All the agents can now access the help center articles!🔒 Until now, help center articles were limited to admins and lead agents only. We’re changing this to make article content read only for all agents role! Admin and lead agents will still maintain article editing permissions while the other
Rules: BigCommerce filtersWe are happy to announce that we introduced BigCommerce filters in Rules. 🎉 From now on, you can automate your most common tasks using Gorgias even better. Use the BigCommerce data as filter for Rules, for example to send an auto-reply
Redesign of the mandatory email capture in the chatIf you use the “Always Required” email capture setting in the chat - we’ve prepared a very nice update for you! We redesigned the experience for shoppers, providing a more conversational entry point for shoppers to leave their email and
Updated self-service statistics pageWe have updated the self-service statistics page to better visualize self-service volume by flow type, and interactions fully automated by self-service or served by an agent after self-service. You can now find self-service volume per flow
When relevant, we're defaulting the message editor to macro search!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
Macros: Review, edit and apply actions before the message is sentYou 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
Improved email contact searchWe 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.
Greeting Message and Routing Improvements - No length limitations, more consistent message and ringing behaviorsIn 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
Intent editing is back! 🏷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.