Gorgias Updates

www.gorgias.com

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

🧑‍🎨 Chat 2.0: New Chat Experience

by Emmanuel Breard

What's New We've completely redesigned the chat experience from the ground up. Chat 2.0 transforms the traditional chat widget into a full shopping surface where your customers can discover products, explore details, and make purchase

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

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

Save hours of manual work with AI-powered ticket field autofill

Managing AI-handled tickets just got easier. AI Agent’s new ticket field autofill automatically categorizes conversations and keeps reporting accurate without needing manual work. What it does AI Agent fills the right fields for every

🛍️ Market-Aware Inventory Level

by Emmanuel Breard

Smarter inventory filtering now ensures your AI Shopping Assistant shows only in-stock products, tailored to each shopper’s location. What’s new Per‑market inventory checks: Recommendations now respect stock availability per location

Custom Business Hours per Integration

by Mehdi Dellagi, Software Engineer

New: Custom Business Hours per Integration 🚀 Set precise availability per integration across any channel—like Chat and Voice—so routing, SLAs, and reporting stay accurate. What’s included Create reusable Business Hour sets (name,

Custom Business Hours per Integration

Update: Macros aren't used as a knowledge source for AI Agent

As part of ongoing improvements to make AI Agent more accurate, consistent, and trustworthy, macros are no longer used as a knowledge source to answer customer questions. This applies across all channels, and reflects what has already

✨ New skills unlocked: AI Agent can now sell

by Matilda Lee, Product Marketing Lead

We’re excited to introduce the next evolution of AI Agent. With AI Agent 2.0, your support automation doesn’t just solve problems—it now actively helps convert shoppers, drives upsell, and provides discounts—all directly within the chat

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