In this guide · 8 sections
- 01Shopify AI chatbot options at a glance
- 02Shopify Inbox agent: the free starting point
- 03Tidio, Gorgias and Intercom: what you pay for
- 04Per-resolution vs per-seat pricing: a worked example
- 05Order lookup, returns and handoff: what to test
- 06What store data each chatbot app can see
- 07Do it yourself or get help?
- 08Frequently asked questions
Short answer
Start with the free Shopify Inbox agent if you mainly need product and policy answers. Add Tidio with Lyro for a low-cost chat and AI combination, or Gorgias if email and social support volume is high. Intercom Fin suits teams that want strong AI and pay per seat plus US$0.99 per resolution.
Shopify AI chatbot options at a glance
All four can answer product and policy questions from your store content. They differ in how they handle orders, how they hand over to people, and how they charge.
| App | Price model (Oct 2026) | Order lookup | Best for |
|---|---|---|---|
| Shopify Inbox agent | Free app | Customer signs in to review an order; 'Track my order' instant answer uses order number and email | Small stores starting out |
| Tidio with Lyro | Free plan; Starter US$24.17/mo annual; Lyro from US$32.50/mo for 50 AI conversations | Lyro Smart Action checks Shopify orders after verifying email, order ID and postcode | Small to mid stores wanting chat plus AI cheaply |
| Gorgias AI Agent | Helpdesk priced by tickets; AI US$0.90 per resolved interaction (US$1 on Starter) | Helpdesk aimed at Shopify brands, per Gorgias | Stores with high email, chat and social volume |
| Intercom Fin | US$29/seat/mo annual + US$0.99 per outcome | Through Shopify integration and configured actions | Teams wanting advanced AI and workflows |
For a wider comparison of the chat tools themselves, see our Tidio vs Crisp vs Intercom guide.
Shopify Inbox agent: the free starting point
The Shopify Inbox app is listed as free and describes itself as an AI sales associate for your storefront. Shopify's Inbox agent help page says the agent answers using your product catalogue, store policies, Knowledge Base facts and files, and published content such as sizing and care guides.
- Opt-in: existing Inbox conversations stay with staff until you switch the agent on.
- Order safety: order lookup always requires the customer to sign in; the separate 'Track my order' answer uses an order number and email.
- Handoff: when the agent reaches a limit it hands the conversation to staff, or gives the customer your store email if no one is available.
- Staff help: AI-suggested replies help staff answer faster in the Inbox.
The catch is control. You shape the agent through store content and a persona, not detailed workflows, and it lives only in Shopify's chat. If you also answer email, Instagram and WhatsApp, you will want a helpdesk that brings them together.
Tidio, Gorgias and Intercom: what you pay for
Tidio + Lyro
From US$24.17/mo + Lyro from US$32.50/mo
- Live chat, ticketing and AI in one tool
- Lyro checks Shopify order status after verifying the customer
- Priced by billable and AI conversations
- Simple for small teams
Best for: Stores under a few hundred chats a month.
Gorgias
Ticket-based + US$0.90 per AI resolution
- Helpdesk aimed at Shopify and e-commerce brands
- Never priced per agent, according to Gorgias
- AI handoffs become normal tickets, not double-charged
- Email, chat and social in one inbox
Best for: Growing stores with several support channels.
Intercom Fin
US$29/seat/mo + US$0.99 per outcome
- Strong AI agent and workflow builder
- Charged at most once per conversation
- Costs rise with seats and resolutions
- Works with other helpdesks too
Best for: Larger teams wanting advanced automation.
Gorgias's AI Agent pricing article says you pay only for conversations the AI fully resolves, and that a conversation handed to a person is billed under the helpdesk plan instead. Intercom's pricing page says Fin is charged at most once per conversation and refunded if the conversation is reopened. Tidio's pricing page shows a free plan with 50 billable conversations.
Per-resolution vs per-seat pricing: a worked example
Per-resolution pricing looks cheap until volume grows; per-seat pricing hurts when you add staff. Work out both for your store before you commit.
These are illustrations using list prices from October 2026, not quotes. Your resolution rate depends on how good your product information and policies are.
Order lookup, returns and handoff: what to test
Before you choose, test each app on your own store with real questions. This 30-minute test tells you more than any feature list.
Ask 'where is my order?'
Check how the bot verifies the customer. It should need the order number plus the checkout email or a sign-in, never just an order number.
Ask about a return outside policy
For example, 45 days after delivery when your policy allows 30. The bot should quote your policy and hand over, not promise an exception.
Ask a product question it cannot know
Such as compatibility with an item you do not sell. It should say it does not know, not invent an answer.
Ask for a human
Check how fast handoff happens, outside office hours too, and whether staff see the full conversation.
Check what was logged
Look at what the app stored: transcript, email, order details. Make sure it matches your privacy notice.
What store data each chatbot app can see
Every Shopify app asks for permissions, called access scopes, when you install it. Shopify's access scopes documentation notes that order scopes such as read_orders cover orders from the last 60 days by default, and apps need the separate read_all_orders permission for older orders. Shopify also restricts scopes for apps without a legitimate use for the data.
Before you install a Shopify chatbot
Chat transcripts are personal data under the PDPA. Our guide to AI chatbots for Singapore websites covers notices and set-up for any platform.
Do it yourself or get help?
Turning on Shopify Inbox's agent takes minutes; most of the work is making sure your shipping, returns and product pages answer the questions customers actually ask. Tidio and Gorgias are also self-serve for a small store.
Our AI Website Assistant (S$790) sets up and tunes an AI assistant on your store content with verified order lookup, handoff rules and a PDPA notice. If your store itself needs work first, our Shopify Store (S$1,890) build includes policies, product pages and checkout set-up.
Frequently asked questions
It depends on volume and channels. The free Shopify Inbox agent is a good start for product and policy questions. Tidio with Lyro is a low-cost chat and AI combination. Gorgias suits stores with heavy email and social support, and Intercom Fin suits teams wanting advanced AI. Test each with real questions before deciding.
Yes. The Shopify App Store lists Shopify Inbox as free, and it includes an opt-in AI Inbox agent that answers from your product catalogue, policies and published content. Order review requires the customer to sign in. You get less workflow control than paid helpdesks, and it covers Shopify chat rather than email or social channels.
As of October 2026: Shopify Inbox is free; Tidio Starter is US$24.17 a month billed annually, with Lyro AI from US$32.50 a month for 50 conversations; Gorgias charges US$0.90 per AI resolution on most plans on top of its ticket-based helpdesk; Intercom is US$29 per seat a month plus US$0.99 per Fin outcome. Prices exclude GST.
Yes, most can, but verification matters. Shopify's Inbox agent asks customers to sign in before reviewing an order, and Tidio's Shopify action verifies email, order ID and postcode. Avoid any bot that shows order details from an order number alone, because anyone could guess numbers and see other customers' data.
You pay each time the AI fully resolves a conversation without a person stepping in, for example US$0.90 at Gorgias or US$0.99 per outcome at Intercom. It is cheap at low volume and rises as more chats are automated. Per-seat pricing charges for each staff member instead. Model both using your monthly chat volume.