Gorgias Updates

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
Announcement
New feature

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
Announcement
New feature
Improvement

We've improved searchability in report filters

by Stan He
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,
Announcement

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
Announcement

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
Announcement
New feature
AI Agent

You can now control AI Agent Actions directly in Guidance 💪

by Matilda Lee
We’ve just released an improvement to how brands build AI workflows in Gorgias: you can now reference Actions within Guidance. Why this matters Previously, Actions and Guidance were configured separately. This created confusion and
Announcement
AI Agent

🛍️ See products used by AI Agent on AI Feedback tab

by Fabio Salvini, Senior Software Engineer
AI Agent now gives you visibility into which products it uses when answering customer questions or making product recommendations. What’s new When AI Agent uses product information in conversations with your customers, you’ll see which
Announcement
Improvement
AI Agent

🔔 Desktop Notifications Are Here!

by Gorgias Product Team
We’re excited to announce the rollout of Desktop Notifications for Gorgias. Stay in loop, even when you’re not actively using Gorgias. What’s New? Whether you’re in a different tab, buried in another app, or just grabbing a coffee,
Announcement

Shopify Orders in the Customer Timeline

by Neshat Korivand
We’ve made it easier for agents to get the full picture of a customer’s journey, without leaving Gorgias. What’s new Shopify orders now appear directly in the Customer Timeline Each order is displayed as a card, showing: Order
Announcement