A few weeks ago, we have released a feature called "macro intent" allowing to label macros with the customer intent it addresses.

We are now updating this concept of customer intent with a new feature. Now, each time a message is received through Gorgias, we will automatically try to determine the intent of the message and add a special tag accordingly.

Intent tags include "tracking update", "order cancellation", “exchange request” and many more!

You can use this special tag in “rules” to greatly simplify how you auto-reply to customer messages.