---
title: Gorgias AI Agent
canonical: https://saasranked.com/software/gorgias-ai-agent/
category: AI Customer Service Agents
points: 49
rank: 10 of 11
facts_checked: 2026-10-09
---

# Gorgias AI Agent

AI agent for online-store support that runs inside the Gorgias help desk and is billed per automated interaction.

49 points out of 100. #10 of 11 AI customer service agents. Vendor: Gorgias. Website: https://www.gorgias.com/

- 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 yearly [1].
- An interaction is a request fully resolved without a human; if staff reply within 72 hours it is billed only as a help desk ticket [1].
- It answers on email, chat and SMS (SMS needs the SMS add-on); Instagram, Facebook Messenger and WhatsApp are in beta [2][3][4][15].
- Skills have draft, publish and version history, and a sandboxed Playground tests answers before launch [9][10].
- G2's Customer Experience evaluations page lists Gorgias at 71, marked "G2 tested" [16]. Its General CX leaderboard lists Gorgias as under evaluation [18].

Verdict: Gorgias AI Agent suits Shopify stores that want per-resolution billing inside one help desk [1][14]. It can take order actions, hand over to staff, and report on its own work [8][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 supported [1][14]. Best for: Shopify stores that already use, or will use, the Gorgias help desk.

## Points

| Criterion | Line | Value | Points | Note |
|---|---|---|---|---|
| Price | Free plan or free trial | none | 0/3 | Pricing page shows a 7-day Gorgias trial with no payment details, but does not say it includes AI Agent [1]. |
| Price | Cost of 500 AI resolutions a month | $500/mo | 4/12 | Basic help desk plan at $50 a month billed yearly, plus 500 interactions at $0.90. AI Agent is an add-on to help desk plans [1]. |
| Price | Pay only for resolved conversations | Yes | 3/3 | An automated interaction is a request resolved without a human; it is priced per interaction [1]. |
| Channels and integrations | Channels the agent answers on | Email, Live chat, SMS | 6/12 | Email, chat and SMS are documented; Instagram, Messenger and WhatsApp are beta and no voice agent is described [2][3][4][5]. |
| Channels and integrations | Sold without the vendor’s own help desk | No | 0/2 | Pricing lists AI Agent as an add-on to help desk plans; it runs on the same tickets as Gorgias rules and flows [1][2]. |
| Channels and integrations | Works with named help desks | None | 0/4 | Docs describe AI Agent running in the Gorgias help desk; no Zendesk, Salesforce, Freshdesk or HubSpot connection is named [2][3]. |
| What it learns from | What it learns from | Help centre or website, Uploaded files | 4/6 | Syncs help center articles, public URLs and the store website [6]. Uploaded documents in pdf, docx, pptx and xlsx formats [6]. Not published on the vendor's knowledge article, which lists help center, URLs, documents and guidance only [6]. |
| Actions and control | Takes actions in connected systems | Yes | 7/7 | Actions such as cancelling orders and changing shipping addresses in Shopify, plus subscription and shipping tools [2][8]. |
| Actions and control | Hands over to a human | Yes | 3/3 | Handed-over conversations open as tickets in the Gorgias inbox, and tickets include AI Agent's messages [7][1]. |
| Actions and control | Guardrails on answers | Yes | 3/3 | Handover topics, a rule that stops AI Agent answering chosen tickets, and opt-in actions [7][2]. |
| Actions and control | Test before going live | Yes | 5/5 | Playground test conversations are sandboxed and never reach shoppers [9]. |
| Actions and control | Versioning or approval of changes | Yes | 3/3 | Skill changes save as drafts until published; earlier versions are kept and restorable. No approval step [10]. |
| Actions and control | Reporting on the agent | Yes | 3/3 | Dedicated reports on AI Agent performance, topics handled and skills [2][11]. |
| Data protection | SOC 2 Type II or ISO 27001 | Yes | 6/6 | Security page lists SOC 2 Type II certification [12]. |
| Data protection | HIPAA agreement | Not published | 0/2 | Security page lists HIPAA compliance but does not mention a business associate agreement [12]. |
| Data protection | GDPR data processing agreement | Yes | 2/2 | Gorgias publishes a GDPR Data Processing Agreement [13]. |
| Data protection | Choice of data region | Not published | 0/2 | Not published on the vendor's security page or DPA [12][13]. |
| Data protection | Customer data not used to train models | No | 0/2 | Master Subscription Agreement lets Gorgias use Customer Data to improve its internal AI models; third-party providers' models are excluded [17]. |
| Independent testing | G2 AI CX evaluation | Not tested | 0/20 | G2 did not include it in the October 2026 test [19]. G2 lists Gorgias as under evaluation. |

