Gorgias vs Twilio Flex
Gorgias and Twilio Flex, 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.
Last updated:
Compare a different pair
vs
Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Twilio Flex
AI assistance and human agents in one fully programmable contact center (CCaaS on Twilio CPaaS).
Best for Companies needing a customizable, developer-first contact center embeddable into apps and CRMs.
Flex reached general availability in October 2018; Twilio was founded in 2008. · San Francisco, CA, USA.
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.
- Twilio FlexThree models: Active User Hour; User + Usage (monthly active user); Named User. Telephony and channel usage billed separately.
- Free plan
- GorgiasNo
- Twilio FlexNo permanent free plan; free trial only.
- Free trial / guarantee
- Gorgias7 days, no payment.
- Twilio FlexYes. 5,000 free active user hours; no card required.
- 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).
- Twilio Flex$1.00/active user hour or $35/monthly active user. · $35/monthly active user (including the Base license; Conversations, TaskRouter, Studio extra). · $150/named user/mo (contract).
- Seat minimum
- GorgiasNone. Starter 3 seats; others up to 500.
- Twilio FlexNot disclosed.
- Unlimited agents
- GorgiasNo. Starter 3; others up to 500.
- Twilio FlexNo. Scales on usage or named seats.
- Implementation fee
- GorgiasNot disclosed (enterprise includes implementation).
- Twilio FlexNot disclosed; Professional Services via sales.
- Transparency
- GorgiasStarter to Advanced public; Enterprise custom.
- Twilio FlexBase models and Copilot add-on are public; Named User is contract; telephony is separate.
- Pricing last verified
- Gorgias2026-06-02
- Twilio Flex2026-06-02
Channels
Where each tool can talk to customers.
- GorgiasNative
- Twilio FlexNative
- Live chat
- GorgiasNative
- Twilio FlexNative (WebChat)
- In-app messenger
- GorgiasNative (Shopify widget, no code).
- Twilio FlexNative (Flex Conversations SDKs for iOS, Android, web)
- Voice
- GorgiasNative (add-on, $0.40–1.20/ticket).
- Twilio FlexNative
- SMS
- GorgiasNative (add-on, $0.41–0.80/ticket).
- Twilio FlexNative
- GorgiasNative (free to add; billable tickets).
- Twilio FlexNative
- Social
- GorgiasNative (Instagram, Facebook).
- Twilio FlexNative. Facebook Messenger; others via custom integration.
- Unified inbox
- GorgiasNative
- Twilio FlexNative. Single agent desktop.
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- Twilio FlexNative. Built on Twilio Programmable Voice; Flex Dialpad for outbound.
- Voice AI / transcription
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- Twilio FlexYes. Google Speech-to-Text for Agent Copilot voice features.
- Telephony billed separately
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
- Twilio FlexYes. Carrier, numbers, PSTN, and SMS at standard Twilio rates on top of the license.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- Twilio FlexYes. Twilio AI Assistants (a separate product that integrates with Flex): autonomous handling, API tools, RAG, and handoff to Flex.
- Copilot / Assist mode
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- Twilio FlexYes. Agent Copilot (Beta): suggested responses, Ask Copilot, auto wrap-up, customer highlights, and transfer summaries.
- Claimed automation rate
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- Twilio FlexNot disclosed.
- AI channel coverage
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- Twilio FlexVoice (full); Messaging, SMS, WhatsApp, WebChat (full); Email partial; Facebook Messenger partial.
- Agentic actions (API) vs answer-only
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- Twilio FlexBoth. AI Assistants take actions via HTTP API (Tools); Agent Copilot is assist-only.
- Knowledge sources
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- Twilio FlexAdmin-uploaded files and websites (RAG), Segment Unify CDP, interaction history, and enterprise data.
- Underlying model
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- Twilio FlexAgent Copilot: OpenAI GPT-4o and GPT-4o mini; Google Speech-to-Text (voice). AI Assistants: various LLMs including OpenAI.
- Trains on past tickets
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- Twilio FlexNo. Base models are not trained on customer data; data is retained 7-30 days then deleted.
- Pre-deploy simulation / sandbox
- GorgiasYes. Test conversations (new vs. returning) across channels.
- Twilio FlexNot disclosed.
- Multilingual
- GorgiasYes. Any LLM-supported language, auto-detect.
- Twilio FlexPartial. Wrap-up notes in EN, ES, PT; customer highlights and suggested responses in English only.
- Runs on your existing helpdesk vs native-only
- GorgiasNative only.
- Twilio FlexNative Flex platform; embeds into Salesforce and Zendesk; Flex SDK embeds into any web app.
- AI pricing model
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- Twilio FlexUsage-based add-on to the base Flex license.
