Gorgias

What Is Gorgias?

Gorgias is a conversational AI and customer experience platform built specifically for e-commerce brands. Rather than operating as a generic helpdesk, it connects deeply with e-commerce storefronts like Shopify, BigCommerce, and Magento so agents and AI can view customer orders, perform in-ticket actions (like canceling orders or issuing refunds), and answer product questions without leaving the conversation.

The platform includes an omnichannel unified inbox, automated rules and macros, and an autonomous AI Agent that resolves repetitive questions like order status tracking and return policy details. It also tracks sales made within seven days of a support interaction, allowing brands to measure support as a direct revenue generator rather than just a cost center.

Who Founded Gorgias?

Gorgias was founded in Paris in 2015 by Romain Lapeyre (CEO) and Alex Plugaru (former CTO). The company started as a simple Gmail Chrome extension designed to help support reps insert templated replies faster. After noticing that most active users were e-commerce customer support agents, the founders pivoted to building a dedicated helpdesk tailored specifically for online merchants.

The startup went through Techstars NYC and Y Combinator (Winter 2016 batch), relocated to San Francisco, and has raised over $100 million in venture funding from investors including Sapphire Ventures, SaaStr Fund, CRV, and Shopify itself, achieving a valuation over $700 million. In early 2026, co-founder Alex Plugaru stepped down from the CTO role after 11 years to start a new venture, while Romain Lapeyre continues to lead the company as CEO.

When Was Gorgias Launched?

Gorgias was originally founded in 2015 as a template productivity tool. It pivoted to an e-commerce helpdesk during its Y Combinator batch in 2016. Its autonomous AI Agent officially entered general availability in 2024 and expanded into voice and SMS channels in 2025.

Key Features of Gorgias

• Unified omnichannel inbox: Consolidates email, live chat, SMS, WhatsApp, Instagram, Facebook Messenger, and TikTok conversations into a single feed.
• In-conversation store actions: Allows agents or AI to cancel orders, issue refunds, duplicate orders, or generate discount codes directly inside the ticket window.
• Autonomous AI Agent: Uses store policies and knowledge base data to resolve common pre-purchase and post-purchase inquiries independently.
• Rules and macros: Automates repetitive triage tasks including auto-tagging, routing, auto-closing spam, and templated quick responses.
• Revenue attribution dashboard: Tracks any order completed within seven days of a customer interaction, showing revenue generated per support agent and channel.
• Intent and sentiment detection: Automatically identifies customer mood and reason for contact to prioritize urgent issues.
• Self-service chat portal: Embeds order tracking, returns, and FAQs directly into the storefront chat widget.
• Broad e-commerce integrations: Integrates with 150+ third-party e-commerce apps including Klaviyo, Recharge, Yotpo, Attentive, and Loop Returns.

Gorgias Pricing

Gorgias prices by monthly ticket volume rather than individual agent seats, allowing growing teams to add support staff without paying per-seat penalties on core plans.

The autonomous AI Agent is billed as a separate add-on:

• Annual billing: $0.90 per fully resolved conversation
• Monthly billing: $1.00 per fully resolved conversation
• Note: Each AI resolution also counts against the standard monthly ticket allowance.
• Voice support ($50 to $100/month) and SMS packages ($25 to $50/month) are billed separately.

Best Use Cases of Gorgias

Gorgias is best suited for direct-to-consumer (DTC) brands and e-commerce stores running on Shopify, BigCommerce, or Magento that experience high volumes of order-related inquiries (order status, exchanges, returns, cancellations). It is especially effective for seasonal brands that scale temporary staff during peak holiday sales, since unlimited user seats on Basic plans and above avoid per-seat cost spikes. It also fits stores that want to track sales generated through live chat and proactive outreach.