When relevant, we're defaulting the message editor to macro search!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 sentYou 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!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.
BigCommerce native integration
Announcement🎉🎉🎉 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 store
One-click set up of Google Analytics in your help center 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 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 searchWe 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 behaviorsIn 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! 🏷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.