Gorgias Updates

www.gorgias.com

Custom Business Hours per Integration

by Mehdi Dellagi, Software Engineer

New: Custom Business Hours per Integration 🚀 Set precise availability per integration across any channel—like Chat and Voice—so routing, SLAs, and reporting stay accurate. What’s included Create reusable Business Hour sets (name,

Custom Business Hours per Integration

Update: Macros aren't used as a knowledge source for AI Agent

As part of ongoing improvements to make AI Agent more accurate, consistent, and trustworthy, macros are no longer used as a knowledge source to answer customer questions. This applies across all channels, and reflects what has already

✨ New skills unlocked: AI Agent can now sell

by Matilda Lee, Product Marketing Lead

We’re excited to introduce the next evolution of AI Agent. With AI Agent 2.0, your support automation doesn’t just solve problems—it now actively helps convert shoppers, drives upsell, and provides discounts—all directly within the chat

Manage every store’s channels and integrations from one central hub

by Boris Cupac, Software Engineer

Managing multiple stores just got easier! With this release, you’ll find a new centralized Store Management page under Settings > Account. From here, you can: Quickly view all stores connected to your Gorgias account. Each store

Manage every store’s channels and integrations from one central hub

Introducing Gorgias "Built for Shopify" application

by Nikola Planic, Software Engineer

With our new Gorgias "Built for Shopify" application, you can now set up and manage your Helpdesk experience without ever leaving Shopify. 📊 Instant Helpdesk Overview Now you can effortlessly track your support performance at a glance.

Customizing AI Agent handover experience on Chat

by Miloš Danilović

We’re excited to introduce new customization options for your AI Agent’s chat handover process! Based on feedback, we’ve made it easier for you to tailor how conversations transition between AI and human support. With this update, you can

Customizing AI Agent handover experience on Chat

Improved AI Agent settings: Easier to manage, easier to grow

by Jordan Miller, Product Marketing Manager - Automate

Brands like yours are doing incredible things with AI Agent. In less than a year, over 2,000 brands have started using it to automate support, reduce resolution times, and deliver faster replies to customers. Starting today, you’ll notice

Improved AI Agent settings: Easier to manage, easier to grow

✨ Unassign Chat Tickets When Agents Are Unavailable! ✨

by Gorgias Agent Experience Team

We’ve got an exciting update to help keep your chat workflow seamless and responsive. Our brand-new “Unassign chat tickets when the assigned agent is unavailable” option is here! What you need to know New setting option: A simple checkbox

Streamline and customize reporting with Dashboards!

by Jordan Miller, Product Marketing Manager - Automate

As a CX leader, you regularly pull reports on support KPIs, agent performance, and trends. These metrics have existed in Gorgias — but pulling them for weekly reporting used to mean jumping between multiple reports, reapplying filters each

Streamline and customize reporting with Dashboards!

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