Gorgias Updates

Chat widget 1-click installation for Shopify enhancement

2023-08-22T09:00:00Z

We’ve improved the 1-click installation for Shopify feature to ensure better stability!

Using this newest version of the installation method will make sure that your chat does not disappear from your website any time you touch your Shopify theme, and ensure that you can always provide the best customer service possible.

Please make sure to follow these steps in the specified order to ensure a smooth transition. While this migration is not mandatory, we strongly encourage you to do it.

Updating Your Installation:

Navigate to Settings > Apps > Shopify > Your Store.
Click on "Update App Permissions" (This will open a new tab and redirect you to Shopify).
In Shopify Store settings, click "Update app" in the top right.
Return to Gorgias Settings > Chat > Your Chat > Installation Tab.
Click on "Uninstall," followed by "Install."

❗️ If you have some Advanced Customization Scripts, please verify them and update to the new method if needed.

Not using the 1-click installation for Shopify? We recently added the ability to show or hide the chat on preferred URLs: manual installation for this is no longer needed 😊.

Security improvements on Chat installation snippet

2023-06-12T14:06:36.830Z

We want to let you know that a new version of the Chat Widget Installation Snippet was recently released. We are now deprecating the numerical application ID in favor of an Alpha-Numeric application Key.

Why are we making this change?

These changes help us increase the security of the chat bundle loader asset, so your shop is more secure.

What's important?

1-click Installation

For Shopify 1-click installations, we have auto-migrated the snippet in your Shopify liquid template from v2 to v3, so no action is required from you if you used the 1-click installation method. The chat should already be using the new version and work properly.

However, if you used the 1-click installation method and manually modified your snippet inside the Shopify liquid template at one point, we most likely cannot auto-migrate the snippet for you. Therefore we would highly encourage you to check the liquid template and update the snippet to v3 to make sure that you are up-to-date with this security release.

Manual Installation

For manual installations, we have updated the Manual installation snippet located in the Installation tab on the chat settings. We highly encourage you to update your chat snippet to v3 to make sure you are up-to-date with this security release.

What does the change look like?

Until recently, the chat snippet was using a numerical ID to fetch the Javascript asset of the widget bundle loader. We tagged this snippet version with the ID gorgias-chat-widget-install-v2 that used to look like this:

Where 99999 was once the number of your application ID. From now, the chat snippet will use an Alpha-Numeric key to fetch the said asset. The tag for this new snippet version is gorgias-chat-widget-install-v3:

From the images shown above, you can see that we are also replacing the asset endpoint from /gorgias-chat-bundle-loader.js?applicationId=X to /bundle-loader/:appKey.

Summary

We released a new chat installation snippet. We encourage you to check the instructions above for your current installation method, to make sure the chat snippet is up-to-date with the latest version v3, so you don’t miss this security update.

Let us know your feedback, and if we can help answer any questions!

Rules: BigCommerce filters

2022-09-14T20:32:42.606Z

We are happy to announce that we introduced BigCommerce filters in Rules. 🎉

From now on, you can automate your most common tasks using Gorgias even better.

Use the BigCommerce data as filter for Rules, for example to send an auto-reply based on the status of the last order of a customer.

Once you've had a chance to try it out, please let us know what you think by reacting to this publication or by emailing us at [email protected]">[email protected].

BigCommerce native integration

2022-08-18T16:03:31.703Z

🎉🎉🎉 We’re happy to announce the launch of our native BigCommerce integration. 🎉🎉🎉

Native integration - BigCommerce

We are excited to announce that our native BigCommerce integration is finally here. Connecting your BigCommerce store data is now even easier than before with this new integration.

Better than before, delivering even more value

The new and shiny, in-house integration provides more stability and smoothness than the previous one. Features include, but are not limited to:

🛳 smoother onboarding - sailing these waters might be harsh, but our new onboarding flow does the trick. Similar to the one that we’re using with Shopify right now, the onboarding flow for BigCommerce is now simplified and makes getting started a lot easier for everyone.
∞ unlimited historical sync - bringing all the data into one place. While the previous version was limited to only 2 weeks of historical sync, our brand new native integration is capable of syncing all historical customer data from your BigCommerce store.
⏰ real-time synchronization - unleash the power of webhooks. By using the real-time update mechanism leveraged by BigCommerce webhooks, we guarantee that your data will get into the dashboard as fast as possible.
🖍 new widget design - see more by doing less. By providing a better UI experience, we bring all the data together, making sure your overview on your customers, orders and products is better than before.
📝 customer notes sync - attention to details. Syncing customer notes is now easier and it works in both directions: Gorgias ←→ BigCommerce.
🤖 BigCommerce data rule filters - automate common work flows with BigCommerce data. Use the BigCommerce data as filter for Rules, for example to send an auto-reply based on the status of the last order of a customer.
🙌 and we’re not done yet - because many other new features are going to be introduced in the newer versions of the native integration.

