Gorgias Review 2025: Features, Pros and Cons, Pricing

If you run an online store, you know how much time customer support can take. From answering product questions to handling returns, it can quickly overwhelm your team.

That’s where Gorgias can help. Gorgias is a customer support platform built specifically for eCommerce businesses. It streamlines customer conversations with a combination of:

• Social messaging with automation and AI Agents
• Live chat
• Email
• Voice

In this Gorgias review, I’ll cover what the platform is. I’ll explain how it works, its pricing, AI features, integrations, and whether it’s worth it for your store.

Let’s get started!

What is Gorgias?

Gorgias is an all-in-one customer experience platform built for eCommerce stores. It combines live chat, helpdesk, AI agents, and automation features into a single tool.

Gorgias focuses specifically on eCommerce businesses. It connect directly with platforms like Shopify, BigCommerce, and Magento. So, store data (orders, customers, shipping details) is directly available in the support dashboard.

Key features include:

• AI agents for automated responses and order tracking
• Flows to build custom conversation paths
• Campaigns for personalized customer outreach
• Built-in live chat
• Analytics and reporting

Gorgias is the go-to customer support and automation tool for eCommerce brands. It can serve both startups and high-volume stores.

How does Gorgias work?

When you log in to Gorgias for the first time, you’re greeted with a simple onboarding checklist. The setup process guides you through:

• Connecting your eCommerce store (Shopify, BigCommerce, or Magento)
• Installing the live chat widget on your website
• Inviting teammates to join your workspace
• Connecting your support email

Then you’ll land inside the main Gorgias interface. On the left-hand menu, you’ll find all the navigation options:

• Home – your dashboard, general overview and onboarding checklist
• Global search – search across all conversations and data
• Notifications – updates and alerts for your team
• Tickets – the core inbox where all conversations are managed and organized into folders like Inbox, Unassigned, Snoozed, and Closed
• AI Agent – where you set up and configure AI-powered automation
• Convert – campaign and messaging tools for proactive outreach
• Customers – customer database with detailed order histories
• Statistics – analytics and reporting for your support performance

This sidebar gives you quick access to every part of the platform, while the main panel shows your conversations, onboarding tasks, or analytics depending on what you’re working on.

There’s also quick access to AI Agents, analytics, and shared or private views.

Once your store is connected, you can start building your support system with Gorgias’ four main features.

The first one is AI Agents, the backbone of Gorgias’ automations. These are bots that use your store’s data to answer questions, track orders, update shipping details, or recommend products.

I will talk more about this in Gorgias AI Agents section.

Then we have Flows. They let you build step-by-step support journeys. Think of them like guided conversations where customers can select options to quickly get the answers they need.

For example:

• A customer clicks “Order status” → the bot asks for their order number → Gorgias automatically retrieves tracking info.
• A customer clicks “Returns” → the bot guides them through your return policy and creates a return request.

Flows are great for reducing repetitive questions and keeping support consistent.

Next are Campaigns. These are Gorgias’ tool for proactive communication. Instead of waiting for customers to reach out, you can send targeted messages directly through the live chat widget.

Examples include:

• Announcing a limited-time sale
• Promoting new product drops
• Offering assistance if a customer lingers on a checkout page

Campaigns turn live chat from just a support channel into a marketing channel as well. You can engage customers at the right moment.

Gorgias also comes with a customizable live chat widget that you can install on your website. This allows customers to instantly connect with your team or an AI Agent.

The live chat panel also shows detailed customer and order information on the side, so your agents always have context before responding.

Together, these features give you a mix of automation and live support options.

But I should mention Gorgias can feel complex at first. It can be tricky to understand how Flows, Campaigns, and AI Agents fit together. While Gorgias does offer onboarding calls, expect some trial and error before everything clicks.

Gorgias Pricing

Gorgias uses a ticket-based pricing model. Each ticket is a conversation on one of their supported channels. For example, it can be a live chat, an email, or another channel like WhatsApp.

This model can be confusing at first, since “tickets” aren’t always intuitive to calculate. But in practice, you can think of them as conversations.

• Starter plan: 50 tickets/month for about $10/month
• Basic plan: 300 tickets/month for about $60/month
• Pro plan: 2,000 tickets/month for about $360/month
• Advanced plan: 5,000 tickets/month for about $900/month

All the pricing refers to monthly billing. If billed yearly, there’s a 20% discount.

Each plan also includes a certain percentage of automated tickets (handled by AI agents). Additional tickets, SMS, and voice support are available as paid add-ons.

