Playbook: Support operations

Use this playbook when an AI agent is helping a support team review SiteGPT conversations and maintain the support queue.

Required access

Recommended scopes:

sitegpt login \
  --profile support-agent \
  --scope account:read \
  --scope chatbots:read \
  --scope conversations:read \
  --scope conversations:write \
  --scope leads:read \
  --scope leads:write

Add these when the agent must manage tags or delete records:

--scope conversations:delete --scope leads:delete

1. Establish context

sitegpt whoami --json
sitegpt chatbots list --json
sitegpt tags list --json

Pick the chatbot:

CHATBOT_ID=<chatbot-id>

2. Review the active support queue

sitegpt conversations list --chatbot $CHATBOT_ID --status open --json
sitegpt conversations list --chatbot $CHATBOT_ID --escalated true --json
sitegpt conversations list --chatbot $CHATBOT_ID --important true --json
sitegpt conversations list --chatbot $CHATBOT_ID --read false --json

Prioritize:

Escalated conversations.
Important conversations.
Unread conversations.
Failed or negative-feedback conversations, if surfaced in the thread.

3. Inspect a thread

sitegpt conversations get --chatbot $CHATBOT_ID <thread-id> --json
sitegpt messages list --chatbot $CHATBOT_ID <thread-id> --json

Summarize:

Visitor goal
Last user question
Last AI answer
Whether a human should take over
Any missing knowledge that caused confusion
Relevant lead/contact information

4. Apply tags and state

Create tags if needed:

sitegpt tags add "Billing"
sitegpt tags add "Bug report"
sitegpt tags add "Sales"

Assign tags to a thread:

sitegpt conversations update --chatbot $CHATBOT_ID <thread-id> --tag <tag-id> --tag <another-tag-id>

Mark important or resolved:

sitegpt conversations star --chatbot $CHATBOT_ID <thread-id>
sitegpt conversations resolve --chatbot $CHATBOT_ID <thread-id>
sitegpt conversations read --chatbot $CHATBOT_ID <thread-id>

Escalate to human support:

sitegpt conversations escalate --chatbot $CHATBOT_ID <thread-id> --message "A support teammate will follow up shortly."

Return to AI mode after a human support window:

sitegpt conversations switch-to-ai --chatbot $CHATBOT_ID <thread-id> --message "The AI assistant is available again."

5. Maintain leads

List and inspect leads:

sitegpt leads list --chatbot $CHATBOT_ID --status open --json
sitegpt leads get --chatbot $CHATBOT_ID <lead-id> --json

Update lead details:

sitegpt leads update --chatbot $CHATBOT_ID <lead-id> --name "Jane Doe" --phone "+15551234567"
sitegpt leads star --chatbot $CHATBOT_ID <lead-id>
sitegpt leads archive --chatbot $CHATBOT_ID <lead-id>

Bulk archive handled leads:

sitegpt leads bulk --chatbot $CHATBOT_ID --action archive <lead-id> <lead-id>

6. Use messages carefully

Start a new test conversation:

sitegpt messages send --chatbot $CHATBOT_ID "What can you help with?" --json

Send a visitor-style message into an existing thread:

sitegpt messages send --chatbot $CHATBOT_ID <thread-id> "Can I talk to support?" --json

The CLI sends visitor messages. It does not let you impersonate internal agent or system senders.

7. Identify knowledge gaps

When a conversation shows a weak or incorrect answer, capture:

Thread ID
User question
Bot answer
Missing or outdated source material
Suggested new document, link, or Custom Response

Then hand off to the knowledge-maintenance workflow:

sitegpt knowledge custom-responses add \
  --chatbot $CHATBOT_ID \
  --question "Exact question visitors are asking" \
  --answer "Approved answer"

8. Daily support report prompt

An agent can generate a daily report after running:

sitegpt conversations list --chatbot $CHATBOT_ID --status open --json
sitegpt conversations list --chatbot $CHATBOT_ID --escalated true --json
sitegpt leads list --chatbot $CHATBOT_ID --status open --json
sitegpt tags list --json

Report format:

Open conversations count
Escalated conversations count
Unread conversations count
New or important leads
Repeated topics
Suggested Custom Responses or new knowledge documents
Threads that need human review

Safety rules for agents

Do not delete conversations or leads unless explicitly asked.
Prefer resolve over delete for completed support work.
Use --json before making decisions that depend on IDs or nested fields.
When updating tags, remember that repeated --tag values replace the assigned tag set.
Do not claim a customer was contacted unless an external support system confirms it.

​Required access

​1. Establish context

​2. Review the active support queue

​3. Inspect a thread

​4. Apply tags and state

​5. Maintain leads

​6. Use messages carefully

​7. Identify knowledge gaps

​8. Daily support report prompt

​Safety rules for agents