1754469300000 Live Voice Dashboard Improvementsby Nicoleta-Denisa Borţănoiu, Senior Software EngineerSay goodbye to constant page refreshing! The Live Voice dashboard is now real-time, giving you instant visibility into what’s happening on your support lines.
1754426843430 🔍 Improved transparency in AI Agent Testingby Felipe MoraWhat's New AI Agent Testing now shows you exactly what information it uses to create every response, just like your AI feedback tab. Why This Matters Get complete visibility into your AI Agent's sources when testing a response,
1754045868969 Access Shopify Customer Metafields from Gorgiasby Boris Cupac, Software EngineerWe'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
1753975398608 Custom Business Hours per Integrationby 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,
1753712488310 😃 Update: New Internal Ticket Rating for AI Agentby Matilda LeeThe 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!
1753275899705 Update: Macros aren't used as a knowledge source for AI Agentby Matilda LeeAs 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
1753190024004 📥 Improve AI Agent responses on the spot without leaving the ticketby Matilda LeeWe’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
1753108891806 ↩️ See Shopify return status without clicking out of Gorgiasby Jordan Miller, Product Marketing Manager - AutomateAgents 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
1753096131919 📝 Edit and create AI Agent knowledge in the feedback tabby Jan Balaz, Software EngineerWe’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
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