Gorgias is a help desk, a system in which a support team receives and answers customer messages as tickets, built for e-commerce brands and combined with an AI agent in the same platform. It works most closely with Shopify and also connects to BigCommerce, Magento and WooCommerce.
The help desk gathers email, chat, SMS, WhatsApp, Instagram and Facebook messages in one inbox and shows the shopper's orders and store data next to each conversation, so an agent can cancel an order, give a discount or upsell inside the ticket. Tickets are routed and assigned across a team, and reports show the revenue that support generates. The AI Agent, pre-trained on more than a billion conversations, follows the brand's tone, policies and procedures, answers routine questions, recommends products and hands a conversation to a human with its context when needed. Voice and SMS are add-ons, and more than 300 integrations connect apps such as Recharge, Klaviyo and Yotpo.
Gorgias is a hosted subscription service. Plans are priced by tickets per month, not per agent, and the AI Agent is charged for each conversation it resolves.