Gorgias vs Richpanel
A side-by-side comparison of Gorgias and Richpanel on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
2 of the 15 capabilities tracked on both differ, mostly in Channels. Gorgias starts at $77/mo, Richpanel at $99/seat/mo.
| Measure | Gorgias | Richpanel |
|---|---|---|
| Starts at | $77/mo | $99/seat/mo |
| Charged per | The workspace | Each agent seat |
| AI billed at | $0.85 per AI interaction | $0.20 per conversation |
| Included, where the other says no | 0 capabilities | 0 capabilities |
Capability by capability
2 of the 15 capabilities tracked on both products differ.
Channels
| Capability | Gorgias | Richpanel |
|---|---|---|
| Included | Included | |
| Live chat | Included | Included |
| Voice | Paid add-onSeparately billed add-on, per Voice ticket, tiered by volume. Price Unknown. | Via partner"There is no native voice or phone. Richpanel integrates with Aircall, Dialpad, and JustCall. It does not host VoIP." |
| SMS | Paid add-onSeparately billed add-on, per SMS ticket, tiered by volume. Price Unknown. | IncludedTwilio is the named sub-processor for SMS connectivity. |
| Included | IncludedConnectivity runs through 360dialog GmbH, the one sub-processor hosting customer data outside the United States. | |
| Instagram / Facebook | Included | Included |
Ticketing
| Capability | Gorgias | Richpanel |
|---|---|---|
| Shared inbox | Not published | Included |
| SLA policies | Not published | IncludedProduct SLA policies are ungated and count time against configured business hours. Richpanel's own response targets are contractual only on Enterprise. |
| Macros / saved replies | Included | Included |
| Ticket forms | IncludedPublished as "Contact Forms" in the channel list. | Not published |
Routing & automation
| Capability | Gorgias | Richpanel |
|---|---|---|
| Round-robin assignment | Not published | IncludedPublished as "Round Robin & Balanced Assignment". |
| Workflow builder | Not published | IncludedPublished as Workflows: "Design custom workflows using rules and triggers to automate actions like ticket routing, response templates, and customer notifications." |
AI resolution
| Capability | Gorgias | Richpanel |
|---|---|---|
| Autonomous resolution agent | IncludedAI Agent is bundled on every published plan with an allowance of 30, 30, 190 or 530 automated interactions a month. | IncludedMetered on the AI line rather than gated by plan. Not optional either: the helpdesk is never sold without the AI. |
| Action-taking (API calls) | Not published | Included"Order lookups, tracking, address edits, exchanges, store credit, subscription skips, pauses and swaps, cancellations and returns run as real tool calls against Shopify, Recharge, Loop, Skio and the rest of your stack. Each action carries its own permission." |
| Handoff to human | Not published | Included"Missing instructions escalate. Always. Where your policy is silent it hands over, every time." |
| Guardrails & citations | Not published | IncludedFive published layers: pre-ship evals, a second model reviewing drafts that state a dollar amount or touch an order, mandatory escalation on missing instructions, per-tool permissions, and QA review of every closed conversation. |
AI assist
| Capability | Gorgias | Richpanel |
|---|---|---|
| Reply drafting | Not published | IncludedCollaborative mode: "AI drafts, your team approves. Nothing sends without a person." |
Knowledge base
| Capability | Gorgias | Richpanel |
|---|---|---|
| Public help center | IncludedUnlimited Help Centers are a custom-plan inclusion; the per-plan limit below that is Unknown because the compare table marks availability with images. | Not published |
Self-service
| Capability | Gorgias | Richpanel |
|---|---|---|
| Chatbot flows | IncludedPublished as "Flows". Counts as an automated interaction when it resolves an inquiry without a human agent. | Not published |
| Order lookup | IncludedPublished as "Order Management". Counts as an automated interaction when it resolves an inquiry without a human agent. | IncludedThe self-service portal is free on every plan with no per-order fee and no volume tier. |
| Returns / RMA | Not published | Paid add-onSeparately billed from $99 a month, ecommerce brands only, never sold standalone. |
QA & workforce
