Gorgias vs Intercom
Gorgias and Intercom, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Intercom
AI-first helpdesk built around an autonomous AI agent (Fin).
Best for Mid-market and enterprise SaaS/tech teams wanting a unified AI agent plus human helpdesk.
2011 · San Francisco, CA.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- GorgiasTicket-volume-based (not per-seat) plus AI per resolution.
- IntercomPer-seat (Full seats) plus per-outcome Fin AI. Lite seats free on Advanced/Expert.
- Free plan
- GorgiasNo
- IntercomNo
- Free trial / guarantee
- Gorgias7 days, no payment.
- Intercom14 days, no credit card.
- Price
- GorgiasStarter $10/mo (50 tickets, 3 seats); Basic $60/mo (300 tickets). · Pro $360/mo (2,000 tickets); Advanced $900/mo (5,000). · Enterprise custom (5,000+ tickets).
- IntercomEssential: $29/seat/mo (annual); $39 monthly. · Advanced: $85/seat/mo (annual); incl. 20 free Lite seats. · Expert: $132/seat/mo (annual); incl. 50 free Lite seats.
- Seat minimum
- GorgiasNone. Starter 3 seats; others up to 500.
- Intercom1 Full seat.
- Unlimited agents
- GorgiasNo. Starter 3; others up to 500.
- IntercomNo. Per-seat (Lite seats limited-function, free on higher tiers).
- Implementation fee
- GorgiasNot disclosed (enterprise includes implementation).
- IntercomNot disclosed. Premier Onboarding is a paid add-on (contact sales).
- Transparency
- GorgiasStarter to Advanced public; Enterprise custom.
- IntercomSeat and Fin per-outcome prices public; Premier/services require sales.
- Pricing last verified
- Gorgias2026-06-02
- Intercom2026-06-02
Channels
Where each tool can talk to customers.
- GorgiasNative
- IntercomNative
- Live chat
- GorgiasNative
- IntercomNative
- In-app messenger
- GorgiasNative (Shopify widget, no code).
- IntercomNative (web, Android, iOS Messenger).
- Voice
- GorgiasNative (add-on, $0.40–1.20/ticket).
- IntercomNative (Intercom Phone; also AWS Connect, Talkdesk, Twilio Flex, Zoom Phone via SIP).
- SMS
- GorgiasNative (add-on, $0.41–0.80/ticket).
- IntercomNative (2-way; per-message charges).
- GorgiasNative (free to add; billable tickets).
- IntercomNative
- Social
- GorgiasNative (Instagram, Facebook).
- IntercomNative Instagram and Facebook DMs; X no longer supported.
- Unified inbox
- GorgiasNative
- IntercomNative
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- IntercomBoth. Native Intercom Phone plus 3rd-party (AWS Connect, Talkdesk, Twilio Flex, Zoom Phone).
- Voice AI / transcription
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- IntercomYes. Full transcription, AI call summaries, recordings.
- Telephony billed separately
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
- IntercomYes. Voice priced in Order Form, not in seat price.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- IntercomYes. Fin AI Agent resolves conversations end to end.
- Copilot / Assist mode
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- IntercomYes. Copilot add-on, $29/agent/mo.
- Claimed automation rate
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- IntercomUp to 65% end to end. Fin 2 averaged 66% across 6,000+ customers.(claimed)source
- AI channel coverage
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- IntercomChat, email, voice/phone, SMS, WhatsApp, Instagram, Facebook, Slack, Discord.
- Agentic actions (API) vs answer-only
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- IntercomBoth. Fin Tasks, Procedures (NL plus data connectors and conditional logic), and 3rd-party actions (refunds, cancellations).
- Knowledge sources
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- IntercomHelp Center, internal content, PDFs, external URLs, past conversations, Zendesk imports, Google Docs/Notion SOPs.
- Underlying model
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- IntercomFin Apex 1.0. Proprietary post-trained model (replaced GPT/Claude Sonnet 4.0 as of Mar 2026).
- Trains on past tickets
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- IntercomPast conversations are a knowledge source. Fin Guidance uses human instructions; no disclosed active retraining.
- Pre-deploy simulation / sandbox
- GorgiasYes. Test conversations (new vs. returning) across channels.
- IntercomYes. Fin Flywheel Test phase: fully simulated conversations plus batch test before go-live.
- Multilingual
- GorgiasYes. Any LLM-supported language, auto-detect.
- IntercomYes. 43+ languages (AI Answers); Fin Voice 28 languages; real-time translation.
