Gorgias Updates

www.gorgias.com

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

🚀 Perform real Actions in AI Agent's Test page

We're excited to announce that you can now test Actions end-to-end directly in the AI Agent Test page – no more guesswork or production testing required! What's New Full Action testing: When you enable the new "Actions" toggle in the

NEW: External number and queue call transfers

by Nemanja Tozic

We have enhanced the call transfer feature to provide greater flexibility. In addition to transferring calls to other agents, it is now possible to transfer calls to external numbers and different queues. We have also improved statistics

New "🔍 To review" view under AI Agent section + new "AI Agent feedback" filter for views / advanced search.

by Fabio Salvini, Senior Software Engineer

We’ve introduced two updates to make it easier to manage and review AI Agent conversations. New "🔍 To review" view A dedicated 🔍 To review view is now available under the AI Agent section in your sidebar. This view automatically filters

🚀 Email Imports Revamp

by Adrien de la Tour, Product Manager

We’ve upgraded Imports in Gorgias! Starting today, you can pull in emails from Gmail and Outlook 365 mailboxes connected as forwarding addresses. That means you can easily import historical conversations whatever setup you decide to

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