100$291.67/mocost of 500 AI resolutions a month - 2
Fini AITeams that want per-resolution billing and the agent working inside their existing help desk65/100$370.83/mocost of 500 AI resolutions a month - 3
Fin AI AgentTeams that already run a help desk and want to pay per outcome62/100$495/mocost of 500 AI resolutions a month - 4
Freddy AI AgentTeams on Freshdesk who want an AI agent inside their help desk61/100$264/mocost of 500 AI resolutions a month
Sources
- Gorgias pricing, Gorgias. Accessed 9 Oct 2026.
- AI Agent explained, Gorgias help center. Accessed 9 Oct 2026.
- Set up and go live with AI Agent, Gorgias help center. Accessed 9 Oct 2026.
- Deploy AI Agent, Gorgias help center. Accessed 9 Oct 2026.
- Enable AI Agent on Instagram and Facebook Messenger (Beta), Gorgias help center. Accessed 9 Oct 2026.
- Add your brand's content for AI Agent, Gorgias help center. Accessed 9 Oct 2026.
- Customize how AI Agent hands over to your team, Gorgias help center. Accessed 9 Oct 2026.
- AI Agent Actions, Gorgias help center. Accessed 9 Oct 2026.
- Preview AI Agent responses with test conversations, Gorgias help center. Accessed 9 Oct 2026.
- Manage your skills, Gorgias help center. Accessed 9 Oct 2026.
- Analyze AI Agent, Gorgias help center. Accessed 9 Oct 2026.
- Gorgias security, Gorgias. Accessed 9 Oct 2026.
- Gorgias Data Processing Agreement, Gorgias. Accessed 9 Oct 2026.
- Set up and use AI Agent on chat, Gorgias help center. Accessed 9 Oct 2026.
- Enable AI Agent on SMS, Gorgias help center. Accessed 9 Oct 2026.
- Customer Experience evaluations, G2. Accessed 8 Oct 2026.
- Gorgias Master Subscription Agreement, Gorgias. Accessed 9 Oct 2026.
- AI CX Agent Evaluations: General CX leaderboard, G2. Accessed 8 Oct 2026.
- AI CX Agent Evaluations, General CX leaderboard, G2. Accessed 8 Oct 2026.
Website: www.gorgias.com · Markdown version · We are not affiliated with Gorgias.