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

✨ AI Agent Can Now answer WISMO tickets when Shoppers Use the Wrong Email

by Emmanuel Breard

😩 Shoppers often ask “Where’s my order?” using a different email than the one used at checkout — leaving your AI Agent unable to authenticate them. ⚡ With the new Trust System, it can now verify and assist safely — cutting handovers!

🚀 Email Imports Revamp

by Adrien de la Tour, Product Manager

We’ve upgraded Imports in Gorgias! Starting today, you can pull in emails from Gmail and Outlook 365 mailboxes connected as forwarding addresses. That means you can easily import historical conversations whatever setup you decide to

Never Miss a Failed Email Again with Proactive Delivery Alerts

by Marko Kovacevic

We're launching our new Email Deliverability Tracking feature to give you instant visibility into failed emails. Stop hunting for buried error banners and immediately identify when a customer hasn't received your message. How It

Email error and connection improvements: Clear explanations & fast fixes

by Leyla Delcorde, Sr. Product Designer

Email makes up 70% of customer conversations for most ecommerce brands, but when emails fail to send, troubleshooting can be frustrating and time-consuming. There are a few challenges to come: Error messages are too technical. It’s hard

Email error and connection improvements: Clear explanations & fast fixes

Auto-split email ticket to get clean data, even from messy threads!

by Jordan Miller, Product Marketing Manager - Automate

You asked, we delivered! Starting now, replies to old email threads will automatically create new tickets if the reply comes 10+ days later instead of re-opening the existing ticket. Why did we make this change? Before, if a customer

Auto-split email ticket to get clean data, even from messy threads!

Collect shopper emails directly from Campaigns!

by Nicolae Godina

As a Convert customer, you can now collect shoppers' email addresses with our Email Capture Form 📧 Gathering email addresses helps you grow your customer list and keep in touch with shoppers through your email marketing tools. You can

Collect shopper emails directly from Campaigns!

Simplify your Email setup with our new Forwarding wizard!

by Neshat Korivand, Senior Product Manager

We’re excited to announce a new wizard that guides you through the process of setting up your email forwarding to Gorgias in just a few steps. Follow clear instructions on connecting your support email. Set up email forwarding

Set default email address

by Neshat Korivand, Senior product manager

We are excited to introduce a new feature that allows merchants to set a default email address in Gorgias! This default email will be used when creating new tickets, switching to an email channel on existing tickets, and in satisfaction

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