Gorgias vs Tidio vs Fyncall comes down to what fills your inbox. Gorgias is a ticket-priced helpdesk with phone, SMS and broad order editing for agents. Tidio is a chat tool with Lyro AI, priced by conversations, with a free plan. Fyncall is a flat-priced AI helpdesk for small Shopify teams working across WhatsApp, Instagram, email and web chat.
This page is for Shopify store owners and support leads choosing between the three, including anyone who searched for Gorgias vs Tidio and wants a third option. Fyncall wrote this comparison, so weigh it accordingly. Claims about Gorgias and Tidio link to their own pages and were checked on 8 November 2026. Plans change often, so confirm prices on each vendor’s site before you decide.
Gorgias vs Tidio vs Fyncall: which fits your store?
The right tool depends on your channels and workload, not on store revenue:
- Phone, SMS or TikTok Shop matter to you: Gorgias. Tidio does not list them on the pages we checked, and Fyncall offers none of them.
- Most questions arrive through the web chat widget and budget is tight: Tidio. Its Free plan includes 10 seats and 50 billable conversations a month.
- Questions come through WhatsApp, Instagram and email as well as chat, and you want one predictable monthly price: Fyncall.
If you are only weighing two of these, our two-way pages go further: Fyncall vs Gorgias and Fyncall as a Tidio alternative.
How do Gorgias, Tidio and Fyncall compare at a glance?
Gorgias bills per ticket, Tidio per conversation plus Lyro AI conversations, and Fyncall charges a flat plan with an allowance of AI replies.
| Gorgias | Tidio | Fyncall | |
|---|---|---|---|
| Pricing unit | Tickets, plus a fee per automated AI interaction | Billable conversations, plus Lyro AI conversations | Flat plan with included AI messages |
| Free plan | No (pricing) | Yes, 50 billable conversations (pricing) | Yes, 25 AI messages, 2 team members |
| Entry paid plan | Starter $10 a month for 50 tickets | Starter $29 a month for 100 conversations | Pro $34 a month, 500 AI messages |
| Seats | Billed by tickets | 10 on Free, Starter and Growth | 2 on Free, unlimited on Pro |
| Agent order actions | Create, duplicate, edit, refund, cancel (Shopify page) | Cancel, refund, change address (Shopify page); native actions from Growth | Send products, build an order with a discount code, send a checkout link |
| AI order actions | Not covered in the pages we checked | Lyro reviews order statuses (Shopify page) | Address change and cancelling an unshipped order after the customer confirms; refund eligibility check |
| Phone and SMS | Add-ons | Not listed | No |
How does each one charge?
Each tool counts a different unit, and that unit decides how your bill grows as volume and AI use rise.
Gorgias pricing
Gorgias pricing is sized by tickets: Starter $10 a month for 50 tickets (monthly billing only), Basic $60 ($50 billed yearly) for 300, Pro $360 ($300 yearly) for 2,000 and Advanced $900 ($750 yearly) for 5,000. Extra tickets cost $0.40 on Starter and Basic and $0.36 on Pro and Advanced. AI Agent includes 30, 30, 190 or 530 automated interactions on those four plans, then costs $0.90 per interaction on annual contracts or $1.00 on monthly ones. There is no free plan.
The detail that matters: Gorgias says a ticket becomes billable once at least one message is sent from the helpdesk, including a reply from AI Agent. When AI Agent resolves a ticket with no person involved, an automation fee is added on top. So a conversation the AI fully resolves costs a ticket and a fee. The plan cards also list $1.50 per interaction as an overage rate, which does not match the $0.90 to $1.00 rate elsewhere on the page.
Tidio Lyro pricing
Tidio pricing starts with a Free plan for 50 billable conversations, then Starter at $29 a month ($24.17 billed annually) for 100, and Growth from $59 ($49.17 annually) for 250 or more. Lyro, Tidio’s AI agent, is priced separately: from $39 a month for 50 Lyro conversations, or $32.50 a month billed yearly, and every account gets its first 50 Lyro conversations free, once.
