Gorgias AI agent pricing 2025: The full breakdown & costs

Gorgias is a big name in the e-commerce helpdesk space, and for good reason. But let’s be honest, when you start looking into their AI pricing, things can get a bit confusing. A lot of teams get excited about the idea of customer support automation but then get blindsided by "outcome-based" fees and surprise overage charges during their busiest months. It’s hard to set a budget when your bill goes up the better your tool performs.

If you’re scratching your head trying to figure out the real cost, you’ve come to the right place. This guide is a clear, no-fluff breakdown of the Gorgias AI agent pricing 2025 model. We’ll get into all of it, billable tickets, resolution fees, hidden costs, and add-ons, so you can decide if it’s the right move for your team without any guesswork.

What is the Gorgias AI agent?

At its heart, Gorgias is a customer experience platform designed specifically for e-commerce businesses. It neatly pulls all your customer conversations from email, chat, social media, and other channels into one unified view.

The Gorgias AI Agent is a major part of their "Gorgias Automate" suite, and its job is to handle customer questions without needing a human to step in. It basically wears two different hats:

• Support Agent: Think of this as your frontline bot. It’s there to give instant answers to common questions like, "Where is my order?" or "What’s your return policy?" The goal is to deflect simple, repetitive tickets so your team can spend their time on more complicated problems.

• Shopping Assistant: This side of the AI is more of a digital sales associate. It can proactively pop up on your website to chat with visitors, recommend products, and gently guide them toward making a purchase.

A screenshot of the Gorgias conversational AI assistant automatically handling a customer query about their order status.

Its biggest advantage is its deep, native integration with e-commerce platforms like Shopify, BigCommerce, and Magento. This lets the AI pull real-time order info and customer data right into its conversations, which is pretty powerful.

A deep dive into Gorgias AI agent pricing 2025

Alright, let’s get into the nitty-gritty. Gorgias’s pricing has a few layers, which can make it tricky to predict your final monthly bill. We’ll break it down piece by piece.

Understanding the "outcome-based" model

The core philosophy behind Gorgias’s AI pricing is that you only pay for results. They call this an "outcome-based" model, where you get charged for each "automated resolution."

So, what counts as an automated resolution? It’s any customer ticket that gets fully handled by the AI or another automation feature (like a pre-set flow) without a human agent needing to intervene within a 72-hour window.

On the surface, the cost seems simple:

• $0.90 per resolution if you pay for the year upfront.

• $1.00 per resolution if you’re on a month-to-month plan.

A screenshot showing the Gorgias Automate add-on pricing, detailing the per-resolution cost which is central to the Gorgias AI agent pricing 2025 model.

But here’s the catch: this model means your costs go up right alongside the AI’s performance. The more tickets it successfully deflects, the higher your bill. This can turn budgeting into a real headache. A successful Black Friday sale or a holiday rush could suddenly lead to a massive, unexpected invoice.

The hidden cost of billable helpdesk tickets

This is the detail that often catches people by surprise. According to Gorgias’s own documentation, an automated resolution also counts as a billable helpdesk ticket. Yep, you read that right. A single, fully automated interaction can get counted against your account twice: once as a resolution fee and once as a ticket that eats into your plan’s allowance.

A "billable ticket" is any conversation that receives at least one reply from your helpdesk, whether that reply comes from a human, a rule, or the AI Agent. This double-counting isn’t always obvious and can seriously inflate your costs beyond the base price of your subscription.

Plans and overages

Your main Gorgias subscription is based on a certain number of billable helpdesk tickets each month. The AI resolution fees are an extra charge on top of that. Here’s a quick look at their standard helpdesk plans, based on their pricing page:

Plan	Monthly Price (Billed Annually)	Included Billable Tickets	Overage Cost (per 100 tickets)
Starter	$10	50	Custom
Basic	$50	300	+$40
Pro	$300	2,000	+$36
Advanced	$750	5,000	+$36
Enterprise	Custom	Custom	Custom

If your ticket volume spikes and you go over your plan’s limit, you’re automatically hit with overage fees. For any growing e-commerce brand, it’s easy to see how a busy sales season could push you into costly overages for both your regular tickets and your AI resolutions.

Don’t forget the add-ons

It’s also worth pointing out that important channels like Voice and SMS aren’t part of the standard plans. They’re treated as separate, usage-based add-ons, which can bump up your total monthly spending even more if you offer support over the phone or by text.

Key features and limitations

While the pricing can be a bit of a maze, the tool itself has some great features, especially for its intended audience. But it also comes with some real limitations you should know about.

