Tidio vs Gorgias: Choose by Support Workflow

Billing model: count people, tickets and AI separately

Tidio’s human-support meter is a billable conversation: a live chat, ticket, email or social conversation that includes a human agent’s message. A human-initiated conversation also counts. Multiple messages in the same conversation still count as one billable conversation. Replies from Flows and Lyro do not count as human agent replies. Lyro has a separate allowance measured in AI conversations, defined as a customer interaction with at least one Lyro reply. That means you need to estimate both human-replied volume and AI usage rather than treating them as one pool.

Gorgias lists monthly ticket allowances and ticket overages, plus a separate AI Agent charge per automated interaction. Its published ticket tiers include 50, 300, 2,000 and 5,000 tickets per month, with overage rates that vary by tier. Gorgias lists AI charges by plan alongside ticket allowances and overages, so compare the costs against your expected ticket volume and AI interactions. Avoid comparing a Tidio human conversation directly with a Gorgias AI interaction: they are different meters.

momo uses a flat plan fee with an included number of AI conversations each month. There is no per-resolution fee or credit pack. This can make the bill easier to map to an AI conversation allowance, but it does not replace the need to check whether the included volume suits the store. Free includes a one-time allocation, while paid plans provide monthly allocations. Each paid AI conversation can contain up to 25 AI replies; Free allows up to 10.

Who wins: Tidio suits teams that can forecast human replies and Lyro usage separately. Gorgias suits stores willing to model ticket overages alongside AI interactions. A flat fee with included AI conversations may suit teams that prefer to budget by plan allowance. For a broader view of chatbot costs, compare how each billing unit maps to your expected support volume.

Verdict: choose for the work behind the conversation

Choose Tidio when your support is chat-led and you want human conversations, rule-based Flows and Lyro, which uses support content to answer questions. Lyro and Flows do different jobs: Flows follow user-defined rules and scripts, while Lyro uses machine learning to understand questions and draw on support content. Tidio also describes handoff and escalation rules so people can step into conversations. Before committing, check the current quote and confirm the human-replied conversation and Lyro AI quotas that apply to your use.

Choose Gorgias when your support team wants an ecommerce-focused helpdesk and values ticket-based support alongside the AI actions it describes, such as returns and order tracking. Its billing requires a separate look at monthly ticket allowances, overages and AI automated interactions. If your team depends on a specific Shopify action, confirm that the workflow supports the steps your agents need before switching.

Consider momo for a different workflow: answer visitors from your own content, cite the supporting knowledge when confident, and send uncertain questions to a shared human inbox. Knowledge can come from a website crawl, PDFs, Word files, plain text and Q&A pairs. A human reply can be saved as approved knowledge through the Teach step. Teammates can take over any conversation live, and handoff collects the details your business chooses before a conversation reaches a person.

This is not a Shopify order-action replacement: Shopify is in preview. The practical distinction is whether you need order context and actions in a helpdesk ticket, or a content-grounded AI front line that hands unresolved questions to your team. Compare the actual tasks, then compare each tool’s billing unit against the work it will handle. If you are weighing a small-business ticket system, start with the work your team needs it to handle.

Who wins: Tidio fits chat-first support with content-led AI; Gorgias fits Shopify teams whose ticket workflow depends on ecommerce context and actions. momo fits stores that want cited answers from owned knowledge and a human inbox for questions the AI cannot confidently answer.