Gorgias Updates

www.gorgias.com

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New Customer Timeline Button Location

by Iustina Dumitru

Customers sometimes create multiple tickets about the same issue. Therefore, it’s important for agents to be able to easily view a customer’s previous tickets to ensure the agent has all the context they need to best support the customer.

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Order Selection in Flows

by Jan Szybowski

🎉 Introducing Order Selection step in Flows! 📦 In case you're not familiar, see our Flows announcement. We're excited to unveil a powerful new feature that brings even more convenience and efficiency to your interactions with customers.

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New ⬅️ and ➡️ arrows to navigate between tickets quickly

by Iustina Dumitru

At Gorgias, we strive to make the agent experience as fast and intuitive as possible. We’ve heard your feedback that providing a quick way to navigate from ticket-to-ticket is a crucial part of a great support experience. Today, we are

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Improved Snooze Button Location

Gorgias’ Snooze feature is commonly used when an agent is waiting on a customer’s reply and doesn’t want that ticket to clutter their queue. Today, we are announcing a small change in the location of the Snooze button. The Snooze button is

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New autoresponder with article recommendations ✨

by Ricardo de Arruda, software engineer

With our new autoresponder feature, you can reply to common customer questions with relevant help center article suggestions. Our AI detects customer questions in incoming emails, auto-replies with relevant articles from your help center,

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Initiate or restart conversations at any time with WhatsApp Message Templates

by Andrei Don, Denisa Dumitru, Adrian Ursu, Teodor Zait

We are excited to announce our support for WhatsApp Message Templates! 🎉 Using this new feature, you can now initiate or restart conversations with shoppers outside the 24-hour conversation window! What are WhatsApp Message Templates?

Initiate or restart conversations at any time with WhatsApp Message Templates

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BigCommerce: Entire Order Refund action

by Iustina Dumitru

🎉 We are happy to announce another BigCommerce update. Building on our manual refund functionality, you can now refund an entire BigCommerce order directly in Gorgias. When applying an entire order level refund you can: Review all

BigCommerce: Entire Order Refund action

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Disable Email capture in Chat Widget

by Juan Carlos Quintero

We are happy to let you know that we are introducing the possibility to disable the Email capture in Chat Widget interactions. How it looks When the Email capture is disabled, users won’t be requested to fill in their email, they will

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Improvements to offline capture in the Chat Widget

by Sufiyan, Engineer

Overview We are excited to announce a new feature of our Chat Widget that allows you to customize the Intro, Body, and Outro texts of the Offline Capture confirmation email. This feature enables you to deliver emails to customers with the

Improvements to offline capture in the Chat Widget