Gorgias Updates

Drop-off Analysis in Flow Builder

2024-07-25T14:41:25.872Z

We are excited to announce a new addition to the Flow Builder – the Flow Drop-off Analysis! 🎉

The drop-off analysis allows you to see where customers are exiting your flows, step by step. This new capability enables you to identify and address bottlenecks, improving your flows and capturing more volume, while enhancing your automation efficiency.

What can you do with the Flows Drop-off Analysis?

Identify Drop-off Points: Analyse customer exits at each step of your flows to pinpoint areas for improvement.
Optimise Flows: Gain insights into specific steps where drop-offs occur, allowing for targeted optimisations.
Monitor Performance: View metrics at both the flow and flow step levels, providing a comprehensive understanding of your automation performance.

Accessing this feature is easy. You can either toggle it on a published flow or navigate to it from the Performance by Feature page.

We believe this new feature will empower you to refine your flows and drive better results with your automation strategies 📈.

Shopify Actions for AI Agent

2024-07-11T19:13:39.019Z

We’re excited to announce that our first pre-built Actions are now available for AI Agent!

Cancel Order in Shopify
Edit Order Shipping Address in Shopify

These Actions will help you instantly resolve more types of requests from customers — providing a superior experience for customers while saving time for your team!

Of course, your team can control when AI Agent can perform these Actions.

AI Agent’s Actions are a true game-changer

As you know, order edits (e.g. cancellations and address updates) must be executed quickly before the order is fulfilled and changes can no longer be made.

Often, human support can’t act in time, leading to a long list of issues, including:

Orders getting sent to the wrong address and getting lost
Shoppers and businesses paying to reship orders
Shoppers returning orders they meant to cancel

With Actions, AI Agent can instantly make these updates before it’s too late.

Your team is in full control

Actions in Shopify are pre-built in Gorgias, meaning your team can enable them without any API calls or technical skills. And when enabling Actions, you can control exactly how AI Agent behaves.

With Input variables, you can direct AI Agent to collect/confirm information from the shopper before performing the action.

For instance, for Edit Address, you can have the shopper confirm the new address:

With Conditions, you can tell AI Agent exactly when it should (and shouldn’t) perform the Action.

For instance, for Edit Address, you could only update the address if the order is marked unfulfilled in Shopify and was placed within the last 2 days (depending on your fulfillment window).

Stay tuned — we're hard at work building additional Actions in Shopify and other key ecommerce tools.

Ready to build your first Action? Check out our Actions Help Doc or explore Actions in your account today!

Convert Orders Metric Drilldown

2024-07-11T13:43:53.376Z

Our Performance Dashboard just got a major upgrade 🎉 Now, you can dive into a detailed view of all the orders generated from your campaigns. No more just seeing the number of orders—now you can see exactly what products were ordered, the order value, and more.

But that's not all. You can also download this detailed order list as a CSV file. Get ready to supercharge your insights and take your campaigns to the next level.

To learn more, visit our help doc.

Meet your new team member: AI Agent

2024-07-01T21:19:34.584Z

We’re thrilled to announce that AI Agent is now available in all Automate subscriber Gorgias accounts! Get ready to transform your customer experience.

Who is AI Agent?

AI Agent is your newest team member. It sends accurate, personalized responses in the blink of an eye.

Using the latest artificial intelligence technology, AI Agent learns your brand voice and support processes to handle your most repetitive tickets.

AI Agent can also connect to Shopify and other tools to perform Actions (like updating a shipping address or canceling a recent order) to fully resolve tickets.

With AI Agent on your team, you can:

⚡ Resolve up to 60% of support volume with cost-effective AI

🤩 Delight customers with instant and personalized answers, 24/7

📈 Focus your team’s time on complex, VIP, and high-value conversations

For Automate Subscribers:
Register for our 30-min Implementation webinar here

When: Mondays, Wednesdays and Fridays at 1:00pm EST

For Non-Automate Subscribers:
Register for our 30-min Intro to AI Agent webinar here

When: Mondays at 12:00pm EST

You don’t have to wait for the webinar to get started. In the meantime, check out our playbook to onboard your AI Agent .

If you are not an Automate subscriber, please book a demo with our team here!

Predefined Custom Action values

2024-06-17T13:40:07.360Z

Hey! We’re glad to announce that we added a new feature, and a fresh new look, to custom actions. Yes the ones you tend to forget about because once you set them, they fulfil their duty on demand, in total discretion.

