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New AI & Automation analytics experience is here 🚀
by Matilda Lee
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 1777967618028
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 1776085927716
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. 1772543121779
📚 Control which help center articles your AI Agent uses — independently from article visibility
by Felipe Mora
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 1772018628249
Power Up Your Instagram Workflows with Profile-Driven Rule Conditions
by Divyam Rai
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 1770711866420
🏷️ Shopping Assistant Now Leverages Your Store's Automatic Discounts
by Emmanuel Breard
What's New Shopping Assistant can now detect and use your store's Shopify automatic discounts during conversations with shoppers — turning existing promotions into active conversion tools. When a shopper is browsing or hesitating, 1769781607530
Shopify Metafields
by Alexandru Daineanu
🚀 We’re excited to present you the new and revamped Shopify metafields. You are now able to pick your most relevant Shopify metafields and pull them in to your Helpdesk. These are specific data points related to your orders, draft orders 1767013200000
Spam Call Warning Alerts for Voice
by Marko Vranic
🔔 Spam Call Warning Alerts When a call may be spam or scam, you’ll now see a clear warning in the Gorgias Phone Bar — before answering. This gives agents valuable context so they can decide whether to answer, ignore, or handle the call 1765991166241
Call Whispering: Live agent coaching
by Matteo Silvestro
We're excited to introduce the second part of the call monitoring functionalities you've been asking for: Call Whispering, a new feature that lets Admins and Team Leads coach agents live during phone calls. What’s New Provide real-time
