Fall 2026 release
AI Agent now answers on social in a voice you tune for every channel. Gaia works alongside your team, Skills take action, and new reports show how it all performs.
One setup covers every channel, from DMs to email. Test it before it goes live, then watch it deliver accurate, on-brand conversations, everywhere.
Your brand voice was never one paragraph, and the settings shouldn’t be either. Set your base tone once, then fine-tune it by channel. Write your own greetings and sign-offs, block phrases you’d never say, and choose exactly which emojis make the cut.
Work smarterAI Agent works with your shoppers. Gaia works with your team, from setup to everyday ticket work. And with AI coverage, you decide exactly which topics AI Agent takes on.
Gaia Hub is your new home page. Keep a pulse on the metrics you care about and ask Gaia anything to get the ticket context behind the numbers. Set up a Routine so you ask once, and the answers are waiting for you when you open Gorgias.
Gaia reviews conversations to identify patterns and surface opportunities
Connect your store and Gaia takes it from there. It drafts your tone of voice, builds your first Skills with you one question at a time, and tracks your progress so you can pick up where you left off. Nothing goes live until you publish it.
Open Gaia next to any ticket to summarize a long thread, tag and assign it, or ask how last week went. Need a new rule or macro? Describe it, and Gaia drafts it for you.
Copy the link and your teammate sees your full investigation: what you asked, the Skills and tickets Gaia checked, and what it found. It’s read-only and stays inside your account.
See every intent, its ticket share and handovers on one page. Link a Skill to tell AI Agent exactly how to respond, let it answer from your knowledge, or hand the topic to your team.
Drop actions into any Skill, from refunds to address updates, and AI Agent runs them at the right step. App not connected? Connect it in the panel and keep building.
Fill both action steps to watch AI Agent run this skill.
One tap on “More like this” and shoppers get similar products to compare in the same conversation. No strong match? AI Agent asks what matters most.
Field Jacket$148Here's the Field Jacket in olive. That's the closest match I found.
Here's the Field Jacket. Tap below for look-alikes in lighter shades.
The shopper leaves. Sale lost.
Utility Jacket$132
Chore Coat$118
Canvas Jacket$126
Waxed Jacket$185
Quilted Liner$98Support reporting now fits in three reports: Overview, Channels and Help Center. Break results down by agent, channel or SLA without exporting a single CSV.
By agent, channel or SLA. Pick your columns and sort by any of them.
Email, Chat, Voice, SMS and Social, each with the metrics that fit it.
Pinned metric cards and default filters wait for you next visit.
Choose which intents AI Agent is allowed to handle. Link a skill to an intent and AI Agent will use that skill when the intent is detected in a ticket. If a skill is not linked to an intent, AI Agent will search your knowledge for answers instead. When a handover topic is detected in a ticket, it will always hand over to your team.
Answer every DM the moment it lands
Shoppers on Instagram, Facebook and WhatsApp expect a reply right away. AI Agent now answers there, using the knowledge, tone of voice and settings you’ve already built.
Support that never logs off.
Customers ask “where’s my order?” and get tracking, delivery dates and address changes in seconds. No switching channels, no waiting until Monday.
Turn DMs into carts.
When a shopper asks “what’s good for sensitive skin?”, AI Agent answers with a product recommendation they can add to cart without leaving the DM.
Your voice, tuned for social.
DMs shouldn’t sound like a support email. Give social its own tone of voice so replies stay short and conversational without losing the detail shoppers came for.