Gorgias Updates

Cleaner Contact Form entry point with Contact us button

2024-05-13T14:26:29.198Z

Exciting Update for Merchants! 🚀 We're introducing a game-changing enhancement to our Contact Form entry point page.

Now, instead of displaying the contact form directly, we provide an option for you to hide it behind a sleek "Contact Us" button. This means that shoppers will now explore your Order Management and Multi-Flows first, empowering them to find solutions on their own. When they still need help, they can easily access the contact form with a simple click.

If you’re creating a contact form for the first time, your newly created Contact Form will automatically adopt this new display layout.

For your existing Contact Form, you can easily switch to the new layout by checking the Expand Contact Form feature in Settings > Contact Form > Customization.

This strategic change encourages shoppers to explore before reaching out for assistance, significantly reducing the number of tickets you receive. It's a win-win for everyone!

ℹ️ Just a friendly reminder: This new display option will only be available for merchants with Order Management Flows or Multi-Flows enabled.

📊 Improved Busiest Times Report

2024-05-02T22:07:25.219Z

We have updated the Busiest Times report

It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods.

We have also added support for more metrics! Instead of only displaying the breakdown of tickets created over the days of the week, you can now choose from the following metrics: tickets created, tickets closed, tickets replied and messages sent.

We have also implemented some optimizations that have improved the loading speed of our reports.

We hope you will make the most of these improvements!

Put Customer on Hold during a Call

2024-04-29T21:50:40.355Z

We're excited to announce a new feature that enhances your customers' waiting experience on voice calls: Customer On Hold.
This straightforward enhancement allows agents to seamlessly place a customer on hold during a voice call, during which the customer will hear a waiting music until the agent resumes the conversation. This feature helps mitigate customer frustration and makes the waiting time more enjoyable.

How to get started?

This feature is ready to use with no setup required. On your phone device, you will find a new button: "Hold".
Press this button during a call to activate the on-hold music, and press it again when you are ready to resume the conversation.

This simple yet effective tool is designed to improve both agent efficiency and customer satisfaction.

🔎 Search Match Highlighting

2024-04-29T15:58:49.333Z

We're happy to announce two features that will make your search experience more intuitive: the All tab in the spotlight search and Search Match Highlighting!

From now on, when you search, all the matches will be highlighted within the content or text, making it easy to spot exactly what you're looking for at a glance. No more sifting through results!

We have also added an “All” tab in the spotlight search to allow you to search both tickets and customers in one click!

Search Match Highlighting feature is available in the spotlight search and will be progressively added in other searches in Gorgias.

Happy Searching 🕵️‍♀️

AI-generated articles available for BigCommerce, Magento, and WooCommerce stores

2024-04-29T14:49:57.856Z

We’re thrilled to announce that AI-generated articles are now available for Gorgias users on all ecommerce platforms, including BigCommerce, Magento, and WooCommerce.

This feature uses AI to analyze your account’s most frequently asked questions and draft Help Center articles based on your responses. The feature was originally released for Gorgias users on Shopify, but is now available for all types of stores.

AI-generated articles help you create self-service content in seconds, not hours, to instantly answer common customer questions without any agent effort.

A Help Center full of high-quality knowledge can have an amazing impact when combined with automation features like Article Recommendations and AI Agent, which use Help Center knowledge to resolve customer questions.

You can learn more about AI-generated articles in our original release notes.

Note: This feature is still limited to Gorgias accounts with only one store integration. Multi-store support is set to become available later in Q2.

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 Automate 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!

It's here! The Tickets Panel is now live💫

2024-04-04T13:19:42.511Z

We've been enthusiastically working behind the scenes, closely listening to your valuable feedback every step of the way because we know how important it is to manage tickets, especially when dealing with multiple customers at once. And guess what? The moment you've all been waiting for has finally arrived:

🚀 The new dedicated Tickets Panel is officially live for every one of you.

But let's set the record straight right from the start: this isn't about replacing the old ticket management experience you're accustomed to — think of it more as adding a new tool to your toolbox.

So, what's in store? Let's take a look:

Why should you use the tickets panel? Let's dive in:

👉 Effortless Navigation: Say goodbye to the hassle of bouncing between different tickets. Our dedicated Tickets Panel lets you manage everything seamlessly in one place. [1]

🔍 Customized Sorting: Prioritize with ease! You can sort tickets by last message, last received message, or creation time, giving you full control over your workflow. [2]

👀 Stay Up-to-Date: Handy red notifications let you spot unread messages at a glance, ensuring you never miss a beat in your customer conversations. [3]

And here are some key highlights to keep in mind:

You're in control! Enable or disable the Tickets Panel whenever you please with the toggle in the navigation panel.
Customize to your heart's content! Adjust the width of the panel to suit your preferences.
This new panel complements, not replaces, the existing table view, providing you with even more options to manage your tickets effectively.
You can perform bulk actions on tickets by turning off the new panel and returning to the existing view.
Agents now land straight in their Inbox at the Tickets workspace upon logging in, getting them started on their shift in no time.

Check out our helpful documentation to learn all about the new ticket panel!

Dive into the new Tickets Panel today and uncover a world of improved ticket management capabilities that will boost your agents' productivity and help them excel!

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!

Error management for HTTP step in Flows ✅

2024-04-02T10:44:09.376Z

In the event of an HTTP request failure, shoppers will no longer be trapped in a flow.

The HTTP request step now features two branches: Success, which is triggered when the request is successful, and Error, which is activated when the request fails or returns a status code of 400 or above.

If you possess Flows that utilize HTTP request, they have been updated to incorporate Create ticket steps in case of Error, while maintaining the previous flow in the Success branch.

Need help getting started? Check out this Steps article for detailed instructions.