Gorgias Updates

www.gorgias.com

💬 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

New: Custom agent unavailable statuses

by Andrej Tomić, Senior Software Developer

Your team can now show why they're away, not just that they're offline. Admins and team leads add statuses in Settings > Agent Unavailability. Think Lunch, Break, In a meeting, In training, plus whatever's specific to how your team works.

New: Custom agent unavailable statuses

Shoppers can now explore similar products with one tap on chat

by Juliette Quersin

Shoppers can now explore similar products in a single tap — without leaving the chat. When AI Agent recommends a product, shoppers see a “More like this” icon. Tapping it surfaces a handful of similar products in the same conversation, so

Shoppers can now explore similar products with one tap on chat

🔐 New Single-Sign-On login options

by Rafaël Garcia-Suarez

What's new: Today we're releasing two new security features related to Single-Sign-On (SSO) logins. The first one: you can now completely disable the usual login method via user name and password. This will effectively force all users to

Helpdesk 2.0: A more flexible sidebar

We've made the ticket sidebar more customizable and easier to navigate. Based on feedback from how agents actually use the sidebar, we've made it more flexible, and easier to keep tidy. What's New Reorder your sidebar widgets You can

Helpdesk 2.0: A more flexible sidebar

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