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Gorgias adds a confirmation step before AI chat handovers

Shoppers can choose whether to enter the human queue. Teams can also keep direct handover enabled.

By Stan Consulting Source announcement: September 21, 2026

Gorgias Updates source announcement: Gorgias adds a confirmation step before AI chat handovers
Source page capture: Gorgias Updates. Captured October 2, 2026.

The setting changes how a transfer starts

Gorgias now lets teams ask shoppers to confirm an AI-to-human handover on Chat. Confirmation is on by default; teams can select direct handover in Settings, AI Agent, Chat. Gorgias says explicit requests for a person and cases the AI cannot help with still transfer.

That makes this a customer-experience setting to inspect, especially when a support team has already documented its escalation process.

Fewer transfers are not the only result to watch

Our recommendation is to review the conversation after the prompt. Did the customer receive an answer, enter the queue or leave without resolving the problem? A lower queue count does not, by itself, answer those questions.

Choose a few real support categories for review, such as delivery questions, order changes and requests for a person. Use authorized test conversations and keep test activity out of the business results.

Make the operating choice explicit

Decide whether confirmation or direct handover fits the hours and staffing of the team. Check the waiting message and what a shopper is told when nobody is available.

We recommend reviewing unresolved conversations and repeat contacts alongside handover counts. Record the setting and the date it changed so the next report does not mistake a new prompt for an improvement in service.

For your next work session

What to check next

  1. Check which handover setting is active in AI Agent Chat.
  2. Test an explicit request for a person and a question the AI cannot answer.
  3. Review the queue and out-of-hours messages shown to the shopper.
  4. Compare resolved issues, repeat contacts and abandoned conversations alongside handovers.
  5. Document the chosen setting and review it with the people answering the queue.

Sources and scope

The announced control concerns Chat. Gorgias says requests for a person and cases the AI cannot handle still receive a handover. No claim about a store’s resolution rate or staffing savings has been independently verified here.

The announcement is confirmed by the source below. Practical checks in this article are Stan Consulting's recommendations.

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