Gorgias excels at Shopify support with deep native integration and sales features. Hay offers consistent depth across all e-commerce platforms. The right choice depends on your platform mix and feature priorities.
Hay vs Gorgias comes down to platform flexibility. Gorgias is deeply integrated with Shopify but other platforms are more limited, with per-ticket and per-automation fees. Hay provides consistent automation depth across all platforms with resolution-based pricing.
Understanding Gorgias's combined pricing model vs Hay's resolution-based approach
Gorgias uses a combined model: base ticket fees plus per-automation charges. This means AI-handled tickets incur both fees. The model reflects their full-platform approach including sales features.
Resolution-based pricing: one fee structure. AI resolutions are included in your plan with overage rates for additional volume.
Gorgias Cost
$900/month+
$360 base + ~$540 for AI automations + overage fees
Hay Cost
$135/month
All 1,500 AI resolutions included in Starter plan
Save $765/month (85% less) with Hay
Gorgias
Gorgias was built for Shopify and excels there. Their AI Agent can process refunds, check orders, and manage subscriptions with native depth. Other platforms (WooCommerce, BigCommerce) have more limited integrations - a reasonable trade-off for their Shopify focus.
Hay
Platform-agnostic by design. We integrate via APIs, which means full read/write capability wherever APIs exist. Your WooCommerce store gets the same automation depth as Shopify.
Shopify-only brands benefit from Gorgias's focused integration. Multi-platform brands benefit from Hay's consistent depth everywhere.
Gorgias
Gorgias uses a combined model with per-ticket base fees plus per-automation charges for AI. This reflects their full-platform approach that includes sales features and revenue attribution - capabilities that add value for certain use cases.
Hay
Resolution-based pricing. AI resolutions are included in your plan with overage rates for additional volume. One fee structure regardless of whether tickets are human or AI-handled.
Teams primarily focused on support automation often prefer Hay's simpler model. Teams valuing Gorgias's sales features may find the combined pricing worthwhile.
Gorgias
Gorgias has expanded into pre-sales with their 'Shopping Assistant' - AI that helps customers buy, not just support. Revenue attribution shows which conversations drive sales. It's becoming a sales tool as much as support.
Hay
Pure support automation. We don't do pre-sales AI or revenue attribution. If you want AI that handles post-purchase support (order tracking, refunds, returns, issues), Hay is laser-focused. If you want sales-driving chat, that's not our lane.
Gorgias is broader (support + sales), Hay is deeper (support automation done right).
Gorgias
Gorgias IS the helpdesk. You can't use Gorgias AI with Zendesk or Help Scout. If you have teams on different helpdesks, you're managing multiple systems. It's a platform replacement, not an addition.
Hay
Hay integrates with existing helpdesks. Add AI to your Zendesk, Help Scout, or Intercom without migration. Use Hay standalone for smaller teams. We complement, not replace.
Multi-brand companies with different helpdesks per brand can use one Hay account across all of them.
Gorgias
Gorgias Macros, Rules, and the AI Agent each have their own configuration systems. Getting them to work together requires understanding how triggers, conditions, and automations interact. It's powerful but has a learning curve.
Hay
Plain English playbooks. Write what you want to happen in natural language with @-mentions for actions. No separate systems for rules vs AI vs macros. One configuration paradigm.
Moving from Gorgias to Hay makes the most sense for multi-platform brands or teams frustrated with the pricing model. Pure Shopify stores happy with Gorgias might find less reason to switch.
Unlike Gorgias, Hay gives full capability to all platforms. Connect Shopify AND WooCommerce AND BigCommerce with the same depth.
Transfer your help center content, macros, and response templates. Hay learns from your existing material.
Convert Gorgias Rules and Macros into Hay's plain English playbooks. The logic translates directly.
If you're keeping Zendesk or moving to one, connect it. Or use Hay's native ticketing for simpler needs.
Test that your WooCommerce/BigCommerce automation matches your Shopify automation. With Hay, they should be identical.
Timeframe: Shopify-only stores can migrate in days. Multi-platform stores may take 1-2 weeks to configure and test all integrations.
If you're 100% Shopify and value sales features like revenue attribution and the Shopping Assistant, Gorgias is an excellent choice. The deep Shopify integration and sales capabilities are genuine strengths. Teams focused purely on support automation with simpler pricing may still prefer Hay.
No. We don't track which conversations led to sales. If that metric is important to your team, Gorgias has a genuine advantage there. Hay focuses purely on support efficiency metrics (resolution time, deflection rate, CSAT).
Hay doesn't do pre-sales AI. If you want AI that helps customers browse, recommends products, or applies discounts to close sales, Gorgias offers that and we don't. Our focus is post-purchase support.
At higher volumes, the difference becomes significant. For example, if 50% of 4,000 monthly tickets are AI-handled, Gorgias charges for tickets plus automations, while Hay charges only for resolutions. The trade-off is access to Gorgias's sales features and revenue attribution.
For support automation, yes - Hay can do everything Gorgias AI does with Shopify (order lookup, refunds, cancellations, etc.). Where Gorgias excels is the sales features built specifically for Shopify stores.
Gorgias is the right choice for Shopify-first brands who value sales AI, revenue attribution, and the Shopping Assistant. The deep Shopify integration and sales features justify the pricing model for many e-commerce teams.
Hay is for support teams who need consistent automation across multiple platforms and prefer resolution-based pricing. If you sell on WooCommerce, BigCommerce, or multiple platforms and want equal capability everywhere, Hay's platform-agnostic approach is a better fit.
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