Gorgias Updates

www.gorgias.com

Shopping Assistant Just Got a Lot Smarter About When to Sell

by Emmanuel Breard

Why 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

🚀 Use Customer Fields Across Rules, Macros, Views, and Search

by Gorgias Product Team

You can now leverage Customer Fields in more places across Gorgias! Today, we’re happy to share that you can use Customer Fields in Rules, Macros, Views, and Advanced Search. This unlocks a new level of precision and personalization in how

Improved Text to Speech Quality for Gorgias Phone

by Nicoleta-Denisa Borţănoiu, Senior Software Engineer

Based on your feedback about robotic-sounding voice notifications, we've enhanced the audio quality across all voice messages, including greetings, call recording notifications, and other automated announcements. Your callers will now hear

Improved Text to Speech Quality for Gorgias Phone

Call Listening: Improve phone support quality

by Matteo Silvestro

We're excited to announce Call Listening, a powerful new capability that brings real-time quality assurance to your phone support operations. Now Admins and Team Leads can listen to live calls, enabling better coaching, faster issue

Call Listening: Improve phone support quality

✨ AI Agent Can Now answer WISMO tickets when Shoppers Use the Wrong Email

by Emmanuel Breard

😩 Shoppers often ask “Where’s my order?” using a different email than the one used at checkout — leaving your AI Agent unable to authenticate them. ⚡ With the new Trust System, it can now verify and assist safely — cutting handovers!

Dynamic Call Flows: Smarter phone support experiences

by Nicoleta-Denisa Borţănoiu, Senior Software Engineer

We're thrilled to announce the rollout of Dynamic Call Flows, giving you unprecedented control over your phone support operations. This powerful new feature transforms how you manage incoming calls, enabling you to create sophisticated,

Dynamic Call Flows: Smarter phone support experiences

🧠 AI Agent Reasoning: see why AI Agent does what it does

✨ See exactly how AI Agent thinks behind every response, closure, and handover What's new? When reviewing AI Agent conversations, you can now expand the new Reasoning section under any message to understand its decision-making

Save hours of manual work with AI-powered ticket field autofill

Managing AI-handled tickets just got easier. AI Agent’s new ticket field autofill automatically categorizes conversations and keeps reporting accurate without needing manual work. What it does AI Agent fills the right fields for every

Updated Color Coding for Shopify Order Statuses

by Boris Cupac, Software Engineer

We’ve updated the Order Status color scheme in Gorgias to better match Shopify’s color standards, making it easier to interpret order states at a glance. What’s new Consistent with Shopify: Each status now uses colors aligned with

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