Concie vs Gorgias
Gorgias is a powerful ecommerce helpdesk with AI bolted on top. Concie is an AI pre-sales agent built to convert buyers before checkout — across the DMs, comments and channels where they actually ask. Here's how they really differ.
Gorgias is built around the support inbox: tickets, refunds, order edits, macros. Its AI Agent sits on top of that. Concie is built the other way around — its whole job is to answer the questions a researching buyer asks and turn them into orders, with native Instagram comment→DM, Stories, Reels and WhatsApp. If your pain is post-purchase support volume, Gorgias is excellent. If it's losing pre-purchase buyers who won't wait, that's Concie.
What makes Concie different
Concie is a pre-sales agent, not a helpdesk. Here's what that means in practice — before we get to the feature-by-feature table.
Native Instagram comment→DM, Stories and Reels, plus WhatsApp, Messenger and SMS — Concie turns public social engagement into private, converting conversations.
Tuned for furniture, jewelry, electronics and beauty — the research-heavy categories where pre-sales questions decide the sale.
Simple conversation credits with rollover. No per-AI-interaction surcharge, no ticket double-counting, no surprise overages.
Connect Shopify or WooCommerce and go — no code. Concie answers only from your data and hands off to a human when needed.
Concie vs Gorgias, feature by feature
| Concie | Gorgias | |
|---|---|---|
| Instagram comment → DM automation | — | |
| Instagram Stories & Reels replies | — | |
| WhatsApp, Messenger & SMS | ||
| Pre-sales product recommendations | ||
| Answers only from your data (no hallucinations) | ||
| Built for considered, high-AOV catalogs | — | |
| Flat conversation-credit pricing | — | |
| No per-AI-interaction surcharge | — | |
| Live in 48 hours, no code | Partial | |
| Multi-platform (Shopify, Woo, Magento…) | Shopify-first | |
| Full helpdesk (tickets, refunds, order edits) | — | |
| Unlimited agent seats |
What each one is actually built for
Gorgias started life as an ecommerce helpdesk — a shared inbox that unifies email, chat, social and SMS, with deep Shopify actions so agents can issue refunds and edit orders without leaving the ticket. Its AI Agent (a Support Agent plus a Shopping Assistant) is a layer added on top of that ticketing foundation.
Concie was built pre-sales-first. There's no ticket queue to manage — the entire product is oriented around answering the questions a high-consideration buyer asks before they commit, and nudging them to purchase. Support is something it hands off, not its center of gravity.
Where the buyer actually is: social & DMs
For considered purchases, a huge share of pre-sale questions happen in public — an Instagram comment under a product post, a reply to a Story, a DM at 11pm. Concie treats that as the funnel: it auto-replies to the comment and slides into the DM to close, and runs the same brain on WhatsApp, Messenger and SMS.
Gorgias can pull social messages into the inbox, but it's centralized around the agent's queue rather than turning a public comment into a private, converting conversation. Different design, different outcome.
Conversion vs deflection — they optimize for different numbers
A helpdesk measures success in tickets deflected and time-to-resolution. That's the right metric for support. Concie measures conversations converted — leads captured, carts started, buyers who stopped waiting and bought. If your bottleneck is revenue lost before checkout, deflection metrics won't move it.
Pricing: predictable credits vs tickets + per-AI-interaction billing
Gorgias prices on ticket volume (plans roughly $10–$900/mo for 50 to 5,000 tickets), and AI Agent interactions are billed separately at about $0.90–$1.00 each — and each AI interaction also counts as a helpdesk ticket, so it's effectively counted twice. Exceed your tier and overages run ~$0.36–$0.40 per ticket.
Concie is flat conversation credits: 400 / 900 / 2,000 conversations for $179 / $279 / $379, unused credits roll over, no per-AI surcharge. For pre-sales volume that spikes with launches and viral posts, predictable credits are easier to plan around.
Time to value
Concie connects to Shopify or WooCommerce and is live across channels in about 48 hours, no code. A full helpdesk rollout — inboxes, rules, macros, routing, team training — is a bigger lift, which is the right investment if support operations are the goal, and overkill if you just want to stop losing pre-sale buyers.
Where Gorgias is strong
Credit where it's due — pick Gorgias when these matter most.
- A mature, full-featured helpdesk with unlimited agent seats
- Deep Shopify actions — refunds, order edits, subscriptions inside the ticket
- 100+ integrations and a long track record at large support teams
- Voice, plus post-purchase order tracking and returns
- Your biggest leak is pre-purchase: buyers asking and not getting answered in time
- A lot of demand comes through Instagram comments, DMs, Stories, Reels or WhatsApp
- You sell considered, higher-AOV products that generate research questions
- You want flat, predictable pricing and to be live this week
- Your primary need is a support helpdesk: tickets, refunds, order edits at scale
- You have a large support team that lives in a shared inbox all day
- Post-purchase operations (returns, subscriptions, voice) are core
FAQ
No. Concie is an AI pre-sales agent focused on converting buyers before checkout. It doesn't replace a full ticketing/helpdesk system — it answers the pre-purchase questions and hands off to your team or helpdesk when post-purchase ops are needed.
Yes. A common setup is Concie at the front of the funnel (social DMs, comments, pre-sales chat) and Gorgias for post-purchase support tickets. They optimize for different stages.
Yes — natively. It auto-replies to comments, moves the buyer into a DM, and also handles Stories and Reels, plus WhatsApp, Messenger, email and your website widget.
Gorgias bills per ticket plus ~$0.90–$1.00 per AI interaction (which also counts as a ticket) plus overages. Concie is flat conversation credits (400/900/2,000 for $179/$279/$379) with rollover and no per-AI surcharge.