Tidio counts a Lyro conversation as one once Lyro has replied, however many replies follow. Native Shopify actions are listed on Growth and above, not on Free or Starter.
Fyncall pricing
Fyncall pricing has two plans. Free is $0 with 25 AI messages a month and up to 2 team members. Pro is $34 a month, or $370 a year, with 500 AI messages and unlimited team members. An AI message is one reply the AI sends to a customer; human replies never count. AI message packs start at $5 for 100.
What does a monthly bill look like at three volumes?
At small-store volumes, the worked bills below run from $34 to $64 on Fyncall, $50 to $450 on Gorgias, and roughly $99 to $549 on Tidio.
Assumptions: monthly billing, 2 people on the team, half of all conversations resolved by AI. The AI sends 3 replies in a conversation it resolves and 1 reply in a conversation it hands to a person. Tidio’s plan covers the conversations a person answers; Lyro covers every conversation the AI replies in.
Formulas:
- Gorgias: cheapest plan plus extra tickets for every conversation, plus $1.00 per AI-resolved conversation above the 30 AI interactions included on Starter and Basic.
- Tidio: Starter or Growth for the conversations people answer, plus Lyro at about $0.70 per AI conversation. Tidio’s pricing page shows only the starting Lyro price, so this per-conversation rate is the estimate our price comparison uses.
- Fyncall: Pro at $34, plus the cheapest AI message packs for replies above 500.
| Conversations a month | Gorgias | Tidio (estimate) | Fyncall |
|---|---|---|---|
| 100 | $50: Starter $10 + 50 extra tickets × $0.40 + 20 × $1.00 (50 AI resolutions, 30 included) | $99: Starter $29 + 100 × $0.70 | $34: 200 AI replies, within Pro |
| 300 | $180: Basic $60 + 120 × $1.00 (150 AI resolutions, 30 included) | $269: Growth $59 + 300 × $0.70 | $39: 600 AI replies, Pro + one 100 pack |
| 600 | $450: Basic $60 + 300 extra × $0.40 + 270 × $1.00 (300 AI resolutions, 30 included) | $549: Growth $129 + 600 × $0.70 | $64: 1,200 AI replies, Pro + 500 pack + two 100 packs |
Two caveats on Tidio. At 100 conversations, Starter does not include native Shopify actions, so a store that needs them would pay for Growth. At 600 conversations, 300 are answered by people, and Tidio’s page does not price Growth tiers above 250, so we used $129, the figure our price comparison uses for up to 600.
A Gorgias bill can be higher than its column if the $1.50 overage rate on its plan cards applies. To rerun this with your own numbers, our Shopify helpdesk comparison explains the method at higher volumes.
Which can act on a Shopify order?
All three show Shopify orders next to the conversation, but they split order work between people and AI differently.
Gorgias gives agents the widest set of manual actions. Its Shopify page says agents can create, duplicate, edit, refund and cancel orders without leaving the helpdesk. If your team edits orders by hand all day, that is a real point for Gorgias.
Tidio says agents can cancel orders, offer refunds and change shipping addresses from the dashboard, and that Lyro can review order statuses. Its pricing page lists native Shopify actions from Growth.
Fyncall puts more of the routine order work with the AI, under strict limits. The AI looks up orders by order number, email or phone, gives tracking links and delivery estimates (our guide to Shopify order status automation covers these replies), updates a shipping address, and cancels an order that has not shipped. It changes an order only after the customer confirms. For refunds, the AI checks eligibility and refund status; issuing the refund stays with your team. Agents can send products, build an order with a discount code and send a checkout link (commerce actions docs). Each AI tool can be switched off, on every plan including Free.
Which channels does each cover?
