Gorgias Updates

www.gorgias.com

Introducing the New Statistics API

by Benoit Vannesson, Engineering Manager

We’re excited to introduce a brand-new Statistics API, designed to give you broader, faster, and more flexible access to the performance metrics you rely on. 👉 API Documentation Why a New API? Until now, developers could access a

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

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

Dynamic Call Flows: Smarter phone support experiences

by Nicoleta-Denisa Borţănoiu, Senior Software Engineer

We're thrilled to announce the rollout of Dynamic Call Flows, giving you unprecedented control over your phone support operations. This powerful new feature transforms how you manage incoming calls, enabling you to create sophisticated,

Dynamic Call Flows: Smarter phone support experiences

Save hours of manual work with AI-powered ticket field autofill

Managing AI-handled tickets just got easier. AI Agent’s new ticket field autofill automatically categorizes conversations and keeps reporting accurate without needing manual work. What it does AI Agent fills the right fields for every

🛍️ Market-Aware Inventory Level

by Emmanuel Breard

Smarter inventory filtering now ensures your AI Shopping Assistant shows only in-stock products, tailored to each shopper’s location. What’s new Per‑market inventory checks: Recommendations now respect stock availability per location

Custom Business Hours per Integration

by Mehdi Dellagi, Software Engineer

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,

Custom Business Hours per Integration

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

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

✨ 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

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