TextYess vs Gorgias (2026): a CRM, not a ticket meter
Gorgias bills by the ticket and counts each AI answer as a ticket too. We answer and sell in one CRM, with a team and Atlas. One price from €249.
Short answer: Gorgias is a helpdesk billed by the ticket, and each AI answer “also counts as a helpdesk ticket”, so the bill grows with every question your customers ask. When the ticket closes, nothing on its pricing page plans your next campaign. With us, our AI answers on WhatsApp, your site and the phone, and every question feeds the customer profile Atlas uses to plan what you send next, all for one price. A person from our team sets you up whatever your GMV; on Gorgias, a dedicated CSM “depends on your annual Shopify GMV”. If your team lives in Gorgias, keep it: our WhatsApp chats land there as tickets.
At a glance
TextYess | Gorgias | |
|---|---|---|
You pay by | One monthly price | Tickets, plus each automated AI interaction |
An AI answer | One Conversation Reply, 1,000 in the plan | An automated interaction that “also counts as a helpdesk ticket” |
What you get | The CRM for ecommerce: care and campaigns | “Two complementary products: Helpdesk and AI Agent” |
Who decides what to send next | Atlas proposes the campaign, the audience and the timing. You approve | No campaign product on its pricing page |
Who helps you | Our team: setup and campaigns with you, support included | A dedicated CSM “depends on your annual Shopify GMV”. Otherwise live chat, email and resources |
The phone | AI voice agent, flat +€100 a month | Voice add-on, priced “with your call and text volume” |
How Gorgias’s price adds up
Gorgias’s pricing page, in US dollars:
A plan sized by tickets. “You pay more as your ticket volume increases.” Pro is $550 a month billed monthly: $360 for the helpdesk and $190 for AI Agent, covering 2,000 tickets and 190 automated interactions.
Ticket overage. Each ticket past your limit costs $0.36 to $0.40.
Every AI answer. “Each AI Agent interaction also counts as a helpdesk ticket and is billed accordingly.” Past the allowance, it’s “a $1.50 per automated interaction fee”.
Voice and SMS. “Add Voice or SMS to any plan. Pricing scales with your call and text volume.”
So every AI answer is paid twice: as an interaction and as a ticket. One reviewer: “At 1.50 USD per AI conversation I cannot justify switching it on.”
With us, you pay €249 a month, or €199 billed annually. That includes WhatsApp, 1,000 outbound messages, 1,000 Conversation Replies for the AI and your team, 1,000 free operator replies, Meta’s fees and the team. After that, an AI reply is €0.10 and an outbound message €0.12. On-site chat and the voice agent are +€100 a month each.
A customer’s question becomes your next campaign
On Gorgias, the AI resolves the question and the ticket closes. Nothing on its pricing page plans or sends your next email or WhatsApp campaign.
With us, the question keeps working. A customer asks on WhatsApp whether the linen shirt runs small. Our AI answers from your catalog, checks order status with the courier, handles returns by your rules and sends a checkout link in the chat. The question goes into their profile next to their orders, emails and site visits. Atlas uses it: a back-in-stock alert for everyone who asked about a size, a win-back for people who haven’t ordered in 40 days. It writes a version for each group in your voice, and nothing is sent until you approve. One of our brands reports a “70% reduction in customer service costs” (customers).
People who answer, whatever your GMV
Gorgias’s pricing page says “Higher-GMV brands typically receive a dedicated CSM, while lower-GMV brands are supported with comprehensive resources.” For everyone, “You can contact Gorgias support via live chat in your dashboard or by emailing support@gorgias.com.”
Its low-star reviews on the Shopify App Store (reviews) keep coming back to support: “Very poor after sales support.” “They keep sending the same canned AI responses.”
With us, the size of your store doesn’t decide whether you get a person:
We set it up together. On a screen-share call, someone from our team connects your WhatsApp number through Meta’s verification and display-name approval, links Shopify and trains the AI on your catalog and policies with you.
We help with the selling side. For the first weeks we work on your campaigns like an agency, often drafting them for your approval.
People write back. By email, WhatsApp or phone, in English, typically within 24 hours.
Gianni Del Prete, on the Shopify App Store: “The thing I appreciated mostly is the attention they put into customer care, the team is always available for help.”
The phone without a per-ticket meter
Customers call a dedicated number for your store and ask, in their own language. The voice agent knows what your WhatsApp and site chat know, and every call lands in your call log with a transcript. It’s a flat €100 a month.
On Gorgias, calls are Voice tickets. One reviewer pays “$1 per Voice ticket within our plan and $2.20 per ticket once we exceed the limit”, and their “biggest complaint is spam call billing”.
Moving from Gorgias, or keeping it
Book a demo and see how our AI would answer your customers. Then a person from our team sets it up with you: Shopify connects in minutes, your WhatsApp number connects to Meta in a few steps, and your contacts, consent records and templates come with you. You test the AI on real questions before it goes live.
If your team wants to stay in Gorgias, it can. WhatsApp conversations become Gorgias tickets, and replies written there go out on WhatsApp (integrations). The same works with Zendesk.
Comparing more tools? See how we compare with other tools.
FAQ
What support do I get with TextYess compared with Gorgias?
On Gorgias, a dedicated CSM depends on your annual Shopify GMV, and support is live chat or email. With us, the help doesn't depend on GMV: a setup call with our team, help with your first campaigns, and people on email, WhatsApp and phone, on every plan.
Is TextYess a helpdesk or a CRM?
A CRM for ecommerce. Our AI answers customers on WhatsApp, your site and the phone, with a shared inbox and human takeover, and every chat feeds the customer profile your campaigns use. Atlas plans your email and WhatsApp campaigns, and we send them when you approve.
Does Gorgias charge for AI answers?
Yes. Gorgias charges per automated interaction, $1.50 each past your plan's allowance, and each one "also counts as a helpdesk ticket and is billed accordingly". With us, an AI reply uses one of the 1,000 Conversation Replies in your plan, then costs €0.10.
Can I keep Gorgias and use TextYess?
Yes. WhatsApp conversations become tickets in Gorgias, and replies your team writes in Gorgias go out on WhatsApp. The same works with Zendesk.
Author info
Head of Marketing
