Gorgias Updates

www.gorgias.com

🎯 SLA Policies: Now with Tags & Ticket Field Filtering

by Marko Vranic

What's New SLA policies can now be configured using tags and ticket field values. This gives you granular control over which SLA applies to which tickets. Previously, you could only say "email tickets get a

Cleaner queues when AI Agent hands over a chat without an email

by Emmanuel Breard

This update is for AI Agent customers using Chat with email capture set to required. What's New If you're using AI Agent on Chat with email capture set to required, the handover behavior is now smarter when a shopper hasn't shared their

📚 Control which help center articles your AI Agent uses — independently from article visibility

You can now enable or disable help center articles for your AI Agent directly from the Knowledge page, without changing whether the article is visible to customers on your help center. Nothing changes by default — all your existing

Hola, Bonjour, Hallo! Automatic Translations Are Here 🌍

by Gorgias Team

If you support customers across different countries or languages, Gorgias can now handle translations for you — automatically. Inbound and outbound messages are instantly translated into your preferred language, right inside the ticket. No

Hola, Bonjour, Hallo! Automatic Translations Are Here 🌍

Introducing Voice SLAs: Measure Your Team's Call Performance with Confidence

by Mehdi Dellagi, Software Engineer

Keeping customers from waiting too long on the phone is key to great support. We’re introducing Voice SLAs, a simple way to track how quickly your team answers calls and keep service levels on target. 🎯 What is Voice SLA? Voice SLA lets

Introducing Voice SLAs: Measure Your Team's Call Performance with Confidence

AI Agent on SMS

by Audrey Saleh, Product Manager

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,

AI Agent on SMS

Simplification of quoted text

by Adrien de la Tour

We’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

AI Agent Now Suggests Replies Automatically. One Tap, No Typing

by Emmanuel Breard

Shoppers 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

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

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