Gorgias Updates

www.gorgias.com

timestamp1661345329603

When relevant, we're defaulting the message editor to macro search!

by Ricardo de Arruda, Software Engineer

Macro search will be displayed by default on tickets that can benefit from a macro, skipping that extra step of clicking on the ⚡️ icon. As soon as the change happens, agents will be shown a notification popup and will be able to either

timestamp1661345256995

Macros: Review, edit and apply actions before the message is sent

by Romain Charbit, Software Engineer

You can now review and edit macro actions before applying them! Previously, upon selection of a macro from the macro list, some actions were applied immediately (e.g. adding a tag, assigning an agent, closing the ticket…) while some were

timestamp1660838611703

BigCommerce native integration

by Alexandru Daineanu

🎉🎉🎉 We’re happy to announce the launch of our native BigCommerce integration. 🎉🎉🎉 Native integration - BigCommerce We are excited to announce that our native BigCommerce integration is finally here. Connecting your BigCommerce

BigCommerce native integration

timestamp1659386491376

Change in the display logic for chat & messaging tickets when auto-assignment is enabled

by Charles Jacquet

To simplify Gorgias and make its behavior more predictable, we have changed the behavior of chat & messaging channels tickets. The way the chat & messaging section now works is the following: Note: Here “tickets” refer to “chat & messaging

timestamp1658956788616

Improved email contact search

by Illia Petrov

We have worked hard to make the email contact search faster and easier to use⚡️ It is now 3x faster, and you can search contacts using their name as well as with their email address! We hope this will help you in your daily use of Gorgias.

Improved email contact search

timestamp1658504038316

Greeting Message and Routing Improvements - No length limitations, more consistent message and ringing behaviors

In the past, we have heard some customers reporting inconsistent greeting message behaviors and frustration with the greeting message length requirements. We are happy to announce that we are releasing a much-needed flow change to our

timestamp1657876054503

Intent editing is back! 🏷

by Radu Simionescu, Machine Learning Manager

The ability to adjust the detected intent on incoming messages is back, but it will only affect the results shown in your own intent statistics page and will no longer influence the intent detection system.

Intent editing is back! 🏷

timestamp1657825050971

Set ringing behavior from voice settings pages

by Mehdi Dellagi

We’ve heard setting a phone to ring a team at the same time or ring those agents one-by-one can be quite tricky for first-time and even experienced Gorgias users. To help make using our phone simple, you can now set ringing right from your

timestamp1657725378734

Gmail conversation grouping

by Giuseppe Lumia, Software Engineer

Smarter ticket grouping for Gmail integrations! We just released a new feature for Gmail integrations, which makes sure Gmail messages are grouped to tickets using Gmail’s grouping logic. What does this mean? According to the Gmail

Gmail conversation grouping