Gorgias Updates

www.gorgias.com

Subject: New: choose how AI Agent hands over to your team

by Juliette Quersin

Hi there, You now have a choice in how AI Agent hands conversations over to your team on Chat: shoppers can confirm before the handover happens, or the handover can start right away as before. How it works With confirmation on (the

Subject: New: choose how AI Agent hands over to your team

🔍 See exactly why an AI Agent action failed — and let Gaia leverage it

by David Benayoun, Senior Product Manager

You can now see exactly why an action succeeded, partially succeeded, or failed, right where you need it. Event logs are clearer: each event now opens with a plain-English summary, a natural-language explanation of the outcome, and the

Website content syncs are back to daily

by Nikhil Samuel

We’ve restored daily syncing for website content used by AI Agent. In July, we temporarily changed website re-syncs from once a day to once every 30 days. Following improvements to the way we process website content, re-syncs can now be

💬 AI Agent is now available on WhatsApp in beta

by Giuseppe Lumia

Handle customer support conversations on WhatsApp using your existing knowledge, policies, tone, and settings for on-brand, conversational replies. Current limitations: Shopping Assistant is not supported. Shoppers cannot yet verify

🔐 AI Agent can now take action on SMS, not just answer questions

by David Benayoun, Senior Product Manager

Just like on chat, a shopper reaching out via text message (SMS) can now verify their identity by providing their email or phone number (international format) and entering a one-time code sent by email or text. Once verified, AI Agent knows

Ticket Search Cut-off

by Julien Pinta

Ticket Search cut-off We're updating how far back search results go: Search will cover tickets from the last 20 months. This is rolling out progressively across accounts between now and September, so you may see the change at a different

Ticket Search Cut-off

🖇️ Manage Actions directly inside the Skill editor

by David Benayoun, Senior Product Manager

You can now manage Actions without ever leaving the skill you're editing. A new Actions tab lives right in the side panel — a full workspace to view, search, create, edit, and copy actions — with a few upgrades built in: Recommended

✨ Gaia (beta) is now availble to every Gorgias account

Gaia, your AI teammate inside Gorgias, is now in open beta for every account. Chat with it to handle everyday work across your helpdesk: Work your tickets: investigate a ticket, search your queue in plain language, and tag, assign, and

Product reviews in Product Card and PDP drawer in chat

by Roman Fayzullin

Shoppers can now see product review ratings and review counts directly in AI Agent chat AI Agent automatically pulls review averages and review counts from Shopify metafields, so there’s nothing extra to configure. Product ratings and

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