Gorgias pricing

About

Gorgias is a conversational AI helpdesk built specifically for ecommerce, centralizing email, live chat, social channels, SMS, and voice into a single inbox alongside an AI Agent that can resolve support tickets and drive sales. It is deeply integrated with Shopify, BigCommerce, Magento, and WooCommerce, with order data, returns, refunds, and subscription management surfaced directly in the agent’s workflow. The company reports that it serves more than 15,000 brands — including Steve Madden, Glossier, Princess Polly, Olipop, and BruMate — and that roughly 40% of the top 250 Shopify brands use the platform.

Founded in Paris in 2015 by CEO Romain Lapeyre and CTO Alex Plugaru (and later headquartered in San Francisco), Gorgias has raised more than $100M. Sapphire Ventures led a $25M Series B in December 2020 (then 4,500 stores); Transpose Platform and Shopify led a $30M round in August 2022 that valued the company at $710M; and a $29M round led by SaaStr and Alven in May 2024 valued it at $530M — a notable down-round from the 2022 peak even as ARR rose from $25M (2022) to $51M (2023) to $69M (2024). Gorgias competes directly with horizontal support suites like Zendesk and Intercom, but differentiates on ecommerce specificity and — most distinctively — on pricing structure. Where incumbents built per-seat businesses, Gorgias meters on billable tickets and includes unlimited users on every plan, positioning the model as “pricing that scales with your growth—not your headcount.”

The AI Agent product (formerly branded “Automate”), built on OpenAI models, is the company’s growth engine. As of mid-2026 Gorgias no longer sells it as a pure pay-as-you-go add-on: the pricing page now bundles the AI Agent into every plan by default (an “Add AI Agent” toggle, on by default), pairing each Helpdesk tier with an included allotment of automated interactions and a separate AI Agent line item, then charging $1.50 per automated interaction once the allotment is exhausted. Gorgias markets the AI Agent as costing roughly 20% of a new support hire, with case-study automation rates reported in the 26–56% range and large CSAT and conversion lifts, and backs enterprise deployments with a “50% automation in 50 days” guarantee.

Pricing summary : bundled ticket tiers plus an AI Agent interaction allotment

Gorgias uses a hybrid model that bundles ticket-metered Helpdesk tiers with an AI Agent allotment of automated interactions into a single plan and bill. As of mid-2026 each published plan combines two component fees plus two usage meters:

1. Helpdesk component (ticket-metered): A monthly fee scaled by included billable tickets — helpdesk-only prices are Starter $10/mo (50 tickets), Basic $60/mo (300), Pro $360/mo (2,000), Advanced $900/mo (5,000) billed monthly ($10/$50/$300/$750 billed annually), plus custom Enterprise. Every tier includes unlimited users (Starter capped at 3).
2. AI Agent component (bundled, on by default): Each plan bundles an allotment of automated interactions at roughly $0.90 each on annual billing (about $1.00 monthly) — Starter 30 for $30, Basic 30 for $27, Pro 190 for $171, Advanced 530 for $477 (annual). The combined defaults are Starter $40, Basic $77, Pro $471, Advanced $1,227/mo billed annually ($40 / $90 / $550 / $1,430 billed monthly).
3. Two overage meters (usage): Tickets above the allotment bill at +$0.40/ticket (Starter/Basic) or +$36/100 = $0.36/ticket (Pro/Advanced); automated interactions above the allotment bill at a flat $1.50 per automated interaction on every plan. Voice and SMS are separate channel add-ons priced by volume.

What makes this different: Gorgias still decouples the platform price from headcount — the meter is the conversation, not the seat — but it has moved the AI Agent from a pure pay-per-resolution add-on to a bundled component with an included allotment and a $1.50 overage, so the two value metrics (tickets and automated interactions) now share one headline price.

Pricing by product

Bundled Helpdesk + AI Agent (published plans)

These are the default combined plans shown on the pricing page — a Helpdesk component plus an AI Agent component, on the same bill. Prices are the billed-annually monthly-equivalent (the page default); billed-monthly totals are noted.

Helpdesk component (ticket-metered, unchanged)

Toggling the “Add AI Agent” switch off leaves the ticket-metered Helpdesk, whose prices are unchanged from the prior structure.

