# Gorgias integration, new insights agent and App updates

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## New Features

Take a tour of the latest updates in our interactive demo below! 

{% embed url="<https://app.storylane.io/share/t6wplvx2undn>" %}

Learn more about the new features in the following overviews.

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For further information on getting access to the features described in this update, please contact your parcelLab representative.
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## <i class="fa-link">:link:</i> Connect

### Gorgias Integration

parcelLab's Gorgias integration streamlines support workflows by delivering real-time order and tracking information directly in the Gorgias interface. Without needing to switch platforms, customer service agents can easily provide customers with the latest order status information and decrease time to ticket resolution.

<a href="/spaces/-LPf1Lv1YUuLYva6LrXQ/pages/orqU82znuvSOA0pUQyMr" class="button primary">Learn more</a>

<figure><img src="/files/n1oKhtQdAhnaQHENG4kZ" alt="Gorgias platform showing an open ticket with the customer&#x27;s order status information in the parcelLab widget in the ticket sidebar"><figcaption></figcaption></figure>

## <i class="fa-chart-simple">:chart-simple:</i> Insights

### Insights Agent

The Insights agent is now available for all parcelLab App users! Get a summary of your reporting data in a highly readable and shareable format, with actionable tips for immediately fine-tuning your post-purchase configuration in the app. Access your AI-powered insights in the Emails Report or using the Copilot prompt menu.

<a href="/spaces/-LPf1Lv1YUuLYva6LrXQ/pages/R4l6jxZnmQBuoq7sEApm" class="button primary">Learn more</a>

<figure><img src="/files/zTaJZRt0T4sn5DKnIFLp" alt="Insights agent email report summary"><figcaption></figcaption></figure>

***

{% tabs %}
{% tab title="Improvements" %}

#### <img src="/files/JdaC4QFP49nPhxJ5EBXF" alt="" data-size="line"> parcelLab App

* Updated landing page now has a tracking search field to simplify workflow for troubleshooting order-related issues. &#x20;
* Improved A/B test configuration allows the selection of individual messages within a message type, while the listed message test variants are grouped by language, enabling easier configuration of localized A/B test variants.&#x20;

#### <i class="fa-clipboard-list">:clipboard-list:</i> Smart Survey

* Published surveys can be duplicated to ease re-creation and editing of previously used survey structure and content. &#x20;

#### <i class="fa-clock-nine">:clock-nine:</i> Promise

* Configuration of delivery methods have been updated with the following improvements:&#x20;
  * Regions can be added when configuring delivery methods.&#x20;
  * The list of carriers now includes the technical name, which enables better clarity for accounts that use multiple services offered by one carrier.&#x20;

#### <i class="fa-arrows-rotate-reverse">:arrows-rotate-reverse:</i> Returns Portal

* The Returns Portal supports a variant filtering mode for Shopify exchanges that only shows variants with current prices matching the original purchase price (within a difference of $0.50).
* The Retention Offer feature now supports gift cards as a compensation method, providing customers more flexibility when choosing a refund.

#### &#x20;<i class="fa-bullhorn">:bullhorn:</i> Campaign Manager

* "Opt-in required" field has been added to the Audiences section of the App to allow users to create campaigns targeting only opted-in users.

{% hint style="info" %}
Please contact your parcelLab representative to ensure opt-in data is correctly synced with parcelLab before use.
{% endhint %}

#### <i class="fa-sparkles">:sparkles:</i> Copilot

* Copilot option has been added to the local navigation pane for the App landing page to allow increased visibility and access to Copilot.
* "Clear chat" option has been added to the Copilot interface to allow users to reset chats without needing to type a prompt.

#### <i class="fa-bag-shopping">:bag-shopping:</i> App Store

* Related apps and recipes are now shown on partner app detail pages for easier discovery of relevant integrations and use cases.

#### <i class="fa-chart-line-up">:chart-line-up:</i> Analytics

* The Claims report now shows returns data as well as outbound trackings by default, which users can toggle between via the top-level Return filter.
* Improved the returns analytics experience for Shopify users by removing the Network Monitoring and Registrations reports to ensure only relevant insights are displayed (for example: the Shopify Returns report) and allow quick and efficient monitoring of returns KPIs.
* Increased the automatic refresh interval for Premium Analytics (beta) and analytics embedding views to 30 minutes to reduce the frequency of session resets and preserve applied filters and navigation.
  {% endtab %}

{% tab title="Fixes" %}

* Fixed an issue preventing image uploads to emails in the Messages section of the App, ensuring proper file handling and clear error feedback.
* Fixed a bug where the Public Email, Test Email, and Alert Email fields were incorrectly shown as optional instead of mandatory in the Shops section of the App.
* Fixed an issue where switching accounts did not properly refresh the page and show data from the newly selected account.
* Fixed a bug where the survey settings side panel closed after entering the first character.
  {% endtab %}

