GorgiasGenesys Cloud CXGorgias vs Genesys Cloud CX

Gorgias vs Genesys Cloud CX: $515 apart for five people

An ecommerce help desk against a contact center platform: Gorgias is $515 a month cheaper for five people. What decides between Gorgias and Genesys Cloud CX, and a third option for small teams.

By Khalid Nouri, founder of SellioPricing check dates are listed with each vendor below

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The short answer

Pick Gorgias if you sell on Shopify, BigCommerce or Magento and want refunds and order edits from the ticket. Pick Genesys Cloud CX if you run a contact center where voice, routing and workforce management come first. For five people, Gorgias is $515 a month cheaper than Genesys Cloud CX ($60 a month on Gorgias against $575 on Genesys Cloud CX), before AI. Sellio Mini is $45, $15 under Gorgias. Gorgias and Genesys Cloud CX both include website chat, email, WhatsApp and Instagram in the price. Neither Gorgias nor Genesys Cloud CX includes Telegram outright. A team of two to ten choosing between Gorgias and Genesys Cloud CX for chat and tickets at one price has a third option below.

At a glanceGorgiasGorgiasGenesys Cloud CXGenesys Cloud CX
Built aroundShopify orders · tickets priced by volumeThe contact center · voice first, digital added
Entry plan$10/mo · Starter: 50 tickets$75/user/mo · CX 1: voice only
Chat in the price$60/mo · Basic: 300 tickets, any agents$115/user/mo · CX 2: adds digital channels
AI agentAbout $1 per resolution · and it counts as a ticketAI tokens · 250 a month included per org
Copilot for agentsIncluded · AI-assisted repliesIn tokens
Free planNone · trial offeredNone · no printed trial

The six differences that decide it

Everything else on this page follows from these.

  1. 01

    Where a conversation starts

    GorgiasGorgias

    As a ticket with the Shopify order beside it, so an agent can refund or edit without leaving. Genesys Cloud CX has no ticket queue behind its conversations.

    Genesys Cloud CXGenesys Cloud CX

    As an interaction routed by skills and queues, whether it is a call, a web message or an email. Gorgias raises a ticket where Genesys Cloud CX keeps a conversation.

  2. 02

    What the seat buys

    GorgiasGorgias

    There are no seats: $60 buys 300 tickets a month for any number of agents, and about $0.40 a ticket past that. $60 for five people, against $575 on Genesys Cloud CX.

    Genesys Cloud CXGenesys Cloud CX

    $75 buys voice on CX 1; web messaging, email and social start on CX 2 at $115 per user. $575 for five people, against $60 on Gorgias.

  3. 03

    How the AI is billed

    GorgiasGorgias

    AI Agent is about $1 per resolved conversation, and each resolution also counts as a ticket. Genesys Cloud CX folds AI (AI tokens) into the plan instead.

    Genesys Cloud CXGenesys Cloud CX

    AI Experience tokens: a monthly allowance per org, then bought by usage, covering bots and agent assist. Gorgias meters AI (about $1 per resolution) above the seats instead.

  4. 04

    Channels in the price

    GorgiasGorgias

    Email, chat, Messenger, Instagram, WhatsApp and SMS, with the store's order data in every one. The same set as Genesys Cloud CX.

    Genesys Cloud CXGenesys Cloud CX

    Voice, web messaging, email, SMS, WhatsApp, Messenger and Instagram on the digital plans; no Telegram. The same set as Gorgias.

  5. 05

    Beyond the inbox

    GorgiasGorgias

    Revenue reporting, order actions, convert campaigns and deep Shopify, BigCommerce and Magento apps. Genesys Cloud CX is a contact center platform instead.

    Genesys Cloud CXGenesys Cloud CX

    Workforce management, quality, speech analytics and outbound dialing for a contact center. Gorgias is an ecommerce help desk instead.

  6. 06

    Time to the first reply

    GorgiasGorgias

    Hours for a Shopify store: install the app, connect the mailbox, turn on the macros. Genesys Cloud CX is weeks.

    Genesys Cloud CXGenesys Cloud CX

    Weeks: a contact center rollout with routing, IVR and workforce setup. Gorgias is hours for a Shopify store.