Annual (“yearly”) billing lowers the helpdesk-only prices to roughly Starter $10, Basic $50, Pro $300, and Advanced $750/mo — up to ~16% off versus monthly.

AI Agent component (bundled automated interactions)

The AI Agent handles pre- and post-sales FAQs, returns and refunds, order and subscription edits, dynamic discounts, and product recommendations on Email and Chat. The included allotment is priced at roughly $0.90 per automated interaction on annual billing (about $1.00 on monthly billing and on Starter); once the allotment is exhausted, each additional automated interaction bills at a flat $1.50 — a step up from the flat $0.90 pay-as-you-go rate Gorgias charged before this repackaging. A conversation handed off to a human is not billed as an automated interaction — it falls back to your Helpdesk ticket plan, so the same interaction is never charged twice.

Channel add-ons (Voice & SMS)

Voice and SMS rates are not published as a flat figure — the pricing page shows ”$–/month” until a ticket volume is selected, so the rate is effectively quote-on-configuration. WhatsApp, Facebook, Instagram, and TikTok channels are included in the base plans.

Sales motions across products: PLG / self-serve for the four published helpdesk tiers and the AI Agent add-on; sales-led for Enterprise and for Voice/SMS volume quotes.

Hidden costs : what AI Agent resolutions and ticket overage add to the bill

The published plan fee understates what a busy ecommerce brand actually pays, because both ticket overage and AI Agent interaction overage stack on top of the bundled plan — and the AI overage rate is now $1.50, up from the old flat $0.90.

A mid-volume brand on Pro with the AI Agent

A growing brand on the bundled Pro plan (annual $471/mo — 2,000 included tickets + 190 included automated interactions) that handles 3,000 tickets in a peak month and resolves 1,500 of them with the AI Agent:

At moderate automation volumes the AI Agent overage alone can exceed the platform subscription several times over — and because the included allotment is small (190 interactions on Pro) and overage now bills at $1.50 rather than the old $0.90, the automated-interaction line, not the seat count, is the dominant and steepest driver of the bill.

Want to estimate your own Gorgias bill? Use the Gorgias pricing calculator to model your monthly cost based on ticket volume, overage, and AI Agent resolutions.

Pricing evolution : from ticket tiers to outcome-based AI billing

Gorgias has kept one principle fixed for six years — meter on tickets, include unlimited users — while completely reworking how it charges for automation: from no AI product (2020), to a flat-fee Automation add-on (2022), to a bundled automation-percentage slider (2025), to a transparent flat $0.90-per-resolution AI Agent (early 2026), and — by mid-2026 — an AI Agent bundled into every plan with an included interaction allotment and a steeper $1.50 overage.

Cadence

Tracked range: 2020-07–2026-07-14. Quarters not listed were verified stable (0 price changes, 0 SKU additions) from legible snapshots. Several late-2025/2026 snapshots returned 503 service-unavailable pages and could not be read; the slider-to-flat migration is dated to the window between the last legible slider snapshot (2025-08) and the 2026-06-07 capture, and the flat-to-bundled repackaging to the window between the 2026-06-07 and 2026-07-14 captures.

Notable changes

• 2020-07 — Three published tiers (Basic $50 / Pro $250 / Advanced $625) metered on tickets with unlimited users; overage charged per 100 tickets ($25 / $23 / $14); no AI product.
• 2022-08 — Tier prices reset to Basic $60 / Pro $360 / Advanced $900 (the prices still live in 2026); a flat-fee Automation add-on launches for self-service deflection.
• 2023-06 — A monthly-only Starter tier (50 tickets) is introduced and overage rates settle at +$0.40/ticket (Starter), +$40/100 (Basic), +$36/100 (Pro/Advanced).
• 2024-06 — Gorgias formalises outcome-based AI billing by defining a billable “automated interaction” (a request resolved with no agent involvement) inside a new Automate configurator step.
• 2025-01 — Automation is sold as a percentage slider that bundles automated tickets into the headline price (Basic 30% = $140/mo including 90 automated tickets).
• 2026-06 — The slider is replaced by a transparent flat $0.90 per resolved conversation (Gorgias AI Agent pricing explainer), with the AI fee billed only on full automation and not double-billed as a Helpdesk ticket.
• 2026-07 — Gorgias bundles the AI Agent into every plan by default (an “Add AI Agent” toggle) with an included allotment of automated interactions (30 on Starter/Basic, 190 on Pro, 530 on Advanced) priced ~$0.90 each on annual billing, and raises the overage rate on interactions past the allotment from $0.90 to a flat $1.50. Helpdesk component prices and ticket overage are unchanged.

