Genesis Digitals review for Gorgias: Helpdesk, Chat & FAQ
May 23, 2025
Gorgias offers a lot on paper, but my experience didn’t quite live up to expectations. The setup process was more involved than I anticipated, and despite being billed for the AI Agent with Product Recommendations, the feature wasn’t yet available — I even had to join a waitlist for it. This was especially frustrating since my store is still in development. I canceled early on, but was still charged for the feature, which felt a bit unfair given it hadn’t launched yet. Support was courteous but didn’t really resolve the issue. Gorgias clearly has potential, and I can see it being a great tool once everything is fully in place. But for now, I’d suggest waiting until all features are live and fully accessible before committing.
Hey Genesis Digitals Team, we’re sorry to hear about your experience and appreciate the detailed feedback. To clarify, the AI-powered Shopping Assistant you mentioned is indeed still in beta, with a phased rollout planned for this quarter. However, the AI Agent for Sales - part of our broader AI Agent offering - has been available to merchants who activated it earlier, and the subscription includes capabilities beyond just product recommendations. Regarding billing, the charge reflects access to the full AI Agent suite, not just the Shopping Assistant - it can still help automatically respond to tickets. This is fully accessible even while other components are in beta. For features like product recommendations, you can already create powerful automated paths using Flows. These are customizable Q&A chat journeys that help guide shoppers and can drive conversions even without the Shopping Assistant. We’re always striving to improve our products, communication, and support, and we truly value your input. If you’d like to reconnect with us directly, we reached out to your email directly and would love the opportunity to turn this experience around.
