Gorgias Updates

www.gorgias.com

🆕 New Metric: Human First Response Time after AI Handover (HFRT)

by Benoit Vannesson, Engineering Manager - CRM Reporting

We’re introducing a new Helpdesk performance metric — Human First Response Time after AI Handover (HFRT) — to help you better understand and optimize your AI-Human collaboration. 💡 What is HFRT? HFRT measures the time it takes for a

New Guidance templates to get started in minutes 📝

Creating guidance from scratch can be time-consuming, especially if you're not sure where to start or how to structure it effectively. We've added 8 new guidance templates covering the most common customer questions, pre-formatted using

🛍️ 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

Add custom identity providers for Single Sign-On

by Adrien de la Tour, Product management

We’re happy to announce for all our Advanced and Enterprise customers we will support custom identity providers for Single Sign-On (via Open ID connect). From now on you can log into Gorgias with your own provider alongside Google and

🚀 Perform real Actions in AI Agent's Test page

We're excited to announce that you can now test Actions end-to-end directly in the AI Agent Test page – no more guesswork or production testing required! What's New Full Action testing: When you enable the new "Actions" toggle in the

NEW: External number and queue call transfers

by Nemanja Tozic

We have enhanced the call transfer feature to provide greater flexibility. In addition to transferring calls to other agents, it is now possible to transfer calls to external numbers and different queues. We have also improved statistics

We've improved searchability in report filters

Smarter Report Filtering: Easier, More Accurate Search We’ve made report filters smarter so you can find exactly what you need—faster. Before: When you searched within a filter, the “Select All” option would select every available choice,

New: Ticket fields in Rules

by Gorgias Product Team

We’re investing heavily in making Rules more powerful, flexible, and predictable. Admins can now target Ticket field values directly in Rule conditions. When configuring your rule’s “IF” condition, you can now find a “Ticket field” option

New "🔍 To review" view under AI Agent section + new "AI Agent feedback" filter for views / advanced search.

by Fabio Salvini, Senior Software Engineer

We’ve introduced two updates to make it easier to manage and review AI Agent conversations. New "🔍 To review" view A dedicated 🔍 To review view is now available under the AI Agent section in your sidebar. This view automatically filters

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