The automation-pricing migration in detail

The most interesting thread in Gorgias’s history is not its tier prices — those have barely moved since 2022 — but how it has priced AI four different ways in four years. The first Automation add-on (2022) was a flat monthly fee bolted onto each tier: predictable for Gorgias, but it charged customers whether or not the automation deflected anything. By 2024 Gorgias had defined a billable “automated interaction” and, in 2025, packaged it as an automation-percentage slider — Basic at 10% automation cost $75/mo and bundled 30 automated tickets, 20% cost $104 and bundled 60, implying roughly $0.83–$1.00 per automated ticket hidden inside the headline number. The early-2026 model stripped that opacity away: a flat, published $0.90 per resolved conversation ($1.00 on Starter) that billed only when the AI closed a ticket end-to-end. By mid-2026 Gorgias reversed direction again — bundling the AI Agent back into every plan with an included allotment of automated interactions (still ~$0.90 each) and, crucially, raising the overage on anything past the allotment to a flat $1.50 per interaction. The trajectory — flat fee → blended slider → transparent per-outcome → bundled allotment with a higher marginal rate — shows a company repeatedly re-drawing the line between what is bundled and what is metered, and using the packaging change to lift the effective price of automation without touching the stable helpdesk tiers.

What’s unique : ticket metering with unlimited seats and outcome-based AI

1. The meter is the conversation, not the seat. Gorgias includes unlimited users on every paid plan and bills on billable tickets per month, an explicit structural rejection of the per-agent model used by Intercom and Zendesk. This aligns cost with support workload rather than team size.

2. Outcome-based AI billing, now bundled on by default. The AI Agent still meters on automated interactions — a request fully resolved without an agent — the same per-resolution outcome unit Intercom’s Fin defined. But as of the 2026-07-14 repackaging it is no longer a standalone pay-as-you-go add-on: an “Add AI Agent” toggle, on by default, bundles a small included allotment (30 interactions on Starter/Basic, 190 on Pro, 530 on Advanced) at ~$0.90 each into every plan, then bills usage past it at a flat $1.50. The value metric stays outcome-based, but the packaging is now default-on-with-overage rather than opt-in-per-outcome.

3. Tiered overage economics that reward scale. Overage drops from +$0.40/ticket on Starter to +$36/100 tickets ($0.36/ticket) on Pro and Advanced, so per-ticket marginal cost falls as volume grows.

Strengths & weaknesses

Billing UX : ticket-volume configurator and channel add-on selectors

• Monthly / Annual billing toggle — switches every card between monthly-billed and billed-annually prices; on annual the discounted rate shows with the monthly price struck through (e.g. Basic $77 with $90 crossed out) and an “$X billed annually” line.
• “Add AI Agent” master toggle — on by default, it bundles the AI Agent component into every plan; switching it off reverts each card to the ticket-metered Helpdesk-only price.
• Per-card component breakdown — each plan card itemizes its price into a “Helpdesk $X/mo” line and an “AI Agent $X/mo” line, each with its own “Then a $0.xx per-ticket / $1.50 per automated interaction fee past your limit” overage note.
• “Most popular · 12,400+ brands” badge — a social-proof ribbon anchoring the Basic tier as the default recommendation.
• Voice / SMS add-on cards — separate cards that price phone and SMS support only after a call/text volume is chosen (“Select a ticket volume”, ”$–/month” until configured).
• “Compare all features” / “Every feature side by side” grid — an expandable, “show differences only” comparison table covering billable tickets, plan price, overage, API rate limit, user seats, channels, integrations, automation, and support across all five tiers.

