Fall 2025 Release
A rock-solid helpdesk, %%ready for BFCM%%
Workflow Essentials
Better prioritization, routing, and collaboration
Prioritize the most urgent conversations
Organize your queues and assignments based on ticket priorities—defined channel, issue type, VIP status, and however else works for you. Learn more.
Deeper automation for more control
Use Ticket Fields as conditions in Rules to organize, tag, and route conversations based on AI-detected Contact Reason and your own custom fields. Learn more.
Smarter call routing
Handle busy-season call spikes with a visual IVR (Interactive Voice Response) system that directs customers to the right place, the first time. Fewer hand-offs, less frustration, and faster resolutions
Agent Productivity
Empower agents to do their best work, fast
Global CX, unlocked
Resolve multilingual tickets instantly with built-in translation. No third-party tools. No scrambling to hire externally. Just seamless support, worldwide.
Full customer context, faster
Our upgraded Timeline now includes AI summaries and a complete history of order data to give you a 360-degree view of the customer in fewer clicks. Learn more.
Browser notifications are here
Never miss another time-sensitive call or chat, even when you’re doing work outside of Gorgias. Learn more.
Multi-Store Operations
Consolidated control for brands with multiple storefronts
Set multiple business hours
Just because your chat is online doesn’t make your phone lines are open. Set availability settings are tailored to each of your channels, stores, and regions. Learn more.
Manage all your stores in one place
Easily connect, view, and manage each of your Shopify, BigCommerce, and other stores in one place. Plus, associate email addresses, social accounts, chat integrations, and more with each. Learn more.
Filter your Views and Reports by Store
Create Store-specific Views (without workarounds) to help agents focus and avoid mix-ups. Plus, break down stats by store to better understand how each of your teams perform. Learn more.
AI Agent
Expand your impact with AI Agent
Tag Actions in Guidance for more control
Design end-to-end flows in one place so AI Agent knows exactly what to say, when to act, and how to handle multi-step, complex scenarios.
Understand AI Agent's resoning
AI Agent’s responses are no longer a black box. You see exactly which resources it pulled and why it answered the way it did, giving your team complete clarity.
Drive more sales with smarter recommendations
Promote or exclude products from your Shopping Assistant recommendations. Show your customers the products that move the needle most: high margin, high inventory, or your newest arrivals. Learn more.
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