Move your team from Gorgias to Kustomer.
Each person gets a short interview, then a personalized step-by-step guide showing exactly where their saved work, prompts, and projects land in Kustomer — and the few things that need a manual step, walked through. You send one invite; nobody becomes the help desk, and nothing in Gorgias is changed or cancelled. Want to see where you’re paying for both first? Run the free audit.
Both platforms deploy AI agents that autonomously resolve common customer requests without human involvement. Moving from Gorgias to Kustomer: export Gorgias AI agent topic/intent categories and note the action integrations it uses (Shopify, Recharge, Loop Returns); in Kustomer, open AI Agent Studio and build equivalent agents for each major intent, connecting the same data sources via Kustomer's integration marketplace. Attach agents to the relevant channels (chat, email, WhatsApp). Moving from Kustomer to Gorgias: document each AI Agent Studio agent's topics, escalation triggers, and connected integrations; recreate intent coverage inside Gorgias AI Agent settings, which comes pre-trained on ecommerce data and uses Shopify/BigCommerce/Loop returns integrations natively. Run both agents in parallel on a test channel for one week before switching live traffic.
- Warning: Gorgias prices AI resolution at $1.00/resolved conversation (annual: $0.90); Kustomer prices customer-facing AI at $0.60/engaged conversation. 'Engaged' vs 'resolved' definitions differ — Gorgias only charges when fully automated, while Kustomer charges for any AI-engaged conversation including escalated ones.
- Warning: Gorgias AI Agent is pre-trained specifically on 1B+ ecommerce conversations and has native Shopify/BigCommerce actions (refunds, subscription edits); Kustomer's AI agents require manual integration setup for ecommerce actions and are not pre-seeded with ecommerce training data.
- Warning: Kustomer Enterprise supports up to 100 AI agents; Ultimate up to 1,000. Gorgias does not publish a cap on AI agent topics, but coverage is bounded by the ecommerce action integrations you have connected.
Both platforms integrate with ecommerce platforms to surface order history, customer data, and product details inside the agent workspace. Moving from Gorgias to Kustomer: identify all active ecommerce integrations in Gorgias (Shopify, BigCommerce, Magento, WooCommerce, Recharge, Loop Returns, Yotpo, Klaviyo) and find equivalent apps in the Kustomer integration marketplace under the eCommerce category; install each from the marketplace and connect with the same API credentials; recreate any data-surface configurations (which order fields display in the conversation view) using Kustomer Custom Objects to model orders and subscriptions. Moving from Kustomer to Gorgias: document existing Kustomer integration connections and custom object schemas; Gorgias provides native Shopify, BigCommerce, Magento, and WooCommerce integrations included on all plans, plus 300+ pre-built integrations including Recharge and Loop Returns.
- Warning: Gorgias's Shopify integration allows agents to take live actions (cancel orders, apply discounts, edit subscriptions) directly from the ticket without leaving Gorgias; Kustomer's ecommerce integrations primarily surface read data — write-back actions depend on the specific integration app and may require additional configuration or a custom Kustomer App.
- Warning: Gorgias is purpose-built for Shopify-first ecommerce brands and includes 300+ pre-built ecommerce integrations; Kustomer's marketplace covers broader categories (voice, CRM, enterprise software) but has fewer ecommerce-specialist connectors, so niche ecommerce tools may need custom API integration.
- Warning: Kustomer API rate limits (1,000 RPM on Enterprise, 2,000 on Ultimate) may throttle high-volume data sync from ecommerce platforms during initial data import; plan bulk imports in off-peak windows.
Both platforms consolidate email, live chat, SMS, WhatsApp, Facebook, and Instagram into a single agent inbox. Moving from Gorgias to Kustomer: reconnect each channel in Kustomer's channel settings (Settings > Channels) using the same credentials/pages/phone numbers; port agent routing assignments by recreating teams and queues in Kustomer that mirror Gorgias teams; verify WhatsApp Business Account connections (Kustomer limits to 3 on Enterprise, 5 on Ultimate). Moving from Kustomer to Gorgias: connect each channel in Gorgias (Settings > Integrations), noting that Gorgias includes TikTok support while Kustomer does not; reconnect SMS and voice as add-ons in Gorgias. In both directions, run the new inbox alongside the old for at least 48 hours to ensure no messages are dropped mid-migration.
- Warning: Gorgias includes TikTok as a supported channel; Kustomer does not currently list TikTok as a supported channel, so teams that use TikTok for support cannot replicate that channel on Kustomer.
- Warning: Voice is an add-on in both platforms but priced differently: Gorgias voice is $0.40–$1.20/ticket; Kustomer voice is $0.02/minute pay-as-you-go. High-volume voice teams should model both pricing structures before switching.
- Warning: Kustomer places per-plan caps on social channel connections (e.g. 25 Facebook Pages on Enterprise); Gorgias does not publish equivalent channel-count limits, so large multi-brand operations may be constrained on Kustomer Enterprise.
Both platforms automate repetitive ticket operations through condition-action rules and saved response templates. Moving from Gorgias to Kustomer: export or document every Gorgias rule (conditions, actions) and every macro (trigger text, response body, attached tags); recreate each rule as a Kustomer Workflow using the no-code rule builder, mapping Gorgias actions (auto-tag, assign, close, reply) to Kustomer equivalents (apply label, route to queue, send message). Recreate macros as Kustomer Snippets or Quick Replies in the agent workspace. Moving from Kustomer to Gorgias: export Kustomer Workflow definitions and Quick Replies; rebuild logic in Gorgias Rules (Settings > Rules), using the same condition categories (channel, tag, first message, etc.) and Gorgias Macros for templated replies.
- Warning: Kustomer Enterprise caps at 100 custom workflows and 100 business rules; Ultimate doubles those to 200 each. Gorgias does not publish a numeric cap on rules or macros, so teams with many rules may hit Kustomer limits when migrating in.
- Warning: Gorgias rules can trigger ecommerce actions (e.g. apply a discount, tag based on Shopify order value) natively; Kustomer workflows require additional integration setup or custom objects to achieve ecommerce-conditional logic.
- Warning: Kustomer SLA policies and smart routing are separate constructs from workflows; Gorgias handles SLA and routing inside the rules engine, so the migration mapping is not one-to-one.
Both platforms provide built-in dashboards for team performance, channel volumes, and agent metrics. Moving from Gorgias to Kustomer: before switching, export Gorgias reporting data (CSV exports from each report view) for your historical baseline; replicate key metrics in Kustomer's standard report library (agent productivity, queue performance, CSAT); use Kustomer's AI-powered Data Explorer to rebuild any custom metric queries that relied on Gorgias's revenue attribution or automation rate reports. Moving from Kustomer to Gorgias: export Data Explorer custom report definitions and CSAT survey results; recreate standard views in Gorgias's performance dashboards; note that Gorgias Advanced/Enterprise plans add revenue attribution reporting (tying support tickets to sales) which has no direct Kustomer equivalent.
- Warning: Gorgias revenue attribution reporting (tying support conversations to direct sales and LTV) is a differentiating feature available on Advanced and Enterprise plans; Kustomer does not offer an equivalent revenue-per-ticket report, so ecommerce teams using this for ROI justification will lose that view on Kustomer.
- Warning: Kustomer's Data Explorer uses plain-language AI queries against custom objects, which requires data to already be in Kustomer Custom Objects; historical data from Gorgias won't be queryable in Data Explorer until imported and mapped to Custom Object schemas.
- Warning: Neither platform documents historical data retention limits clearly; verify before migrating what data can be exported and how far back dashboards retain closed-ticket data.