Identifying Chat MessagesUpdated a year ago

Priority chats (top 6)

To help with prioritisation Gorgias has an in built priority chat list at the top of your sidebar.

This shows the 6 most recent chat-type* tickets that are unassigned or assigned to you.

Depending on your notification/availability/assignment settings, new messages in these tickets may trigger a notification.

*A chat-type ticket is a ticket that includes a message received by chat, Instagram direct message or Facebook messenger or any 1-1 direct messaging channel.

Current URL

If not blocked Gorgias will display the page the customer was on when a message is sent. This is very useful to agents as it gives insight into customer intent.

For example, if a customer is chatting to you the from the refunds page they may be considering requesting a refund.