Gorgias Updates

www.gorgias.com

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Improvements in-ticket suggestions, default macro search, pre-fill

by Ricardo de Arruda, software engineer

We’ve made a series of improvements to our macro features and in-ticket suggestions, which we’re excited to share with you! Clearer Macro Preferences menu We’ve added clarification about your personal macro preferences in Settings > My

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⭐️ Tickets can now be excluded from CSAT

by Mateusz Misiak

We are happy to announce that you can now exclude certain tickets from receiving a satisfaction survey (CSAT) using our rules or macros! We have added the Exclude ticket from CSAT action, which, when triggered will prevent a CSAT survey

⭐️ Tickets can now be excluded from CSAT

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New Autoresponder - Automate return request emails ✨

by Ricardo de Arruda

With our new autoresponder feature, you can Automatically reply to common customer questions with relevant help center article suggestions. automate emails about a return request if you have an existing return portal provider (e.g. Loop,

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Say Goodbye to Phone Number Limitations!

by Mehdi Dellagi, Software Engineer

We have removed phone number limitations for basic, pro, advanced, and enterprise plans! Now, any merchant using Gorgias can add any number of phone lines to their account for no additional cost, regardless of plan and number type. To

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Tone of voice for the chat 📣

by Angel Cereijo, Software Engineer

We are thrilled to announce that you can now customize most of the text values of the Gorgias Chat widget from the settings panel! This exciting new feature allows you to match your brand’s tone of voice in the chat widget, providing a

Tone of voice for the chat 📣

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Chat Video sharing support 🎬

by Joris La Cancellera, Software Engineer

A picture is worth a thousand words. So what's a video worth?! 🎥 We are happy to announce the support of videos embedded in chat messages and campaigns. How does it work? You can find the share video button inside the video

Chat Video sharing support 🎬

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Agent Availability Status in the User's Page

by Denisa Dumitru, Frontend Developer, Channels

We are excited to announce that you can now see a real-time view of agent availability from within the user’s setting page. This feature will help provide a real-time view of your team and their availability, which will help teams

Agent Availability Status in the User's Page

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Custom subject lines for the Contact Form

by Nicușor Chiciuc, Software Engineer

We have some good news to share 🎉 You can now customize the subject lines in the Contact Form on the Help Center. This way, you can tailor the subject lines to accurately reflect the topic or issue the user is reaching out about. You

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Cleaner order management buttons in the Gorgias chat homepage

by Cyprien Pannier, Senior Software Engineer

Hi there 👋, We have another automation add-on improvement to share! The order management flows currently take a lot of place in the chat widget. Additionally, the 4 possible flows: track / return / cancel order and report an issue