Custom actions are all about doing more with less. Having to set a value before executing an action was error-prone. But this era is over! Now, you can set up to 10 predefined editable values for your agents to pick before executing a custom action. Any agent will then only have to pick the desired value before executing the action:

And these values can also use the templating mechanism described here (at the bottom)

Give it a try and let us know what you think! 📢

Effortless Outbound Calls

2024-06-13T13:01:39.360Z

We’re thrilled to unveil our latest enhancement – the Outbound Dialer! Say goodbye to the hassle of making outbound calls. Using the Place Call button, you can effortlessly connect with your customers. Simply click the button to open the dialer and:

Copy-paste a phone number
Search for a customer by typing their name or phone number
Select the customer and place the call directly
Type a number and call it immediately

This seamless integration boosts your productivity and ensures smooth communication. Experience the convenience and efficiency of our Outbound Dialer feature today!

Stay Connected: Forward Calls to Your Mobile Device While Offline! 📞

2024-06-13T13:00:00Z

Never miss an important call again, no matter where you are! With our new feature, you can easily forward calls to your mobile device even when you're offline. Follow these simple steps to set it up:

Log into your account and navigate to your profile page.
Make sure you have the “Enable call forwarding” option enabled and
In the settings menu, find and select the “Forward calls when offline” option.
Click “Save Changes” to enable the feature.

As long as you're set as “Available”, you will receive forwarded calls wherever you are.

🛍 Shopify Draft Orders

2024-05-29T08:26:29.698Z

We’re excited to announce that Gorgias now supports Shopify Draft Orders in the ticket sidebar. You can now see the customer’s last 5 pending draft orders directly in the Shopify widget and have greater visibility into the full sales cycle of your customers.

Draft orders can be found in their own section on the widget, below the shopper’s standard orders. They can be easily distinguished by their title “Draft Order {{order number}}”.

Once completed, draft orders will disappear from the sidebar and the non-draft order will appear in Gorgias along with the shopper’s other standard orders.

By providing visibility in shopper’s draft orders, you can now better manage time-sensitive customer requests, provide quicker QA on customer support inquiries from within Gorgias, and reduce duplicate invoices when creating draft orders within Gorgias.

Once you have had a chance to try out the feature, let us know what you think at [email protected]" rel="noopener nofollow" target="_blank">[email protected] or chat us via the chat widget.

Introducing Call Transfer ☎️

2024-05-28T15:38:14.663Z

As part of our commitment to providing exceptional customer experience, we’re thrilled to unveil our newest feature: Agent-to-agent call transfer! This powerful tool enhances agent efficiency and improves customer satisfaction by enabling seamless call escalations.

Seamless Call Transfers for Enhanced Support

Gone are the days of frustrated customers experiencing unresolved issues due to limited transfer options. Agents can now escalate live calls to supervisors or teammates for specialized assistance, ensuring comprehensive support without customers experiencing callbacks or delays. This enhancement fosters a more positive and satisfying experience for our valued customers.

Key Functionalities

Transfer Button: Integrated into the Live Call bar, allowing agents to initiate transfers directly within the helpdesk.
Direct Transfer to Relevant Agents: Agents can swiftly redirect calls to the most relevant team member, ensuring a smoother resolution process.
Hold and Mute Functionality: Shoppers are automatically put on hold and muted during transfers, with hold music playing to ensure a smooth experience.
Initiator Role: The initiating agent stays on the call until the next agent accepts the transfer, ensuring a seamless handover.
Handling Procedure: If the next agent is unavailable, the call will automatically revert to the initiating agent, ensuring no disruption for the shopper.
Event Integration: Call transfer events are seamlessly integrated as voice call event components within the new call UI, providing clear visibility of the transfer activities.

Ensure your shoppers receive the assistance they need without any interruptions. This feature is designed to enhance the efficiency of your support operations and improve the overall customer experience. Learn more.

Interactive Testing in Flows!

2024-05-28T14:29:50.978Z

We're excited to introduce a major update: Interactive Testing and Previewing in Flows.

From the Flow builder, you can now test your Flows as you build them. After saving, either as a draft or published.

Ensure your Flow works as intended before going live.

Test in any language created for the Flow.

No tickets or billing events will be created during testing.

Already subscribe to the Automation Add-on? Learn how to create your first Flow.

Not an Automation Add-on subscriber yet? Speak to an automation expert to learn more about the Automation Add-on.