Gorgias Updates

www.gorgias.com

Call Whispering: Live agent coaching

by Matteo Silvestro

We're excited to introduce the second part of the call monitoring functionalities you've been asking for: Call Whispering, a new feature that lets Admins and Team Leads coach agents live during phone calls. What’s New Provide real-time

Call Whispering: Live agent coaching

Filter Ticket Statistics by Assigned Team

by Benoit Vannesson, Engineering Manager

A new Assigned Team filter is now available in all Ticket Statistics pages, giving you a clearer and more reliable view of team performance over time. ➡️ Until now, you could filter metrics using the Agent filter, which also offered

AI Agent on SMS

by Audrey Saleh, Product Manager

AI Agent is now available on SMS We’re excited to introduce SMS as a new channel for AI Agent, bringing instant, intelligent support directly to the device your customers use most—no app, login, or friction required. With AI Agent on SMS,

AI Agent on SMS

Adding Instagram follower count and more...

by Adrien de la Tour, Product management

Want to provide special care to influencers without taking your phone to check instagram every time a new message comes in? We have just updated our customer information panel; it now automatically enriches profiles with Instagram

Simplification of quoted text

by Adrien de la Tour

We’re making a minor change, improving how quoted text works when sending outbound emails from Gorgias. This change aims to simplify the email interface and prevent potential security issues related to message grouping and shared

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

🚀 Use Customer Fields Across Rules, Macros, Views, and Search

by Gorgias Product Team

You can now leverage Customer Fields in more places across Gorgias! Today, we’re happy to share that you can use Customer Fields in Rules, Macros, Views, and Advanced Search. This unlocks a new level of precision and personalization in how

Improved Text to Speech Quality for Gorgias Phone

by Nicoleta-Denisa Borţănoiu, Senior Software Engineer

Based on your feedback about robotic-sounding voice notifications, we've enhanced the audio quality across all voice messages, including greetings, call recording notifications, and other automated announcements. Your callers will now hear

Improved Text to Speech Quality for Gorgias Phone

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