Gorgias Updates

Access Shopify Customer Metafields from Gorgias

by Boris Cupac, Software Engineer
We're excited to introduce Shopify Customer Metafields – now available directly in the Gorgias widget! You can now instantly access and view your customers' metafield data from Shopify without ever leaving your helpdesk. These work just
Announcement
New feature

Custom Business Hours per Integration

by Mehdi Dellagi, Software Engineer
Announcement
New: Custom Business Hours per Integration 🚀 Set precise availability per integration across any channel—like Chat and Voice—so routing, SLAs, and reporting stay accurate. What’s included Create reusable Business Hour sets (name,

😃 Update: New Internal Ticket Rating for AI Agent

by Matilda Lee
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!
Announcement
AI Agent

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

by Matilda Lee
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
Announcement
AI Agent

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

by Matilda Lee
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
Announcement
Improvement
AI Agent

↩️ 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
Announcement
Improvement

📝 Edit and create AI Agent knowledge in the feedback tab

by Jan Balaz, Software Engineer
We’re thrilled to introduce a game-changing improvement for teams using our AI Agent - you can now view, edit, and create knowledge sources directly from within the ticket view! 🙌 What’s New? Instant previews: Click on a knowledge source
Announcement
New feature

✨ 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
Announcement
AI Agent

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
Announcement
Improvement
New feature