shoppa vs Gorgias for Australian Stores 2026

Choose shoppa over Gorgias when pre-sale product questions lead to orders you want customers to complete in the chat. Choose Gorgias when your team needs a shared helpdesk across support channels, with AI selling alongside ticket resolution.

shoppa helps customers find and compare products from your catalogue, then add them to a basket and pay without leaving the conversation. Its search remembers earlier requests, and comparison tables explain product trade-offs. Gorgias also recommends products and helps shoppers buy, so the decision depends on the purchase experience and support operation you need.

What is Gorgias

Gorgias is an ecommerce helpdesk that brings email, website chat and social messages into one inbox. Your staff work with tickets, customer information and order details there. Gorgias describes its AI Agent as both a support agent and a shopping assistant for connected Shopify stores.

The support role handles conversations about returns, shipping updates and order changes. Actions let the agent change information in connected tools, such as cancelling an order or editing a shipping address. Your team controls the instructions and conditions for those actions.

Gorgias Shopping Assistant answers product questions and recommends items using the shopper’s activity and product information. It can also generate discount codes within the store’s chosen strategy. These sales capabilities make Gorgias relevant to a pre-sale conversation as well as a support queue.

Helpdesk First or Shopping Agent First

Gorgias starts with the ticket and the team handling it. shoppa starts with a shopper finding the right products and buying them on your site. Both cover questions before and after purchase, but the work around each conversation differs.

Store requirement	shoppa	Gorgias
Product discovery	Refines catalogue search across messages and compares products in tables	Recommends products from Shopify data and browsing context
Buying	Basket and payment in the conversation	Chat product cards let shoppers add items to their Shopify cart
After-sale help	Order status and returns in chat, with human handover	AI support and connected-tool actions within the helpdesk
Staff workflow	Retailer workspace for agent settings and conversation analytics	Shared inbox and ticket handling across support channels
Storefront setup	Native Shopify app or a two-line embed on other sites	Shopify connection, knowledge and AI Agent configuration

Consider two illustrative conversations. A customer wants to return a delivered jacket and has already emailed your team. Gorgias suits a support lead who needs that request in the same ticket workflow as other customer messages. shoppa also lets customers start and track returns in its chat.

A shopper asks whether a jacket has the measurements they need, then asks for a cheaper alternative. With shoppa, the answer uses your product details and sizing documents. Earlier context carries forward as the agent narrows catalogue results. The shopper can compare options and buy the chosen item in that conversation. Gorgias can answer sizing questions and recommend products too, through its Shopping Assistant.

Selling in the Conversation

Both products help shoppers choose products and add items to a basket. shoppa carries that journey through payment inside the chat. Its answers use your live catalogue and store documents, including product price and stock.

shoppa’s comparison tables put relevant attributes side by side, with the trade-offs stated. A customer can change a requirement after seeing the comparison without starting the search again. For considered purchases, shopping guides use your store’s advice and keep the product choices inside the conversation.

Gorgias’s recommendation documentation describes visual Shopify product cards in chat. Customers can open the product page or add an item directly to their cart. Email and SMS recommendations use product-page links. Its discount documentation describes codes shared in the conversation and automatic discounts applied through Shopify checkout.

That documented Gorgias buying path centres on recommendations and cart additions, with checkout supported by Shopify. For a store choosing shoppa, payment in the conversation is a concrete reason to buy. It does not establish a conversion uplift, and product recommendations alone do not establish where payment happens.

Running Both Together

You can keep Gorgias for your support tickets and use shoppa for product discovery and buying on product pages. The tools then run side by side, with each responsible for a defined part of the customer experience.

Give shoppers a clear place to start a product conversation and a clear route to your support team. Avoid placing competing chat prompts over the same page area. Your staff can keep their existing Gorgias support workflow while shoppa handles catalogue questions and purchases.

shoppa’s Shopify app connects the agent to your storefront. Its retailer workspace lets you edit knowledge and agent settings, test changes privately and roll back a version. Those controls let the ecommerce team maintain the shopping experience without treating every catalogue change as a support ticket.

If replacing the helpdesk is your main goal, the Gorgias alternatives comparison covers that separate decision. For the broader support category, compare ecommerce helpdesk comparison.

Cost Compared in AUD

Gorgias charges by helpdesk ticket volume and by conversations resolved through AI Agent. Its pricing page lists ticket allowances and says helpdesk pricing is not per agent. Voice and SMS have their own volume-based add-ons. A store’s support workload therefore affects its bill differently from the number of people on the team.

shoppa has per-session or per-token pricing in Australian dollars. Per-session pricing gives predictable costs as traffic grows. Per-token pricing charges for what the agent uses. For a typical retailer, shoppa is about 40% cheaper than other AI shopping agents. That category-wide saving does not determine your Gorgias bill.

Compare both quotes for the same expected workload and billing period. Include the ticket allowance and AI resolution charges on the Gorgias side, and the selected usage basis for shoppa. Use the same GST basis for both totals. When a quote is in USD, its AUD cost also depends on the exchange rate and any payment-provider conversion fee.

If you retain Gorgias, include that subscription in the combined cost instead of treating shoppa as its replacement. The Gorgias pricing explanation covers the billing model in more detail. Get a quote for shoppa’s session or token pricing.

Choose shoppa or Gorgias

Choose shoppa when most chats are pre-sale product questions and you want orders taken in the chat. Customers can refine a search over several messages, compare the products that fit and pay in the same conversation. Catalogue-based answers keep those choices within the range you sell.

Choose Gorgias when you need one helpdesk for every support channel and ticket. Its AI Agent adds product recommendations and sales conversations to that support operation. An existing Gorgias team can use those capabilities without changing where staff handle tickets.

For a store whose support workflow already works, keep Gorgias for that job and choose shoppa when the storefront needs discovery through in-chat payment. Assign each tool a clear role so shoppers know where to buy and your team knows where to manage support. You can also browse other shoppa comparisons for a different product choice.