Gorgias: New Chat Business Hours & Macro Suggestion Beta

As mentioned in May, Gorgias made some improvements for auto-responders during chat business hours. They also excitedly announced the beta of their upcoming macro suggestion feature. However, they’re still working on migrating their infrastructure to multi-regional clusters to ensure that the #1 help desk tool for Shopify remains on a high level as Gorgias grows.

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Chat Business Hours

They’ve updated the behavior of the auto-responder for Chat, Facebook Messenger and Smooch integrations. The auto-responder is not related to support agents’ availability anymore, but will instead behave differently depending on whether you’re currently during your business hours or not.

During business hours: If a new ticket is created by a customer message and no one answers after 30 seconds, an automatic reply will be sent to the customer. You can choose among the following four options:

Outside of business hours: If a new ticket is created by a customer message, an automatic reply will instantly be sent indicating the waiting time until an agent will be available (based on your business hours).

Macro Suggestion Beta

Gorgias will launch the new macro suggestion beta fairly soon! It will suggest the most relevant macro to reply to a ticket. To join the beta, simply classify your macros with an intent.

Currently, they’re (still) working on Instagram ad comments, view sharing, and improved search. Additionally, you’ll soon enjoy cross pages bulk actions, Emojis in view titles, and bulk apply macros.

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