# Vendor facets — Gorgias. E-commerce (largely Shopify) helpdesk whose Help Center is on every plan
# and can run on the merchant's own domain. Headline: support_channel (2 pts, ~45% catalog pass rate,
# not saturated) plus a platform-wide generated llms.txt with Markdown article twins — seen on a
# default <brand>.gorgias.help site, on a custom domain (help.glossier.com) and on Gorgias's own docs.
# Few Gorgias customers are API providers, so the reach into the catalog is small.
vendor: gorgias
name: Gorgias
website: https://www.gorgias.com
areas:
- support
registry_keys: []
rubric_schema_version: 0.22.0
generated: '2026-09-25'
features_refreshed: '2026-09-25'
basis: capability
summary: >-
  Gorgias earns a provider a declared support channel (2 points) and, less expectedly, an llms.txt: every
  Help Center serves /llms.txt listing each public article with a Markdown copy, generated from the provider's
  own articles. On the provider's custom domain that is worth llms_txt_published (4 points) once declared;
  on the default gorgias.help host it is the vendor's domain and reads as derived. Getting-started and
  authentication pages count only if the provider writes them. Gorgias sells to online stores, so few
  of its customers are in the API catalog at all.
features:
- id: help-center
  name: Help Center
  description: >-
    Hosted help center of articles and FAQ pages with templates, predictive search, contact form and live
    chat; available on all plans at no extra cost.
  source: https://www.gorgias.com/product/help-center
  tier: all
- id: help-center-custom-domain
  name: Help Center custom domain
  description: Replaces <brand>.gorgias.help with a domain the provider owns by CNAME to clients.gorgias.help.
  source: https://docs.gorgias.com/en-US/customize-the-help-center-domain-81975
  tier: all
- id: help-center-llms-txt
  name: Generated llms.txt and Markdown article twins
  description: >-
    Each Help Center serves /llms.txt linking a text/markdown .md copy of every public article; observed
    2026-09-25 on whole-world-wellness.gorgias.help, help.glossier.com (CNAME glossier.gorgias.help) and
    docs.gorgias.com.
  source: https://whole-world-wellness.gorgias.help/llms.txt
  tier: all
maps:
- feature: help-center
  check: support_channel
  layer: composite
  credit: 1.0
  provider_must: Declare the Help Center in apis.yml common[] as HelpCenter or Support.
  catalog_pass_rate: 0.45
  facet: developer_ergonomics
  points: 2
  baseline_pass_rate: 0.69
- feature: help-center-llms-txt
  check: llms_txt_published
  layer: composite
  credit: 1.0
  note: >-
    Generated by Gorgias from the provider's own articles. On the provider's custom domain the format's
    first-party exception applies (1.0); on the default <brand>.gorgias.help host it is a vendor-domain
    artifact and belongs in the 0.25 derived class. It indexes support articles, not API docs; the check
    does not distinguish.
  provider_must: >-
    Serve the Help Center on a custom domain and declare https://<help-domain>/llms.txt as an LLMsTxt
    pointer; the catalog's probe of the main site will not find it on a help subdomain.
  catalog_pass_rate: 0.351
  facet: discoverability
  points: 4
  baseline_pass_rate: 0.65
- feature: help-center
  check: getting_started_present
  layer: composite
  conditional: true
  condition: >-
    Only if the provider writes a getting-started guide for its API as a Help Center article and declares
    it as GettingStarted; Gorgias templates are shipping, returns and product FAQs.
  provider_must: Write the guide and declare its URL as GettingStarted.
  catalog_pass_rate: 0.206
  facet: developer_ergonomics
  points: 5
  baseline_pass_rate: 0.636
- feature: help-center
  check: authentication_documented
  layer: composite
  conditional: true
  condition: >-
    Only if the provider documents its API authentication in a Help Center article and declares it as
    Authentication.
  provider_must: Write the page and declare its URL as Authentication.
  catalog_pass_rate: 0.368
  facet: developer_ergonomics
  points: 5
  baseline_pass_rate: 0.94
  saturated: true
  saturated_note: >-
    94% of providers with a contract, docs and a reference already earn this; the vendor cannot move it
    for most of its buyers.
earns_nothing:
- feature: help-center-custom-domain
  why: >-
    No check reads the host of a support pointer; its only scoring effect is making the llms.txt row first-party.
out_of_reach:
  checks:
  - status_page_present
  - change_log_present
  - contract_present
  - api_reference_present
  - sdk_count_1
  note: Gorgias produces no status page, changelog, contract, reference or SDK for the provider's API.
unscored_practice:
- feature: help-center-llms-txt
  why: Per-article text/markdown twins for LLM readers; no composite check reads them.
surface:
  discoverability:
    reachable: 4.0
    total: 54
  developer_ergonomics:
    reachable: 12.0
    total: 42
  agent_readiness:
    reachable: 0
    total: 139
hard_rule: >-
  A model, not a score. Adopting this vendor changes a provider's Kin Score only when the provider publishes
  the resulting artifacts on its own surface; nothing here writes a score, and no sponsorship or partnership
  can.
method: searched
source:
- https://docs.gorgias.com/en-US/customize-the-help-center-domain-81975
- https://whole-world-wellness.gorgias.help/llms.txt
- https://www.gorgias.com/product/help-center
measured:
  cohort:
    method: vendors-catalog.json detections (CNAME / header / URL shape / markup), never a name match
    detected: 0
    in_baseline: 0
  control:
    basis: providers earning contract_present + documentation_present + api_reference_present, minus the
      cohort
    n: 5216
  metric: >-
    cohort_pct / control_pct = mean share of the check's points earned (derived and platform credit weighted),
    x100
  measured_on: '2026-09-25'
  status: 'not measurable: 0 detected customers clear the baseline (need 20)'
simulation:
  simulated_on: '2026-09-25'
  rubric: 0.23.0
  population: providers publishing a contract (contract_present earned), replayable exactly
  providers: 8977
  providers_unreplayable: 987
  providers_moved: 5745
  conditional_rows: excluded (they depend on what the API already does)
  composite_lift:
    median: 0.8
    p75: 1.7
    p90: 1.7
    max: 1.8
    mean_among_movers: 1.2
  agent_readiness_lift:
    median: 0.0
    p75: 0.0
    p90: 0.0
    max: 0.0
    mean_among_movers: 0.0
  facet_lift_median_among_movers:
    discoverability: 7.4
    developer_ergonomics: 4.8
  composite_band_moves:
    thin -> developing: 363
    emerging -> thin: 110
    developing -> strong: 82
    strong -> exemplar: 19
    minimal -> emerging: 1
  agent_readiness_band_moves: {}
  method: >-
    each provider's own kin/checks file, the vendor's maps at their stated credit, the scorer's composite
    formula; from -> to, nothing written