Gorgias AI Agent: evidencia sobre facturación, reclamaciones y tamaño de empresa, reseñas de Trustpilot y una revisión completa

Estados de evidencia que se movieron

• FacturaciónNo establecido→Documentado por el proveedor
• PedidosInforme externo→Limitación documentada
• ReclamacionesNo establecido→Documentado por el proveedor
• Empresas medianasNo establecido→Documentado por el proveedor
• Grandes empresasNo establecido→Documentado por el proveedor

Afirmaciones añadidas

• Capacidades documentadas

  A Shopify App Store reviewer (Inkkas, United States, 5 stars) running support for a footwear brand wrote that, after a couple of months building out the AI Agent with Gorgias's customer success manager, "it now resolves a real share of inbound tickets before anyone on our team touches them."Informe independiente

  Gorgias: AI, Helpdesk & Chat — Shopify App Store reviews (5-star filter) · 3 oct 2026 · ID de la afirmación gorgias-str-indep-footwear

• Limitaciones y condiciones de implantación

  Gorgias documents that the AI Agent requires a Shopify store connected to Gorgias and "is not supported on stores that use BigCommerce, Magento or WooCommerce."Declarado por el proveedor

  Set up and use AI Agent on Chat · 3 oct 2026 · ID de la afirmación gorgias-weak-shopify-only

• Limitaciones y condiciones de implantación

  Gorgias labels the AI Agent on WhatsApp an open beta and states that, because it does not yet support one-time passwords there, requests that change a shopper's account or orders, such as cancelling an order, updating a shipping address or modifying a subscription, are handed over to the team.Declarado por el proveedor

  Enable AI Agent on WhatsApp (Beta) · 3 oct 2026 · ID de la afirmación gorgias-weak-whatsapp-otp

• Limitaciones y condiciones de implantación

  Gorgias labels the AI Agent on Instagram and Facebook Messenger an open beta and states that it "only responds to direct messages", not to public posts, mentions or comments.Declarado por el proveedor

  Enable AI Agent on Instagram and Facebook Messenger (Beta) · 3 oct 2026 · ID de la afirmación gorgias-weak-social-dm-only

• Limitaciones y condiciones de implantación

  A 1-star Trustpilot reviewer (Will Ryan of Electric Labs, United Kingdom), who uses Gorgias with about three clients, wrote that "their AI stuff is half baked" and that they had been "waiting 90 days for a fix so that the AI agent can give a different response to a retail vs a B2B customer."Informe independiente

  Gorgias reviews on Trustpilot · 3 oct 2026 · ID de la afirmación gorgias-weak-indep-b2b

• Limitaciones y condiciones de implantación

  A 1-star Trustpilot reviewer (Mark, Netherlands) wrote that "All of Gorgias' AI features are exclusively designed for Shopify users" and that on BigCommerce, Magento, WooCommerce and Prestashop "none of the AI features, automations, or smart responses work".Informe independiente

  Gorgias reviews on Trustpilot · 3 oct 2026 · ID de la afirmación gorgias-weak-indep-shopify-only

• Limitaciones y condiciones de implantación

  Gorgias holds a 2.1 out of 5 rating across 152 Trustpilot reviews. The rating covers Gorgias as a company and its whole help desk, not the AI Agent, and it is not comparable with another vendor's rating, which covers a different product.Informe independiente

  Gorgias on Trustpilot · 3 oct 2026 · ID de la afirmación gorgias-weak-trustpilot-aggregate

• Facturación · capacidad declarada por el proveedor

  Gorgias documents Recharge actions that let the AI Agent resolve subscription requests such as skipping a shipment, pausing or cancelling a subscription, updating billing details or creating a discount code.Declarado por el proveedor

  AI Agent Actions: manage Recharge subscriptions · 3 oct 2026 · ID de la afirmación gorgias-fit-billing-vendor

• Pedidos · informe independiente de un fallo

  A 1-star Trustpilot reviewer (Jen Staben, United States) wrote that after they removed an AI order-cancellation action from a guide, "the AI continued behaving as though the action still existed for roughly 12 hours afterward."Informe independiente

  Gorgias reviews on Trustpilot · 3 oct 2026 · ID de la afirmación gorgias-fit-orders-fail

• Reclamaciones · capacidad declarada por el proveedor

  Gorgias documents that the AI Agent reads photos customers send and can use them to resolve product-issue tickets, identifying missing items or product damage, and to check return or refund eligibility against the merchant's instructions.Declarado por el proveedor

  How AI Agent uses Vision to understand images · 3 oct 2026 · ID de la afirmación gorgias-fit-complaints-vendor

• Empresas medianas · capacidad declarada por el proveedor

  Gorgias's Pepper case study describes an AI Agent deployment at an intimates brand that "employs 50 people and is on track to break $80M in revenue this year", reporting a 54% average automation rate.Declarado por el proveedor

