Freshchat AI vs Gorgias
A detailed comparison to help you choose between Freshchat AI and Gorgias.
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Verdict: Gorgias wins
Gorgias scores 4.0/5, edging out Freshchat AI at 3.7/5. Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing.
Freshchat AI AI-powered chat platform that automates customer support at scale | Gorgias AI helpdesk built for e-commerce | |
|---|---|---|
| Rating | 3.7 (1 review) | 4.0 (1 review) |
| Pricing Model | freemium | paid |
| Starting Price | Free tier available | From $10/mo |
| Best For | Small-to-mid support teams running chat-first support across web, WhatsApp and social channels who want a free starting point and published pricing, and who accept metered AI billed by session. | 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 | free tierteam featuresapi access | team features |
| Visit Freshchat AI → | Visit Gorgias → |
Freshchat AI
Pros
- + Free plan covers up to 10 agents with chat widget, shared inbox and email — roughly $2,280/year of product versus Growth seats, and it is a real free tier, not a trial
- + Every rate is published on one page: $19/$49/$79 per agent annually, $49 per 100 AI sessions, $29/agent Copilot, day passes $2-$12 — nothing behind a sales call
- + Freddy AI Agent is available from the $19 Growth plan with 50+ ready-made workflows (refunds, order changes) and Shopify, Stripe, PayPal, FedEx integrations
- + Day passes for occasional agents ($2/$7/$12) let you give seasonal staff access without full seats — a cost control most rivals lack
- + Pro tier adds intelligent routing, multilingual conversations and multiple SLA policies; Enterprise adds skill-based routing, audit logs, JWT auth and IP allowlisting
Cons
- - AI sessions are billed whether or not the AI resolves anything, and the 500 free sessions are one-time per account — at 300/month they are gone in about seven weeks
- - When sessions run out the self-service widget's AI simply stops mid-conversation; chat channels fall back to humans without warning
- - Freddy cannot learn from past conversations or tickets — knowledge sources are limited to URLs (10/agent), files (200), help articles and custom Q&As, with manual resyncs
- - Chat API access is listed as unavailable on Free and Growth (2,000 calls/min on Pro+), so third-party AI or custom integrations require the $49 tier
- - Recent G2 reviews flag support problems — repeated failed setup sessions and a billing dispute over unused seats — plus a bot-configuration learning curve
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, Freshchat AI or Gorgias?▼
Gorgias scores higher at 4.0/5 vs 3.7/5 for Freshchat AI, making it the better-rated option in our comparison.
What is the difference between Freshchat AI and Gorgias?▼
Freshchat AI: Freshchat is Freshworks' messaging platform for customer support, combining live chat, chatbots and messaging channels in one inbox. 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 Freshchat AI or Gorgias more affordable?▼
Freshchat AI starts at €0/mo, Gorgias starts at €10/mo. Check the comparison table above for current pricing.
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