Sources: Gorgias pricing · Genesys Cloud CX pricing. Each vendor’s own comparison of the other is linked so you can weigh both sides against ours.

What each one looks like

A look at the agent workspace. Interfaces can vary by plan and product version.

The Gorgias ticket view: the customer thread with the Shopify order and actions on the right
GorgiasGorgias. The Gorgias ticket view: the customer thread with the Shopify order and actions on the right
The Genesys Cloud agent workspace: the interaction queue with a web message and the customer record
Genesys Cloud CXGenesys Cloud CX. The Genesys Cloud agent workspace: the interaction queue with a web message and the customer record

Pricing references: Gorgias pricing page (recorded 2026-09-06; needs verification); Genesys Cloud CX pricing page (recorded 2026-09-13). Prices change; confirm current terms with each vendor.

Gorgias, Genesys Cloud CX and Sellio, side by side

Fifteen things a support team checks. A dash means the product does part of it or charges extra for it.

FeatureGorgiasGorgiasGenesys Cloud CXGenesys Cloud CXSellio

Pricing

Pricing model
Per ticket volume; AI per resolution on top.
Per user; AI by tokens
Per workspace; seats and channels are plan limits
Free plan
Trial only.
None
2 seats, 1 channel, 1 AI agent, no trial clock

Channels

Website live chat
Chat widget.
Web messaging on CX 2 and up
One script tag; guides for HTML, React, Next.js and more
Email in the inbox
Yes.
CX 2 and up
From Mini: forward your support address; reply from the thread
WhatsApp
Yes.
CX 2 and up, plus fees
From Mini: WhatsApp Business API, several agents on one number
Instagram DMs
Yes, including comments.
CX 2 and up
From Mini: Instagram DMs beside web chat
Telegram
Not a channel.
Not offered
From Mini: paste a bot token; the webhook is set for you
Slack, Discord, Teams (two-way)
Slack notifications.
Teams and Slack integrations
From Mini: two-way threads; a reply there reaches the customer

AI

AI agent trained on your docs
AI Agent with Shopify actions.
Bots on tokens
Crawl your site, upload PDFs and FAQs; answers only from those
How AI is billed
About $1 per resolution, plus the ticket.
Tokens, then usage
Metered from an included credit, with caps you set
AI hands off to a person
Hands to agents.
Routes to a queue
On low confidence, a keyword, or a teammate taking over

Support operations

Tickets
Ticket-first.
Cases via work automation
On Plus: raise from any chat; customer, back-office and tracker
Visual workflow automation
Rules and macros.
Architect flows
From Mini: 11 triggers, 18 actions, no code
Analytics and CSAT
Support and revenue stats.
Deep contact center reporting
From Essentials: response times, resolution, CSAT; topics and email reports on Plus

Apps

Desktop app (Windows, macOS)
Browser and mobile.
Desktop app
Native Windows and macOS apps

Which one, for whom

Pick Gorgias if

  • You sell on Shopify, BigCommerce or Magento and want refunds and order edits from the ticket.
  • Ticket volume is low and steady, so paying by ticket beats paying by seat.
  • Five people cost $515 a month less than on Genesys Cloud CX ($60 against $575), before AI.
  • You need a ticket queue, which Genesys Cloud CX does not have.

Pick Genesys Cloud CX if

  • You run a contact center where voice, routing and workforce management come first.
  • Named, concurrent or hourly licensing matters for shift work.
  • You want native desktop apps, which Gorgias does not ship.
  • You want the AI in the seat price (AI tokens) rather than Gorgias's meter at about $1 per resolution.

The third option: Sellio

  • Two to ten of you answer chat, messaging and email. Compare Sellio's workspace plans with $60 a month on Gorgias against $575 on Genesys Cloud CX for five people, including each product's limits.
  • The AI invoice should be known in advance: Gorgias meters AI (about $1 per resolution) above the seats and Genesys Cloud CX folds AI (AI tokens) into the plan, where Sellio's credit is included and capped by you.
  • You need Telegram and a free plan with no trial clock, which neither Gorgias nor Genesys Cloud CX includes.

