Gorgias Updates

Add multiple accounts on TikTok Shop and WooCommerce

2024-04-09T23:55:34.606Z

You can now connect multiple stores with our TikTok Shop and native WooCommerce applications!

Previously, only a single TikTok Shop or WooCommerce account could be integrated within Gorgias.

We’ve now added the ability to connect (and disconnect) multiple accounts independently, allowing you to manage more of your support workflow through Gorgias.

To add additional accounts, visit the Accounts tab in the TikTok Shop and WooCommerce settings pages and select the new Add Account button.

Note: To disconnect the TikTok Shop or WooCommerce app after all of the individual integrations have been disconnected.

Once you’ve had a chance to connect all of your accounts, let us know what you think by emailing us at [email protected] or via chat.

Automatically generate Help Center content ✨

2024-04-04T14:50:05.581Z

Every day, you receive and answer common questions from your customers. A Help Center is your best strategy to proactively answer these common questions — especially if you subscribe to gor and enable Article Recommendations.

AI can now save you hours when creating or updating your Help Center by drafting content based on your unique customer interactions.

How does AI generate Help Center content?

AI studies your account’s past interactions to understand your most common questions. Then, it drafts articles based on how you responded to those questions.

You can see the number of tickets that inspired each AI-generated article to understand how impactful the article will be.

AI-generated content is unique to your account — data between accounts is not shared.

If you’re an Automate subscriber, populating your Help Center with content is a great way to take advantage of Article Recommendations (and other upcoming AI features… 👀) to resolve even more customer interactions without any wait time or agent effort.

How do I see my AI-generated Help Center content?

AI-generated content is available in a couple of places throughout Gorgias, depending on whether you already have a Help Center or need to create one.

If you don’t have a Help Center yet

If you don’t have a Help Center, you can set one up with our easy step-by-step wizard. Simply head to Settings > Help Center and click Create Help Center. Your AI-generated articles will be waiting for you in the setup experience.

If you already have a Help Center

If you already have a Help Center, you’ll find a new ✨ AI Library tab in your Help Center’s settings. Inside, you’ll find AI-generated articles unique to your account.

Of course, you can edit each article before adding it to your Help Center to ensure it perfectly matches your policies and brand voice.

Who can access AI-generated content?

To access AI-generated content, you must fit a few criteria:

Have exactly one active Shopify integration in your Gorgias account (support for multi-store brands is coming soon)
Have a Help Center with English (US or UK) as the default language
Be in an English-speaking country
Be your account’s Owner, Admin, or Lead Agent
Have at least 100 Helpdesk tickets in the last 90 days (not counting Chat or spam tickets)
Did not opt out of 3rd-party data sharing

If you are not eligible for this feature but would find it useful, please request this feature from our product team.

How often will AI generate content (and how will I know)?

We generate content weekly, for any account that matches the above criteria and hasn’t had any AI-generated articles in the last few months. If you meet the criteria listed above, you should receive AI-generated every 3-6 months, depending on your account’s side.

You will receive an email and notifications in Gorgias when AI-generated articles are available in your account.

If you have trouble, check out our support articles for adding AI Articles to new Help Centers or existing Help Centers.

We hope this update helps you build out your Help Center in a fraction of the time. Check it out and let us know what you think!

Option to publish a one-page Help Center 📃

2024-04-04T09:06:10.300Z

The Gorgias Help Center has always been the go-to solution to share information about your products and policies with customers. Now, we’re happy to give you a new option to display your Help Center content in a one-page format (instead of just the existing card format).

Take a look at the new one-page layout, which features toggles and a static table of contents:

And of course, Automate subscribers can still display Flows and Order Management at the top of the Help Center, to let customers easily answer FAQs and track and manage orders via self-service.

If you’re creating a Help Center for the first time, you’ll have the option to choose between the one-page or card layout in the convenient setup wizard.

If you already have a Help Center, head to Settings > Help Center > Appearance to switch your layout at any time.

We’re always aiming to make our solutions more flexible and customizable to give you control over how your brand shows up for your customers. Give the one-page Help Center a try and let us know what you think!

Access Shopify Order Metafields from Gorgias

2024-04-01T07:25:00Z

Introducing Shopify Order Metafields! You can now access metafield data for Shopify Orders directly from the Gorgias widget.

How to get started

In the Shopify widget on a ticket or a customer profile, find and open any order
Search for the order field titled Metafields at the bottom of the order
Open the Metafields section by clicking the uncollapse icon.
If the customer’s order has any metafields populated, they will be loaded. Otherwise, you will see the following message: “Order has no metafields populated”

Once you have had a chance to try out our new Order Metafields feature, let us know what you think by emailing us at [email protected] or reaching out to us via the chat!

To find additional details, kindly refer to our help documentation.

📊 Introducing new metrics: Ticket Handle Time and Online Time ⏰!

2024-03-28T17:56:16.278Z

We're excited to announce new metrics designed to improve how you measure agent efficiency, diligence, and productivity in the Overview and Agents reports. Additionally, we've revamped the Support Performance Overview report layout to enhance usability for you.

Support Performance Overview Report

Ticket Handle Time

Ticket Handle Time (THT), also known as Average Handle Time (AHT), is a vital metric that measures the average time your agents spend resolving a ticket. This metric provides valuable insights into your agents' efficiency and enables you to effectively forecast the necessary agent count to manage your ticket volume. Analyzing Ticket Handle Time allows you to optimize operational efficiency, enhance response times, and deliver exceptional customer experiences.