Strategic wins : why decoupling price from headcount works

1. Pricing on tickets, not seats, defuses the biggest objection in CX software

By making users unlimited, Gorgias removes the per-seat tax that makes scaling a support team expensive on Zendesk or Intercom. Cost tracks workload, which buyers find fairer and easier to forecast. This is a textbook example of choosing the right usage metric so that price maps to customer outcomes rather than internal convenience.

2. Bundling the AI Agent on by default lifts attach without losing the outcome story

The early-2026 model made the AI Agent an easy “yes” by charging $0.90 only on full resolutions — near-zero buyer downside. The 2026-07-14 repackaging keeps that outcome-based AI unit but turns the opt-in into an opt-out: the “Add AI Agent” toggle ships on, so every new plan defaults to automation with a bundled interaction allotment. That default-on packaging raises the AI attach rate and lifts revenue per plan, while the ~$0.90 included rate preserves enough of the pay-for-outcomes narrative to keep the story intact — even as the $1.50 overage quietly raises the marginal price of automation.

3. Public, transparent tier pricing builds trust in a gated category

Publishing exact tier fees and overage rates — where many CX vendors hide behind “contact sales” — is a transparency advantage that accelerates self-serve adoption among SMB Shopify brands, and it sidesteps the value-metric problem that traps seat-priced incumbents.

Areas to improve : gated channel rates and large tier gaps

1. Publish Voice and SMS rates

Hiding Voice/SMS pricing behind a volume selector breaks the otherwise-transparent pricing story and forces a sales touch for a feature buyers expect to self-serve. Publishing per-minute and per-message rates (even as ranges) would extend the transparency advantage to every channel.

2. Add intermediate ticket tiers

The jump from Basic (300 tickets) to Pro (2,000) and then Advanced (5,000) leaves wide gaps where a brand handling ~800 tickets overpays on overage or jumps to a far larger plan. A mid-step tier would smooth the pricing curve across usage-based models and reduce overage shock.

3. Make total AI Agent cost more predictable

The 2026-07 repackaging made this worse, not better: included allotments are small (30 interactions on Basic, 190 on Pro) and every interaction past them now bills at a flat $1.50 — up 67% from the old $0.90 — with no volume discount, so heavy automators can watch the AI line run several times their subscription. A tiered overage rate that falls with volume (mirroring the ticket-overage curve), larger bundled allotments, or an optional interaction cap would make budgeting far easier for high-automation brands.

Key takeaways

1. Meter on the work, not the worker. Gorgias prices on billable tickets with unlimited users, aligning cost to support workload instead of team size — a model other workflow tools can borrow when seats are a weak value metric, as covered in our usage-based pricing for AI SaaS analysis.
2. Packaging is a price lever, not just a metric choice. Between early and mid-2026 Gorgias kept the same outcome unit (the automated interaction) but flipped the AI Agent from an opt-in $0.90-per-resolution add-on to a default-on bundle with a $1.50 overage — lifting attach and effective price without touching a single helpdesk tier.
3. Bundling can raise price while itemizing preserves legibility. Gorgias now folds two value metrics into one headline plan, but each card still splits the Helpdesk and AI Agent components on separate lines — a middle path between fully separate meters and one opaque number.
4. Transparency is a moat in gated categories. Publishing exact tier and overage rates accelerates self-serve adoption where competitors require sales calls.
5. Watch the dominant line item. At scale the AI Agent fee, not the subscription, drives the bill — pricing teams must model the usage component, not just the headline tier.

UBP implications

1. Conversations are a credible alternative to seats as a value metric. Gorgias shows a workload-based meter can replace per-seat pricing entirely in a seat-dominated category, which is relevant to any usage-based pricing transition.
2. The outcome unit is stable even as the packaging churns. Across four repricings Gorgias has kept the automated interaction — mirroring Intercom’s Fin — as the canonical outcome unit for support AI; what moves is whether it is bundled or metered and at what marginal rate (now $0.90 included, $1.50 over), a reminder that the value metric and the packaging are separate decisions.
3. Bundling AI on by default is emerging as the attach lever. Gorgias’s 2026-07 shift from an opt-in AI add-on to a default-on bundle with itemized components shows how vendors can raise AI attach and effective price while still exposing the AI line separately — an alternative to keeping the AI meter fully independent of the subscription.

