Gorgias Updates

www.gorgias.com

New Helpdesk Performance Analytics is out 🚀

by Aoife Mornard, Product Manager

The new Helpdesk Performance section in Analytics gives you a clearer, customizable, and more transparent view of your support operations. It covers performance, workload, quality, and ticket trends. One section, three reports The

📅 Schedule holiday hours ahead of time

by Matteo Silvestro

Plan holiday closures and adjusted hours in advance for the integrations you choose. With holiday hours, you can set a full-day closure or special opening hours for a date or date range. Apply the schedule to all integrations or select

📅 Schedule holiday hours ahead of time

🔥 Gaia Hub, Routines, Shared Chats & Gaia for every role

Gaia has a new home in Gorgias, and it's open to your whole team. 🎥 Watch the demo What's new Gaia Hub: your new Gorgias home page. See where your support stands, what's changed, and what needs your attention, all in one place. Choose

Choose how AI Agent hands over to your team

by Juliette Quersin

You now have a choice in how AI Agent hands conversations over to your team on Chat: shoppers can confirm before the handover happens, or the handover can start right away as before. How it works With confirmation on (the default), when

Choose how AI Agent hands over to your team

Product reviews in Product Card and PDP drawer in chat

by Roman Fayzullin

Shoppers can now see product review ratings and review counts directly in AI Agent chat AI Agent automatically pulls review averages and review counts from Shopify metafields, so there’s nothing extra to configure. Product ratings and

Shoppers can now explore similar products with one tap on chat

by Juliette Quersin

Shoppers can now explore similar products in a single tap — without leaving the chat. When AI Agent recommends a product, shoppers see a “More like this” icon. Tapping it surfaces a handful of similar products in the same conversation, so

Shoppers can now explore similar products with one tap on chat

📸 20/20 Vision: AI Agent can now read images sent in Chat

by Audrey Saleh

AI Agent can now see and understand images shoppers send in Chat, not just Email. 🎉 Whether it's a damaged product, an order confirmation, a screenshot of an issue, or a picture for shade matching or fit recommendations (like a skin-tone

A new chat UI that feels native to your store

by Juliette Quersin

What's New We rebuilt chat from the ground up, shaped by real feedback from shoppers and brands. It's a continuation of your storefront, not a widget bolted on. The redesigned chat brings a cleaner home page built for navigation

Cleaner queues when AI Agent hands over a chat without an email

by Emmanuel Breard

This update is for AI Agent customers using Chat with email capture set to required. What's New If you're using AI Agent on Chat with email capture set to required, the handover behavior is now smarter when a shopper hasn't shared their

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