| Capability | Gorgias | Richpanel |
|---|---|---|
| Automated QA coverage | Not published | Included"The QA Agent reviews closed conversations and reports the knowledge gaps, missing tool calls, and instruction fixes." No per-seat or per-conversation charge of its own, though the conversations it touches still meter. |
Reporting
| Capability | Gorgias | Richpanel |
|---|---|---|
| Raw data export | Not published | No"Analytics-derived data is not subject to portability." Conversation CSV export is unaffected; the reporting layer is what cannot leave. |
| CSAT / NPS | Not published | Included |
Collaboration
| Capability | Gorgias | Richpanel |
|---|---|---|
| Assignment | Not published | Included |
Enterprise
| Capability | Gorgias | Richpanel |
|---|---|---|
| SAML SSO | IncludedSAML SSO is listed as a custom-plan feature. Google and Microsoft 365 SSO are on all plans. | Included"SAML Single Sign-on (SSO) and 2-factor authentication (2FA) supported." No plan gate is stated and Richpanel publishes no plan ladder. |
| Custom roles | IncludedGranular user permissions and documented user roles. Plan gate Unknown. | Included"Permission levels cover app settings, billing, user data, read/send messages." |
| Audit logs | IncludedConfirmed as a custom-plan inclusion. The compare table shows two of the four published plans marked unavailable, but the availability cells are images rather than text, so which two is Unknown. | Not publishedAudit logging is documented as an internal control ("logs shipped to ELK and Cloudwatch; S3 for archival"), not as a log a customer can read or export. |
| Multi-brand | Not published | Included"One inbox for every channel and every brand." |
| HIPAA / BAA | Not publishedThe security page claims HIPAA compliance with a report on request. No Business Associate Agreement is offered or referenced anywhere, so the BAA itself is Unknown. | IncludedThird-party audited by Scrut Automation in December 2025. BAA available on request for customers processing PHI. |
| SOC 2 | IncludedType II. Report on request. No plan gate stated. | IncludedType II, audited annually. Report on request through the DPO. |
| GDPR | IncludedNot plan-gated. CCPA as well. The compare-table row spans all plans. | IncludedDPA covering GDPR, SCCs and the UK IDTA, plus a named DPO and a 15-business-day sub-processor objection window. |
| Data residency | IncludedUnited States, European Union and Australia on Google Cloud Platform. Assigned by region rather than sold as an add-on, and not stated as customer-selectable. | Not publishedHosting is AWS us-west-2 in Oregon and every sub-processor bar the WhatsApp connector sits in the United States. EU-only processing is directed to sales before signing rather than published as an option. |
| Right-to-erasure tooling | Not published | IncludedDeletion runs 60 days to "Up For Deletion" then 15 more to purge, and can be accelerated to within a few hours on request. |
Developer
| Capability | Gorgias | Richpanel |
|---|---|---|
| REST API | Included | Includedv1.1, covering conversations, customers, orders, subscriptions, users, teams, tasks, tags, channels, files and reports, plus a separate Returns API. |
| Webhooks | Not published | IncludedPublished as "Webhooks: HTTP Targets". |
| Published rate limits | Included2 req/s on all four published plans, 4 req/s on the custom plan. | Included50 requests per 30 seconds, uniform. No per-plan tier is published because there are no plans. |
Both entries last checked Sep 9, 2026.
What Gorgias costs
$77/month
4 published plans, billed annually- Billing unit
Helpdesk scales from 50 to 5,000 tickets a month - Free tier
No, 7-day trial - AI pricing
$0.90 per AI interaction - Vendor calls it
automated interaction - Human handoff
Not billed - Reopened chat
Refunded - AI billing window
3d of inactivity - Data export
Self-serve - Automation export
Not offered
What Richpanel costs
$99/seat/month
1 published plan, billed annually- Billing unit
Two line items and no plan ladder - Free tier
No, 14-day trial - AI pricing
$0.20 per conversation - Vendor calls it
AI-handled conversation - Human handoff
Not published - Reopened chat
Refunded - AI billing window
Not published - Data export
Self-serve - Automation export
Not published
3 of 9 not published by Richpanel, checked