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Live Chat & Chatbots · head to head

Capacity vs Gorgias

Capacity logo

Capacity

Live Chat & Chatbots

AI-powered customer service automation platform

From
On request
Rated
-
Full reviewWebsite
Gorgias logo

Gorgias

Live Chat & Chatbots

E-commerce helpdesk built for Shopify

From
$10/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Capacity two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone; Gorgias helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee
  • They diverge on capability: Capacity covers AI chatbot, Gorgias covers Omnichannel inbox.

Where they differ

Only the attributes on which Capacity and Gorgias actually diverge.

Attributes where Capacity and Gorgias differ
AttributeCapacityGorgias
Starting priceOn request$10/month
Pricing modelsubscriptionusage-based
PlatformsWeb, Mobile, Chat widgets, APIWeb, Ios, Android
Founded20162015

Identical on both: free tier (No), user rating (Not yet rated), category (Live Chat & Chatbots).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Capacity

  • AI chatbot
  • Knowledge management
  • Multi-channel support
  • Analytics
  • Salesforce
  • Zendesk
  • Slack
  • ServiceNow

Only in Gorgias

  • Omnichannel inbox
  • Order management
  • Macros
  • Automation
  • Revenue tracking
  • Self-service
  • Shopify
  • BigCommerce

Both cover

  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Capacity

  • Knowledge base and helpdesk deflectionnot Gorgias
  • AI agents answering across chat, voice, email and SMSnot Gorgias
  • Real-time assistance for human agents on a callnot Gorgias
  • Automating multi-step support workflowsnot Gorgias
  • Regulated support environments needing the HIPAA packagenot Gorgias

Gorgias

  • E-commerce support teams wanting AI-resolved conversations billed only on successful resolutionsnot Capacity

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Capacity

  • Two-part pricing, an annual platform fee plus usage, so the bill is not knowable from the tier alone
  • AI usage is metered by channel: per response on chat and email, per minute on voice and per message on SMS
  • Agent Assist and conversation intelligence are charged per hour of agent time on top
  • Live chat, agent assist and conversation intelligence require the Pro tier
  • The HIPAA package and advanced workflows are Enterprise only
  • No prices are published for any tier

Gorgias

  • Helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee
  • The AI Agent is billed separately per resolved conversation on every plan rather than included in the flat seat or ticket price

Pricing, plan by plan

Capacity

On request
  • Starter$125/month
    • AI chatbot
    • Up to 50 articles
  • Professional$300/month
    • Unlimited articles
    • Advanced AI
  • Enterprise$undefined/month
    • Full customization
    • Dedicated support

Gorgias

$10/month
  • Starter$10/month
    • 50 tickets/month
    • 3 user seats
    • Email & social
  • Basic$60/month
    • 300 tickets/month
    • Unlimited users
    • Phone support
  • Pro$360/month
    • 2000 tickets/month
    • Advanced automation
    • Revenue statistics
  • Advanced$900/month
    • 5000 tickets/month
    • Dedicated CSM
    • Custom integrations

Which should you pick?

Choose Capacity if

  • You need ai chatbot.
  • You work on Web, Mobile, Chat widgets, API.
  • You also want knowledge management.
Capacity review

Choose Gorgias if

  • You need omnichannel inbox.
  • You work on Web, Ios, Android.
  • You also want order management.
Gorgias review

Questions people ask

Is Capacity or Gorgias better?
Neither clearly leads. Capacity starts at On request and Gorgias at $10/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capacity or Gorgias?
Capacity starts at On request and Gorgias at $10/month.
Does Capacity or Gorgias run on more platforms?
Capacity runs on Web, Mobile, Chat widgets, API. Gorgias runs on Web, Ios, Android.
What is Capacity best used for?
Capacity is most often used for knowledge base and helpdesk deflection, ai agents answering across chat, voice, email and sms, real-time assistance for human agents on a call, automating multi-step support workflows. Of those, knowledge base and helpdesk deflection and ai agents answering across chat, voice, email and sms are not what Gorgias is typically brought in for.
What can Capacity do that Gorgias cannot?
Capacity covers AI chatbot, Knowledge management, Multi-channel support, Analytics. Gorgias covers Omnichannel inbox, Order management, Macros, Automation. Both handle Web support.
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