1765991166241 Call Whispering: Live agent coachingby Matteo Silvestro Announcement New feature We're excited to introduce the second part of the call monitoring functionalities you've been asking for: Call Whispering, a new feature that lets Admins and Team Leads coach agents live during phone calls. What’s New Provide real-time
1765989360000 Filter Ticket Statistics by Assigned Teamby Benoit Vannesson, Engineering ManagerA new Assigned Team filter is now available in all Ticket Statistics pages, giving you a clearer and more reliable view of team performance over time. ➡️ Until now, you could filter metrics using the Agent filter, which also offered
1765822350179 AI Agent on SMSby Audrey Saleh, Product Manager Announcement AI Agent New feature AI Agent is now available on SMS We’re excited to introduce SMS as a new channel for AI Agent, bringing instant, intelligent support directly to the device your customers use most—no app, login, or friction required. With AI Agent on SMS,
1765789044284 Adding Instagram follower count and more... by Adrien de la Tour, Product managementWant to provide special care to influencers without taking your phone to check instagram every time a new message comes in? We have just updated our customer information panel; it now automatically enriches profiles with Instagram
1763730501841 🛍️ Add custom information about Products to enrich AI Agent knowledgeby Felipe MoraYou can now add custom information directly to products in your product catalog for additional AI Agent context. No need to update Shopify or your website. What's new: Each product now has a "Custom Information" section where you can add
1763550698889 🧪 AI Agent reasoning now available in test conversationsby Felipe MoraWhat's new? The Reasoning feature you use to understand AI Agent decisions in live conversations is now available in the Test playground. Every test message from AI Agent now shows: AI Agent's step-by-step thinking behind each
1763400655888 Simplification of quoted textby Adrien de la TourWe’re making a minor change, improving how quoted text works when sending outbound emails from Gorgias. This change aims to simplify the email interface and prevent potential security issues related to message grouping and shared
1763394243084 AI Agent Now Suggests Replies Automatically. One Tap, No Typingby Emmanuel BreardShoppers love effortless chats — but typing long messages on mobile? Not so much. That’s why Gorgias AI Agent now suggests quick replies automatically, helping your customers keep the conversation flowing with one-tap answers instead of
1762935442027 Shopping Assistant Just Got a Lot Smarter About When to Sellby Emmanuel BreardWhy we built this You told us that your Shopping Assistant sometimes went too far—jumping into product recommendations or upselling even when a customer was just asking about a return, shipping, or product detail. You wanted your
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