Gorgias Updates

www.gorgias.com

Spam Call Warning Alerts for Voice

by Marko Vranic

🔔 Spam Call Warning Alerts When a call may be spam or scam, you’ll now see a clear warning in the Gorgias Phone Bar — before answering. This gives agents valuable context so they can decide whether to answer, ignore, or handle the call

Call Whispering: Live agent coaching

by Matteo Silvestro

We're excited to introduce the second part of the call monitoring functionalities you've been asking for: Call Whispering, a new feature that lets Admins and Team Leads coach agents live during phone calls. What’s New Provide real-time

Call Whispering: Live agent coaching

Filter Ticket Statistics by Assigned Team

by Benoit Vannesson, Engineering Manager

A new Assigned Team filter is now available in all Ticket Statistics pages, giving you a clearer and more reliable view of team performance over time. ➡️ Until now, you could filter metrics using the Agent filter, which also offered

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

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