{% tab title="New Carriers" %}

#### Outbound Carrier Integrations

<img src="/files/YHufvvZob6h4lg5QWHBx" alt="Clicklink UK logo" data-size="line"> Clicklink

<img src="/files/sIOx1gRbiFb16bZPlcIm" alt="Roadie logo" data-size="line"> Roadie

<img src="/files/DaSm1jNUQji1L3QGroO3" alt="WLS Logistik logo" data-size="line"> WLS Logistik
{% endtab %}
{% endtabs %}

## Latest Documentation Updates

We update our documentation regularly so be sure to check the latest pages here to help you get started with new features.

{% tabs %}
{% tab title="New Pages" %}

#### <i class="fa-bag-shopping">:bag-shopping:</i> App Store

* [Gorgias](/docs/platform/app-store/gorgias.md)
  {% endtab %}

{% tab title="Updated Pages" %}

#### <i class="fa-bell-concierge">:bell-concierge:</i> Service

* [Customer Service Guide](broken://spaces/-LPf1Lv1YUuLYva6LrXQ/pages/lRWJkUu7vDGR6cT8Il4F) - updated to include tracking search function on App

#### <i class="fa-clipboard-list">:clipboard-list:</i> Smart Survey

* [Using Smart Survey](broken://spaces/-LPf1Lv1YUuLYva6LrXQ/pages/LsXc19nIZzLWnEQ2rq9h) - updated to include duplicate option in survey editor

#### <i class="fa-sparkles">:sparkles:</i> Copilot

* [Using Copilot](broken://spaces/-LPf1Lv1YUuLYva6LrXQ/pages/LYl3q22lSdJjynkOslfO#deleting-your-copilot-chat-history) - updated to include Clear chat option in Copilot interface

#### <i class="fa-bullhorn">:bullhorn:</i> Campaign Manager

* [Using Campaign Manager](broken://spaces/-LPf1Lv1YUuLYva6LrXQ/pages/abK61oz7U6jUXFa2Hfkl#audience-builder) - updated to include Opt-in required option in audience builder

#### <i class="fa-chart-line-up">:chart-line-up:</i> Analytics

* [Claims Report](/docs/platform/overview/trackings-insights/claims-report.md#claims-report-features) - updated for returns and trackings data available by default

#### <i class="fa-arrows-rotate-reverse">:arrows-rotate-reverse:</i> Returns

* [Retention Offer](/docs/retain/returns-portal/features/retention-offer.md) - updated for returns and trackings data available by default
  {% endtab %}

{% tab title="parcelLab Guides Updates" %}

#### <img src="/files/JdaC4QFP49nPhxJ5EBXF" alt="" data-size="line"> parcelLab App

* [parcelLab App Overview](https://how.parcellab.works/guides/getting-started/parcellab-app-overview)
* [Find a Tracking](https://how.parcellab.works/guides/trackings/overview/view-tracking-records/filters)
* [Voucher Codes](https://how.parcellab.works/guides/admin-and-settings/voucher-codes)

#### <i class="fa-wand-sparkles">:wand-sparkles:</i> Experience Design Automation

* [A/B Tests](https://how.parcellab.works/guides/experience-design/automation/a-b-tests)
* [On Demand Messaging](https://how.parcellab.works/guides/experience-design/automation/on-demand-messaging)
* [Audiences](https://how.parcellab.works/guides/experience-design/setup/audiences)

#### <i class="fa-clipboard-list">:clipboard-list:</i> Smart Survey

* [Create Surveys](https://how.parcellab.works/guides/experience-design/automation/smart-survey/create)

#### &#x20;<i class="fa-clock-nine">:clock-nine:</i> **Promise**

* [Delivery Methods](https://how.parcellab.works/guides/promise/delivery-methods)

#### <i class="fa-arrows-rotate-reverse">:arrows-rotate-reverse:</i> Returns

* [Return Reasons](https://how.parcellab.works/guides/returns/return-reasons)
* [Preview and Publish Setup](https://how.parcellab.works/guides/returns/preview-and-publish-setup)

#### <i class="fa-sparkles">:sparkles:</i> Copilot

* [Copilot](https://how.parcellab.works/guides/copilot/overview#deleting-your-copilot-chat-history)

#### <i class="fa-chart-line-up">:chart-line-up:</i> Analytics

* [Claims Report](https://how.parcellab.works/guides/trackings/trackings-insights/claims-report)
  {% endtab %}
  {% endtabs %}

## Explore More Features

View more features added to the parcelLab platform here.

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[Previous Releases](/docs/whats-new/archive/previous-releases.md)
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