Delivering value through excellence

🚀 Once you've had a chance to try it out, please let us know what you think by reacting to this publication or by emailing us at [email protected]" rel="noopener nofollow" target="_blank" title="Gorgias Support">[email protected]. 🚀

SSO - Google and Microsoft SSO activation

2022-04-12T12:31:00Z

🎉🎉🎉 We are happy to announce that Google and Microsoft 365 Single Sign-On (SSO) is now live for all users. 🎉🎉🎉

This feature will be automatically activated on the majority of the accounts, which will lead to a smoother login on the platform. Based on your current emails providers, we customize your SSO options in a way that it suites you best.

Here at Gorgias we strive to make our helpdesk easy to use and save agents and admins time. The full release of the SSO feature is one more step towards that goal.

You can customize your settings under Settings > Access Management. Both Google and Microsoft SSO can be activated or deactivated from here at any time.

Once activated, two new buttons (Google and Microsoft) will show up on the login page which will make the login on our platform even easier. Logging in with SSO is simpler, faster, and more secure than ever. This option will give you the freedom to manage the login to our platform using your favorite SSO provider.

Feel free to contact our support team if you need assistance with this option at any time.

New detailed view for third party apps

2022-03-29T10:44:25.679Z

Here at Gorgias, we want to empower our third party developers and make all apps easy to find and use. As a first step in a long series of improvements to come, we decided to directly link your app details from the partner portal to the helpdesk. This means that you no longer need to ask Gorgias to change your logo or your tagline. Just update them in your partner portal and submit your changes.

But there is more.

Each application now has its own detailed page that you can manage on your own, too! It showcases description, pictures, tags… All you need to provide your future users with is a clear overview of what your app offers.

In order to do so, simply edit the relevant fields inside your partner portal:

And that’s it!

We hope you’ll like this, whether you are the maintainer of a third party app or a Gorgian who wants to pick new super powers 😁

Once you’ve had a chance to try it out, please let us know what you think by chatting us via the chat icon on the bottom right of the Gorgias web app or emailing us at [email protected]" rel="noopener nofollow" target="_blank">[email protected].

🤖 📚 Managed Rules are coming to your local Rule Library

2022-03-16T16:36:50.782Z

“Rules can be a bit intimidating to create and edit.”

If you ever thought that, this new feature has been designed for you. We wanted to take a step further into making automation even more accessible, improving on the off-the-shelf experience provided by the rule library.

Managed rules need no code, no setup. Install it from the rule library and you are good to go. If we improve the feature, it will be directly impacted in your helpdesk, with no further action needed from you!

You’ll recognize those friendly faces in the rule library by this ✨ Managed Rule badge.

Select them, click on install and you are good to go! You’ll be directed to the rule edition page, and the first thing you should notice is the absence of a code interface. You’ll just have a couple of settings to adjust if you want to, update and voilà!

This first managed rule Non-support related email will take care of all of the tickets created by non-support related email, closing them and tagging them so that they are sorted in the appropriate view.

More managed rules are to come, we will keep you posted!

💬 Note that this feature is only available to Automation Add-on subscribers only. For more information about how you can use the add-on to automate 5% of your customer requests, don’t hesitate to reach out!

Reopening tickets when a message was not sent

2022-03-14T13:07:38.521Z

Currently, when sending a message and closing a ticket, a 3rd party provider could reject it, leading to a loss of visibility for the given ticket.
Now, when this event occurs the ticket will be reopened to let you address the issue.

Remove tags from rules

2022-03-08T16:44:34.846Z

You can now remove tags from your tickets using our new rule action.

You can use this feature to set up a delayed answer to your customers using the following process for example:
1. Snooze a ticket and apply a “follow-up needed tag” manually or using a rule.
2. A rule like the one below will automatically answer the ticket when the snooze timer ends.

An many more use cases! Don't hesitate to share the kind of things you can do with this!

More customization for the Help Center

2022-03-02T16:00:00Z

We are delighted to announce that we released a couple of new customization capabilities for the Help Center product.

You can now customize the banner text at your convenience, with or without a banner image
Reposition the banner image
Change the font of the help center. Optionally, articles can also automatically use this font 🙌
You are free to fully customize the header and the footer with your custom HTML code
And inject HTML code into all pages. You can now easily track your Help Center thanks to your favorite tools such as Google Analytics or Google Tag Manager. Here’s the how-to

We wish you a happy customization day! 🎨