Capacity vs Gorgias
A detailed comparison to help you choose between Capacity and Gorgias.
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Verdict: Gorgias wins
Gorgias scores 4.0/5, edging out Capacity at 3.3/5. Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing.
Capacity AI-powered customer support automation that learns from your help desk | Gorgias AI helpdesk built for e-commerce | |
|---|---|---|
| Rating | 3.3 (1 review) | 4.0 (1 review) |
| Pricing Model | paid | paid |
| Starting Price | From $49/mo | From $10/mo |
| Best For | Mid-size and large contact centers that want to consolidate chat, voice, QA and agent assist under one knowledge layer and can absorb a sales-led implementation. | Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing. |
| Free Tier | ||
| API Access | ||
| Team Features | ||
| Open Source | ||
| Tags | team featuresssoapi access | team features |
| Visit Capacity → | Visit Gorgias → |
Capacity
Pros
- + One knowledge layer feeds every channel in my testing — the same question returned consistent, source-grounded answers in the web concierge, SMS flow and agent-assist panel
- + Auto QA scores 100% of interactions instead of a 1–2% manual sample, and the Analytics Assistant returned accurate charts and summaries on the data I spot-checked
- + LLM token costs are folded into the usage rate, so bills do not carry separate model-consumption surprises
- + Owned speech stack (its own ASR and TTS) rather than a resold bundle, which the company credits for lower usage rates
- + Company is profitable with $60M ARR reported in its August 2025 announcement, and holds SOC 2 Type II, HIPAA, GDPR and CCPA compliance
Cons
- - No prices are published for any tier or usage meter — the only public figure is Capterra's $25,000/year entry, which excludes live chat, agent assist and QA
- - Four simultaneous meters (platform fee, per-response/per-minute AI agents, per-hour agent assist, add-ons) make the bill a modeling exercise
- - Agent Assist bills per hour of agent time regardless of usage — the efficiency layer scales with headcount, not with AI use
- - Live chat and the shared inbox require the Pro tier, and the HIPAA package is Enterprise-only
- - Partner-led implementation with 6–8 weeks to production for voice, and G2 buyers report 3 months to implement and 14 months to ROI
Gorgias
Pros
- + Order history, tracking and refunds sit inside the ticket; I acted on Shopify orders without leaving the inbox in my test
- + Unlimited user seats on every plan above Starter, so seasonal staff do not inflate the bill
- + AI Agent is billed per resolved interaction ($0.90 on most plans) and only charges what it closed alone
- + Revenue statistics attribute sales to support conversations, with attribution events firing correctly in my sandbox
- + Shopify-backed ecosystem: Shopify is an investor and the integration depth reflects it
Cons
- - Ecommerce-only data model; poor fit outside online retail
- - Automated replies count as billable tickets, so the helpdesk meter rises with automation
- - Two separate meters (helpdesk tickets + AI interactions) with overage on both during peaks
- - Gorgias's own pages disagree on included AI interaction counts (30 vs 90-2,500 depending on plan)
- - Policy-edge tickets (out-of-window returns in my test) always hand off to humans rather than resolving
Frequently Asked Questions
Which is better, Capacity or Gorgias?▼
Gorgias scores higher at 4.0/5 vs 3.3/5 for Capacity, making it the better-rated option in our comparison.
What is the difference between Capacity and Gorgias?▼
Capacity: Capacity automates customer support with AI agents, real-time agent assist and post-call follow-up, drawing on a company's own help content. Gorgias: Gorgias is a helpdesk built for online stores that brings email, chat, social and SMS into one inbox, with AI agents answering common shopper questions. It plugs into Shopify and other ecommerce platforms.
Is Capacity or Gorgias more affordable?▼
Capacity starts at €49/mo, Gorgias starts at €10/mo. Check the comparison table above for current pricing.
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