Join us for Moments That Matter: Meet the Modern Helpdesk
September 10 at 12PM EST.
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Gorgias public roadmap
Built With You. Built for Commerce.
Discover what we are launching next to help brands automate smarter, sell better, and grow faster.
2026 themes
Our 2026 focus areas guiding how we build
Win with conversations that drive sales
Turn every customer interaction into a revenue opportunity with AI-powered product recommendations, offers, and proactive engagement.
Win with high-quality conversations
Deliver fast, accurate, and brand-aligned responses by combining human expertise with AI that learns from your guidance.
Win by scaling efficiently and cost-effectively
Automate repetitive work, reduce cost to serve, and manage higher conversation volumes without adding headcount.
Win with one platform for every conversation
Unify every channel, customer detail, and workflow into a single platform so your team always has full context.
Where conversations become revenue
We’re redesigning the entire chat experience into a modern, high-converting commerce surface. From discovery to checkout, conversations become the fastest path to purchase.
Chat 2.0: modern, mobile-first, shoppable chat experience
Product cards, cart management, and checkout in chat
“More like this” instant product discovery
Intelligent Shopify discount awareness in conversation
Review-backed recommendations and social proof
Image-aware product recommendations
Proactive conversation starters on homepage, collections, and PDP
Higher conversion. Fewer clicks. End-to-end commerce inside the conversation.
Clearer answers. Better resolution. Trust at scale.
2026 is the year of AI Agent maturity. We’re raising the quality bar with stronger knowledge control, deterministic variables, and sub-10-second responses powered by our new architecture.
Centralized Knowledge & Insights Hub
Expanded guidance variables beyond Shopify
Proactive knowledge improvement recommendations
On-brand tone of voice controls per channel
Ticket replay and real-world debugging tools
Faster replies. Fewer handoffs. AI teams can understand, control, and continuously improve.
Spend less time managing systems. More time serving customers.
As automation increases, human teams focus on meaningful moments. We’re modernizing the workspace and strengthening reporting so AI becomes predictable, scalable, and easier to manage.
Helpdesk 2.0 workspace redesign
Broader, safer end-to-end Actions with safeguards
Revamped AI Agent reporting and dashboards
Public reporting API as a single source of truth
Shopify metafields as actionable signals
Custom agent statuses and per-integration business hours
Less manual work. More automation. Enterprise-grade reliability and visibility.
Meet shoppers wherever they are.
Conversations shouldn’t restart. Context should follow the shopper across channels and moments.
AI Agent on Instagram & Messenger
AI Agent on TikTok & Whatsapp
TikTok Shop messaging with full order context
Clear, optional, reversible AI-to-human handovers
Unified messaging foundation across web, email, and social
Shared context. Seamless AI ↔ human transitions. A single AI brain across every channel.
Give us your feedback
Your input helps our teams build a better product. Request features, suggest improvements, or share what’s working well.