  How Pepper's AI Agent Automates 54% of Support and Converts 19% of Conversations · 3 oct 2026 · ID de la afirmación gorgias-fit-midmarket-vendor

• Grandes empresas · capacidad declarada por el proveedor

  Gorgias's Nude Project case study, tagged Enterprise, describes a streetwear brand handling approximately 15,000 tickets a month, of which the AI Agent handled 4,228, or 40%, in its first month.Declarado por el proveedor

  How Nude Project Resolves 74% of Tickets in One Touch with Gorgias's AI Agent · 3 oct 2026 · ID de la afirmación gorgias-fit-enterprise-vendor

Afirmaciones editadas

• Capacidades documentadas

  The Gorgias Shopify app, which is how merchants install the AI Agent, holds a 4.3 out of 5 rating across [eliminado:] 705[añadido:] 706 reviews: 82% at five stars and 10% at one star. The rating is of the whole help desk, not of the AI Agent, and it is not comparable with another vendor's app rating, which covers a different product.

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-str-indep-app-rating

• Capacidades documentadas

  A Shopify App Store reviewer (Alessi Spa, Italy, 5 stars) [eliminado:] reported[añadido:] wrote [eliminado:] having[añadido:] that [eliminado:] "Automated[añadido:] Gorgias [añadido:] "has allowed us to automate over 50% of customer inquiries while maintaining an excellent CSAT score."

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-str-indep-automation

• Limitaciones y condiciones de implantación

  A 1-star Trustpilot reviewer [añadido:] (SPruitt, United States) wrote that "The AI/bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely—resulting in customer complaints."

  enlace a la fuente

  https://www.trustpilot.com/review/gorgias.com → https://www.trustpilot.com/reviews/69a8a42745498b173c7a0d19

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-weak-trustpilot-errors

• Devoluciones · capacidad declarada por el proveedor

  Gorgias [eliminado:] markets[añadido:] documents [añadido:] an AI Agent [eliminado:] support skills that "Make exchange and returns easy with personalized links" and documents a dedicated action that [eliminado:] generates[añadido:] sends a Loop Returns portal [eliminado:] deep link personalized to the customer and [añadido:] the selected order.

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-fit-returns-vendor

• Pequeñas empresas · capacidad declarada por el proveedor

  Gorgias states its help desk "scales from 50 to 5,000 tickets a month, never priced per [eliminado:] agent", offers self-serve "Sign up free",[añadido:] agent" and includes "AI Agent on every plan, pay only when it resolves a conversation".

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-fit-small-vendor

• Pequeñas empresas · informe independiente de un fallo

  A [eliminado:] 2-star[añadido:] Shopify [eliminado:] Trustpilot[añadido:] App [añadido:] Store reviewer [añadido:] (GPerformance, Slovakia), listed under the 1–2 star filter, reported leaving the AI Agent switched off, writing "At 1.50 USD per AI conversation I cannot justify switching it on - if customers actually use it, that is a four-figure bill at the end of the month."

  fuente

  Gorgias reviews on Trustpilot → Gorgias: AI, Helpdesk & Chat — Shopify App Store 1–2 star reviews

  enlace a la fuente

  https://www.trustpilot.com/review/gorgias.com → https://apps.shopify.com/helpdesk/reviews?ratings%5B%5D=1&ratings%5B%5D=2

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-fit-small-fail

• Información del producto · Canales

  Gorgias [eliminado:] states[añadido:] documents [añadido:] that the AI Agent [eliminado:] operates in its[añadido:] can [eliminado:] omnichannel[añadido:] be [eliminado:] inbox[añadido:] enabled [eliminado:] covering[añadido:] on email, chat, SMS, [eliminado:] WhatsApp, Instagram [añadido:] DMs and [eliminado:] Facebook.[añadido:] Facebook Messenger, and WhatsApp from its Deploy settings; no voice channel is listed.

  fuente

  Gorgias — AI teammate for customer experience → Set up and go live with AI Agent

  enlace a la fuente

  https://www.gorgias.com/ → https://docs.gorgias.com/en-US/set-up-and-go-live-with-ai-agent-500219

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-cmp-channels

• Información del producto · Idiomas

  Gorgias [eliminado:] documentation states that [añadido:] the "AI Agent [eliminado:] detects the language a[añadido:] supports [eliminado:] customer[añadido:] over [eliminado:] writes[añadido:] 80 [eliminado:] in[añadido:] languages and replies in [eliminado:] the same language", with a setting to override the reply language;[añadido:] any [eliminado:] no[añadido:] of [eliminado:] supported-language[añadido:] them, [eliminado:] count[añadido:] even [eliminado:] for[añadido:] when [eliminado:] the[añadido:] your [eliminado:] agent[añadido:] knowledge [eliminado:] is[añadido:] isn't [eliminado:] published.[añadido:] translated."

