Gorgias Updates

All the agents can now access the help center articles!

by Philippe Diep, Software Engineer
🔒 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
Improvement

Rules: BigCommerce filters

by Iustina Dumitru
We 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
Developers
New feature
Announcement
Improvement

Redesign of the mandatory email capture in the chat

by Roman Fayzullin
If 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
Improvement

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
Improvement

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
Improvement

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
Improvement

BigCommerce native integration

by Alexandru Daineanu
Developers
New feature
Announcement
🎉🎉🎉 We’re happy to announce the launch of our native BigCommerce integration. 🎉🎉🎉 Native integration - BigCommerce We are excited to announce that our native BigCommerce integration is finally here. Connecting your BigCommerce store
BigCommerce native integration

Improved email contact search

by Illia Petrov
Improvement
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

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

by Teodor Zait
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
Improvement