Gorgias Updates

๐Ÿ†• AI Agent In-Ticket Feedback: Reasoning ๐Ÿ†•

by Bernie Goldenberg, Senior Product Marketing Manager
The reasoning behind AI Agentโ€™s behavior and why the internal QA failed is live and can be found within the ticket view! Not only will AI Agent share itโ€™s reasoning for why it did not send a response, but also will share the drafted
Announcement

Set default email address

by Neshat Korivand, Senior product manager
We are excited to introduce a new feature that allows merchants to set a default email address in Gorgias! This default email will be used when creating new tickets, switching to an email channel on existing tickets, and in satisfaction
Announcement
New feature

Improve channels page and access to Automate settings in corresponding channel settings

by Itay Elgazar
We are thrilled to introduce a brand new design to the channels page as well as a new way to access the automate settings in a corresponding channel settings. The new design is intuitive, now all channels have the same relevance, so you
Announcement

Get notified when you are assigned to a ticket!

by Gorgias Product Team
You can now be notified when you are assigned to a ticket. Over the last few months weโ€™ve been rolling out new notification types as part of an effort to ensure agents are always informed about important activity in their
Announcement

โœจTop ?'s From Shoppers is Live!๐Ÿ™‹โ€โ™€๏ธ

by Bernie Goldenberg, Senior Product Marketing Manager
Top asked Questions from Shoppers transforms raw data into actionable content, making it an indispensable asset for any CX team looking to elevate their performance and customer engagement. This is an Automate feature that will aggregate
Announcement

AI Agent Actions for Recharge and Loop Returns

by Jordan Miller, Product Marketing Manager - Automate
Announcement
New feature
Weโ€™re excited to continue upgrading AI Agent with 3 additional Actions โ€” now available in your account: Cancel subscription on Recharge Send Loop Returns portal deep link Send return shipping status from Loop Returns These Actions will

Quick Responses sunset and turned into improved Flows ๐Ÿš€

by Jordan Miller, Product Marketing Manager - Automate
Announcement
Weโ€™re saying goodbye to Quick Responses to prioritize Flows โ€” a much more powerful alternative. While Quick Responses are no longer supported, youโ€™re not losing any functionality. We automatically turned your Quick Responses into Flows.

Drop-off Analysis in Flow Builder

by Narcisa Minca, Full Stack Developer
We are excited to announce a new addition to the Flow Builder โ€“ the Flow Drop-off Analysis! ๐ŸŽ‰ The drop-off analysis allows you to see where customers are exiting your flows, step by step. This new capability enables you to identify and
Announcement
New feature

Voice Analytics Drill Down

by Denisa Dumitru, Software Engineer
Announcement
We're thrilled to introduce our Voice Analytics Drill Down! Get detailed insights into your call metrics, including average wait time, and talk time. What metrics can I drill down on? On the voice overview page, you can drill down on