Sources

• Gorgias pricing page (accessed 2026-07-14)
• Gorgias for Enterprise (accessed 2026-07-14)
• Gorgias blog (accessed 2026-07-14)

Compare Gorgias against other customer-service pricing in the pricing blueprint.

Bottom line

Gorgias rebuilt helpdesk pricing around the conversation instead of the agent — unlimited users, ticket-metered tiers, and an outcome-based AI Agent — making cost track support workload and automation success rather than headcount. As of mid-2026 it bundles the AI Agent into every plan by default with a small included interaction allotment and a $1.50 overage (up from a flat $0.90), which lifts AI attach and effective price without moving the stable helpdesk tiers. The trade-off is that at scale the usage components, especially AI Agent interactions, can quietly become the largest line on the bill.

Want to compare Gorgias against other customer-service pricing? Browse the pricing blueprint.

Pricing timeline : Major events on a vertical axis

Each milestone below corresponds to a public pricing change, product launch, or material adjustment. Major events use a filled marker; minor adjustments use a faded one.

AI Agent bundled into every plan with a $1.50 interaction overage

Jul 2026

Gorgias repackages the AI Agent from a pure pay-as-you-go add-on into a bundled plan component. An 'Add AI Agent' toggle (on by default) pairs each Helpdesk tier with an included allotment of automated interactions — 30 (Starter/Basic), 190 (Pro), 530 (Advanced) — making the default combined prices Starter $40, Basic $77, Pro $471, Advanced $1,227/mo billed annually ($40/$90/$550/$1,430 monthly). Included interactions run ~$0.90 each (annual); anything past the allotment now bills at a flat $1.50 per automated interaction, up from the prior $0.90. Helpdesk component prices and ticket overage are unchanged.

Transparent flat per-resolution AI Agent + published tiers

Jun 2026

Gorgias drops the automation-percentage slider for a transparent structure: four published helpdesk tiers (Starter $10, Basic $60, Pro $360, Advanced $900 monthly-billed) on billable tickets with unlimited users, plus an AI Agent add-on at a flat $0.90 per resolved conversation ($1.00 on Starter) and Voice/SMS channel add-ons priced by volume.

Automation-percentage slider blends AI cost into tier price

Jan 2025

Plans are sold by automation level (0% / 10% / 20% / 30% / 50%), with each step adding automated tickets at a blended rate (Basic 10% = $75 incl. 30 automated tickets, 20% = $104 incl. 60, 30% = $140 incl. 90) — an implied ~$0.83–$1.00 per automated ticket bundled into the headline price.

Configurator flow and per-automated-interaction billing

Jun 2024

The pricing page becomes a three-step configurator (1. Helpdesk, 2. Automate, 3. Add-ons) and Gorgias defines a billable 'automated interaction' — a request fully resolved without agent involvement — formalising outcome-based AI billing alongside the ticket meter.

Starter tier added; channel add-ons split out

Jun 2023

A monthly-only Starter tier (50 tickets, 3 seats, +$0.40/ticket overage) joins the lineup, and add-ons are restructured into separate Automation (+$25/mo), Voice (+$25/mo) and SMS (+$17/mo) lines. Annual pricing lands at Basic $50 / Pro $300 / Advanced $750 — the annual figures still shown in 2026.

Price increase and the first Automation add-on

Aug 2022

Tier prices rise and reset the included-ticket math: Basic $60/mo (300 tickets), Pro $360/mo (2,000), Advanced $900/mo (5,000) — the tier prices still in force in 2026. A flat-fee Automation add-on appears (+$30/mo Basic, +$180/mo Pro, +$450/mo Advanced) for self-service deflection; overage rises to +$40/100 (Basic) and +$36/100 (Pro/Advanced).

Three-tier ticket-metered helpdesk, unlimited users

Jul 2020

Gorgias prices three published tiers metered on monthly tickets with unlimited users on every plan: Basic $50/mo (350 tickets, +$25/100 overage), Pro $250/mo (2,000 tickets, +$23/100), Advanced $625/mo (6,000 tickets, +$14/100), plus custom Enterprise. No AI/automation product yet.