Gorgias Updates

www.gorgias.com

✨ 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

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

📸 AI Agent now understands image attachments

We’re excited to announce a new capability for AI Agent: it can now analyze and respond to image attachments in email. This enhancement helps create a more seamless and helpful experience for your customers, especially when images are

💪 Improved visibility over file uploads and single-page URLs for AI Agent

We're excited to announce enhanced transparency for file uploads and single-page URLs in AI Agent! 🚀 What's New See exactly what your AI Agent knows. When you upload files (PDFs, documents) or add single-page URLs as knowledge

See the full story faster: AI summaries and improved UI in the Timeline

by Jordan Miller, Product Marketing Manager

When agents lack context, it leads to repeated questions, messy handoffs, and slow QA. That’s why we built a better way to surface customer history—right from the timeline. Brands using Customer Timeline resolve tickets 26% faster on

See the full story faster: AI summaries and improved UI in the Timeline

Manage every store’s channels and integrations from one central hub

by Boris Cupac, Software Engineer

Managing multiple stores just got easier! With this release, you’ll find a new centralized Store Management page under Settings > Account. From here, you can: Quickly view all stores connected to your Gorgias account. Each store

Manage every store’s channels and integrations from one central hub

New Ticket Assignment Setting: Assign to Last Responding Agent

by Gorgias Product Team

We often hear that agents sometimes forget to assign themselves to a ticket. We’re introducing a settings option that ensures that an agent gets automatically assigned to a ticket when they send an outbound customer reply. 📍 Location:

Streamline AI Agent Optimize page experience

by Narcisa Minca, Full Stack Developer

We’re excited to announce a new experience for the AI Agent Optimize page. This change brings metrics about your intents into a single, unified view — making it easier to access insights and take action without navigating through multiple

Control Agent Capacity for Reopened Tickets

by Gorgias Product Team

You can now choose whether reopened tickets count toward an agent’s max capacity! 🔧 How to Configure Go to: Settings > Ticket Management > Ticket Assignment > Team auto-assignment settings Then toggle: “Allow reopened tickets to exceed

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