Gorgias Updates

www.gorgias.com

✨ Meet Gaia (beta): the AI that makes your AI Agent better

The best AI agents are never static. They continuously improve, automate more conversations, and deliver better customer experiences over time. Gaia is a coaching agent that helps you maximize the performance of your AI Agent by

🎯 Introducing Skills: get more predictable, consistent answers from your AI Agent

Gradual rollout: Skills is being rolled out progressively to merchants using AI Agent over the coming weeks. If you don’t see it in your account yet, it’s on the way and should be available soon. Skills is a new, more precise way to

New AI & Automation analytics experience is here 🚀

We’ve reorganized AI Agent reporting into a dedicated AI & Automation section with two main pages: Overview, which provides a holistic view of automation performance across your AI Agent and automation features; and AI Agent, which offers a

Gorgias MCP is now in Open Beta 🎉

Connect Gorgias to the AI tools your team is already using. Surface Voice of Customer insights, audit your helpdesk setup, and review AI Agent performance right from chat. Gorgias MCP is in open beta today, a first-party server that plugs

Export ticket message content from reporting drill-downs

by Aoife Mornard

What's new: You can now export up to 1 month of ticket message bodies directly from your reporting drill-downs.. Previously, getting the message content out of Gorgias meant either pulling it through the API or filing a support request for

Export ticket message content from reporting drill-downs

🎯 SLA Policies: Now with Tags & Ticket Field Filtering

by Marko Vranic

What's New SLA policies can now be configured using tags and ticket field values. This gives you granular control over which SLA applies to which tickets. Previously, you could only say "email tickets get a

Helpdesk 2.0 is live 🚀

by Lauren Di Nardo, Product Marketing Manager

Helpdesk 2.0 is now available. The workspace is rebuilt to surface customer context, orders, and AI activity right where agents need them. What's new Customer timeline, redesigned Past conversations now live in a dedicated timeline next

Helpdesk 2.0 is live 🚀

Cleaner queues when AI Agent hands over a chat without an email

by Emmanuel Breard

This update is for AI Agent customers using Chat with email capture set to required. What's New If you're using AI Agent on Chat with email capture set to required, the handover behavior is now smarter when a shopper hasn't shared their

Shopping Assistant now reads product images to find better matches

by Emmanuel Breard

Shopping Assistant now analyzes product images to improve its recommendations. It uses an AI-generated description of each product's main image as an additional signal when finding the best match for a customer's request.

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