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SoftReply vs Gorgias, honestly.

Best for Shopify and ecommerce brands that want support tightly tied to orders, revenue, and storefront data.

SoftReplyGorgias
AI reply workflowDrafts every reply; a named human approves every send, in every mailbox, on every plan.AI Agent auto-resolves ecommerce queries; not centered on a named human approving each draft.
PhoneAI receptionist answers, fills a call form, files recording + transcript as a ticket. In testing.Gorgias Voice is answered by a human agent; AI voice answering comes from a partner app (Consio), not from Gorgias itself.
Audit trailApprover name on every send; source fact number and confidence on every AI-drafted send.Standard ticket history and activity log.
Data residencyEU by default; bring your own AWS SES for outbound email.Google Cloud, with EU transfers covered by SCCs; Gorgias publishes no EU-residency guarantee in its security docs or DPA. No bring-your-own infrastructure.
CRM + sequencesBuilt in on Team — not a separate product. Sequences are in testing.Order and customer context via Shopify; no standalone CRM or native email sequences.
Every row is checked against the vendor's own public product docs, last on 22 July 2026; no pricing rows, since those move too often. These products ship fast — if a row has gone out of date, tell us and we will correct it.

Choose Gorgias if…

Pick Gorgias if you run a Shopify or BigCommerce store and want agents to see and act on orders, refunds, and subscriptions inside every ticket. It's purpose-built for revenue-driving ecommerce support rather than general B2B service.

→Moving from Gorgias? Gorgias exports tickets and customers through its API and by CSV, and your contacts come into SoftReply by CSV today. We do not read Gorgias directly yet, so the conversations themselves are a conversation to have with us first.
See the inbox, with a person approving every answer.
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