• Voice Add on: adds a built-in, cloud-based call center so you can handle customer phone support inside Gorgias. Starts at $1.20/ticket, goes down as higher volumes
• SMS Add on: lets you respond to inbound text messages. Starts at $0.80/ticket, goes down at higher volumes

I should note that Gorgias is not cheap. The platform is generally aimed at medium to large eCommerce stores. For small businesses, pricing may feel too steep, especially if you want to use automation heavily.

Gorgias AI Agents

One of Gorgias’ biggest selling points is its AI Agents. These are automated bots trained on your store’s data. They can handle a big part of customer support.

The setup is very simple.

You just need to connect Gorgias to your eCommerce store and upload specific documents (like FAQs or policies). Then, Gorgias automatically understands your product catalog, customer data, and order history.

From there, you just enable the AI Agent and choose which actions it can handle. After that, the AI can respond automatically. It saves time for your team and improves response speed.

Here’s what Gorgias AI Agents can do:

• Track orders automatically (e.g., “Where’s my package?”)
• Update customer details like shipping addresses
• Cancel or modify orders if permissions are enabled
• Recommend products through a built-in shopping assistant

That last feature is pretty great. The shopping assistant can guide customers toward the right products. This doesn’t just improve support, it can also increase revenue.

This is where Gorgias shines. Many Gorgias reviews highlight that AI Agents provide real ROI for stores with higher order values. It’s because automation can offset the subscription cost.

That said, AI Agents currently only integrate with Shopify, BigCommerce, and Magento. WooCommerce stores aren’t supported. This limits adoption for a big segment of eCommerce businesses.

Gorgias Integrations

Gorgias offers an app store with 50+ integrations. It covers eCommerce platforms, marketing tools, and data solutions.

Some of the most notable integrations include:

• eCommerce platforms: Shopify, BigCommerce, Magento (direct connections)
• Marketing tools: Klaviyo, Omnisend
• Communication channels: WhatsApp, email, voice, social media

These integrations make it easier to centralize customer data and communication inside Gorgias.

Is Gorgias worth it?

So, should you use Gorgias to manage customer support for your eCommerce store?

Yes, if you run a Shopify or BigCommerce store with higher order volume.

Gorgias is great because of its AI Agents. These bots can track orders, update shipping details and cancel orders. They even include a shopping assistant that can recommend products to customers in real time. For many stores, this feature alone is worth the investment, because it can directly increase revenue while reducing support workload.

They do all this using your store’s data.

For businesses with a large number of repetitive support requests, this automation can save both time and money.

To get started with Gorgias, click the button below:

Go to Gorgias

On top of that, you get:

• A central helpdesk for live chat, email, voice, and WhatsApp
• Flows to build automated support paths
• Campaigns for proactive customer outreach
• 50+ integrations with marketing and data tools

But there are drawbacks:

• Complexity: The relationship between Flows, Campaigns, and AI Agents isn’t always clear. It makes onboarding harder
• WooCommerce is not supported, despite Gorgias being eCommerce-focused
• Pricing is too high for small businesses, making it better suited for mid-to-large operations

If your store has a high average order value and you want an all-in-one platform with strong AI automation, Gorgias can be worth the investment. But for smaller shops or WooCommerce users, it’s probably not the right fit.

Frequently Asked Questions

What are Gorgias AI Agents?

Gorgias AI Agents are automated bots that handle repetitive support tasks for eCommerce stores. They can track orders, update shipping information, cancel orders, and even recommend products.

Is Gorgias a CRM?

Not exactly. Gorgias does centralize customer interactions across channels (live chat, email, WhatsApp, social). But, it’s primarily a customer support and helpdesk tool for eCommerce. It doesn’t offer full CRM features like sales pipelines or lead management.

Can Gorgias automate customer support?

Yes. Gorgias can automate support in two ways:

• Through Flows (custom step-by-step conversation paths)
• Through AI Agents (bots trained on your store’s data)

This allows Gorgias to automate tasks like answer FAQs, handle order requests, and send proactive messages.

Does Gorgias have a chatbot?

Yes. Gorgias includes a built-in chatbot feature. You can can customize it with flows or enhance with AI Agents. The Gorgias bot can handle FAQs, order inquiries, and product recommendations.

Is Gorgias good for eCommerce businesses?

Yes. Gorgias was designed specifically for eCommerce stores. With direct integrations to Shopify, BigCommerce, and Magento, it:

• Centralizes customer communication
• Automates repetitive tasks
• Provides analytics to optimize support

Gorgias is especially valuable for medium to large eCommerce brands with higher order volumes.