Changelog

We’re continuing to add to Echo’s capabilities, now it can block replies to email tickets by:

• Domain

• Email address

• Subject line

We also gave it a whole load of playbooks to help you with your setup.

Enjoy, and let us what else you want Echo to be able to do!

We’ve been continuing to give your Echo agent more superpowers.

This week we’ve add an ability to process images and attachments.

This means, for example:

• If you need help setting anything up you can share screenshots of your helpdesk setup and it will guide you through step-by-step

• If you want to create a new task, you can just upload an SOP and it will be able to auto convert it

• If you have some brand guidelines/tone of voice, you can upload directly and Echo can convert into Guidance.

Pretty neat eh?

You can read more on Echo’s capabilities here.

We’ve made your Shopify AI agent even more capable now, you’ll now notice a new Task in your “Tasks and Tools”.

It’ll do 2 things:

1. Your Al agent can now better help users to find products in your Shopify store, asking clarifying questions and guiding them to the best product for them

2. Understand your live inventory stock and all possible variants of a product

A customer can come in with a vague question looking for recommendations or share a specific product name/URL to get an instant stock update.

Enjoy and let us know what other tasks you want to see your AI agent performing.

You all seem to be loving using Echo (and if you haven’t tried it yet, try clicking “Ask Echo” in your account).

So we’ve boosted its Intelligence so it can help you even more!

Here’s a quick reminder of what Echo can already do (and expect more coming in the next few weeks…)

In addition to Chat, Email, Form, and Social Media replies, you can now set your AI agent to reply to SMS messages in Gorgias!

Just select the SMS channel dropdown when configuring your agent in Channels.

A small one for the Freshdesk users out there today.

You can now jump in on any Freshdesk ticket to stop the AI agent replying.

And as a 2-for-1, we have also updated the functionality for Freshdesk Tagging so now in addition to choosing Direct or Blocked replies, you can also choose Note replies for any tickets.

Hot on the heels of image reading in Zendesk, Intercom and Freshdesk, we are now releasing image reading in Gorgias too.

Your AI agent can now read and understand the context of screenshots and images shared in messages and emails so it doesn't have to ask the person to describe anything.

AI customer service agents can see images that are shared either in chats, email bodies or as attachments to emails.

It will process the image, and use it as context when answering the user or customer's question

You only pay $0.02 per reply where image reading is used.

Coming soon for other helpdesks.

Read more on Image reading here.

We’ve been continuing to build on Echo’s features and capabilities over the last few weeks and this is probably one of the coolest new features: AI Insights.

You can now ask your Echo agent questions like:

• What were our top 3 problems last week?

• Why did AI resolution drop on 23 May?

• What are the top 3 things I can do to improve AI resolution?

And many more.

Echo can now do on-demand analysis for you, create charts and share insights in a more natural way.

Give it a try today, and let us know what else you want Echo to be able to do

ICYMI: Echo is a powerful new way to interact with the My AskAI platform and features.

Echo is an AI agent built into the My AskAI dashboard that you can use to help you get the most out of My AskAI and your AI customer service agent.

Instead of knowing where to go and how to use our features and dashboard, you can now just ask questions and it will not only tell you how to do things, but it can do them for you.

It's got all the context of our help docs, but also has all the context and understanding of your account.

It can do everything from:

• Search, create, edit or delete custom answers

• Search, edit, publish or unpublish self-learning articles

• Search, create, edit tasks

• Search tools

• Change the privacy of webpages, connector files or uploaded files

• Resync or delete webpages, connector files or uploaded files

• Test your agent's answers

You can read more on Echo here.