Gorgias Updates

www.gorgias.com

📱 AI Agent on Socials is now generally available

by Emily Hooker

AI Agent now answers shoppers on Instagram DMs, Facebook Messenger, and WhatsApp. After running in beta, AI Agent on Socials is now available to all AI Agent customers. It uses the same knowledge, skills, guidance, actions, and settings

Mute notification sounds while you’re on a call

by Andrej Tomic

We’re rolling out a new notification preference that lets each teammate mute notification sounds while on a call. Early access is available now in Settings → Labs. Once an account admin opts the Gorgias account in, each teammate will

Mute notification sounds while you’re on a call

New Helpdesk Performance Analytics is out 🚀

by Aoife Mornard, Product Manager

The new Helpdesk Performance section in Analytics gives you a clearer, customizable, and more transparent view of your support operations. It covers performance, workload, quality, and ticket trends. One section, three reports The

Opt in to beta features yourself with Gorgias Labs

by Emily Hooker

You can now turn on beta features yourself, the moment you want to try them. Labs is a new page in your settings that lists every beta available to your account, each with its own toggle. There's no signup form to fill out, and no waiting

🛡️ Control what AI Agent handles from one place with AI Coverage

You can now see and control what AI Agent handles, and what it hands to your team, on a single page: AI Coverage (formerly Intents). Why it matters These controls used to be scattered. Intent settings sat inside Skills, where many

📅 Schedule holiday hours ahead of time

by Matteo Silvestro

Plan holiday closures and adjusted hours in advance for the integrations you choose. With holiday hours, you can set a full-day closure or special opening hours for a date or date range. Apply the schedule to all integrations or select

📅 Schedule holiday hours ahead of time

💬 Troubleshoot AI Agent tickets with Gaia in one click

You can now open Gaia right from where you review AI Agent tickets. Click Ask Gaia under AI Agent's reasoning, or use the new Review and improve with Gaia section on the AI Feedback tab to start from a suggested question. Why it

🔗 Reference skills, guidance, and Help Center articles inside your skills

You can now reference another skill, guidance, or Help Center article from inside any skill or guidance. AI Agent pulls in that content when it reaches that step, so you write each process once and reuse it everywhere. Why it

Exact phrase search for tickets

by Lenaïg Le Guennec, Product Manager

Find tickets by exact phrase in Helpdesk. Search now ranks exact matches above partial matches. To search for a specific phrase, wrap it in double quotes. for example, "order confirmation". Quoted searches return only tickets containing

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