Tidio vs Gorgias: Any Store, or Shopify With Order Actions

The short answer: if your shop runs on WooCommerce, Magento or PrestaShop, the choice is already made, because Gorgias's AI Agent works only with Shopify stores (Gorgias compatibility article). On Shopify, at about 1,500 conversations a month, Gorgias Pro with its AI Agent costs $550 a month and the agent can cancel, edit and reship orders, while Tidio's Growth tier plus a Lyro package costs from $389, with an agent that answers questions and looks orders up rather than changing them (monthly billing, checked on 26 October 2026 on the Gorgias pricing page and the Tidio pricing page).

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Three checks before any demo:

1. Price your month both ways. For example, 1,500 conversations with 190 closed by the AI: on Gorgias that is Pro's $360 helpdesk, which covers 2,000 tickets, plus $190 of AI Agent for 190 automated interactions, $550 in all. On Tidio, if Lyro answers 200 chats and hands the rest over at once, it is $140 for Lyro plus $249 for the 1,500-conversation Growth tier, $389. If Lyro answers 450 first and closes the same 190, the Lyro package becomes $350 and the month $599 (Gorgias pricing, Tidio pricing).
2. Map what happens after checkout. Gorgias's cancel action changes the order in Shopify only, and does not pass the cancellation on to a 3PL or fulfilment app (Shopify Actions article). Note how long an order sits in Shopify before your warehouse picks it up.
3. Decide what counts as solved. Gorgias only charges an automated interaction when the shopper does not reach a person within 72 hours (Gorgias pricing FAQ). Use the same 72 hours as your own test on both tools: count the AI-closed chats that came back.

How they line up

Sources: Gorgias's pricing page, homepage, compatibility article and Shopify Actions article; Tidio's pricing page, Lyro limit article and Action templates article.

The differences that decide it

Your platform

Gorgias's own table marks its AI Agent and Order Management as Shopify features; BigCommerce and Magento stores get Flows, and WooCommerce and PrestaShop stores get neither (compatibility article). Tidio's help centre has Lyro product recommendation guides for both Shopify and WooCommerce (Lyro section). A store that is not on Shopify reads the rest of this page for interest only.

An agent that edits orders, or one that answers about them

Gorgias's AI Agent can cancel an unfulfilled order with a full refund and restock, change a shipping address after asking the shopper to confirm it, swap one item for another and reship an order it judges lost in transit (Shopify Actions article). Tidio's Lyro answers from your pages, recommends products and, through the Get order status template, reads an order back to a shopper who gives an email and order number; anything that writes to an order would be a custom Action, an API call your developer configures (Action templates). If "where is my order" fills your inbox, both cover it. If "please cancel, I ordered the wrong size" does, only Gorgias does it out of the box.

Who pays for the AI's work

Tidio keeps the meters apart: replies from Lyro and Flows never count as billable conversations (Tidio pricing FAQ). Gorgias bills each automated interaction and also counts it as a helpdesk ticket (Gorgias pricing FAQ). That matters at the edge of a tier: 1,900 human tickets plus 190 AI-closed ones is 2,090 tickets, past Pro's 2,000, and the extra 90 cost $0.36 each, $32.40.

The monthly bill at three volumes

Monthly billing in US dollars, checked on 26 October 2026 on the Gorgias and Tidio pricing pages. Gorgias's annual billing brings Pro's helpdesk to $300 and its AI to $171. The two count different things, so read each row as the nearest plan, not a like-for-like quote.

One agent job, with a person checking

On Gorgias, set up the Cancel order action for Shopify and give it an Order Date condition, for example less than 2 hours since the order was placed, so the agent never cancels something your warehouse has already picked (Shopify Actions article). The agent reads the request, checks the order is unfulfilled and inside the window, then cancels, restocks and refunds; anything outside the window, or a swap that raises the total, goes to your team. Before going live, test it in the Playground: actions are off in test conversations by default, and the preview article warns that a test with actions switched on can cancel a real order, so point it at a fake customer profile. For the first two weeks, a person reads every cancellation the agent made.

An agent that refunds money talks to customers, so the first line has to say it is an AI. Gorgias puts "This chat is AI-powered for faster assistance." in front of the privacy policy link in its chat widget for you (AI Agent name article); the store support use case covers the rest of the rule.

Choose Tidio if your job is

• Answering shoppers on WooCommerce, or on Shopify with a team of up to 10.
• Keeping the AI's work off the human meter, and the whole bill under a few hundred dollars.
• Taking chat, email and social messages into one free or low-cost inbox.

Choose Gorgias if your job is

• Letting an AI agent cancel, edit and reship Shopify orders around the clock.
• Running support on ticket volume, with no charge per agent.
• Handling thousands of tickets a month with one vendor for help desk and AI.

The Tidio entry lists Tidio's plans; Gorgias has no entry on this site, so its own pricing page is the place to check.

Try both before paying

Tidio's Free plan and Gorgias's 7-day trial cost nothing, and Gorgias's Playground conversations do not count toward your tickets (preview article). Tag 100 of last month's tickets by reason and run the 20 most common through each agent's test window. If cancellations and address changes are a small share of your tickets, the lower bill decides it; if they are a large share, the actions are what you are buying.

Gorgias's pricing FAQ says it watches your usage and recommends a higher tier when that would cost less than your overage (Gorgias pricing FAQ), and since every ticket the AI closes also counts toward that tier, the better the agent does, the sooner the upgrade suggestion arrives.

Tagging those tickets can also show the same question being answered in three paid tools, a help desk, a returns app and a chat widget. That is a stack question rather than a Tidio or Gorgias question, and it is what the Startup Fixer, a one-week review I sell, is for.

FAQ

Does Gorgias charge for spam?

No. Its pricing FAQ says newsletters, spam and auto-responders are filtered out automatically, so they never become billable tickets (Gorgias pricing FAQ).

Can I move from Gorgias to Tidio?

Tidio publishes a migration guide from Gorgias, and Gorgias says it imports tickets from most major help desks during onboarding (Gorgias pricing FAQ).

Is there a seat limit on either?

Tidio's self-serve plans stop at 10 agents, with custom numbers on Plus (Tidio pricing FAQ). Gorgias prices by tickets rather than agents and says the number of seats depends on the plan (Gorgias pricing FAQ).