Gorgias Updates

www.gorgias.com

📱 AI Agent on Socials is now generally available

by Emily Hooker

AI Agent now answers shoppers on Instagram DMs, Facebook Messenger, and WhatsApp. After running in beta, AI Agent on Socials is now available to all AI Agent customers. It uses the same knowledge, skills, guidance, actions, and settings

Mute notification sounds while you’re on a call

by Andrej Tomic

We’re rolling out a new notification preference that lets each teammate mute notification sounds while on a call. Early access is available now in Settings → Labs. Once an account admin opts the Gorgias account in, each teammate will

Mute notification sounds while you’re on a call

New Helpdesk Performance Analytics is out 🚀

by Aoife Mornard, Product Manager

The new Helpdesk Performance section in Analytics gives you a clearer, customizable, and more transparent view of your support operations. It covers performance, workload, quality, and ticket trends. One section, three reports The

🛡️ Control what AI Agent handles from one place with AI Coverage

You can now see and control what AI Agent handles, and what it hands to your team, on a single page: AI Coverage (formerly Intents). Why it matters These controls used to be scattered. Intent settings sat inside Skills, where many

🔗 Reference skills, guidance, and Help Center articles inside your skills

You can now reference another skill, guidance, or Help Center article from inside any skill or guidance. AI Agent pulls in that content when it reaches that step, so you write each process once and reuse it everywhere. Why it

Choose how AI Agent hands over to your team

by Juliette Quersin

You now have a choice in how AI Agent hands conversations over to your team on Chat: shoppers can confirm before the handover happens, or the handover can start right away as before. How it works With confirmation on (the default), when

Choose how AI Agent hands over to your team

🔍 See exactly why an AI Agent action failed — and let Gaia leverage it

by David Benayoun, Senior Product Manager

You can now see exactly why an action succeeded, partially succeeded, or failed, right where you need it. Event logs are clearer: each event now opens with a plain-English summary, a natural-language explanation of the outcome, and the

Website content syncs are back to daily

by Nikhil Samuel

We’ve restored daily syncing for website content used by AI Agent. In July, we temporarily changed website re-syncs from once a day to once every 30 days. Following improvements to the way we process website content, re-syncs can now be

💬 AI Agent is now available on WhatsApp in beta

by Giuseppe Lumia

Handle customer support conversations on WhatsApp using your existing knowledge, policies, tone, and settings for on-brand, conversational replies. Current limitations: Shopping Assistant is not supported. Shoppers cannot yet verify

Newer