Gorgias AI Agent review: AI customer support built for Shopify brands
Answer in brief: For Shopify and direct-to-consumer brands, Gorgias is the most focused way to add AI to support. Its AI Agent works as both a support agent and a shopping assistant. It can cancel orders, edit shipping addresses, refund or replace items and reship orders in Shopify, and it answers in 80+ languages. You pay only when it fully resolves a conversation: $0.90 on most plans, from $1 on Starter. The helpdesk is priced by ticket volume, never per agent.
Verdict: the ecommerce specialist. Gorgias says it powers customer conversations for 40% of Shopify brands. Visit Gorgias →
Independent research from Gorgias's official pages, guides and documentation, read November 9, 2026. The pricing page's price cards did not show to our reader, so plan prices come from Gorgias's May 2026 pricing guide. No hands-on testing. The site is funded by vendor sponsorships, which are labeled where they appear.
How Gorgias adds AI to ecommerce support
- Support agent: handles returns, order tracking, cancellations, missing items, order changes and shipping updates. It runs configured actions and hands off to your team when it can't or shouldn't act.
- Shopify actions: cancel an unfulfilled order, edit a shipping address, remove and refund items, replace one item, reship a lost or damaged order for free, and add order notes.
- Shopping assistant: helps pre-purchase shoppers find products. On WhatsApp it shows up to three product cards that open a pre-filled Shopify cart.
- Channels: email, chat, SMS, Instagram DMs, Facebook Messenger and WhatsApp.
- AI-native helpdesk: one platform, one inbox, one bill.
Who it fits, by company size
- Small stores: Starter at $10/month for 50 tickets.
- Growing brands: Basic at $60 for 300 tickets, or Pro at $360 for 2,000.
- High-volume brands: Advanced at $900 for 5,000 tickets, or custom Enterprise.
Gorgias features Orthofeet and Tommy John case studies on its pricing page.
Why ecommerce teams choose Gorgias
- The AI Agent comes with every plan, and handed-over conversations aren't billed.
- No per-agent seats, so you can add teammates freely.
- Real order actions, not just FAQ answers.
- Annual billing saves up to 17%, except on Starter.
Honest drawbacks
- Built for ecommerce, so it is a poor fit for B2B SaaS or regulated service teams.
- Shopify actions have limits. Edits don't automatically reach 3PL or fulfillment systems, address changes can't adjust tax or shipping, and only single-item replacements are supported.
- Voice and SMS are paid add-ons.
- Merchants who subscribed before July 16, 2025 may need to upgrade to get the shopping assistant.
Pricing at a glance
| Plan | Monthly | Tickets/month |
|---|---|---|
| Starter | $10 | 50 |
| Basic | $60 | 300 |
| Pro | $360 | 2,000 |
| Advanced | $900 | 5,000 |
| Enterprise | Custom | Custom |
AI Agent: $0.90 per fully resolved interaction on most plans, from $1 on Starter.
Best alternatives
- Kustomer: CRM-based support for high-volume consumer brands, including TikTok Shop.
- Intercom Fin: an all-purpose AI agent with an ecommerce role.
- HubSpot Customer Agent: Shopify actions inside a CRM suite.
FAQ
How much does the Gorgias AI Agent cost?
$0.90 per fully resolved interaction on most plans, starting at $1 on Starter. You aren't charged when it hands over to a human.
Can Gorgias AI Agent edit Shopify orders?
Yes, for connected stores. It can cancel unfulfilled orders, edit addresses, remove and refund items, replace one item, reship orders and add notes, within documented limits.
Is Gorgias priced per agent?
No. The helpdesk is priced by monthly ticket volume, from 50 to 5,000 tickets, with custom Enterprise plans.
Sources
- Gorgias pricing
- Gorgias plan guide (May 2026)
- Gorgias AI Agent pricing explained (May 2026)
- AI Agent explained
- AI Agent Shopify actions
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