You can find these metrics both in the Support Performance Overview and the Agents reports.

Support Performance Agents report

Online Time

Exciting news! We've revamped the way we track the time spent by agents in Gorgias. While this metric was previously available only in the Live Agents report and couldn't be analyzed over different periods. However, it's now been completely reworked for better accuracy. This enhancement empowers you to assess your agents' performance more effectively over time.

This metric is in the Agents report; online time has been removed from the Live Agents report.

Productivity metrics

To help you assess your agents’ productivity, we have also precomputed 3 metrics for you:

Closed tickets per hour: Number of closed tickets divided by Online Time
Tickets replied per hour: Number of tickets replied divided by Online Time
Messages sent per hour: Number of messages sent divided by Online Time

All 3 metrics can be found in the Agents report.

Note: The new metrics commenced tracking on March 19th, 2024, with no data accessible prior to that date.

The Legacy Overview will be deprecated at the end of June 2024

This only concerns customers who joined before August 2023 and had access to the legacy overview. The legacy Overview will be deprecated by the end of June 2024. It will still be accessible at the bottom of this page until then.

You can check out our help documentation here and explore how the metrics are calculated.

Campaign Library for Convert subscribers!

2024-03-28T11:57:34.153Z

We're excited to announce the release of Campaigns Library!

Convert Subscribers now have direct access to our most successful campaign templates, directly integrated into the campaign creation flow.

Now, creating impactful campaigns has never been simpler. With just a few clicks, you can tap into the strategies that have proven to be highly effective, saving you time and effort while maximizing your results.

🎉 Introducing Tickets Auto-Merge: Simplifying Support, One Ticket at a Time!

2024-03-27T16:06:50.945Z

We're excited to announce the release of Tickets auto-merge, a powerful addition to our support suite designed to streamline ticket management and enhance customer experience.

With automated ticket merging, agents now enjoy consolidated information in a single ticket, leading to quicker response times and improved workflow efficiency. This enhancement minimizes manual effort, empowering agents to deliver swift and effective support to our valued customers.

You can find this setting option by going to Settings > Productivity > Auto-merge.

Want to exclude certain tickets from auto-merge? Simply create a Rule to specify which tickets you want the auto-merge service to ignore and use the new “Exclude ticket from auto-merge” action.

☄️WooCommerce Variables in Gorgias for Enhanced Customer Support

2024-03-06T17:46:21.632Z

We're pleased to announce that WooCommerce variables are now seamlessly integrated into Gorgias, unlocking a new level of flexibility and efficiency for your customer support workflows!

What does this mean for you?

🔗 Enhanced Customer Experience: Provide personalized support by accessing and utilizing WooCommerce variables directly within Gorgias tickets. Now, you can effortlessly retrieve order details, customer information, and more, all in real-time.

⏱️ Time-Saving Automation: Streamline your processes with automated responses and actions powered by WooCommerce variables. Say goodbye to manual data retrieval and hello to swift, accurate customer assistance.

📚 Need help getting started? Check out our comprehensive WooCommerce Variables Documentation for detailed instructions and examples.

Let’s take your support workflows to the next level! 🚀

Navigate with ease, link your logo to your website!

2024-01-31T08:50:12.831Z

Exciting news for our merchants! 🎉

We heard your feedback loud and clear—navigating back to your main website from your Gorgias help center shouldn't be a hassle. With our latest update, we're eliminating the inconvenience.

What’s new?

Now, your logo on the homepage of your help center will effortlessly redirect your shoppers back to your merchant website. Even if you haven't uploaded a logo, this feature seamlessly applies to your brand’s name.

It's smoother, it's simpler—it's designed with you and your shoppers in mind.

How to update your settings?

Go to your help center settings.
Under the Customization tab, you’ll find the Logo hyperlink input field.
Simply fill it with your homepage URL address.
Save your changes.

Yes, it’s that easy! 💫

ℹ️ Just a friendly reminder: If you opt for the custom header option, this feature will be automatically disabled.

Voice Integration: Streamlining Call Routing Preferences for a Smoother Experience

2024-01-18T14:55:04.357Z

We are thrilled to announce a significant enhancement to our Voice integration, aimed at improving your overall experience and simplifying call routing preferences. Effective January 18, 2024, we are moving away from using rules for call routing and transitioning to a more streamlined approach by managing settings directly within the Voice integration.

What's New?

Previously, each Voice integration automatically created routing rules associated with a specific team. Now, instead of relying on rules, we are introducing a user-friendly dropdown menu within the Voice integration settings. This dropdown menu allows you to easily select the designated team for call routing, making setup and future adjustments more straightforward.

Action Needed:

Check the dropdown menu in your Voice integration settings to ensure it corresponds to your designated call-answering team.
Verify settings across multiple Voice integrations if applicable.
Delete routing rules after January 18, 2024.

Consequences of Inaction:

Failure to verify Voice integration settings may result in calls not being routed to the appropriate team after January 18.

Why the Change?

Simplifies routing and ringing preferences on a single page.
Enhances efficiency within Voice integrations.
Provides more available rule slots for increased flexibility.

We are implementing these improvements to ensure a smoother setup process and efficient management of call routing preferences. Please take the necessary steps to ensure a seamless transition by January 18, 2024. For additional information, please refer to our documentation.