Gorgias Updates

www.gorgias.com

AI Agent on SMS

by Audrey Saleh, Product Manager

AI Agent is now available on SMS We’re excited to introduce SMS as a new channel for AI Agent, bringing instant, intelligent support directly to the device your customers use most—no app, login, or friction required. With AI Agent on SMS,

AI Agent on SMS

Adding Instagram follower count and more...

by Adrien de la Tour, Product management

Want to provide special care to influencers without taking your phone to check instagram every time a new message comes in? We have just updated our customer information panel; it now automatically enriches profiles with Instagram

🛍️ Add custom information about Products to enrich AI Agent knowledge

You can now add custom information directly to products in your product catalog for additional AI Agent context. No need to update Shopify or your website. What's new: Each product now has a "Custom Information" section where you can add

🧪 AI Agent reasoning now available in test conversations

What's new? The Reasoning feature you use to understand AI Agent decisions in live conversations is now available in the Test playground. Every test message from AI Agent now shows: AI Agent's step-by-step thinking behind each

AI Agent Now Suggests Replies Automatically. One Tap, No Typing

by Emmanuel Breard

Shoppers love effortless chats — but typing long messages on mobile? Not so much. That’s why Gorgias AI Agent now suggests quick replies automatically, helping your customers keep the conversation flowing with one-tap answers instead of

Call Listening: Improve phone support quality

by Matteo Silvestro

We're excited to announce Call Listening, a powerful new capability that brings real-time quality assurance to your phone support operations. Now Admins and Team Leads can listen to live calls, enabling better coaching, faster issue

Call Listening: Improve phone support quality

🧠 AI Agent Reasoning: see why AI Agent does what it does

✨ See exactly how AI Agent thinks behind every response, closure, and handover What's new? When reviewing AI Agent conversations, you can now expand the new Reasoning section under any message to understand its decision-making

🆕 New Metric: Human First Response Time after AI Handover (HFRT)

by Benoit Vannesson, Engineering Manager - CRM Reporting

We’re introducing a new Helpdesk performance metric — Human First Response Time after AI Handover (HFRT) — to help you better understand and optimize your AI-Human collaboration. 💡 What is HFRT? HFRT measures the time it takes for a

Add custom identity providers for Single Sign-On

by Adrien de la Tour, Product management

We’re happy to announce for all our Advanced and Enterprise customers we will support custom identity providers for Single Sign-On (via Open ID connect). From now on you can log into Gorgias with your own provider alongside Google and

Newer