Chat campaigns, shopify action and new keyboard shortcut

2018-11-01T01:58:00.001Z

We’ve made a few improvements with the chat campaigns, shopify’s edit last order shipping address action and we added a new keyboard shortcut! See the details below or check out the video.

Chat campaigns

When a message on the chat is initiated by a campaign it is now visible by the
agent as well. Basically it’s easier to know what campaign triggered the initial customer message - this should help the agent have a better context of the conversation.
When all your agents are offline (on chat) we are no longer displaying the campaigns. This should make agent’s life easier when dealing with lots of chats creating during out-of-office hours.
Small bugfix for campaigns that where displayed with a timeout.

Edit last order shipping address

Now when you use the “Edit last order’s shipping address” Shopify action in macros you can also edit the customer’s name. Previously it was only possible to do this in the Shopify backend.

Internal note keyboard shortcut

For keyboard shortcut fans: you can now switch to write an internal note by typing i. Check out all the keyboard shortcuts by typing ? or shift + / on your keyboard.

https://www.youtube.com/watch?v=aI-fR7xlyuI

Update on the satisfaction surveys: next week we’ll deploy the first version. Stay tuned and happy customer supporting.

New integration: smile.io + many small bug fixes and improvements

2018-09-11T23:26:00.001Z

You may have heard about our new Smile.io integration here as one of the latest new releases. At Gorgias we’re trying to get to you as many features as we can, but we also have to do some less exciting maintenance and bug fixing as part of the natural cycle of software development.

These past 2 months we’ve been focusing on precisely that: bug fixes for all our integrations and delivery/incoming messages and Rules. These may not be the most visible of achievements, but we’ve spent a significant amount of effort in making sure you never lose a customer message. We’ve added extra tests, checks, and alerts to achieve this. We are hopeful that with these changes, you’ll never miss a message again.

Bug fixes aside, there are a few small, but notable improvements to Views and Rules:

Rules: message body operators are now case-insensitive - meaning that you don’t have to write Refund and refund anymore as keywords.
Also in Rules: we’re now using only the top part of the email message - not the whole email contents as we did before. This means that the keywords you set up in your Rules should no longer match with previous email threads (like agent replies).
Views: we now have a new filter for Tags, Integrations, and Channels. The new is one of filter allows you to filter by multiple items at a time, similar to what we had in Rules for quite some time.

https://www.youtube.com/watch?v=4Ol9ojJWJY4

Also now when you update the chat settings, previously we had a 5 minute timeout before changes were taken into effect on your website. Now the changes to the chat are almost instantaneously reflected on your website.

Gorgias Updates

Chat campaigns, shopify action and new keyboard shortcut

New integration: smile.io + many small bug fixes and improvements