Gorgias Updates

www.gorgias.com

Clarify AI Agent's Impact: See Support Agent and Shopping Assistant Performance Side-by-Side

You can now view performance metrics for your AI Agent’s Support Agent Skills and Shopping Assistant Skills—separately and clearly. This update makes it easy to understand AI Agent performance at a glance, and track the impact of each

Clarify AI Agent's Impact: See Support Agent and Shopping Assistant Performance Side-by-Side

Easier User Management: Search and Sort Now Available!

by Samy Laumonier, Senior Software Engineer

We've rolled out improvements to the Users settings page to help you manage your users more efficiently. You can now: Search: Quickly find specific users by typing their name or email address into the new search bar. Sort: Easily organize

🌍 Expanding support for international phone numbers

by Alexander Prikhodko

We’re thrilled to announce that Gorgias Voice and SMS phone number availability has expanded to include 23 new countries! You can now set up phone numbers and connect with your customers across more regions than ever. The following

Introducing Gorgias "Built for Shopify" application

by Nikola Planic, Software Engineer

With our new Gorgias "Built for Shopify" application, you can now set up and manage your Helpdesk experience without ever leaving Shopify. 📊 Instant Helpdesk Overview Now you can effortlessly track your support performance at a glance.

Improved Hold Music Experience for Gorgias Voice

by Ivan Barisic, Backend Engineer

We’ve made a small but meaningful improvement to the Gorgias Voice experience: when placed on hold, your customers will now hear the waiting music you’ve selected in your Voice integration settings—no more generic violin music while they

Improved Hold Music Experience for Gorgias Voice

Customizable wrap-up time

by Marko Vranic, Senior Software Engineer

🕒 Stay on top of post-call tasks with Gorgias’s ‘Wrap-up Time’ Whether you're in sales or support, a large part of your day is spent handling after-call tasks. To help agents manage this more efficiently, Gorgias is introducing a brand

Customizing AI Agent handover experience on Chat

by Miloš Danilović

We’re excited to introduce new customization options for your AI Agent’s chat handover process! Based on feedback, we’ve made it easier for you to tailor how conversations transition between AI and human support. With this update, you can

Customizing AI Agent handover experience on Chat

Understand your customers better with Timeline improvements

by Jordan Miller, Product Marketing Manager - Automate

When your team helps customers, having a complete view of their history with your brand is essential to delivering exceptional, personalized experiences. But if key details are hard to find, agents may struggle to get the context they need

Understand your customers better with Timeline improvements

Call Routing with Call Queues

by Nicoleta-Denisa Borţănoiu, Senior Software Engineer

Managing high call volumes just got easier. We’re excited to introduce Call Queues—a powerful new way to streamline your phone support, reduce wait times, and prioritize your most important customers. 🌀 What are call queues? A Call Queue

Call Routing with Call Queues

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