Gorgias vs Converge

Gorgias is an e-commerce customer support platform that holds a 4.6/5 rating from 548+ reviews on G2 and serves over 15,000 merchants as of 2026 (G2, gorgias.com). Founded in 2015 and headquartered in San Francisco, Gorgias built its reputation around deep Shopify, BigCommerce, and Magento integrations — agents can view a customer's full order history, process refunds, edit orders, create shipping labels, and apply discount codes without leaving the support ticket. The platform launched its AI Agent in 2024, which autonomously resolves common e-commerce inquiries (order tracking, returns, shipping questions) and charges $0.90–$1.00 per automated resolution on top of the base plan. Pricing is ticket-volume-based: plans range from $10/month for 50 tickets (Starter) to $900/month for 5,000 tickets (Advanced), with overage fees of $0.36–$0.40 per ticket above the limit (gorgias.com/pricing, Featurebase, 2026). Gorgias includes unlimited agent seats on Basic plans and above — the billing variable is conversation count, not team size.

Converge is a messaging-first support inbox at $49/month flat for up to 15 team members with unlimited conversations and no overage fees. The core difference: Gorgias is purpose-built for online retail with in-ticket order management; Converge is a general multi-channel inbox for any business type. Gorgias supports email, live chat, Facebook, Instagram, WhatsApp, SMS, and voice. Converge covers WhatsApp, Telegram, Discord, Instagram, Zalo, Messenger, Gmail, email, and an embeddable chat widget with visitor tracking and lead capture. Gorgias charges based on how many tickets your team handles; Converge charges one price regardless of volume.

Gorgias's standout capability is the Shopify order sidebar: within a support conversation, agents view the customer's complete order history, can issue full or partial refunds, edit shipping addresses, cancel orders, check inventory levels, and generate discount codes — all without opening a separate Shopify admin tab. Macros (canned responses) support dynamic variables like {{ticket.customer.first_name}}, {{last_order.tracking_url}}, and {{last_order.status}} for one-click personalized replies. Revenue attribution ties support conversations to upsells, saved carts, and repeat purchases, giving e-commerce teams a direct metric on support ROI. Rules (if-then automation chains) handle ticket routing based on channel, subject line keywords, customer tags, or order properties — for example, auto-assigning refund requests to a specific agent or tagging VIP customers based on lifetime spend. The Help Center creates a public knowledge base that the AI Agent references when resolving tickets autonomously (gorgias.com).

The AI Agent (launched 2024, version 2.0 in 2025) autonomously resolves tickets for order tracking, return initiation, shipping policy questions, FAQ answers, and subscription edits. It trains on your Shopify data, policies, and brand guidelines. Gorgias claims the AI Agent can resolve 60%+ of support volume for some merchants (gorgias.com/ai-agent). Each AI-resolved conversation costs $0.90/month on annual billing or $1.00 on monthly billing — this is charged on top of the base helpdesk ticket fee, meaning AI-resolved tickets are effectively double-billed (Featurebase, 2026). Supported channels: email, live chat, Facebook Messenger, Instagram DMs, WhatsApp (requires AI Agent add-on), SMS (add-on), and voice/phone (add-on). Gorgias does not support Telegram, Discord, or Zalo. The chat widget supports proactive messaging but lacks visitor tracking with UTM attribution and lifecycle-stage lead capture.

Converge covers ten messaging channels at $49/month flat: WhatsApp, Telegram, Discord, Instagram, Zalo, Messenger, Gmail, email, X (Twitter), and an embeddable chat widget with beacon tracking (visitor identification, device info, UTM params), lead capture with lifecycle stages (visitor → engaged → lead → customer), and self-service FAQ. AI reply suggestions with configurable tone and quick reply matching are included without per-resolution fees — BYOK API key support lets teams use their own AI provider. Auto-routing (round-robin or load-balanced), auto-reply with A/B testing and working hours modes, SLA policies per priority level, CSAT surveys, customer tags with groups, internal notes, and team chat are all included. Converge has no e-commerce platform integrations — no Shopify sidebar, no in-ticket refund processing, no revenue attribution. For order-heavy support, agents need a separate Shopify admin tab. For messaging-first support across multiple channels, Converge provides broader coverage at a fixed cost.

