Gorgias Updates

www.gorgias.com

over 2 years ago

Greeting Message and Routing Improvements - No length limitations, more consistent message and ringing behaviors

In the past, we have heard some customers reporting inconsistent greeting message behaviors and frustration with the greeting message length requirements. We are happy to announce that we are releasing a much-needed flow change to our

over 2 years ago

Intent editing is back! 🏷

by Radu Simionescu, Machine Learning Manager

The ability to adjust the detected intent on incoming messages is back, but it will only affect the results shown in your own intent statistics page and will no longer influence the intent detection system.

Intent editing is back! 🏷

over 2 years ago

Set ringing behavior from voice settings pages

by Mehdi Dellagi

We’ve heard setting a phone to ring a team at the same time or ring those agents one-by-one can be quite tricky for first-time and even experienced Gorgias users. To help make using our phone simple, you can now set ringing right from your

over 2 years ago

Gmail conversation grouping

by Giuseppe Lumia, Software Engineer

Smarter ticket grouping for Gmail integrations! We just released a new feature for Gmail integrations, which makes sure Gmail messages are grouped to tickets using Gmail’s grouping logic. What does this mean? According to the Gmail

Gmail conversation grouping

over 2 years ago

Introducing chat offline! 💬✨

by Joris La Cancellera, Software Engineer

Does the support team have limited bandwidth for a couple of hours during your team’s lunch break or for a couple of days as you are all heading to a company retreat party? 🎉 We got you covered with the chat new offline mode feature!

Introducing chat offline! 💬✨

over 2 years ago

🤖📪 New managed rule to send tracking information via email

by Mathias Ngo, Full Stack Engineer

Here comes a new managed rule! For those of you who missed it, managed rules are more accessible rules, tailored to address recurrent customer issues. These rules are managed (hence the name!) by Gorgias so you can install them with a

over 2 years ago

Introducing an offline capture of information for chat!

by Joris La Cancellera, Software Engineer

We are pleased to announce that we are putting a major new feature into our chat widget: The contact form 🎉.👉The contact form guides the customers to fill in their inquiries directly from the chat when the shop is outside of business

Introducing an offline capture of information for chat!

over 2 years ago

Intents feedback removal

by Dombi Botond

The intents dropdown present on ticket messages will no longer allow for providing intent feedback. Instead, it will only show the detected intents. In addition, the detected intents and other actions will collapse into a single dropdown

over 2 years ago

Auto-assignment limits

by Charles Jacquet

Auto-assignment limits are live! You can now select the maximum number of tickets an agent can be served by the auto-assignment for both “Chat & Messaging” tickets (chat, messenger, IG DMs, SMS,…) and “Other text” tickets (email,

Auto-assignment limits