Gorgias Updates

www.gorgias.com

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🆕 AI Agent In-Ticket Feedback: Reasoning 🆕

by Bernie Goldenberg, Senior Product Marketing Manager

The reasoning behind AI Agent’s behavior and why the internal QA failed is live and can be found within the ticket view! Not only will AI Agent share it’s reasoning for why it did not send a response, but also will share the drafted

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Set default email address

by Neshat Korivand, Senior product manager

We are excited to introduce a new feature that allows merchants to set a default email address in Gorgias! This default email will be used when creating new tickets, switching to an email channel on existing tickets, and in satisfaction

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Improve channels page and access to Automate settings in corresponding channel settings

by Itay Elgazar

We are thrilled to introduce a brand new design to the channels page as well as a new way to access the automate settings in a corresponding channel settings. The new design is intuitive, now all channels have the same relevance, so you

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Get notified when you are assigned to a ticket!

by Gorgias Product Team

You can now be notified when you are assigned to a ticket. Over the last few months we’ve been rolling out new notification types as part of an effort to ensure agents are always informed about important activity in their

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✨Top ?'s From Shoppers is Live!🙋‍♀️

by Bernie Goldenberg, Senior Product Marketing Manager

Top asked Questions from Shoppers transforms raw data into actionable content, making it an indispensable asset for any CX team looking to elevate their performance and customer engagement. This is an Automate feature that will aggregate

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AI Agent Actions for Recharge and Loop Returns

by Jordan Miller, Product Marketing Manager - Automate

We’re excited to continue upgrading AI Agent with 3 additional Actions — now available in your account: Cancel subscription on Recharge Send Loop Returns portal deep link Send return shipping status from Loop Returns These Actions will

AI Agent Actions for Recharge and Loop Returns

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Quick Responses sunset and turned into improved Flows 🚀

by Jordan Miller, Product Marketing Manager - Automate

We’re saying goodbye to Quick Responses to prioritize Flows — a much more powerful alternative. While Quick Responses are no longer supported, you’re not losing any functionality. We automatically turned your Quick Responses into Flows.

Quick Responses sunset and turned into improved Flows 🚀

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Drop-off Analysis in Flow Builder

by Narcisa Minca, Full Stack Developer

We are excited to announce a new addition to the Flow Builder – the Flow Drop-off Analysis! 🎉 The drop-off analysis allows you to see where customers are exiting your flows, step by step. This new capability enables you to identify and

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Voice Analytics Drill Down

by Denisa Dumitru, Software Engineer

We're thrilled to introduce our Voice Analytics Drill Down! Get detailed insights into your call metrics, including average wait time, and talk time. What metrics can I drill down on? On the voice overview page, you can drill down on

Voice Analytics Drill Down