1763394243084 AI Agent Now Suggests Replies Automatically. One Tap, No Typingby Emmanuel BreardShoppers 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
1762935442027 Shopping Assistant Just Got a Lot Smarter About When to Sellby Emmanuel BreardWhy we built this You told us that your Shopping Assistant sometimes went too far—jumping into product recommendations or upselling even when a customer was just asking about a return, shipping, or product detail. You wanted your
1762781080754 Improved Text to Speech Quality for Gorgias Phoneby Nicoleta-Denisa Borţănoiu, Senior Software Engineer Improvement Based on your feedback about robotic-sounding voice notifications, we've enhanced the audio quality across all voice messages, including greetings, call recording notifications, and other automated announcements. Your callers will now hear
1762439478359 Call Listening: Improve phone support qualityby Matteo Silvestro Announcement New feature 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
1762252786625 ✨ AI Agent Can Now answer WISMO tickets when Shoppers Use the Wrong Emailby Emmanuel Breard😩 Shoppers often ask “Where’s my order?” using a different email than the one used at checkout — leaving your AI Agent unable to authenticate them. ⚡ With the new Trust System, it can now verify and assist safely — cutting handovers!
1761639524829 🧠 AI Agent Reasoning: see why AI Agent does what it doesby Felipe Mora✨ 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
1760515200000 🆕 New Metric: Human First Response Time after AI Handover (HFRT)by Benoit Vannesson, Engineering Manager - CRM ReportingWe’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
1760365010476 New Guidance templates to get started in minutes 📝by Felipe MoraCreating guidance from scratch can be time-consuming, especially if you're not sure where to start or how to structure it effectively. We've added 8 new guidance templates covering the most common customer questions, pre-formatted using
1760363317833 🛍️ Market-Aware Inventory Levelby Emmanuel BreardSmarter inventory filtering now ensures your AI Shopping Assistant shows only in-stock products, tailored to each shopper’s location. What’s new Per‑market inventory checks: Recommendations now respect stock availability per location
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