  fuente

  Set the language AI Agent replies in → AI Agent explained

  enlace a la fuente

  https://docs.gorgias.com/en-US/set-the-language-ai-agent-replies-in-5414440 → https://docs.gorgias.com/en-US/ai-agent-explained-497772

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-cmp-languages

• Información del producto · Acciones en sistemas internos

  [eliminado:] Documented[añadido:] Gorgias [añadido:] documents AI Agent actions [eliminado:] include[añadido:] for Shopify order changes (cancel, edit shipping address, remove item, replace item, free reshipment, order [eliminado:] note), Loop Returns portal links and return shipping status, Recharge, Skio[añadido:] note) and [eliminado:] Loop subscription management,[añadido:] points [eliminado:] and[añadido:] to 3PL [eliminado:] lookups[añadido:] actions [eliminado:] via[añadido:] for ShipStation, [eliminado:] ShipBob, ShipHero[añadido:] ShipMonk and [eliminado:] ShipMonk, alongside[añadido:] ShipBob [eliminado:] custom[añadido:] to [eliminado:] actions[añadido:] cancel [eliminado:] built[añadido:] orders [eliminado:] through[añadido:] already [eliminado:] the[añadido:] submitted [eliminado:] action[añadido:] to [eliminado:] builder.[añadido:] fulfilment.

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-cmp-actions

• Información del producto · Métricas de rendimiento declaradas por el proveedor

  In its own [eliminado:] September 2026 ecommerce AI [eliminado:] benchmark[añadido:] benchmark, [eliminado:] (18[añadido:] refreshed [añadido:] October 2026 across 18 vendors, [eliminado:] 212[añadido:] 224 live [eliminado:] stores,[añadido:] stores [eliminado:] 8,390[añadido:] and [eliminado:] conversations),[añadido:] 9,226 [añadido:] conversations, Gorgias ranks its AI Agent #1 overall, [eliminado:] with[añadido:] #2 [eliminado:] 74%[añadido:] on support [eliminado:] automation and [eliminado:] a 76/100[añadido:] #3 [eliminado:] blind[añadido:] on [eliminado:] quality[añadido:] shopping, [eliminado:] score[añadido:] reporting [eliminado:] for[añadido:] 68% support [eliminado:] and[añadido:] automation, [eliminado:] 84%[añadido:] 79% [eliminado:] automation[añadido:] shopping [eliminado:] with[añadido:] automation [eliminado:] 76/100[añadido:] and [eliminado:] quality[añadido:] a [eliminado:] for[añadido:] support [eliminado:] shopping;[añadido:] answer-quality [eliminado:] separately[añadido:] score [eliminado:] Gorgias[añadido:] of [eliminado:] markets[añadido:] 74 [eliminado:] a[añadido:] out [eliminado:] 60%[añadido:] of [eliminado:] automation[añadido:] 100. [eliminado:] rate[añadido:] The [eliminado:] for[añadido:] page [eliminado:] email[añadido:] states [eliminado:] and[añadido:] the [eliminado:] chat[añadido:] benchmark [eliminado:] and[añadido:] is [eliminado:] bills[añadido:] re-run [eliminado:] the[añadido:] weekly, [eliminado:] agent[añadido:] so [eliminado:] per[añadido:] the [eliminado:] resolved[añadido:] figures [eliminado:] conversation.[añadido:] move.

  fecha de publicación

  1 sept 2026 → —

  fecha de comprobación

  20 sept 2026 → 3 oct 2026

  ID de la afirmación

  gorgias-cmp-vendormetrics

Afirmaciones eliminadas

• Limitaciones y condiciones de implantación

  [eliminado:] Gorgias's billing documentation describes "an additional outcome-based automation fee" for AI Agent resolutions but publishes no dollar figure, directing customers to the in-account Billing & usage page instead.Declarado por el proveedor

  How you're billed for using Gorgias · 20 sept 2026 · ID de la afirmación gorgias-weak-no-public-price

Campos descriptivos

Descripción

Gorgias AI Agent is the automation layer inside the Gorgias help desk, aimed at [eliminado:] Shopify[añadido:] ecommerce [eliminado:] and[añadido:] merchants [eliminado:] other[añadido:] running [eliminado:] ecommerce[añadido:] Shopify [eliminado:] merchants.[añadido:] stores. It answers inbound customer messages across email, chat, [eliminado:] SMS[añadido:] SMS, [añadido:] WhatsApp and [eliminado:] social[añadido:] Instagram [eliminado:] channels,[añadido:] and [añadido:] Facebook Messenger, and can trigger configured actions against Shopify and connected apps such as returns portals, subscription tools and 3PLs. This record scopes only to the AI agent within the Gorgias help desk, not to the wider help desk, inbox, voice or analytics products. Gorgias bills the agent on an outcome basis, charging when it resolves a conversation without handing over to a human.