## Plans

| Plan | Price | Per month (USD) |
|---|---|---|
| AI Agent (annual contract) | $0.90 per automated interaction [1] | - |
| AI Agent (monthly contract) | $1.00 per automated interaction [1] | - |
| Help desk Basic | $50/month billed yearly, $60 monthly [1] | $50 |

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 figures [1].

## Strengths

- Billing is per automated interaction, and a ticket staff end up answering is not billed as one [1].
- Skills keep draft and published versions, and earlier versions can be restored [10].
- Playground test conversations are sandboxed and never reach shoppers [9].
- Built-in actions cover Shopify order changes and subscription tools, with event logs [8].
- Gorgias lists SOC 2 Type II and publishes a GDPR data processing agreement [12][13].

## Limits

- AI Agent is an add-on to Gorgias help desk plans, and each interaction also counts as a help desk ticket [1].
- The chat setup article says AI Agent is not supported on BigCommerce, Magento or WooCommerce stores [14].
- Instagram, Facebook Messenger and WhatsApp support is in beta [4][5].
- The security page lists HIPAA compliance but does not mention a business associate agreement [12].
- The customer agreement allows Gorgias to use Customer Data to build and improve its own AI models [17].

## Sources

1. [Gorgias pricing](https://www.gorgias.com/pricing), Gorgias, accessed 2026-10-09
2. [AI Agent explained](https://docs.gorgias.com/en-US/ai-agent-explained-497772), Gorgias help center, accessed 2026-10-09
3. [Set up and go live with AI Agent](https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219), Gorgias help center, accessed 2026-10-09
4. [Deploy AI Agent](https://docs.gorgias.com/en-US/articles/deploy-ai-agent-362669), Gorgias help center, accessed 2026-10-09
5. [Enable AI Agent on Instagram and Facebook Messenger (Beta)](https://docs.gorgias.com/en-US/enable-ai-agent-on-instagram-and-facebook-messenger-7355524), Gorgias help center, accessed 2026-10-09
6. [Add your brand's content for AI Agent](https://docs.gorgias.com/en-US/add-your-brands-content-for-ai-agent-1216498), Gorgias help center, accessed 2026-10-09
7. [Customize how AI Agent hands over to your team](https://docs.gorgias.com/en-US/customize-how-ai-agent-hands-over-to-your-team-6008591), Gorgias help center, accessed 2026-10-09
8. [AI Agent Actions](https://docs.gorgias.com/en-US/articles/connect-ai-agent-with-other-apps-184201), Gorgias help center, accessed 2026-10-09
9. [Preview AI Agent responses with test conversations](https://docs.gorgias.com/en-US/preview-ai-agent-responses-with-test-conversations-828087), Gorgias help center, accessed 2026-10-09
10. [Manage your skills](https://docs.gorgias.com/en-US/manage-your-skills-6556815), Gorgias help center, accessed 2026-10-09
11. [Analyze AI Agent](https://docs.gorgias.com/en-US/articles/analyze-ai-agent-268601), Gorgias help center, accessed 2026-10-09
12. [Gorgias security](https://www.gorgias.com/security), Gorgias, accessed 2026-10-09
13. [Gorgias Data Processing Agreement](https://www.gorgias.com/legal/data-processing-agreement), Gorgias, accessed 2026-10-09
14. [Set up and use AI Agent on chat](https://docs.gorgias.com/en-US/set-up-and-use-ai-agent-on-chat-828220), Gorgias help center, accessed 2026-10-09
15. [Enable AI Agent on SMS](https://docs.gorgias.com/en-US/set-up-and-use-ai-agent-on-sms-8087881), Gorgias help center, accessed 2026-10-09
16. [Customer Experience evaluations](https://ai.g2.com/evaluations/customer-experience), G2, accessed 2026-10-08
17. [Gorgias Master Subscription Agreement](https://www.gorgias.com/legal/terms-of-service), Gorgias, accessed 2026-10-09
18. [AI CX Agent Evaluations: General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08
19. [AI CX Agent Evaluations, General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08