What two, five and ten people pay

Gorgias: $60 a month for five (300 tickets a month, any number of agents); it does not print a per-seat rate to extend to two or ten. Genesys Cloud CX on CX 2: $230, $575 and $1,150 a month for two, five and ten people, before AI. Sellio: Free for two seats; Mini at $45 for five, $15 less than Gorgias and $530 less than Genesys Cloud CX for five people; Essentials at $95 for ten, the AI credit included. At ten people, Essentials at $95 is $1,055 under Genesys Cloud CX.

Where the two agree, and where they split

Gorgias is an ecommerce help desk built around Shopify orders; Genesys Cloud CX is a contact center platform built around the contact center. Neither has a free plan: Gorgias offers a free trial, Genesys Cloud CX no trial. Gorgias and Genesys Cloud CX both include website chat, email, WhatsApp and Instagram in the price. Neither Gorgias nor Genesys Cloud CX includes Telegram outright. Gorgias meters AI (about $1 per resolution) above the seats; Genesys Cloud CX folds AI (AI tokens) into the plan. Gorgias has tickets and Genesys Cloud CX does not, and only Genesys Cloud CX ships desktop apps. Gorgias is hours for a Shopify store; Genesys Cloud CX is weeks.

What each price leaves out

Gorgias: AI Agent about $0.90 to $1.00 per resolved conversation on top of the plan; extra tickets about $0.36 to $0.40 each. Genesys Cloud CX: AI Experience tokens: 250 named or 350 concurrent a month per org included, then bought by usage. Beside Gorgias's about $1 per resolution and Genesys Cloud CX's AI tokens, Sellio includes an AI credit with each paid plan. Usage consumes that credit; additional credits cost extra, and you can set a spending cap.

How these figures were read

Gorgias does not print the figures above in a form a fetch can read (Per ticket volume, not per agent. Gorgias renders its table in the browser, so these figures were confirmed from published summaries; check the vendor page.), so they are marked unverified here beside Genesys Cloud CX's, and Gorgias's pricing page should be checked before you decide.

How to decide in an afternoon

  1. Step 1

    Count agents and channels

    Anyone who replies is a seat. List the channels customers actually use.

    5 people reply5 seats
    Website chat61%
    WhatsApp27%
    Email12%
  2. Step 2

    Price the AI you would use

    Estimate monthly conversations the AI could close, then apply each vendor's per-resolution or per-session rate.

    1,200 conversations × 40% AI closes480
    GorgiasGorgiasSee vendorNot quoted
    Genesys Cloud CXGenesys Cloud CXAssumed $0$0
    Sellio$0.05$19

    Illustrative AI-only estimate; vendor units differ. Pack billing is rounded up. Sellio assumes Mini’s $5 credit and $0.05 per conversation.

  3. Step 3

    Trial the shortlist

    Check each vendor’s trial, free plan or demo terms. Where access is available, test one real channel before committing.

    GorgiasGorgias · Free trial offered
    Genesys Cloud CXGenesys Cloud CX · None printed; contact sales
    Sellio · Free plan, no card

    Confirm trial access and limits, then evaluate one real channel on each.

Continue your research

FAQ

Gorgias vs Genesys Cloud CX: the questions people ask

Gorgias is an ecommerce help desk built around Shopify orders; Genesys Cloud CX is a contact center platform built around the contact center. Gorgias has tickets and Genesys Cloud CX does not, and only Genesys Cloud CX ships desktop apps.

  • Entry plan: Gorgias $10/mo (Starter: 50 tickets); Genesys Cloud CX $75/user/mo (CX 1: voice only).
  • Chat in the price: Gorgias $60/mo (Basic: 300 tickets, any agents); Genesys Cloud CX $115/user/mo (CX 2: adds digital channels).
  • Sellio: Telegram, which neither Gorgias nor Genesys Cloud CX has outright, plus the rest of the five, on every paid plan.

Sellio's side of the Gorgias and Genesys Cloud CX rows is on the shared inbox page.

Still have a question? Contact us or browse the docs.

Or the third option: one price, every channel.

Sellio puts website chat, WhatsApp, Instagram, Telegram and email in one inbox with tickets and an AI agent, for $45 to $295 a month per workspace.

Get startedRead the docs

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