Kanesh vs Gorgias
Gorgias or Kanesh: which fits a brand that sells on WhatsApp?
Gorgias is a mature helpdesk for Shopify with an AI agent that can act on orders. Kanesh starts from WhatsApp: support, sales and campaigns in one conversation, measured in orders. Here's an honest comparison.
Checked on 29 September 2026 ·Sources
The short version
Choose Gorgias if
- You need SMS or a full phone channel today
- You want an AI agent that edits, cancels or refunds Shopify orders
- Most of your support runs on email and chat
Choose Kanesh if
- WhatsApp is where your customers ask and buy
- You want WhatsApp campaigns measured in orders, in the same place as support
- You want a sales pipeline and follow-ups tied to each conversation
- You want a flat fee set by what you sell, with no per-conversation charges
Where Gorgias is strong
What Gorgias does well.
If these matter most to you, Gorgias is a solid choice. Each point links to Gorgias's own pages.
AI that acts on Shopify orders
Gorgias lists 130+ pre-built automated actions for its AI Agent, including order edits, subscription pause and skip, cancellations and refunds.[5]
Broad channel coverage
Email, live chat, Instagram, Facebook, WhatsApp, SMS and phone, all in its helpdesk.[5],[7],[8]
A low entry price
The Starter plan is $10 a month for 50 tickets, billed monthly.[1]
Where Kanesh differs
Built from WhatsApp outwards.
What Kanesh does today, in production. Nothing on this list is a roadmap item.
WhatsApp templates with media
Create WhatsApp templates with an image, video or document header, and send them as campaigns to opted-in audiences.
Campaigns measured in orders
See which Shopify orders came after a campaign click, labelled attributed or estimated, with the method shown.
AI on WhatsApp, checked
The AI answers on WhatsApp from your knowledge and Shopify data, and every reply is checked against your data and rules before it is sent.
Sales in the same thread
A sales pipeline tied to each conversation, and automatic follow-ups when a customer goes quiet.
Coexistence
Keep using the WhatsApp Business app on the same number, where Meta allows it, and bring up to 180 days of history.
Spanish and English
Interface and AI replies in Spanish and English.
Side by side
Short answers, with a source for every Gorgias cell.
- Yes
- Partly
- No
- How it works
Channels
Email, chat, Instagram and Messenger
- Kanesh
- Yes: Shared inbox for WhatsApp, Instagram, Messenger, email and web chat
- Gorgias
- Yes: Instagram, email, live chat, WhatsApp, Facebook[5]
SMS
- Kanesh
- No: Not available
- Gorgias
- Yes: SMS support in the helpdesk[8]
Phone
- Kanesh
- Partly: Phone switchboard with recordings and transcripts, by market; no AI voice agent
- Gorgias
- Yes: Phone support from the helpdesk[7]
Templates with image, video or document header
- Kanesh
- Yes: Supported
- Gorgias
- No: Unsupported for sending from Gorgias; only Marketing templates can be sent[4]
AI agent on WhatsApp
- Kanesh
- Yes: Live, with order status after verifying the customer
- Gorgias
- Partly: Open beta; changes that need a one-time password go to your team[3]
WhatsApp (Meta) fees
- Kanesh
- How it works: Passed through from a prepaid balance, shown separately
- Gorgias
- How it works: Meta bills Gorgias; WhatsApp tickets are billed to you as helpdesk tickets[6]
AI and orders
Answers with Shopify order data
- Kanesh
- Yes: Order status, tracking, returns and refunds, after verifying the customer
- Gorgias
- Yes: Returns, exchanges and refund eligibility using store policy[5]
AI changes Shopify orders
- Kanesh
- Partly: The AI reads order facts; changes go to your team
- Gorgias
- Yes: Order edits, cancellations and refunds among 130+ actions[5]
Hands off to a person
- Kanesh
- Yes: With the reason and the context
- Gorgias
- Yes: Hands conversations it can't complete to your team[3]
Billing
Billing unit
- Kanesh
- How it works: A flat monthly fee by your online sales band, with the AI included
- Gorgias
- How it works: Helpdesk tickets, plus AI Agent automated interactions[1]
What an AI-resolved conversation costs
- Kanesh
- Yes: Nothing extra: no per-conversation charges
Pricing model
Paying per ticket, or by what you sell.
Gorgias bills tickets and AI interactions, and one conversation can become several units. Kanesh charges a flat fee set by your online sales.
Gorgias
- Helpdesk plans are sized by billable tickets: Starter $10 (50 tickets), Basic $60 or $50 annual (300), Pro $360 or $300 (2,000), Advanced $900 or $750 (5,000).[1]
- AI Agent costs $0.90 per automated interaction on annual plans, $1.00 on monthly, and $1.50 above the plan's allowance.[1]
- Gorgias's pricing page states: "Each automated interaction also counts as one helpdesk ticket." If an agent replies within 72 hours of an AI resolution, it's charged as a ticket only.[1]
- If the AI hands a conversation to a person, Gorgias says you're not charged for both.[2]
Kanesh
- A flat monthly fee set by your store's online sales: from €279 (Starter, up to €85k a month) to €2,990 (Pro, up to €850k), and Enterprise from €4,900, billed annually, taxes excluded
- In the Americas, billed in USD with the same thresholds in dollars: from $329 to $3,490, and Enterprise from $5,690
- No per-conversation charges: conversations are counted only for fair use
- Every plan includes every feature and the AI; plans differ only by size
- Meta's WhatsApp fees are paid separately, from a prepaid balance
Switching
What moving from Gorgias involves.
Your WhatsApp number
With Coexistence, where Meta allows it, you keep the WhatsApp Business app on the same number and bring up to 180 days of history.
Knowledge and saved replies
We load your policies, FAQs and saved replies with you during guided onboarding.
Shopify
Kanesh connects natively to Shopify: orders, products, customers, fulfilments and returns.
Past tickets
Tell us which history you need to keep. What moves, if anything, is agreed in your onboarding scope.
Questions about Kanesh and Gorgias
Is Kanesh a Gorgias alternative?
How does Gorgias bill its AI Agent?
Can Kanesh's AI cancel or refund an order?
Does Kanesh have SMS?
How recent is this comparison?
Sources
Gorgias's public pages and help center, checked on 29 September 2026.
- [1]Gorgias, Pricing. https://www.gorgias.com/pricing
- [2]Gorgias blog, AI Agent pricing (updated 28 May 2026). https://www.gorgias.com/blog/ai-agent-pricing
- [3]Gorgias Help Center, Enable AI Agent on WhatsApp (Beta). https://docs.gorgias.com/en-US/enable-ai-agent-on-whatsapp-8087873
- [4]Gorgias Help Center, WhatsApp message templates. https://docs.gorgias.com/en-US/whatsapp-message-templates-281573
- [5]Gorgias, AI Agent. https://www.gorgias.com/ai-agent
- [6]Gorgias Help Center, WhatsApp FAQs. https://docs.gorgias.com/en-US/whatsapp-faqs-281578
- [7]Gorgias, Voice. https://www.gorgias.com/products/voice
- [8]Gorgias, SMS. https://www.gorgias.com/product/sms
Kanesh is not affiliated with Gorgias. Gorgias is a trademark of its owner. This page compares public information that may change after the date above. If something is out of date, tell us and we'll correct it.
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