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Which Platform is Right for Your Business?
Choose TailorTalk if you are losing pre-purchase conversations in DMs — sizing, availability, delivery questions that never become orders. Choose Gorgias if your problem is post-purchase volume: where-is-my-order, returns, refunds, and exchanges against real Shopify data.
These two are more complementary than competitive — Gorgias owns the ticket after the order, TailorTalk owns the conversation before it. TailorTalk runs one agent across WhatsApp, Instagram DM, and Website Chat on a single bill.
Deploy an agent on the pre-purchase conversations that decide whether an order happens at all. Best if you want to:
Run post-purchase support at volume against real order data. Best if you want to:
A realistic breakdown of what both systems excel at to guide your decision.
| Feature | TailorTalk | Gorgias |
|---|---|---|
| Where in the funnel it works | Pre-purchase. Turns browsing questions into orders. | Post-purchase. Resolves tickets after the order exists. |
| Billing model | One meter — total conversations. AI included at every tier. | Ticket plan plus $0.90-$1.00 per AI resolution, and AI resolutions also count as tickets. |
| Primary channel | WhatsApp and Instagram DMs first, website widget included. | Email and website-centric helpdesk; social channels feed the same inbox. |
| Taking payment in-conversation | Sends Stripe, Razorpay, or PayPal links inside the thread. | Not available. Gorgias works against orders that already exist. |
| Cost at 1,600 AI conversations | $112/mo flat. | Roughly $1,440-$1,600 in AI resolutions alone, before the ticket plan. |
| Setup model | Describe the goal in plain English; the agent builds its own logic. | Helpdesk configuration with macros, rules, and AI content curation. |
| Document parsing (OCR) | Vision AI reads customer-sent PDFs, invoices, and images. | Not available. Attachments are stored on the ticket. |
| Shopify order actions | Reads live catalog and inventory; no refund or return actions. | Deepest Shopify integration here — refunds, returns, order edits, and cancellations. |
| Support team workflow | Handoff with full context, but a lighter agent console. | Purpose-built ecommerce ticketing with macros, views, and SLA handling. |
| Support revenue reporting | Conversation and conversion analytics only. | Built-in attribution of revenue generated through support interactions. |
Three differences that decide whether a browsing shopper ever becomes a ticket in the first place.
Gorgias is excellent at what it does: a shopper who already bought asks where the parcel is, and it resolves that against real Shopify data.
But the expensive conversations happen earlier. A shopper DMs asking whether a dress runs small, whether it will arrive before Saturday, and whether there is a discount. Nobody answers for four hours and the sale is gone.
TailorTalk works that window: it checks live stock, answers sizing from your catalog, confirms delivery windows, and issues a payment link before the shopper closes the app.
Gorgias charges $0.90 per AI resolution on annual billing and $1.00 on monthly, with AI overage around $150 per 100 interactions. Crucially, an AI resolution also counts as a helpdesk ticket, so the same conversation is metered twice.
At 1,600 AI-handled conversations a month that is roughly $1,440 to $1,600 in resolutions alone, before the ticket plan itself. One merchant reported over $13,500 annually on Advanced once overages were counted.
TailorTalk charges $112 a month for 1,600 conversations, with the AI included and no per-resolution meter.
Most ecommerce teams should not rip out Gorgias. Its Shopify refund, return, and order-edit actions are the deepest in this comparison, and its ticketing workflow is purpose-built.
The better pattern is to put TailorTalk in front of it. Pre-purchase questions in Instagram and WhatsApp DMs get answered and converted, and only genuine post-purchase issues pass through to the helpdesk with full context attached.
Fewer tickets reach Gorgias, which lowers both the ticket meter and the AI resolution meter at the same time.
Gorgias meters the AI twice — once as a resolution and again as a ticket.
Up to 400 monthly conversations across WhatsApp, Instagram DM, and web chat. Full AI agent, no separate credit meter.
Up to 1,600 monthly conversations. Adds bookings, Google Sheets sync, custom instructions, and email support.
Up to 6,000 monthly conversations. Adds priority support, advanced allotment configuration, and deeper webhook/API syncing.
Unlimited conversations, white-glove setup, dedicated nodes, SLA guarantees, and custom API integrations.
Entry ticketing tier for very low volume. Ticket overages run roughly $0.32-$0.40 each.
Scales by included ticket volume, with macros, rules, and Shopify order actions.
Highest included ticket volume plus advanced reporting and revenue attribution.
$0.90 per resolved conversation on annual billing, $1.00 monthly. AI overage runs about $150 per 100 interactions.
What changes when the AI qualifies instead of answering.
We use TailorTalk to automate our lead qualification funnel, and it has dramatically cut down our team's manual work. Our team spent too much time manually chatting and filtering leads. TailorTalk's AI is extremely fast at learning and qualifying a high volume of leads, allowing our sales team to focus purely on high-intent prospects. The initial setup was very easy, and the TailorTalk team provided training and guided us through setting up the initial knowledge base. In addition, the seamless API integrations with our other software have unified our workflow perfectly.
Laghima G.
Head of Revenue Management, Small-Business
Read more verified feedback on our Customer Reviews page.
Most teams do not replace Gorgias — they put TailorTalk in front of it, so fewer pre-purchase questions ever become tickets.
TailorTalk handles the pre-purchase conversation in DMs and on your site, and passes genuine post-purchase issues through to your existing helpdesk with full context.
TailorTalk uses Meta's official Cloud API, so you can port an existing WhatsApp business number in about ten minutes without downtime.
We wire Shopify, WooCommerce, or Magento plus Stripe or Razorpay so the agent quotes live stock and takes payment in-thread.
How pre-purchase selling differs from post-purchase ticketing, what per-resolution billing costs, and how the two fit together.
Answer sizing, stock and delivery questions in Instagram and WhatsApp DMs, then take the payment — on one conversation meter.