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SiteGPT can alert your team by email and by push notification on iPhone. This page shows each alert, who gets it, and how to change it.

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Before you start

  • Plan: escalation, new-conversation, and lead emails work on any plan. The weekly digest needs the Growth plan or higher. See Plans and limits.
  • Role: to change escalation and new-conversation emails, you need the Manager role or higher. Any team role can change lead emails. To use Disable lead notifications, you need the Manager role or higher. See Team members.

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All alerts at a glance

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Escalation emails

SiteGPT emails the chatbot owner each time a conversation escalates. To send the emails to other people:
1

Open Human Support

In your chatbot’s sidebar, select Leads > Human Support.
2

Turn on custom recipients

Under Escalation Notifications, turn on Enable Escalation Notifications.
3

Add recipients

In Email Recipients, enter an email address and select Add. Repeat for each person. Add the owner’s address too if the owner should still get the emails.
4

Save

Select Save Changes.
Turning off Enable Escalation Notifications does not stop escalation emails. The chatbot owner still gets them. The page calls the owner the “default recipient”.
These settings are available only when Enable Human Support is on. See Set up human support. The email subject is AI Chat Escalation - <chatbot name> - <visitor name>. The email shows the visitor’s name, email, phone, and lead custom fields, or “Not Provided”. It does not include the conversation. Use View in dashboard to read it. If the visitor gave an email, you can reply to the escalation email to write to the visitor. If the visitor submits the lead form after the escalation, SiteGPT sends the email again with the contact details filled in. SiteGPT does not send the email if the conversation is resolved, taken over, or released to the AI before the email goes out.

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New-conversation emails

  1. In Leads > Human Support, go to New Conversation Notifications.
  2. Turn on Enable New Conversation Notifications.
  3. Optional: in Email Recipients, add the addresses that should get the emails. If you add none, every team member except Agents gets them.
  4. Select Save Changes.
This setting works even when Enable Human Support is off. The email shows the visitor, their email, the first message, the start time, and a link to the conversation.

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Lead emails

SiteGPT emails your team for each new lead. By default, every team member except Agents gets the email. To choose the recipients, see Get each lead by email.
Turning off Enable Lead Notifications does not stop lead emails. It sends them to the whole team, except Agents. To stop lead emails, go to Settings > General and turn on Disable lead notifications, then select Save Changes.
Disable lead notifications stops only the email. The leads webhook and iPhone push still work.

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Weekly digest

On the Growth plan and higher, SiteGPT sends a weekly summary email for each chatbot. It arrives on Monday at about 09:00 UTC and covers the previous Monday to Sunday.
  • Who gets it: team members with the Manager, Admin, or Super Admin role. Agents do not get it.
  • What it shows: conversations, AI replies, visitors, leads, escalations, and unanswered questions, each compared with the week before. It also shows up to 3 questions the chatbot could not answer. On the Scale plan and higher, it shows the top topics.
  • Quiet weeks: if all numbers are zero, SiteGPT does not send it.
  • Unsubscribe: select the unsubscribe link in the email, then confirm. This stops the digest for that chatbot, for you only. Other emails and other team members are not affected. There is no digest setting in the dashboard.
For what the numbers mean, see Analytics.

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iPhone push notifications

The SiteGPT iPhone app sends push notifications for escalations, new leads, and new conversations. To install the app and sign in, see Use the SiteGPT iPhone app. Push notifications go to the chatbot owner and to every team member of the chatbot who signs in to the app. To change which pushes a device gets, open the app and go to You > Notifications. Each setting applies to that device only. If escalation emails go to a custom list, only the owner and team members whose email address is on that list get the escalation push. People on the list who are not team members get the email only. Lead and new-conversation pushes still go to the whole team. For what each push shows, replies from the lock screen, and fixes when pushes do not arrive, see Get push notifications.

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In the dashboard

When a conversation escalates while you have Chat History open, the page shows an alert: “Someone escalated their conversation and wants to talk to a human.” Select Open Chat to go to the conversation.

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Check that it works

  1. In your chatbot preview, ask for a person and confirm.
  2. Check the inbox of each escalation recipient. The email subject starts with AI Chat Escalation.
  3. Submit the lead form with a new test email, for example visitor@example.com. The lead email recipients get a “New Lead Capture” email.
If an email does not arrive, check the spam folder and the recipient rules above.