Gorgias Updates

www.gorgias.com

🛍️ Add custom information about Products to enrich AI Agent knowledge

You can now add custom information directly to products in your product catalog for additional AI Agent context. No need to update Shopify or your website. What's new: Each product now has a "Custom Information" section where you can add

🧪 AI Agent reasoning now available in test conversations

What's new? The Reasoning feature you use to understand AI Agent decisions in live conversations is now available in the Test playground. Every test message from AI Agent now shows: AI Agent's step-by-step thinking behind each

AI Agent Now Suggests Replies Automatically. One Tap, No Typing

by Emmanuel Breard

Shoppers love effortless chats — but typing long messages on mobile? Not so much. That’s why Gorgias AI Agent now suggests quick replies automatically, helping your customers keep the conversation flowing with one-tap answers instead of

Shopping Assistant Just Got a Lot Smarter About When to Sell

by Emmanuel Breard

Why we built this You told us that your Shopping Assistant sometimes went too far—jumping into product recommendations or upselling even when a customer was just asking about a return, shipping, or product detail. You wanted your

Call Listening: Improve phone support quality

by Matteo Silvestro

We're excited to announce Call Listening, a powerful new capability that brings real-time quality assurance to your phone support operations. Now Admins and Team Leads can listen to live calls, enabling better coaching, faster issue

Call Listening: Improve phone support quality

✨ AI Agent Can Now answer WISMO tickets when Shoppers Use the Wrong Email

by Emmanuel Breard

😩 Shoppers often ask “Where’s my order?” using a different email than the one used at checkout — leaving your AI Agent unable to authenticate them. ⚡ With the new Trust System, it can now verify and assist safely — cutting handovers!

🧠 AI Agent Reasoning: see why AI Agent does what it does

✨ See exactly how AI Agent thinks behind every response, closure, and handover What's new? When reviewing AI Agent conversations, you can now expand the new Reasoning section under any message to understand its decision-making

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

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