Gorgias Alternative: Why Flat-Fee AI Agents Beat Per-Resolution Pricing

Switching from Gorgias should solve a specific operating problem: a workflow your team cannot run, a pricing model that does not suit your volume, or a need to combine Shopify sales and support differently. A comparison is useful only when it reflects the configuration you would actually buy.

Start with the current billing model

Gorgias describes a helpdesk priced by ticket volume and an AI agent billed when it resolves a conversation. The helpdesk is not priced per agent. That distinction matters: adding a teammate is not automatically another Gorgias seat charge, and an AI reply is not automatically a separate resolution.

Kolton uses flat subscriptions with included AI reply volume. A conversation containing three agent messages uses three replies; it cannot be compared directly with one resolved conversation. Estimate the complete selected plan and workload before claiming a saving.

Map the workflow you want to move

List the channels you use, common order questions, product advice, return exceptions, assignments and reports. Mark which steps are automated and which require a person. Include the information each step needs: product variants, stock, fulfillment status and store policy.

Kolton connects Shopify data to sales and support conversations with configured tools and permissions. That does not mean every connected app has a native integration or that every refund can run automatically. Verify your specific integrations and action authority during testing.

Run a controlled migration test

Choose a representative sample of customer questions. Include a product that is out of stock, a split shipment, a return outside policy, a public complaint and a shopper asking for a person. Compare the answer, the data used and the handoff in both systems.

Before changing live traffic, inventory macros, knowledge, routing and any history your team needs to retain. Confirm available export and import options rather than assuming that every field transfers. Start one channel in review mode and assign one system to send replies on that channel. Keep the prior workflow available until the new one works reliably.

Choose a Kolton plan for your requirements

Kolton offers Free at $0 with 50 replies/month, Starter at $49/month or $470/year with 400 replies/month, Pro at $249/month or $2,240/year with 3,000 replies/month, and Max at $1,197/month or $9,340/year with 15,000 included replies/month. Free, Starter and Pro pause AI replies at the limit until an upgrade or the next cycle. Max continues beyond included volume at no extra charge. There are no per-resolution or overage fees; optional extra-store add-ons cost extra. See current pricing.

Starter includes web chat, Instagram and Facebook messaging. Pro and Max add all supported channels, AI comment replies and cart recovery. Channel access and platform rules still apply. Review the complete plan matrix before migrating a feature your team depends on.

Judge the result using service quality and cost

Track answer correctness, repeat contacts, human corrections and whether the receiving teammate has enough context. For sales assistance, use completed orders after discounts and refunds rather than the number of links sent. Compare ordinary and peak periods separately.

Kolton may fit a Shopify-focused agent workflow; Gorgias may remain a better operational fit for a team invested in its helpdesk and integrations. Neither pricing model establishes a universal winner. Use the Kolton versus Gorgias guide as a checklist and test your actual requirements before switching.