Fin vs Gorgias: Detailed Comparison [2026]

Executive summary

• Fin and Gorgias both support automation in customer service, but they are built for different operating models.
• Gorgias is an ecommerce-focused helpdesk designed primarily for Shopify merchants. It is optimized for fast setup, familiar ticket workflows, and deep ecommerce integrations that support common retail use cases such as order status, returns, and delivery inquiries.
• Fin is a complete, fully configurable AI Agent System designed to resolve customer issues end to end. Fin can be used as part of Intercom’s Customer Service Suite or deployed on top of existing helpdesks through native integrations, allowing teams to add AI resolution without migrating their support stack.
• These differences affect how teams define success, measure performance, and manage cost and complexity as support operations scale.

What is Fin?

Fin is Intercom’s AI Agent for customer service. It is designed to fully resolve customer issues across chat, email, messaging, social, and voice. Fin does not only answer questions. It can take action, follow multi-step workflows, and hand off to human agents with full context when needed.

Fin can be deployed in multiple ways:

• As part of Intercom’s Customer Service Suite, which includes inbox, live chat, help center, automation, proactive messaging, and reporting
• As Fin for platforms, where Fin integrates natively with existing helpdesks such as Zendesk or Salesforce Service Cloud
• Via Fin over API, which enables teams to embed Fin into custom channels under managed availability

Fin is priced at $0.99 per resolved conversation. When used with an existing helpdesk, Fin for platforms typically includes a base subscription with bundled resolutions and usage-based pricing for additional resolutions, with controls available to manage spend.

G2 Rating — 4.5 out of 5 stars on G2 based on 3,720 user reviews.

What is Gorgias?

Gorgias is a customer service platform built for ecommerce merchants. It provides a unified inbox for email, chat, social channels, and ecommerce workflows, with deep native integrations into platforms such as Shopify and BigCommerce.

Gorgias is commonly selected for its ease of use, ecommerce-specific features, and fast onboarding for retail teams. In competitive evaluations, customer feedback often highlights strengths in Shopify alignment alongside limitations in AI depth, reporting flexibility, and pricing predictability as operations grow.

G2 Rating — 4.6 out of 5 stars on G2 based on 539 user reviews.

Platform scope and architecture

The core difference

The primary difference between Fin and Gorgias is scope:

• Gorgias is an ecommerce-first helpdesk optimized for retail workflows within a Shopify-centric environment.
• Fin is a complete AI Agent System designed to unify AI resolution, human workflows, automation, and performance optimization across channels and helpdesk environments.

This distinction influences how teams scale automation, manage operational complexity, and evaluate long-term flexibility.

Feature comparison

AI and automation capabilities

Train, Test, Deploy, Analyze loop

In practice, Gorgias performs well for standard ecommerce automation. Fin is designed for scenarios where higher control, more complex workflows, and continuous improvement are required.

Knowledge and data sources

Channels supported

Fin uses the same AI Agent across channels, including voice, while Gorgias has historically focused on chat and email and continues to expand channel coverage.

Reporting and analytics

Teams evaluating AI performance often differentiate between automation activity and confirmed resolution, particularly as AI becomes a core part of support operations.

Performance framing: automation vs resolution

Gorgias commonly reports automation and deflection metrics, particularly for repetitive ecommerce inquiries.

Fin is optimized around resolution rate. Across customers, Fin’s average resolution rate is approximately 65%, with higher outcomes achievable in optimized environments depending on workflow design and use case complexity.

Resolution rate focuses on whether the customer’s issue was actually resolved, which often correlates more directly with customer satisfaction, repeat contact reduction, and cost per resolution.

Ecommerce considerations

Gorgias is designed for ecommerce teams running primarily on Shopify, with workflows and tooling oriented around common retail support scenarios. It emphasizes direct access to order data and predefined commerce actions, making it a practical option for teams with a focused, platform-centric support model.

Fin supports ecommerce as a first-class use case within a broader AI-driven support system. It applies automated resolution, workflow execution, and cross-channel consistency to retail inquiries, making it effective for teams managing multiple brands, channels, or a mix of ecommerce and non-ecommerce support.

Integrations and ecosystem

Gorgias is strongest within the ecommerce ecosystem, with integrations tailored to retail operations.

Intercom supports a broader set of integrations across CRM, payments, analytics, issue tracking, and internal tools. Fin can use these integrations to retrieve data and take action as part of resolving customer issues.

Pricing and commercial model

Gorgias

Gorgias pricing is primarily based on ticket volume, with automation capabilities tied to plan tiers and usage. This can be cost-effective for smaller teams but may become less predictable during volume spikes or seasonal peaks.

Fin

Fin is priced per resolved conversation. When used with an existing helpdesk, Fin for platforms includes a base subscription with bundled resolutions and usage-based pricing for additional resolutions. Usage limits and alerts are available to help teams manage spen

When Gorgias may be a fit

Gorgias is often a good fit when:

• The business is Shopify-first and ecommerce-focused
• Speed of setup and familiarity are top priorities
• Automation needs are limited to standard retail workflows

When Fin may be a fit

Fin is often a better fit when:

• Resolution rate and cost per resolution are key metrics
• Support workflows involve complex or multi-step actions
• Teams want unified visibility across AI and human performance
• AI needs to operate consistently across channels and helpdesk environments

Bottom line

Gorgias is an ecommerce-first help desk optimized for Shopify-centric support teams. Fin is a complete, fully configurable AI Agent System designed to resolve customer issues end to end and operate alongside human support across channels and platforms.

The right choice depends on whether the organization is primarily optimizing for ecommerce ticket handling or for resolution outcomes, operational control, and long-term scalability

Try Fin with your existing support stack

Start a Fin trial or see a demo to evaluate resolution rate, workflow automation, and cost per resolution in a real support environment.