Gorgias Updates

www.gorgias.com

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Updated self-service statistics page

by Marwan Sentenac

We 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

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When relevant, we're defaulting the message editor to macro search!

by Ricardo de Arruda, Software Engineer

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

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Macros: Review, edit and apply actions before the message is sent

by Romain Charbit, Software Engineer

You 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

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Improved email contact search

by Illia Petrov

We 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.

Improved email contact search

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Greeting Message and Routing Improvements - No length limitations, more consistent message and ringing behaviors

In 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

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Intent editing is back! 🏷

by Radu Simionescu, Machine Learning Manager

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.

Intent editing is back! 🏷

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Set ringing behavior from voice settings pages

by Mehdi Dellagi

We’ve heard setting a phone to ring a team at the same time or ring those agents one-by-one can be quite tricky for first-time and even experienced Gorgias users. To help make using our phone simple, you can now set ringing right from your

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Gmail conversation grouping

by Giuseppe Lumia, Software Engineer

Smarter ticket grouping for Gmail integrations! We just released a new feature for Gmail integrations, which makes sure Gmail messages are grouped to tickets using Gmail’s grouping logic. What does this mean? According to the Gmail

Gmail conversation grouping

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Intents feedback removal

by Dombi Botond

The intents dropdown present on ticket messages will no longer allow for providing intent feedback. Instead, it will only show the detected intents. In addition, the detected intents and other actions will collapse into a single dropdown