All three cover email and web chat. They differ on phone, SMS, Messenger, TikTok Shop and how WhatsApp is billed.
| Channel | Gorgias | Tidio | Fyncall |
|---|---|---|---|
| Yes, all Helpdesk plans | Yes, all plans | Yes, via Meta Cloud API or Twilio | |
| Yes | Yes, all plans | DMs, comments, story replies | |
| Messenger | Yes | Yes, all plans | No |
| Voice and SMS | Add-ons | Not listed | No |
| TikTok Shop | Listed | Not listed | No |
WhatsApp fees work differently on each. Gorgias says you will never see a bill from Meta, because WhatsApp tickets are billed as helpdesk tickets. In Fyncall, Meta or Twilio bills message fees directly. Our guide to WhatsApp helpdesk costs on Shopify breaks those fees down, and managing WhatsApp, Instagram and email from Shopify covers what Meta requires.
How does the AI differ?
Gorgias AI Agent can be enabled on Instagram DMs, Messenger and WhatsApp, and Gorgias says the same skills and knowledge shape its replies on chat, email and SMS. Each automated interaction carries a fee.
Tidio Lyro handles conversations from any channel integrated with Tidio and is billed once per conversation, however many replies it sends. That suits long back-and-forth chats.
Fyncall creates one named AI agent for each channel you connect, each with its own personality, knowledge and rules. You choose Auto-Reply, Draft & Review or Off, globally or per channel, and can test the agent in a sandbox before it talks to customers. Guardrails let you block topics and set rules such as “Never offer more than 10% discount”. AI Escalation hands a conversation to a person when the customer asks, gets frustrated, the AI fails repeatedly or a sensitive topic comes up, and VIP customers can be prioritised. The team gets the conversation with a summary, and the AI keeps helping the customer while they wait; on Pro, AI Copilot also drafts replies and looks up orders for the agent. Our guide to Shopify AI agent handoff covers these triggers in depth. Guardrails, handover settings and Draft & Review are all on the Free plan. The AI replies in the customer’s language.
Which should you choose?
- Choose Gorgias if you take phone calls or SMS, sell on TikTok Shop, or your agents spend their day editing, duplicating and refunding orders by hand.
- Choose Tidio if web chat is your main channel, a team of up to 10 can share seats, and you want a free or low-cost start. Tidio also lists Messenger on every plan, including Free.
- Choose Fyncall if WhatsApp and Instagram are core channels, your team is one to ten people, and you want AI to handle order lookups, address changes and cancellations with a predictable bill. Fyncall works with Shopify stores only and has no phone, SMS, Messenger or agent mobile app.
For a wider shortlist with more tools, see our best Shopify helpdesk app guide. To see what Fyncall includes on each plan, go to pricing.
Common questions
Is Tidio cheaper than Gorgias?
At low volume with little AI use, usually yes: Tidio has a Free plan and Starter at $29 a month, while Gorgias has no free plan. Once Lyro or AI Agent handles many conversations, both bills rise with volume, so run your own numbers.
Does Gorgias charge for conversations the AI resolves?
Yes. Gorgias counts a ticket as billable once AI Agent replies, and adds an automation fee when the AI resolves it without a person. Its billing article explains both.
Do Gorgias and Tidio support WhatsApp?
Yes. Gorgias offers WhatsApp on all Helpdesk plans and bills those conversations as tickets. Tidio lists WhatsApp on all plans, including Free. Fyncall connects WhatsApp through Meta Cloud API or Twilio.
Can Fyncall issue refunds?
No. Fyncall’s AI checks refund eligibility and refund status, and your team issues the refund in Shopify. The AI can change a shipping address or cancel an unshipped order, but only after the customer confirms.
Do any of the three charge per seat?
None of them charges per seat. Gorgias says its helpdesk is never priced per agent, though plans differ in what they include. Tidio allows up to 10 seats on Free, Starter and Growth (pricing). Fyncall Free has up to 2 team members and Pro has unlimited team members with no per-seat fee.
