Gorgias Updates

www.gorgias.com

Save hours of manual work with AI-powered ticket field autofill

Managing AI-handled tickets just got easier. AI Agent’s new ticket field autofill automatically categorizes conversations and keeps reporting accurate without needing manual work. What it does AI Agent fills the right fields for every

🆕 New Metric: Human First Response Time after AI Handover (HFRT)

by Benoit Vannesson, Engineering Manager - CRM Reporting

We’re introducing a new Helpdesk performance metric — Human First Response Time after AI Handover (HFRT) — to help you better understand and optimize your AI-Human collaboration. 💡 What is HFRT? HFRT measures the time it takes for a

New Guidance templates to get started in minutes 📝

Creating guidance from scratch can be time-consuming, especially if you're not sure where to start or how to structure it effectively. We've added 8 new guidance templates covering the most common customer questions, pre-formatted using

🛍️ Market-Aware Inventory Level

by Emmanuel Breard

Smarter inventory filtering now ensures your AI Shopping Assistant shows only in-stock products, tailored to each shopper’s location. What’s new Per‑market inventory checks: Recommendations now respect stock availability per location

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

🚀 Perform real Actions in AI Agent's Test page

We're excited to announce that you can now test Actions end-to-end directly in the AI Agent Test page – no more guesswork or production testing required! What's New Full Action testing: When you enable the new "Actions" toggle in the

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

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

You can now control AI Agent Actions directly in Guidance 💪

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

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