- AI unit price
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Twilio FlexAgent Copilot: $0.035/min (voice), $0.005/message (digital).
- Copilot / Assist price
- GorgiasNo separate price (coaching included).
- Twilio FlexIncluded in the per-usage rates above; no flat fee (Beta).
How Open.cx compares
Open.cx runs on top of Gorgias or Twilio Flexas 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).
- Twilio FlexYes. SOC 2 Type I and Type II.
- GDPR
- GorgiasYes. DPA; EU data on EU GCP servers.
- Twilio FlexYes. GDPR program; DPA available.
- HIPAA / PCI
- GorgiasSupported (enterprise compliance feature).
- Twilio FlexYes. HIPAA Eligible (BAA; Security/Enterprise Edition; Agent Copilot and Unified Profiles excluded).
- SSO / SAML
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- Twilio FlexYes. SAML 2.0 SSO (Okta, Entra ID, Google, Auth0).
- Data residency
- GorgiasEU data on EU GCP; broader options not disclosed.
- Twilio FlexPartial. Twilio Regions (EU, US); Flex-specific guarantees not disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Twilio FlexNot disclosed. Marketplace and partner ecosystem; no Flex-specific count published.
- Shopify depth
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- Twilio FlexNot disclosed. No native Shopify integration documented.
- Open / public API
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- Twilio FlexYes. Flex REST API, TaskRouter, Interactions, and Conversations APIs.
- Developer SDK / MCP
- GorgiasNo official SDK; developers.gorgias.com API reference.
- Twilio FlexYes. Flex SDK (JS), Flex Plugins framework, iOS/Android Conversations SDKs, and Flex UI SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- Twilio FlexYes. TaskRouter Workflows (JSON rule engine) and Twilio Studio (visual flow builder).
- Triggers / automations
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- Twilio FlexYes. Time-based escalation, priority adjustment, and queue reassignment; Studio triggers.
- Routing
- GorgiasYes. Auto-assign plus AI-assisted routing.
- Twilio FlexYes. Skills-based, attribute-based, priority queuing, and fallback/escalation via TaskRouter.
- Macros / canned responses
- GorgiasYes. Macros (AI-sorted), all plans.
- Twilio FlexYes. Preset and canned responses via plugin; not a native out-of-box macro engine.
- SLA management
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
- Twilio FlexYes. SLA metrics in Flex Insights; custom thresholds per queue or channel; TaskRouter escalation.
Collaboration
How support teams work a queue together.
- Internal notes
- GorgiasYes. @-mentions, permanent.
- Twilio FlexYes. Agent notes during interactions; Copilot auto wrap-up notes; shareable on transfer.
- Collision detection
- GorgiasYes. Banner when another agent is viewing or editing.
- Twilio FlexNot disclosed.
- Side conversations
- GorgiasNot disclosed
- Twilio FlexNot disclosed. Warm transfer and consult exist for voice; no messaging side-thread feature.
- Shared inbox
- GorgiasYes. Unified inbox.
- Twilio FlexNative. Unified agent desktop, single queue and view.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- Twilio FlexYes. Agent Copilot Add Knowledge (admin files and websites power Ask Copilot).
- Help center
- GorgiasYes. External and internal KB.
- Twilio FlexYes. Twilio Help Center (help.twilio.com).
- Community forum
- GorgiasGorgias Community is product updates, not a peer-support forum.
- Twilio FlexYes. Twilio community forums and Stack Overflow.
- AI answers from knowledge base
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
- Twilio FlexYes. Agent Copilot surfaces KB answers via Ask Copilot; customer-facing via AI Assistants.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- Twilio FlexYes. Flex Insights dashboards (read-only) and a real-time supervisor dashboard.
- Custom reports
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- Twilio FlexYes. Analytics Portal drag-and-drop builder, custom metrics (MAQL), scheduled delivery, and export.
- Included in lowest tier
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- Twilio FlexFlex Insights requires a paid plan (not the free trial).
- CSAT surveys
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
- Twilio FlexYes. Post-task surveys via Flex Insights.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- Twilio FlexSelf-serve docs and Help Center; Professional Services (paid); partners (Deloitte Digital, Perficient, Sabio, IBM).
- Support channels
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- Twilio FlexDeveloper (free): web only. Production, Business, Personalized: 24/7 phone, chat, and web.
- Dedicated CSM
- GorgiasYes. Dedicated CSM at $20M+ tier.
- Twilio FlexYes. TAM on Business ($1,500+/mo or 6% spend) and Personalized ($5,000+/mo or 8%).
- Implementation partners
- GorgiasYes. App Partner program plus agencies.
- Twilio FlexYes. Tiered program (Registered/Silver/Gold/Global Strategic); Deloitte, Perficient, Sabio, IBM.