Additional Gorgias actions

In addition to the handoff action, the Gorgias Utilities app exposes two utility actions you can use within a handoff to set end-user expectations or branch the conversation before escalating.

Check business hours

The Is in Business Hours action returns whether the Gorgias account is currently within its configured business hours, letting you branch between live agent escalation and a deflection or email-fallback path.

To set up the Is in Business Hours action:

1. Add the Gorgias Utilities block with action Is in Business Hours to your answer. The block has no inputs.
2. The block exposes a single boolean output, is_in_business_hours: true if the current time falls within the Gorgias account’s configured business hours, false otherwise.
3. Use the output in an If/Else branch (or equivalent) to route the conversation to live chat or an out-of-hours flow.

Get median first response time

The Get Median First Response Time action returns the median first response time for the Gorgias account over the past 7 days. Use it to set end-user expectations about the live chat wait time before they escalate.

To set up the Get Median First Response Time action:

1. Add the Gorgias Utilities block with action Get Median First Response Time to your answer.

2. Optionally provide a tags input — a comma-separated list of Gorgias tag names — to filter the calculation to tickets carrying any of those tags. Leave it blank to include all tickets.

3. The block exposes three outputs:

   Output	Description
   median_first_response_time_value	The raw median first response time, as a number.
   median_first_response_time_units	The units the value is in. Currently always seconds.
   response_time_message	A friendly, end-user-displayable string: Less than a minute, About 5 minutes, More than 5 minutes, or Not Available.

4. Surface response_time_message to the end user as part of the pre-handoff messaging if desired.