Gorgias Updates

www.gorgias.com

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

We've improved searchability in report filters

Smarter Report Filtering: Easier, More Accurate Search We’ve made report filters smarter so you can find exactly what you need—faster. Before: When you searched within a filter, the “Select All” option would select every available choice,

New: Ticket fields in Rules

by Gorgias Product Team

We’re investing heavily in making Rules more powerful, flexible, and predictable. Admins can now target Ticket field values directly in Rule conditions. When configuring your rule’s “IF” condition, you can now find a “Ticket field” option

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

🔔 Desktop Notifications Are Here!

by Gorgias Product Team

We’re excited to announce the rollout of Desktop Notifications for Gorgias. Stay in loop, even when you’re not actively using Gorgias. What’s New? Whether you’re in a different tab, buried in another app, or just grabbing a coffee,

Shopify Orders in the Customer Timeline

by Neshat Korivand

We’ve made it easier for agents to get the full picture of a customer’s journey, without leaving Gorgias. What’s new Shopify orders now appear directly in the Customer Timeline Each order is displayed as a card, showing: Order

🚀 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

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