Gorgias Updates

www.gorgias.com

💬 Troubleshoot AI Agent tickets with Gaia in one click

You can now open Gaia right from where you review AI Agent tickets. Click Ask Gaia under AI Agent's reasoning, or use the new Review and improve with Gaia section on the AI Feedback tab to start from a suggested question. Why it

🔗 Reference skills, guidance, and Help Center articles inside your skills

You can now reference another skill, guidance, or Help Center article from inside any skill or guidance. AI Agent pulls in that content when it reaches that step, so you write each process once and reuse it everywhere. Why it

Exact phrase search for tickets

by Lenaïg Le Guennec, Product Manager

Find tickets by exact phrase in Helpdesk. Search now ranks exact matches above partial matches. To search for a specific phrase, wrap it in double quotes. for example, "order confirmation". Quoted searches return only tickets containing

🔥 Gaia Hub, Routines, Shared Chats & Gaia for every role

Gaia has a new home in Gorgias, and it's open to your whole team. 🎥 Watch the demo What's new Gaia Hub: your new Gorgias home page. See where your support stands, what's changed, and what needs your attention, all in one place. Choose

Choose how AI Agent hands over to your team

by Juliette Quersin

You now have a choice in how AI Agent hands conversations over to your team on Chat: shoppers can confirm before the handover happens, or the handover can start right away as before. How it works With confirmation on (the default), when

Choose how AI Agent hands over to your team

🔍 See exactly why an AI Agent action failed — and let Gaia leverage it

by David Benayoun, Senior Product Manager

You can now see exactly why an action succeeded, partially succeeded, or failed, right where you need it. Event logs are clearer: each event now opens with a plain-English summary, a natural-language explanation of the outcome, and the

Website content syncs are back to daily

by Nikhil Samuel

We’ve restored daily syncing for website content used by AI Agent. In July, we temporarily changed website re-syncs from once a day to once every 30 days. Following improvements to the way we process website content, re-syncs can now be

💬 AI Agent is now available on WhatsApp in beta

by Giuseppe Lumia

Handle customer support conversations on WhatsApp using your existing knowledge, policies, tone, and settings for on-brand, conversational replies. Current limitations: Shopping Assistant is not supported. Shoppers cannot yet verify

🔐 AI Agent can now take action on SMS, not just answer questions

by David Benayoun, Senior Product Manager

Just like on chat, a shopper reaching out via text message (SMS) can now verify their identity by providing their email or phone number (international format) and entering a one-time code sent by email or text. Once verified, AI Agent knows

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