Gorgias Updates

www.gorgias.com

🆕 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

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

🛍️ See products used by AI Agent on AI Feedback tab

by Fabio Salvini, Senior Software Engineer

AI Agent now gives you visibility into which products it uses when answering customer questions or making product recommendations. What’s new When AI Agent uses product information in conversations with your customers, you’ll see which

🚀 Email Imports Revamp

by Adrien de la Tour, Product Manager

We’ve upgraded Imports in Gorgias! Starting today, you can pull in emails from Gmail and Outlook 365 mailboxes connected as forwarding addresses. That means you can easily import historical conversations whatever setup you decide to

📊 Update: Clearer AI Agent metrics, right where you need them

We’ve made it easier to understand how your AI Agent is performing across stores by putting the right metrics in the right place. What’s new: Overview page (per store, last 28 days): AI Agent automated interactions (tickets fully

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