Gorgias Updates

When relevant, we're defaulting the message editor to macro search!

by Ricardo de Arruda, Software Engineer
Macro search will be displayed by default on tickets that can benefit from a macro, skipping that extra step of clicking on the ⚡️ icon. As soon as the change happens, agents will be shown a notification popup and will be able to either

Macros: Review, edit and apply actions before the message is sent

by Romain Charbit, Software Engineer
You can now review and edit macro actions before applying them! Previously, upon selection of a macro from the macro list, some actions were applied immediately (e.g. adding a tag, assigning an agent, closing the ticket…) while some were

We're pre-selecting macros for faster response time!

by Ricardo de Arruda
Macros will be automatically selected and pre-filled in your response when our artificial intelligence system identifies that it’s relevant to the question with more than 80% certainty⚡️ This feature is automatically enabled for all users.
New feature

BigCommerce native integration

by Alexandru Daineanu
New feature
🎉🎉🎉 We’re happy to announce the launch of our native BigCommerce integration. 🎉🎉🎉 Native integration - BigCommerce We are excited to announce that our native BigCommerce integration is finally here. Connecting your BigCommerce

One-click set up of Google Analytics in your help center

by Philippe Diep, Software Engineer
New feature
Hey everyone 👋 We’ve built a simple integration with Google Analytics to deliver tracking of your help center views & clicks. You can use your own Google Universal Analytics ID or Google Analytics 4 ID directly within your help center

Change in the display logic for chat & messaging tickets when auto-assignment is enabled

by Charles Jacquet
To simplify Gorgias and make its behavior more predictable, we have changed the behavior of chat & messaging channels tickets. The way the chat & messaging section now works is the following: Note: Here “tickets” refer to “chat & messaging

Improved email contact search

by Illia Petrov
We have worked hard to make the email contact search faster and easier to use⚡️ It is now 3x faster, and you can search contacts using their name as well as with their email address! We hope this will help you in your daily use of Gorgias.

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

by Teodor Zait
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

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.