{
  "schemaVersion": 1,
  "id": "liveagent-vs-gorgias",
  "products": [
    "liveagent",
    "gorgias"
  ],
  "conclusion": "LiveAgent and Gorgias are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. LiveAgent has confirmed macros, collision detection, custom fields, and multilingual support.",
  "decisionPoints": [
    {
      "path": "vertical.macros",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed macros; macros is not yet confirmed for Gorgias."
    },
    {
      "path": "vertical.collisionDetection",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed collision detection; collision detection is not yet confirmed for Gorgias."
    },
    {
      "path": "vertical.customFields",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed custom fields; custom fields is not yet confirmed for Gorgias."
    },
    {
      "path": "vertical.multilingualSupport",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "LiveAgent has confirmed multilingual support; multilingual support is not yet confirmed for Gorgias."
    }
  ],
  "sharedStrengths": [
    {
      "path": "technical.api",
      "label": "API",
      "importance": 8
    },
    {
      "path": "vertical.gdprCompliance",
      "label": "GDPR compliance",
      "importance": 8
    },
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 79,
    "b": 64,
    "gap": 15
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "One unified inbox across every channel",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Live Chat Fastest live chat on the market",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Call Center Manage and route all your calls",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-6b02c31fb3fcf2d1"
        ],
        "evidence": [
          {
            "sourceId": "ingest-6b02c31fb3fcf2d1",
            "excerpt": "Support by phone, from your Helpdesk",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Social Media Chat with followers in LiveAgent",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Knowledge Base Provide self-service options",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "Unlimited Help Centers",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-06d6c24851887a4c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-06d6c24851887a4c",
            "excerpt": "Customer Portal Gives you the opportunity to create an unlimited amount of separate customer portals",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "Unlimited Help Centers",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Service Level Agreement (SLA) Learn about Service Level Agreements (SLAs) and their role in defining customer expectations and pro...",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "SLA",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Automated Ticket Distribution Automated ticket distribution in LiveAgent assigns help desk tickets to agents based on predefined r...",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Route, assign, and manage tickets across your team",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "Automate up to 75% of conversations with built-in AI.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Automate 60% of support",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Canned Messages (Macros) Boost efficiency with LiveAgent's canned messages!",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "AI Answer Assistant Instant polished replies",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "AI Agent trained on your brand",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-06d6c24851887a4c"
        ],
        "evidence": [
          {
            "sourceId": "ingest-06d6c24851887a4c",
            "excerpt": "AI Ticket Summary catch up",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-6b02c31fb3fcf2d1"
        ],
        "evidence": [
          {
            "sourceId": "ingest-6b02c31fb3fcf2d1",
            "excerpt": "AI-Summaries | Get instant call and voicemail transcripts and summaries",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Agent Collision Detection Prevent multiple agents from working on the same ticket",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Ticket satisfaction survey Collect customer satisfaction ratings after ticket resolution",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-a272f15692fe725a"
        ],
        "evidence": [
          {
            "sourceId": "ingest-a272f15692fe725a",
            "excerpt": "drive your CSAT scores up",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-e1c1b9bae75a4140"
        ],
        "evidence": [
          {
            "sourceId": "ingest-e1c1b9bae75a4140",
            "excerpt": "Custom ticket fields Add custom fields to tickets to capture specific information",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-b38fa500fc96aa0f"
        ],
        "evidence": [
          {
            "sourceId": "ingest-b38fa500fc96aa0f",
            "excerpt": "AI Chatbot Resolves customer inquiries instantly, 24/7, in 100+ languages",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Native Shopify integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-d18bd37b3c9996e2"
        ],
        "evidence": [
          {
            "sourceId": "ingest-d18bd37b3c9996e2",
            "excerpt": "Agile CRM integrates with LiveAgent to enhance customer service efficiency.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "liveagent": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-af6ce68c3c3fb8d0"
        ],
        "evidence": [
          {
            "sourceId": "ingest-af6ce68c3c3fb8d0",
            "excerpt": "LiveAgent API made available via the Site",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "API rate limit 2 req/s",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.mobileApps",
      "label": "Mobile apps",
      "group": "Platforms",
      "importance": 7,
      "includeInCoverage": true,
      "liveagent": {
        "value": null,
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