Improved AI Agent settings: Easier to manage, easier to grow

Brands like yours are doing incredible things with AI Agent. In less than a year, over 2,000 brands have started using it to automate support, reduce resolution times, and deliver faster replies to customers.

Starting today, you’ll notice a new look in your Gorgias account: the Automate tab (⚡) is being repurposed into a dedicated AI Agent tab (✨).

This update makes it easier to set up, optimize, and manage your AI Agent, while laying the groundwork for an upcoming feature—AI Agent for Sales.

What’s new:

The AI Agent tab is easier to navigate

We’re making it simpler to manage your automation strategy, with clearer areas to manage the different elements of AI Agent. Now, you’ll know exactly where to go to upload knowledge, test a query, or adjust channel settings.

Refreshed performance metrics

In the AI Agent Overview page, you’ll now see refreshed metrics to give you an overall understanding of your Automation, as well as a zoom-in on AI Agent’s contribution.

Depending on your setup, you will also see AI Agent’s CSAT, as well as new metrics:

  • GMV influenced: the amount of your brand’s overall revenue that involved a pre-sales conversation with AI Agent

  • Coverage rate: the percentage of all interactions AI Agent attempted to handle

To improve those metrics, you can follow the setup checklist and dive into the resources below the metrics

Your other Automate features have moved

Flows, Order Management, and Article Recommendations are now located under Settings > Productivity—where they’re easier to configure and maintain. You can easily deploy these features across your Chat, Help Center and Contact form in the Channels tab. You can also manage them for each store using the dropdown selector.

With a more focused experience, you’ll spend less time digging through tabs, and more time getting value from AI Agent. Whether you’re optimizing for support or exploring AI Agent’s upcoming sales skills, this update makes it easier to take full advantage of AI Agent for your brand’s growth.