Gorgias Updates

www.gorgias.com

New AI & Automation analytics experience is here 🚀

We’ve reorganized AI Agent reporting into a dedicated AI & Automation section with two main pages: Overview, which provides a holistic view of automation performance across your AI Agent and automation features; and AI Agent, which offers a

Export ticket message content from reporting drill-downs

by Aoife Mornard

What's new: You can now export up to 1 month of ticket message bodies directly from your reporting drill-downs.. Previously, getting the message content out of Gorgias meant either pulling it through the API or filing a support request for

Export ticket message content from reporting drill-downs

Helpdesk 2.0 is live 🚀

by Lauren Di Nardo, Product Marketing Manager

Helpdesk 2.0 is now available. The workspace is rebuilt to surface customer context, orders, and AI activity right where agents need them. What's new Customer timeline, redesigned Past conversations now live in a dedicated timeline next

Helpdesk 2.0 is live 🚀

Cleaner queues when AI Agent hands over a chat without an email

by Emmanuel Breard

This update is for AI Agent customers using Chat with email capture set to required. What's New If you're using AI Agent on Chat with email capture set to required, the handover behavior is now smarter when a shopper hasn't shared their

Shopping Assistant now reads product images to find better matches

by Emmanuel Breard

Shopping Assistant now analyzes product images to improve its recommendations. It uses an AI-generated description of each product's main image as an additional signal when finding the best match for a customer's request.

📚 Control which help center articles your AI Agent uses — independently from article visibility

You can now enable or disable help center articles for your AI Agent directly from the Knowledge page, without changing whether the article is visible to customers on your help center. Nothing changes by default — all your existing

Power Up Your Instagram Workflows with Profile-Driven Rule Conditions

You can now extend your Gorgias Rules using attributes from a customer’s Instagram profile — across all Instagram channels, including DMs, comments, ad comments, and mentions. With these new conditions, you can filter and automate based on

Resize and rearrange charts on your custom Dashboard

by Aoife Mornard

You can now resize individual charts on your custom Dashboard to build the view that works best for your team. All dashboard components (metric cards, charts and tables) can be resized within smart constraints to keep your layout clean.

Resize and rearrange charts on your custom Dashboard

Guidance Editor Enhancements

by Vlad Gardus, Senior Software Engineer

Guidances are at the heart of how you configure AI Agent behavior and manage knowledge across your platform. With this update, we've significantly upgraded the guidance editor to match the standards you'd expect from a modern writing

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