- Runs on your existing helpdesk vs native-only
- GorgiasNative only.
- IntercomBoth. Native on Intercom or standalone on Zendesk, Salesforce, HubSpot, Freshdesk, Dixa, Front, Zoho Desk, Sprinklr.
- AI pricing model
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- IntercomPer-outcome (resolution). $0.99 per resolved conversation; 50 outcome/mo minimum when standalone.
- AI unit price
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Intercom$0.99 per outcome (all plans).
- Copilot / Assist price
- GorgiasNo separate price (coaching included).
- Intercom$29/agent/mo (unlimited usage).
How Open.cx compares
Open.cx runs on top of Gorgias or Intercomas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- GorgiasSOC 2 Type II (since 2020).
- IntercomSOC 2 Type II (via Trust Center on request).
- GDPR
- GorgiasYes. DPA; EU data on EU GCP servers.
- IntercomYes. DPA available.
- HIPAA / PCI
- GorgiasSupported (enterprise compliance feature).
- IntercomYes. Annual attestation; BAA available.
- SSO / SAML
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- IntercomYes. SAML SSO (Expert plan); new SP cert required by Dec 2026.
- Data residency
- GorgiasEU data on EU GCP; broader options not disclosed.
- IntercomUS, EU, or Australia. Advanced/Expert annual only; new workspace required.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Intercom~250–450 apps (one aggregator lists 565).(3rd-party)source
- Shopify depth
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- IntercomDeep native. Bidirectional order/customer sync, order events, and agent actions (refund, edit shipping, draft orders). Shopify Plus partner.
- Open / public API
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- IntercomYes. REST API with OpenAPI spec on GitHub; webhooks.
- Developer SDK / MCP
- GorgiasNo official SDK; developers.gorgias.com API reference.
- IntercomYes. Developer Platform; Messenger and Inbox app framework.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- IntercomYes. Visual no-code Workflows builder.
- Triggers / automations
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- IntercomYes. Event/condition triggers across chat, email, WhatsApp, IG, FB, SMS, Slack.
- Routing
- GorgiasYes. Auto-assign plus AI-assisted routing.
- IntercomYes. Assignment rules, team prioritization, workload mgmt, auto-unassign.
- Macros / canned responses
- GorgiasYes. Macros (AI-sorted), all plans.
- IntercomYes. Macros supported.
- SLA management
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
- IntercomYes. SLA rules via workflows/settings.
Collaboration
How support teams work a queue together.
- Internal notes
- GorgiasYes. @-mentions, permanent.
- IntercomYes. Editable, timestamped.
- Collision detection
- GorgiasYes. Banner when another agent is viewing or editing.
- IntercomYes. Teammates presence prevents simultaneous editing.(3rd-party)source
- Side conversations
- GorgiasNot disclosed
- IntercomYes. Email or Slack side conversations on parent threads.
- Shared inbox
- GorgiasYes. Unified inbox.
- IntercomYes. Central shared workspace plus team inboxes.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- IntercomYes. Knowledge Hub: articles, snippets, folders, bulk mgmt, audience targeting.
- Help center
- GorgiasYes. External and internal KB.
- IntercomYes. Native, multiple Help Centers, customizable branding.
- Community forum
- GorgiasGorgias Community is product updates, not a peer-support forum.
- IntercomIntercom runs its own user forum; not a deployable end-user forum feature.
- AI answers from knowledge base
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
- IntercomYes. Fin and Copilot resolve from Knowledge Hub content.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- IntercomYes. 12 pre-built reports; real-time dashboards.
- Custom reports
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- IntercomYes. Drag-and-drop (9 chart types); Advanced and Expert only.
- Included in lowest tier
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- IntercomEssential: pre-built only; custom plus advanced CSAT on Advanced/Expert.
- CSAT surveys
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
- IntercomYes. On close (all plans); Fin CSAT; advanced attrs Advanced/Expert only.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- IntercomSelf-serve (14-day trial); Premier Onboarding (paid add-on, contact sales).
- Support channels
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- IntercomMessenger/email; Premier Support (<1hr urgent); Rapid Response (~10 min, dedicated POC).
- Dedicated CSM
- GorgiasYes. Dedicated CSM at $20M+ tier.
- IntercomPremier Rapid Response includes a dedicated point of contact; a named ongoing CSM is not documented.
- Implementation partners
- GorgiasYes. App Partner program plus agencies.
- IntercomYes. Solution Partner Program (certified implementation partners).