Capacity vs Gorgias
Capacity uniquely has 8 features · Gorgias uniquely has 8 features.
| Capacity | Gorgias | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2015 |
| HQ | St. Louis, USA | San Francisco, USA |
| AI model | Combines internally hosted and in-house AI components with external models such as GPT-4; its private model option is based on Llama 3.1 | OpenAI (direct partnership, fine-tuned for ecommerce) |
| User base | 1.5M+ users across 20,000+ organizations | 17,000+ ecommerce brands |
| Platforms | Web, Voice, SMS, Email, Chat | Web, iOS, Android, Chrome Extension |
| Languages | English primary; multilingual support not publicly detailed | Multiple — 30+ languages supported |
| Pricing | ||
| Pricing model | Custom | Usage-based |
| Free plan | No | No |
| Free trial | No | Yes |
| Starting price | — | $10/mo |
| Enterprise | Custom | $900/mo |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | Starter$10/moStarter (with ai agent)$40/moBasic$60/moBasic (with ai agent)$90/moPro$360/moPro (with ai agent)$550/moAdvanced$900/moAdvanced (with ai agent)$1,430/moEnterpriseCustom |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | E-commerce brands scaling customer support |
| Differentiator | Three-tiered plans with usage-based pricing layered on top for AI Agents, Agent Assist, and integrations; Enterprise includes HIPAA package and up to 2TB storage | The only helpdesk natively built into Shopify with a unified AI Agent that handles pre-sale to post-sale conversations, automates 60% of support, and directly drives measurable revenue through upsells and guided shopping. |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Zendesk, Kustomer, Gladly, Intercom, Re:Amaze, Richpanel, Zowie, Siena, Yuma, Ada |
| Features | ||
| AI Agent | — | ✓ |
| AI Agent Builder | ✓ | — |
| Conversation Intelligence & Aqa | ✓ | — |
| Helpdesk | — | ✓ |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat & Inbox | ✓ | — |
| No Credit Card for Trial | — | ✓ |
| Per Ticket Overage Pricing | — | ✓ |
| Real Time Agent Assist | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | — | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | — |
| Key Integrations | Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, NICE, RingCentral, AWS Connect, Workday, Zoom, Google Workspace, SAP, Avaya, Athenahealth, Asana | Shopify, WooCommerce, BigCommerce, Magento, PrestaShop, Klaviyo, Recharge, Yotpo, Instagram, Facebook, WhatsApp, SMS, Voice, OpenAI |
| Salesforce | ✓ | — |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |