Which support tool does your store need?
Start with the questions your customers ask and the work your team needs to finish. Answering a product question, checking an order, and approving a policy exception are different jobs. A tool needs to fit the whole conversation, including the point where a person steps in.
Zipchat, Gorgias, Tidio Lyro, and Shopify Inbox all have documented Shopify connections. Here's what to explore with each.
This shortlist is based on official documentation checked September 5, 2026. We haven't tested these tools side by side or ranked their performance. The suggested uses and trial questions are our editorial guidance.
The four tools at a glance
| Tool | What it offers | What to check |
|---|---|---|
| Zipchat | AI conversations using Shopify information, with transfers to staff | Can it answer product questions and pass exceptions to your team? |
| Gorgias | A shared helpdesk with Shopify details and an AI Agent | Can your team manage AI and staff replies in the same ticket process? |
| Tidio / Lyro | AI answers, staff-transfer settings, and Shopify product recommendations | Can your team keep answers current alongside live support? |
| Shopify Inbox | Staff messaging and an optional automatic agent | Does your store's chat cover the support you need? |
Zipchat: product questions and AI conversations
Zipchat's Shopify integration describes answers based on your catalog and configurable transfers to people. Official Shopify integration
Try a conversation that starts with choosing a product and ends with an exception to your policy. Check the answer and whether your teammate receives enough information to continue.
Explore Zipchat's 7-day free trial
Gorgias: AI alongside a team helpdesk
Gorgias brings Shopify customer and order details into tickets. Connecting a store is required for its AI Agent. Gorgias Shopify connection
It's worth considering when organizing staff work is part of the problem. Ask a teammate to take over a conversation and finish it, rather than watching only the AI's first reply.
GorgiasBring customer support into one shared workspaceBook a demoA free trial is availableAsk about the trial length and included features during your demoRequest a Gorgias demo
Tidio Lyro: answers, recommendations, and staff support
Lyro's documentation covers knowledge sources, transfers to staff, and Shopify product recommendations. The recommendation feature has integration and subscription requirements, so check availability for your account. Lyro configuration · Shopify recommendations
During a trial, ask for a product, then explain why a suggested variant won't work. Does the next answer reflect that detail?
See whether Tidio fits your business7-dayfree trialNo credit card requiredMoves to the Free plan afterward unless you choose a paid subscriptionTry Tidio free for 7 days
Shopify Inbox: check what's already available
Shopify Inbox includes staff conversations and an opt-in agent that answers automatically from store information. It isn't limited to manual chat. Shopify Inbox documentation
Check the options in your store and compare them with the channels and actions you need.
Test what happens when a customer needs a person
Use the same example for every tool: a customer asks a routine question, adds a condition outside your policy, then asks for someone on the team.
Check what the AI says, where the conversation goes, and who responds. Try this during and outside support hours.
The next step can differ. Shopify says that when a staff transfer isn't available, the shopper receives the store's sender email address and must initiate contact. That's different from automatically sending your team a ticket. Inbox conversation handling
If customers have to repeat themselves or take another step, include that in your comparison.
Ask for quotes based on the same usage
Give each provider the same expected conversation volume, channels, team size, seasonal peaks, and required order actions.
Check included AI usage, how it's counted, extra charges, and features reserved for higher plans. Keep unconfirmed costs marked as unknown. Our Zipchat pricing guide explains replies and additional packs; other tools may use different units.
Also estimate time spent updating information, reviewing answers, and handling exceptions. Compare software spending and staff effort separately.
Choose after a small trial
Prepare common questions with correct answers and source links. Add an unclear product request, a missing delivery estimate, and a policy exception.
Record errors, incomplete replies, useful follow-up questions, and successful transfers separately. Retest relevant questions after fixing information or instructions.
Choose the option that meets your needs in the trial. For more detail, read our Zipchat review. To plan your first launch, use our Shopify AI support guide.
