Gorgias Updates

www.gorgias.com

😃 Update: New Internal Ticket Rating for AI Agent

The new ticket rating feature (available in the AI Feedback tab) allows users to rate conversations between shoppers and AI Agent. Brands can choose from three options: 😃 Good 😐 Okay ☹️ Bad If you select “Good”: You’re all set!

Update: Macros aren't used as a knowledge source for AI Agent

As part of ongoing improvements to make AI Agent more accurate, consistent, and trustworthy, macros are no longer used as a knowledge source to answer customer questions. This applies across all channels, and reflects what has already

📥 Improve AI Agent responses on the spot without leaving the ticket

We’ve completely redesigned the AI Feedback tab to make it easier for you to: Train your AI Agent faster Spot and fix knowledge gaps on the fly Streamline ticket reviews You’ll now see one unified feedback view for the entire ticket

↩️ See Shopify return status without clicking out of Gorgias

by Jordan Miller, Product Marketing Manager - Automate

Agents can now see return status info: “Returned” or “Partially Returned” directly in the order widget, right inside Gorgias. Why it matters: No more toggling between Gorgias and Shopify just to check if an item was sent back. This small

✨ New skills unlocked: AI Agent can now sell

by Matilda Lee, Product Marketing Lead

We’re excited to introduce the next evolution of AI Agent. With AI Agent 2.0, your support automation doesn’t just solve problems—it now actively helps convert shoppers, drives upsell, and provides discounts—all directly within the chat

Never Miss a Failed Email Again with Proactive Delivery Alerts

by Marko Kovacevic

We're launching our new Email Deliverability Tracking feature to give you instant visibility into failed emails. Stop hunting for buried error banners and immediately identify when a customer hasn't received your message. How It

📸 AI Agent now understands image attachments

We’re excited to announce a new capability for AI Agent: it can now analyze and respond to image attachments in email. This enhancement helps create a more seamless and helpful experience for your customers, especially when images are

See the full story faster: AI summaries and improved UI in the Timeline

by Jordan Miller, Product Marketing Manager

When agents lack context, it leads to repeated questions, messy handoffs, and slow QA. That’s why we built a better way to surface customer history—right from the timeline. Brands using Customer Timeline resolve tickets 26% faster on

See the full story faster: AI summaries and improved UI in the Timeline

Streamline AI Agent Optimize page experience

by Narcisa Minca, Full Stack Developer

We’re excited to announce a new experience for the AI Agent Optimize page. This change brings metrics about your intents into a single, unified view — making it easier to access insights and take action without navigating through multiple

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