Gorgias Updates

www.gorgias.com

📱 AI Agent on Socials is now generally available

by Emily Hooker

AI Agent now answers shoppers on Instagram DMs, Facebook Messenger, and WhatsApp. After running in beta, AI Agent on Socials is now available to all AI Agent customers. It uses the same knowledge, skills, guidance, actions, and settings

🛡️ Control what AI Agent handles from one place with AI Coverage

You can now see and control what AI Agent handles, and what it hands to your team, on a single page: AI Coverage (formerly Intents). Why it matters These controls used to be scattered. Intent settings sat inside Skills, where many

🔗 Reference skills, guidance, and Help Center articles inside your skills

You can now reference another skill, guidance, or Help Center article from inside any skill or guidance. AI Agent pulls in that content when it reaches that step, so you write each process once and reuse it everywhere. Why it

Choose how AI Agent hands over to your team

by Juliette Quersin

You now have a choice in how AI Agent hands conversations over to your team on Chat: shoppers can confirm before the handover happens, or the handover can start right away as before. How it works With confirmation on (the default), when

Choose how AI Agent hands over to your team

🔍 See exactly why an AI Agent action failed — and let Gaia leverage it

by David Benayoun, Senior Product Manager

You can now see exactly why an action succeeded, partially succeeded, or failed, right where you need it. Event logs are clearer: each event now opens with a plain-English summary, a natural-language explanation of the outcome, and the

💬 AI Agent is now available on WhatsApp in beta

by Giuseppe Lumia

Handle customer support conversations on WhatsApp using your existing knowledge, policies, tone, and settings for on-brand, conversational replies. Current limitations: Shopping Assistant is not supported. Shoppers cannot yet verify

🖇️ Manage Actions directly inside the Skill editor

by David Benayoun, Senior Product Manager

You can now manage Actions without ever leaving the skill you're editing. A new Actions tab lives right in the side panel — a full workspace to view, search, create, edit, and copy actions — with a few upgrades built in: Recommended

Shoppers can now explore similar products with one tap on chat

by Juliette Quersin

Shoppers can now explore similar products in a single tap — without leaving the chat. When AI Agent recommends a product, shoppers see a “More like this” icon. Tapping it surfaces a handful of similar products in the same conversation, so

Shoppers can now explore similar products with one tap on chat

Changes to website sync for AI Agent

by Nikhil Samuel

Starting today, you can re-sync your store website and single-page URLs as knowledge for AI Agent once every 30 days instead of once a day. Gorgias reads the public pages of your store to help AI Agent answer questions about your products,

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