It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods.

We have also added support for more metrics! Instead of only displaying the breakdown of tickets created per channel, you can now compare channels based on the following metrics:

• tickets created

• tickets closed

• tickets replied

• messages sent

• ticket handle time

• first response time

• resolution time

• CSAT

You can also now filter this report by Agents and Tags.

We hope you will make the most of these improvements!

Improvement: redesigned experience for “order selection” step in Flows

We’ve revamped the previous button-based experience when your customers are selecting one of their orders as part of a Flow. We’ve added more elements like order status and product images for a context-rich and better-looking experience.

New: ask customers to select items within an order

Previously, you could ask your customers to select an order, but it wasn’t possible to ask them to select specific items within that order. We’ve now made this extra level of granularity available for more efficient cases like return/warranty requests, reporting issues with a specific product, and more!

To start using, simply add an “item selection” step in your Flow builder:

Here’s how this step looks like from your customer’s perspective:

We hope you’re as excited about these improvements as we are. Happy automating! ⚡

Custom actions are all about doing more with less. Having to set a value before executing an action was error-prone. But this era is over! Now, you can set up to 10 predefined editable values for your agents to pick before executing a custom action. Any agent will then only have to pick the desired value before executing the action:

And these values can also use the templating mechanism described here (at the bottom)

Give it a try and let us know what you think! 📢

Here’s what you should know:

• My Automate page has been renamed Overview to better reflect its purpose to give you at-a-glance information about Automate’s performance, savings, and useful information to help you bring automation to the next level 🚀

• Quick Responses are now available as a dedicated tab within your Flows settings.

• Train My AI is now part of your Article Recommendation settings as a dedicated tab.

  

  

We hope this makes finding your way around Automate much easier. Happy automating!

🛠️Flow builder Integration: Enable Flows directly from the Flow builder, eliminating the need to navigate to separate pages.

🔄Streamlined Navigation: Simplify your workflow by enabling Flows with just a few clicks, directly within the context of your editing process.

🔍Effortless Access: Enjoy quick access to Flow publishing options, right where you need them most.

💡Key Functionalities:

• New Button: A new button on the workflow editing page header allows you to enable or disable the current Flow in any of the selected channels.

  

• Visibility: This button is only visible for Flows that are already published.

• Automatic Side Panel: The side panel will automatically open after publishing a Flow if the current Flow is not enabled in at least one channel.

• Manual Side Panel Access: Once a Flow is enabled in at least one channel, the side panel can be accessed by clicking the button on the header.

This update streamlines your workflow, making Flow publishing more efficient and integrated directly within your editing environment. Enjoy the enhanced functionality and simplified navigation!

• Segment Interactions: Filter your automated interactions by the following channels:

  • Chat

  • Help Center

  • Contact Form

  • Email

• Calculate Channel-specific Metrics: Obtain detailed metrics for each channel, allowing for better automation rate analysis.

Additionally, filtering by all or none will have the same impact, showing the metrics without any specific channel segmentation.

Upcoming feature
While we're excited about the channel filter, we want to let you know that store filter is in development. Thank you for your patience as we work on bringing this feature to you.

• If you are part of the beta for AI Agent, you should now see AI Agent automated interactions in your Automated interactions by feature dashboard, which should help you visualize the impact of the AI Agent. (If you want to join the the beta, apply here!)

  

• We have fixed an issue affecting merchants located on the American continent, with some automated interactions being counted on the wrong day. Also gone is a bug where interactions would be counted twice under specific conditions.

It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods.

We have also added support for more metrics! Instead of only displaying the breakdown of tickets created over the days of the week, you can now choose from the following metrics: tickets created, tickets closed, tickets replied and messages sent.

We have also implemented some optimizations that have improved the loading speed of our reports.

We hope you will make the most of these improvements!

From now on, when you search, all the matches will be highlighted within the content or text, making it easy to spot exactly what you're looking for at a glance. No more sifting through results!

We have also added an “All” tab in the spotlight search to allow you to search both tickets and customers in one click!

Search Match Highlighting feature is available in the spotlight search and will be progressively added in other searches in Gorgias.

Happy Searching 🕵️‍♀️

This feature uses AI to analyze your account’s most frequently asked questions and draft Help Center articles based on your responses. The feature was originally released for Gorgias users on Shopify, but is now available for all types of stores.

AI-generated articles help you create self-service content in seconds, not hours, to instantly answer common customer questions without any agent effort.

A Help Center full of high-quality knowledge can have an amazing impact when combined with automation features like Article Recommendations and AI Agent, which use Help Center knowledge to resolve customer questions.

You can learn more about AI-generated articles in our original release notes.

Note: This feature is still limited to Gorgias accounts with only one store integration. Multi-store support is set to become available later in Q2.