Gorgias is for merchants.
Convot is for the developers building the apps those merchants install.
This isn't a feature war, it's a completely different audience. Gorgias is purpose-built for e-commerce merchants (DTC brands, online stores) doing customer support to shoppers. Convot is purpose-built for the Shopify app developer teams whose software those merchants depend on. If you build a Shopify app, Gorgias was never made for you.
Free for your first app · No credit card · Built for app developers, not store owners
Different buyers. Different problems. Different tools.
Before comparing features, it helps to understand why the comparison itself is the story.
The merchant running the Shopify store
A DTC brand owner or e-commerce operator who receives orders, returns, and "where's my package?" questions from shoppers. Their support queue is driven by order volume. Their key metric is ticket cost per order. They need Shopify order data (tracking, refunds, tags) pulled into the support thread so agents can act on it without leaving the helpdesk.
The developer who built the app that merchant installed
A Shopify app developer or small SaaS team whose product lives in the Shopify App Store. Their customers are merchants, not shoppers. Their support queue comes from app users hitting bugs, asking how to configure features, or reporting integrations issues. Their key risk is a 1-star app review or a merchant uninstalling, and they need to know the MRR and lifetime value of every merchant they're talking to.
In plain terms: Gorgias solves "how do I help the shopper who bought something from a merchant?" Convot solves "how do I help the merchant who installed my app, and keep them from uninstalling?" These are two completely different Shopify ecosystem roles, and there is no feature comparison that bridges them.
Which one is right for your situation?
Gorgias is the right pick when…
- You operate an e-commerce store on Shopify and receive support tickets from shoppers (not developers)
- Your support agents need to pull order data, issue refunds, and add tags directly from the helpdesk
- Ticket volume is tied to order volume and your metric is cost-per-ticket
- You need deep e-commerce automation: auto-close WISMO tickets, refund macros, order-status bots
Convot is the right pick when…
- You publish a Shopify app and support the developers and merchants who install it
- You need to see the MRR, churn risk, and LTV of the merchant you're replying to
- You want a changelog, roadmap, status page, and scheduling, the full product communication platform
- You want AI that tells you whether support caused a merchant to churn, not just deflect tickets
- You care about App Store reviews and need to catch frustrated merchants before they leave a 1-star
How they compare across app-developer needs
Evaluated through the lens of a Shopify app developer team, the buyer Convot was built for.
| Capability | Convot | Gorgias |
|---|---|---|
| Live chat widget (embeddable in apps) | ✓ | Primarily storefront-focused |
| Shared inbox | ✓ | ✓ |
| Help center / knowledge base | ✓ | ✓ |
| Native mobile app (iOS + Android) | ✓ | ✓ |
| Live translation (25+ languages) | ✓ Included | – |
| Help center on your own domain | ✓ | ✓ |
| Changelog + roadmap for your app | ✓ Built-in | – |
| Status page + uptime monitoring | ✓ Built-in | – |
| Scheduling (in-widget booking) | ✓ Built-in | – |
| Shopify revenue intelligence (MRR / LTV / churn risk) | ✓ Only on Convot | Order data only (shopper-side) |
| AI churn attribution (app developer churn) | ✓ Only on Convot | – |
| Frustration escalation + AI QA grading | ✓ | Basic rule triggers |
| Built for Shopify app developers | ✓ Purpose-built | Built for merchants, not app devs |
| Shopify order / refund / tag actions | – | ✓ Core strength |
| Starting price | Free / Pro $29/agent | $10/month (capped tickets), scales by volume |
✓ = available · Partial = limited or different context · , = not available. Pricing as of June 2026.
What you get that Gorgias was never designed to give you
The revenue behind the merchant
When you're a Shopify app developer, the merchant is your customer, not the shopper. Convot shows you their MRR, plan tier, LTV, and churn risk in the conversation sidebar. Gorgias shows order data from the merchant's store, which tells you nothing about your app relationship.
App Store reviews as the north star
A 1-star Shopify app review drops your ranking and kills new installs. Convot's frustration escalation catches a deteriorating conversation before it turns into that review. Gorgias focuses on order ticket resolution time, the wrong metric for app teams entirely.
A portal built for app communication
As a Shopify app developer you need a changelog to announce releases, a roadmap for merchants to vote on next features, and a status page when things go down. None of that is in Gorgias, it's a support tool for retail, not a product communication platform for developers.
Pricing for developer teams, not retail ops
Gorgias charges per ticket, a model designed for high-volume retail support. Convot charges per agent on a flat monthly basis with a generous free tier. For a lean app team of 2–5 people, that difference is significant at scale.
Built for app developers. Not for the stores they serve.
If you build Shopify apps, you need a tool that understands your side of the ecosystem, with Shopify Partner revenue data, App Store review protection, and a product portal baked in.