Datos comprobados por última vez

20 sept 2026 → 3 oct 2026

Página actualizada

3 oct 2026 → 4 oct 2026

Notas

Pedidos

Documented limits apply within the capability rather than negating it: a cancellation is not passed to third-party logistics or fulfilment apps, an address change that alters tax or shipping cannot be refunded or charged by the agent, order modification applies to unfulfilled orders only, and item replacement is limited to one item with multi-item or paid replacements escalated to a human.[añadido:] One independent report describes the agent acting on a removed cancellation action for about 12 hours, a failure in configuration changes rather than in the actions themselves.

Pequeñas empresas

The same complaint [eliminado:] appears[añadido:] was [eliminado:] verbatim[añadido:] posted [eliminado:] in[añadido:] verbatim [eliminado:] a[añadido:] on [eliminado:] 2-star[añadido:] Trustpilot [eliminado:] Shopify[añadido:] on [eliminado:] App[añadido:] the [eliminado:] Store[añadido:] same [eliminado:] review[añadido:] day [eliminado:] from[añadido:] (https://www.trustpilot.com/reviews/6a6cb75166ea54887ebf1e6a). [eliminado:] GPerformance[añadido:] The [eliminado:] (Slovakia,[añadido:] figure [eliminado:] 2026-07-31);[añadido:] is [eliminado:] Gorgias[añadido:] the [eliminado:] itself[añadido:] reviewer's [eliminado:] publishes[añadido:] account [eliminado:] no[añadido:] of [eliminado:] per-resolution[añadido:] the [eliminado:] dollar[añadido:] cost [eliminado:] figure,[añadido:] that [eliminado:] so[añadido:] kept the [eliminado:] $1.50[añadido:] agent [eliminado:] figure[añadido:] off, [eliminado:] is[añadido:] not a [eliminado:] customer report, not[añadido:] price [eliminado:] a[añadido:] this [eliminado:] vendor-confirmed[añadido:] portal [eliminado:] price.[añadido:] publishes.

Sector · Comercio minorista y e-commerce

Gorgias is positioned for ecommerce brands, and [eliminado:] a merchant[añadido:] merchants reviewing on the Shopify App [eliminado:] Store[añadido:] Store, [eliminado:] reports[añadido:] a [añadido:] coffee roaster and a footwear brand, report the agent handling [eliminado:] order[añadido:] order, [añadido:] shipping and [eliminado:] shipping[añadido:] inbound [añadido:] support questions. [eliminado:] One[añadido:] Two [eliminado:] reviewer[añadido:] reviewers [eliminado:] describes[añadido:] describe [eliminado:] one[añadido:] two [eliminado:] store,[añadido:] stores, not the segment.

Facturación

[añadido:] Documented billing coverage is subscription management through Recharge. Most Recharge actions run only when the shopper has a single active subscription, a replacement that raises an order total is handed to the team, and Gorgias's handover documentation names billing disputes as a topic to route to a human. No AI Agent action for invoices, card charges or chargebacks was found.

Reclamaciones

[añadido:] The documented complaint path is narrow: image reading is not supported in SMS, and the agent always hands over when it detects anger or frustration, a behaviour merchants cannot turn off. No dedicated complaint-resolution or goodwill-compensation capability was found.

Empresas medianas

[añadido:] Gorgias tags Pepper as an Enterprise customer; the headcount and revenue stated on the same page describe a mid-sized company. The automation rate is the vendor's own figure.

Grandes empresas

[añadido:] The 15,000 tickets a month is well above the 50 to 5,000 range Gorgias's pricing page describes. Figures are the vendor's own, and Gorgias applies its company-size tags loosely: it also tags Pepper, a 50-person brand, as Enterprise. No independent source places the AI Agent at enterprise scale.

Canal · SMS

[añadido:] Gorgias's SMS documentation requires its SMS add-on and a phone number set up for SMS before the agent can answer there.

Canal · WhatsApp

[añadido:] Open beta. Requests that change a shopper's account or orders are handed to the team, because one-time passwords are not yet supported on WhatsApp.

Canal · Mensajería en redes sociales

[añadido:] Open beta, covering Instagram DMs and Facebook Messenger. The agent answers direct messages only, not public posts, mentions or comments.

Filas que ahora citan otras afirmaciones

• Sector · Comercio minorista y e-commerce Cita gorgias-cmp-targetsize, gorgias-fit-orders-indep → gorgias-cmp-targetsize, gorgias-fit-orders-indep, gorgias-str-indep-footwear

Firma

Cambió quien investigó o quien verificó la ficha.