What the Gorgias AI agent does well

• Deep E-commerce Integration: This is where Gorgias really stands out. Its connection with platforms like Shopify is top-notch. Agents can look up order details, process refunds, and check a customer’s history without ever having to switch tabs.

• Sales and Support Skills: Having an AI that can both solve support problems and act as a shopping assistant is a unique approach. It’s built not just to fix issues but to actively help you make more money.

• Proactive Campaigns: Gorgias lets you set up chat campaigns that pop up to engage visitors on certain pages or after they’ve been browsing for a while. This can help lower bounce rates and capture sales you might have otherwise missed.

A screenshot of the Gorgias helpdesk showing deep Shopify integration, with customer order data visible alongside the support ticket.

Where the Gorgias AI agent falls short

• Unpredictable Costs and Vendor Lock-in: The per-resolution model makes your budget a moving target. On top of that, the AI is completely tied to the Gorgias helpdesk. If you ever decide to switch to a different platform like Zendesk or Intercom, you lose your entire AI setup. You’re forced to start over from scratch.

• Limited Knowledge Sources: Gorgias AI mostly learns from your Gorgias Help Center articles, your Shopify store info, and up to 10 website URLs that you add manually. This is a big drawback because it can’t tap into deeper company knowledge. It’s a huge difference from platforms like eesel AI, which can instantly connect to over 100 sources, including past tickets, Google Docs, and Confluence, to build a truly complete knowledge base.

• No True Simulation Mode: You can test how the AI answers individual questions, but Gorgias doesn’t have a solid way to simulate how it would perform on thousands of your past tickets before you launch it. This means you can’t get an accurate forecast of its resolution rate or how much it might cost you. The whole rollout can feel like a shot in the dark.

• Forced Migration: To use their AI, you have to use their helpdesk. Period. For teams who are perfectly happy with their current tools but just want to add a layer of smart AI, this "rip and replace" requirement is a massive, disruptive project.

A better alternative: Predictable AI pricing with eesel AI

The headaches that come with Gorgias, the unpredictable costs, vendor lock-in, and limited knowledge, are exactly what modern AI solutions are designed to fix. If you’re looking for a more flexible and straightforward approach, it’s worth taking a look at eesel AI.

Transparent and predictable pricing

Let’s just get straight to it: eesel AI does not charge you per resolution. Our pricing is based on a flat number of monthly AI interactions (which can be a reply or an action), so your bill is consistent and easy to forecast. You aren’t penalized for having a successful month. You can even start with a monthly plan and cancel anytime, giving you a completely risk-free way to see if it’s a good fit.

Go live in minutes and integrate everywhere

Instead of making you move your whole operation, eesel AI plugs directly into the helpdesk you already use, whether that’s Gorgias, Zendesk, Freshdesk, or Intercom. The one-click integration means you can be up and running in a few minutes, not a few months.

Even better, eesel AI brings all of your scattered company knowledge together. It can connect to over 100 sources, from your past tickets and internal wikis in Notion or Confluence to shared files in Google Docs, giving the AI a deep, contextual understanding of your business from day one.

Test with confidence and maintain total control

eesel AI’s powerful simulation mode is a huge advantage. It lets you safely test your AI on thousands of your real historical tickets in a private sandbox. You get an accurate preview of its resolution rate and can tweak its behavior before it ever talks to a single customer.

A screenshot of an AI simulation mode, showing how users can test the AI's responses on historical tickets before going live, a key advantage over the standard Gorgias AI agent.

You also get fine-grained control to decide exactly which kinds of tickets you want to automate. You can start small with the easy, repetitive questions and gradually expand the AI’s responsibilities as you get more comfortable. It’s a smart, controlled rollout, not a leap of faith.

Making the right choice for your team

Gorgias has a powerful AI agent that’s custom-built for e-commerce, but its complicated, outcome-based pricing can create budget chaos and lock you into their platform. For many growing businesses, a model that charges you more for being successful just isn’t sustainable in the long run.

When you’re picking an AI partner, what you really need is predictability, flexibility, and control. You want a tool that works with your existing setup, not one that forces you to change everything. And you deserve a pricing plan that’s transparent and supports your growth, rather than penalizing it.

This video explains how Gorgias's AI Agent can help automate support and drive sales for your online business.

Take the next step

Ready to try a support AI with predictable pricing and total control over how you work?

Start your eesel AI trial today or book a demo to see how you can automate support without the surprise fees.