ReplyRabbit vs Gorgias AI
Gorgias is a hosted help desk built for ecommerce stores, with AI features included. ReplyRabbit is a module for FreeScout that drafts replies, suggests next actions and, with a store connector, knows what each customer has bought. If you run a store on FreeScout and want AI that understands orders, ReplyRabbit does that without changing help desks. If you want a hosted, ecommerce-specific platform, Gorgias is built for exactly that.
What ecommerce support needs from AI
Most store tickets are variations on a few questions: where's my order, can I return this, does this fit my other purchase, and I want to cancel. A generic AI draft can be polite about all of them and correct about none, because it doesn't know the order.
Both products address that, in different ways. Gorgias connects to store platforms as part of its hosted service. ReplyRabbit reads order and product data through a connector plugin on the Pro plan, so a "where's my order" draft talks about the right purchase, and drafts don't pitch products the customer already owns.
Comparison
| Area | ReplyRabbit | Gorgias AI |
|---|---|---|
| Help desk | FreeScout, self-hosted | Gorgias, hosted |
| Store data | Magento, WooCommerce and Shopify connectors (Pro) | Native store integrations |
| Product and help article grounding | Drafts search your knowledge base, docs and product catalogue by meaning (Pro) | Gorgias's own knowledge features |
| Sales moments | Opportunity Suggestions add your offer at cancellations and pre-sales questions, with terms kept exactly (Pro) | Gorgias's sales features |
| AI provider | Your own key; OpenAI on Free, all providers and local models on Pro | The vendor's AI |
| Sending | Agent sends every reply | Configurable in Gorgias |
| Pricing basis | Flat monthly plan plus provider usage | Gorgias plan, often ticket-based |
Gorgias covers channels and store workflows well beyond email. If your support is mostly chat and social, that matters more than the drafting comparison.
What a store draft looks like with ReplyRabbit
Take a customer who writes "My order still hasn't arrived, it's been two weeks." With a store connector in place, the draft can name the order, reference its actual status, and suggest the next step you'd take. The agent checks the tracking, edits, and sends.
If the same customer says they're cancelling a subscription, Opportunity Suggestions can add a retention offer after the cancellation is acknowledged, using your exact discount and code. Upset customers never get an offer, and the same customer isn't offered twice in 30 days. Details are in Opportunity Suggestions.
Where each one wins
ReplyRabbit wins when you're committed to FreeScout, want to own your data and server, and want to choose the AI model (including a local one). It also wins on predictability: a flat plan plus your own provider bill, with no per-ticket pricing.
Gorgias wins when you want a hosted, ecommerce-first platform that handles chat, social and email in one place, and you'd rather not run FreeScout or a connector plugin.
Neither replaces the other. ReplyRabbit doesn't work with Gorgias, and Gorgias doesn't run inside FreeScout.
Trying it on your store
- Install the ReplyRabbit free build and connect OpenAI to see plain drafts on real tickets.
- For order-aware drafts, upgrade to Pro and install the connector for your platform: Magento, WooCommerce or Shopify.
- Add your company context and return policy in mailbox settings, following How to set up ReplyRabbit, so refund and return drafts match what you actually do.
- Compare a week of drafts against how your agents would have written them, counting edits rather than gut feel.
For provider and privacy questions, see Choosing an AI provider and the FAQ.