Comparison
Suvenna vs Gorgias
Gorgias is a capable incumbent with years of e-commerce support behind it. Suvenna differs in three places: how the bill is calculated, what the AI is allowed to say, and what stands between the AI and your money. Everything below is based on Gorgias's published pricing as of July 2026.
Side by side
Where we differ, where we match
| Capability | Suvenna | Gorgias |
|---|---|---|
| Per-resolution AI fees | None, flat | $0.90-$1.00 + $1.50 overage |
| How an automated resolution bills | One flat price | Ticket + resolution |
| Unlimited seats | On Growth and up | |
| Grounded-or-abstain AI | ||
| Refunds bounded at execution time | ||
| Per-store autonomy toggles, off by default | ||
| Append-only audit log for money actions | Partial | |
| SLA first-response timers | ||
| Saved inbox views | ||
| CSAT surveys | ||
| Storefront chat widget | ||
| Voice, SMS, and social channels | Not yet |
Gorgias column reflects their published pricing and documentation as of July 2026.
Difference 01
The success tax
Gorgias prices automation as a meter. On top of a ticket-capped plan, every AI-resolved conversation costs $0.90 to $1.00, with $1.50 overages beyond your bundle. And a fully automated resolution counts twice: it draws down your ticket allowance and bills as a resolution. The better the AI performs, the faster both meters run.
Suvenna charges a flat monthly price with conversations included and no per-resolution fees, ever. When our AI resolves a conversation on its own, your bill does not move. A helpdesk should not tax you for the exact outcome you bought it for.
Worked example: 3,000 AI resolutions per month
- Gorgias resolution fees, per month
- $2,700 to $3,000
- Over a year, on top of the plan
- $32,400 to $36,000
- Suvenna resolution fees, at any volume
- $0
Difference 02
Grounded, or it abstains
Most AI agents will produce an answer whether or not they have one. Suvenna's agent is built the other way around. It answers from your store's own policies and macros and from the verified customer's real Shopify order. If your policies do not cover the question, it says so and escalates to your team with full context. It never invents a tracking number, a discount, or a policy.
Order lookups are bound to the verified customer's email address, so a shopper can only ever see their own orders. An answer you cannot trace back to your own policy or your own order data is not a resolution, it is a liability.
Difference 03
Guardrails at the execution layer
Anyone can put a rule in a prompt. Suvenna's money guardrails live in the execution engine, where they cannot be skipped. Every refund, cancellation, and return is confirm-gated: the customer explicitly confirms, and risky actions queue for one-click human approval. Refund amounts are bounded by the order's actual refundable amount at the moment of execution, not at the moment of the conversation.
Live actions ship off for every store until you turn them on, and every action lands in an append-only audit log. The confirm-before-money gate is not a setting. It cannot be disabled, by you or by us.
Fair is fair
When Gorgias is the right choice
If your support runs on voice, SMS, Instagram, or Facebook today, Gorgias covers channels Suvenna does not yet. And if your stack depends on a long tail of legacy integrations, Gorgias's marketplace has had years to build out. We would rather you pick the right tool than win a table.
If your support is email and storefront chat on a Shopify store, and you care about what the AI is allowed to say and spend, that is the store we built Suvenna for.
Questions
Suvenna vs Gorgias, answered
Can Suvenna fully replace Gorgias for a Shopify store?
What does no per-resolution fees actually mean?
What if Suvenna's AI does not perform?
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