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Use this playbook when an AI agent helps a support team work through SiteGPT conversations and leads. For how AI mode, human mode, and escalation work, see Conversations and human handoff.

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Before you start

  • Plan: the Growth plan or above for CLI access. See Plans and limits.
  • Access: a CLI login with these scopes. sitegpt login with no --scope includes them all.
    Add --scope conversations:delete --scope leads:delete only if the agent must delete tags, conversations, or leads.

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Steps

1

Pick the chatbot

2

List the conversations that need attention

Work in this order: escalated, then important, then unread, then the other open conversations.
3

Read each conversation

The CLI calls the conversation ID <thread-id>.
Note the visitor’s goal, the last question, and the last answer. Note if a team member should take over. Note any answer with a NEGATIVE reaction, and any contact details the visitor gave.
4

Tag the conversation

Create tags if they do not exist yet:
Assign tags. The --tag values replace all tags on the conversation, so include the tags it already has.
5

Star, resolve, or mark as read

Resolve finished conversations. Do not delete them unless the user asks.
6

Escalate, or return to AI mode

To send a conversation to human support:
To give it back to the AI:
Both commands fail on a resolved conversation. escalate also fails while a team member has taken over the conversation, unless it is already escalated.
7

Update leads

Archive leads that the team has handled:
8

Record content gaps

For each weak or wrong answer, record the conversation ID, the question, the answer, and the missing content. If the team approves an answer, add it as a custom response:
This command needs the knowledge:write scope. For larger gaps, use Keep a chatbot’s content up to date. See also Fix a wrong answer.
The CLI sends every message as the visitor. It cannot reply as a team member. sitegpt messages send is for tests only. To reply to a visitor, use the dashboard. See Reply to visitors and take over conversations.

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Check that it works

Run the lists from step 2 again:
Conversations that you resolved no longer show with --status open. Conversations that you marked as read no longer show with --read false.

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Hand back to the human

Report:
  • The number of open, escalated, and unread conversations.
  • New and starred leads.
  • Topics that came up more than once.
  • Conversations that need a team member.
  • Suggested custom responses and new content.
Do not say that a customer was contacted unless another support system confirms it.