Gorgias Updates

www.gorgias.com

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Perfom actions on entire views

We're excited to announce the ability to perform actions (closing tickets, applying a macro, and more…) on a view. When you select all the tickets of a page, you will now see a bar asking if you want to select all the tickets of the...

Perfom actions on entire views

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Customer intent classification

A few weeks ago, we have released a feature called "macro intent" allowing to label macros with the customer intent it addresses. We are now updating this concept of customer intent with a new feature. Now, each time a message is...

Customer intent classification

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Instagram ads comments

by Samy Laumonier

We just released Instagram ads comments support! You can now import comments posted on your Instagram ads inside Gorgias. To enable Instagram ads comments: go in your Facebook integration's settings page, check the Enable Instagram ads...

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Mobile apps improvements

by Alex Plugaru, CTO & Cofounder

We've done some improvements in the Ticket reply area for the mobile apps. You can now leave internal notes, change channels, forward tickets and change the email recipients. Next things on the list of improvements for mobile apps...

Mobile apps improvements

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Display your company's logo in your chat's header

Hi there, We've just added a new functionality to our chat: you can now choose to display an image in your chat's header, like your company logo for example, instead of the avatar of your customer support agents: You can modify this...

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Auto-responder improvements

We've updated the behavior of the auto-responder for Chat, Facebook Messenger and Smooch integrations. The auto-responder is not related to agents availability anymore, but will instead behave differently depending on whether we're...

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Macro intents

Starting today, you can specify an intent on your macros to describe in which cases you use them to respond to your customers. For example when a customer asks for your exchange policy and you use a macro to respond to that you should...

Macro intents

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Customer notes

You can now add notes to your Gorgias customers. Those notes are synchronized with your Shopify store (if you have one connected to your Gorgias account): editing a note in Shopify will synchronize it in Gorgias, and vice versa. Though...

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Required email capture in the Chat

You can now prevent customers from sending a message in your Chat if they haven't entered their email address! This should help a lot reducing the number of tickets where customers left after leaving a message in the chat, thus becoming...