Unlimited Scale vs Gorgias
Gorgias is the go-to helpdesk for Shopify brands. Unlimited Scale's Customer service goes further on one key point: its AI reads the real status at your agent, carrier tracking and the customer's history before replying or acting.
The AI that knows where the package really is.
Both centralize email, chat and social media. With Unlimited Scale, the AI sees what your Fulfillment sees: the status at the agent (not just “fulfilled” in Shopify), 17TRACK scans, after-sales cases. It changes an address only if the package hasn't left, and creates the case for your agent.
- A mature helpdesk, not billed per agent
- A large e-commerce integration ecosystem
- AI Agent available on all plans, paid per resolution
- Voice and SMS as add-ons
- Plans from 50 to 5,000 tickets / month
Feature by feature, no spin.
Information about Gorgias comes from their website, their Shopify App Store listing or public comparisons (sources at the bottom of the page), checked in October 2026. It may have changed since.
Support that sees the warehouse.
Accurate replies
“Where is my order?”: the AI reads the status at the agent, the latest carrier scans and the estimated delivery before writing.
Safe actions
Address change verified with the agent and the carrier, after-sales line created for the agent, refunds with a cap and admin approval.
The dispute avoided
A customer mentions a chargeback? If you've allowed it, the AI refunds before the dispute; otherwise, the action goes to approval.
The chat that sells
Sales version of the chat: cart created in the conversation, quantity offers, unique codes, a playbook learned from the conversations that sold.
Comments with no risk to the ad account
Hiding spaced out over time (40/h by default, up to 300/h), banned words, image analysis, a DM to the unhappy customer.
Configure by talking
The AI manager edits the instructions and store info as a versioned draft, which you publish when it's right.
How a brand would use it.
Sample scenarios to illustrate how it works. These are not customer results.
A customer wants to change their address
The customer writes 2 hours after ordering.
- The AI checks that the package hasn't left the warehouse (agent + carrier).
- It updates the address in Shopify.
- An “address change” after-sales line is created for the agent, who confirms the shipment.
Start in copilot
A brand wants to test the AI with no risk.
- “Read my site” fills the knowledge base and the FAQ.
- All channels in Copilot: the team reviews in “To approve”.
- Channels where the drafts are good move to Autopilot.
Gorgias's public pricing
- Starter: $10/month, 50 tickets
- Basic: $60/month ($50 annually), 300 tickets
- Pro: $360/month ($300 annually), 2,000 tickets
- Advanced: $900/month ($750 annually), 5,000 tickets
AI Agent: about $0.90 per resolved conversation on most plans ($1 on Starter), according to the Gorgias blog (May 2026). Plan amounts from a third-party comparison (dragapp.com).
When to choose Gorgias over us
You need phone support, a very large integration ecosystem, or a helpdesk completely separate from your fulfillment.
When to choose Unlimited Scale
Your customers mostly ask where their package is, and you want an AI that really knows, acts safely and notifies your agent.
See also
Replace part of your stack, not just one tool.
When every part reads the others, you make decisions on the reality of your business, not on five dashboards that contradict each other.