Gorgias pricing is volume-based — billing scales with the number of billable tickets (any ticket that receives a reply from a human, rule, or AI) per month (gorgias.com/pricing, Lindy, Featurebase, 2026):

• Starter: $10/month — 50 tickets included, 3 agent seats, basic Shopify integration, no automation. Overage: $0.40 per ticket above limit.
• Basic: $60/month — 300 tickets included, 500 agent seats, omnichannel inbox, core integrations, basic automation. Overage: $0.40 per ticket.
• Pro: $360/month — 2,000 tickets included, 500 agent seats, advanced automation, Magento integration, revenue statistics, CSAT surveys. Overage: $0.36 per ticket.
• Advanced: $900/month — 5,000 tickets included, 500 agent seats, dedicated email server, advanced analytics, priority support. Overage: $0.36 per ticket.
• Enterprise: Custom pricing — custom ticket volume, advanced security, dedicated account support. Overage: ~$0.32 per ticket.

AI Agent is a separate add-on: $1.00 per AI-resolved conversation on monthly billing, $0.90 on annual billing. AI-resolved tickets still count against your helpdesk ticket allotment, so you pay both the base ticket cost and the AI fee — double billing (Featurebase, 2026). Automation bundles scale with plan tier: Starter/Basic get 30–150 AI interactions/month, Pro gets 190–1,000, and Advanced gets 530–2,500 (Lindy, 2026). Voice add-on: $0.40–$1.20 per ticket depending on volume. SMS add-on: $0.41–$0.80 per ticket. WhatsApp requires the AI Agent add-on. A 7-day free trial is available; annual billing saves roughly 16% (gorgias.com).

Real-world cost examples: A store on Basic ($60/month) handling 500 tickets with 100 AI resolutions: $60 base + $80 overage (200 × $0.40) + $100 AI = $240/month. A store on Pro ($360/month) handling 2,500 tickets with 500 AI resolutions: $360 base + $180 overage (500 × $0.36) + $500 AI = $1,040/month. During Black Friday with a 3× volume spike, costs scale proportionally. Converge: $49/month flat for up to 15 team members, unlimited conversations, AI reply suggestions included, no overage fees, no per-resolution AI charges, 14-day free trial with no credit card required.

Choose Gorgias if you run a Shopify, BigCommerce, or Magento store where 50%+ of support conversations involve order-related actions — refund requests, shipping changes, order edits, discount codes. The Shopify order sidebar is Gorgias's genuine competitive advantage: agents see full purchase history, lifetime value, and recent orders inside every ticket without switching tabs. The AI Agent trained on your store's data can autonomously handle order status, return policy, and shipping questions, and the revenue attribution dashboard tracks support-generated upsells. If your support team spends most of its time on transactional e-commerce queries, Gorgias's specialized tooling saves measurable time per ticket.

Choose Converge if your business is not exclusively e-commerce, if you need messaging channels Gorgias does not support (Telegram, Discord, Zalo), or if Gorgias's volume-based pricing creates unpredictable costs for your operation. Converge charges $49/month flat for up to 15 agents with no ticket limits, no overage fees, and a 14-day free trial. AI reply suggestions with configurable tone (professional, friendly, casual) and BYOK API key support are included without per-resolution charges. The chat widget captures leads with email/phone collection, tracks visitor journeys with UTM attribution, and serves self-service FAQ — features that complement rather than replace Gorgias's order-focused tooling.

Choose Gorgias if:

• You run a Shopify, BigCommerce, or Magento store and need in-ticket order management (view orders, process refunds, edit shipping, apply discounts)
• Your support team handles primarily transactional e-commerce queries — order status, returns, shipping changes — where the AI Agent's autonomous resolution saves agent time
• Revenue attribution for support-driven upsells and saved carts matters to your team's KPIs
• Your primary support channels are email, live chat, Instagram, and Facebook Messenger
• Ticket volume is predictable enough that volume-based pricing with overage fees remains cost-effective

Choose Converge if:

• Your business is not exclusively e-commerce, or you need a general messaging inbox that works for any industry
• You communicate with customers through Telegram, Discord, or Zalo — channels Gorgias does not support
• You want $49/month flat pricing for up to 15 agents with no ticket limits, no overage fees, and no per-resolution AI charges
• You need a chat widget with visitor tracking, UTM attribution, lead capture, and self-service FAQ built in
• AI reply suggestions with configurable tone and BYOK API key support — included at no extra cost — fit your workflow better than per-resolution AI billing
• A 14-day free trial with no credit card required and no annual contract commitment matters for your evaluation process