Gorgias Updates

Column headers remain in place when scrolling in a View

2024-04-15T14:14:12.733Z

Views provide a great way to guide your workflow, directing you to handle tickets in a specific order - starting with one View before moving on to others. Therefore, improving the user experience for Views is very important to us at Gorgias as we strive to be agent-obsessed. An improvement we’ve made to the Views experience is that now when you scroll down on a View, the column headers will remain visible. This way you don't have to keep scrolling up and down to remember what each column title is.

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.

Onboarding flows for campaigns users

2024-03-27T17:28:17.793Z

Introducing a Seamless Onboarding Experience for Campaigns!

We're thrilled to unveil an enhanced onboarding journey!

For Convert Subscribers we created a guided Onboarding journey ensuring you have: 1️⃣ Shopify Store Verified 2️⃣ Chat Integrated with Shopify 3️⃣ Campaign Bundle Installed 4️⃣ Personalized Top 3 Campaign Recommendations, ready to activate instantly.

This simplified process ensures you'll be launching campaigns effortlessly! 🚀

Major Performance Boost in Analytics Reports 🚀

2024-03-12T15:33:21.362Z

Reports now load between 1.5x and 5x faster!

Exciting news, our reporting page just got a major speed boost! We have heard your feedback and have worked hard to implemented some game-changing optimizations that have significantly boosted the performance of our reporting pages.

Loading times are now a lot faster, meaning you can access critical data in a swiftly.

Check it out and experience the difference firsthand! 🏎️

You can now create more than 4 ticket fields!

2024-03-11T17:01:42.994Z

Ticket Fields are customizable ticket properties that allow you to summarize a conversation in a structured way to get actionable insights that will help you improve the buying experience, spot quality issues faster, reduce costs, and boost revenue. Today, we are introducing the ability to activate up to 25 ticket fields at one time.

Ticket fields specifications:

An account can have a maximum of 25 active ticket fields at a time.
You can change the order in which ticket fields appear in a ticket by going to the ticket fields settings page.
Fields are set up for the entire account on all tickets (existing and new ones).
Fields can be made mandatory to close a ticket.
Ticket fields won't impact your existing Tags configuration - you'll be able to use ticket fields instead of or in addition to Tags.
Ticket fields can only be archived, not deleted and, when you archive a field, tickets that already have a value associated with it will be saved, in case you want to unarchive the field later on.
You can search for any option or category using the search option in the dropdown menu and you'll see all the available choices.

Use help center and contact forms in your rules & views

2024-01-16T14:38:47.509Z

We know that many of you have multiple Help Centers and Contact Forms, and you want an easy way to build rules or views to differentiate tickets from different sources.

We've heard you loud and clear! 🚀 We're happy to announce an enhancement that would give you more power to apply advanced logic in views and rules. Now, you can directly use the names of your Help Centers and Contact Form as filters in rules and views, tailoring your support process with more precision.

Below is an example of how you could use Help Centers and Contact Forms as conditions of rules. Select Message Integration and find the name of the right help center or contact form you’d like to use.

Similar example, you can also use Help Centers and Contact Forms as conditions for views. Select Integration and find the name of the right help center or contact form you’d like to use.

As always, feel free to explore this feature, and don't hesitate to reach out if you have any questions or feedback.

Introducing Voice Call Events 🌟

2023-12-19T11:57:59.518Z

We’re excited to elevate your new voice ticket layout with the addition of voice call events.

What is the key improvement?

You can now track the progress of each voice call through detailed event logs. Quickly identify who answered, and who declined, also spot any missed calls. Everything is well-organized with timestamps, giving you a complete timeline.

For additional information, please refer to our documentation.

Chat transcript improvements 📝

2023-12-19T09:16:15.204Z

Great news!

Our latest update gives you more control over Chat transcripts with a new setting that allows you to disable it. Plus, we fixed the issue that created a separate thread when customer would reply to it.

❓ What’s new

Control Over Chat Transcripts: Decide whether chat transcripts should be automatically if your customer did not see the last message from your team.
Reduced delay: We reduced the time to send the transcript from 1h to 30min.
Seamless Communication: We've streamlined the process by linking users' replies directly to the original ticket. This enhancement ensures a more coherent and efficient communication flow, making it easier for both users and support agents to keep track of ongoing conversations.

❓How to Update Your Preferences

Navigate to the Preferences tab.
Locate “Connect Email” section.
Select which email sends the messages and toggle ON / OFF the chat transcript option
Save your changes.

ℹ️ Please note that turning off the chat transcript will have no impact on the offline capture confirmation as well as the satisfaction surveys also sent by email.

Campaigns just got a visual polish! 🧼

2023-12-06T16:59:53.546Z

Exciting news! We just released a small update to the visual design of Chat Campaigns. There are no functionality changes — your Campaigns will continue to work as normal.

What changed, exactly?

Chat Campaigns now have an updated design to match the new Chat design released earlier this year.

Here’s an example of a Chat Campaign with the updated look:

If you have multiple Campaigns running simultaneously on one page, they will now become a stack (instead of all appearing on the page, which crowds the screen). Here’s an example:

Finally, here’s an example of a Chat Campaign with a product card and an Add To Cart CTA (only available to Gorgias Convert customers):

Why did we make this change?

Earlier this year, we updated the visual design of Chat to be more mobile-friendly, modernize the interface, and improve your shopper’s experience.

Now, we’re updating the visual design of Chat Campaigns to match, giving your customers a more consistent experience and upgrading the look of your Campaigns.

Who does this impact?

The updated look is live for all Chat Campaigns, including advanced Campaigns sent with Convert as well as basic Campaigns.

Head to Settings > Chat > [Select a Chat] > Campaigns to view and manage your active Chat Campaigns.

What do I need to do?

Nothing! No action is needed from you.

These changes are subtle, but we know every single pixel on your website is important so we want to give you a heads-up about this change.

Introducing our new Voice Ticket Layout!

2023-11-16T15:53:03.630Z

🎉 Introducing our new and improved layout for voice tickets 🎉

🔍 Key Improvements:

Call Clarity: Easily discern the nature of your calls – whether they are incoming, outgoing, answered, or missed – at a glance.

Initiator Insight: Instantly identify who initiated the call and who answered it. Understanding the flow of communication has never been this straightforward.

Unified Information: Seamlessly attach call recordings and voicemail to the rest of your call information. All relevant data is consolidated in one place, making it easier than ever to access and analyze.

🚀 Why the Redesign?

We understand the importance of transparency and efficiency in your daily operations. Agents need to be able to easily parse through a ticket and understand exactly what happened up to this point.

Our redesigned interface empowers you with a holistic view of your voice interactions, enabling you to navigate calls effortlessly and make informed decisions.