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Your team answers visitors from Chat History in the dashboard. You can reply, take the conversation from the AI, give it back to the AI, and resolve it. For how these states work together, see Conversations and handoff.

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Before you start

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Find conversations that need you

  1. In your chatbot’s sidebar, select Chat History.
  2. Select the Attention view. It lists open conversations that are escalated, have an unread visitor message, or have negative feedback.
  3. Select a conversation to open it.
Escalated conversations show the Escalated badge. For all views and filters, see Review conversations.

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Reply to the visitor

1

Write your reply

At the bottom of the conversation, type your message in Reply as an agent….
2

Send

Select the send button.
When you reply, the conversation switches to human mode. The AI stops answering in this conversation. The visitor sees your reply in the chat. Replies from Chat History reach visitors who chat in the website widget. They do not reach visitors on Slack, Messenger, and other connected channels. Reply to those visitors in that tool. See Integrations. A reply alone does not lock the conversation. The visitor can still select Continue with AI to go back to the AI. To stop this, take over the conversation.

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Take over the chat

Take over when you want the AI fully out of the conversation.
  1. Open the conversation in Chat History.
  2. At the top of the conversation, select Take over the chat.
While you hold the conversation:
  • The AI does not reply. If an AI answer is being written when you take over, it stops.
  • The visitor sees “A human agent has joined the conversation”.
  • The visitor cannot switch back to the AI. The Continue with AI button does not show.
  • The visitor’s messages still arrive in the conversation.
Taking over does not send escalation emails and does not mark the conversation as escalated.

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Release to AI

When you finish helping and the visitor may have more questions, give the conversation back to the AI.
  1. Open the conversation.
  2. Select Release to AI.
The visitor sees “Continuing with AI”. The AI answers the visitor’s next message in the same conversation.

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Mark as Resolved

Resolve a conversation when it is finished.
  1. Open the conversation.
  2. Select Mark as Resolved.
A resolved conversation is closed:
  • It leaves the Attention view and moves to Closed. It shows the Resolved badge.
  • If an AI answer is being written, it stops.
  • The reply box is hidden, and you cannot take over the conversation.
  • Lead forms and feedback buttons in that conversation stop working.
What the visitor sees depends on where they chat: A new conversation uses your chatbot’s chat mode. Resolving does not guarantee that the AI answers next. To continue the same conversation with the AI, use Release to AI instead. To act on many conversations, select them in the list and select Mark as Resolved in the bar that appears.

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Mark as Unresolved

Only your team can reopen a resolved conversation. Open it and select Mark as Unresolved. A new message from the visitor never reopens it.

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When SiteGPT emails your reply to the visitor

Visitors often leave before you answer. SiteGPT can email your reply to them. SiteGPT sends the email only if all of these are true:
  • SiteGPT has the visitor’s email, for example from a lead form.
  • The visitor was not active in the chat after your reply.
  • The conversation is not resolved.
SiteGPT waits about 2 minutes after your first reply. Replies you send in that time go out in one email. The subject is “New reply from” and your chatbot name. The email contains your reply and an Open the conversation link that opens the chat. When the visitor answers the email, the answer goes to the first address in your escalation email list. If Enable Escalation Notifications is off or the list is empty, it goes to the chatbot owner. On HIPAA workspaces, the email does not include your reply. It only tells the visitor that there is a new response.

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Check that it works

  1. In your chatbot preview, ask for a person, then send a message.
  2. In Chat History, open the conversation from Attention and select Take over the chat.
  3. Send a reply. The preview shows “A human agent has joined the conversation” and your reply. The AI does not answer.
  4. Select Release to AI. Send another message in the preview. The AI answers.
  5. Select Mark as Resolved. The preview shows “This conversation has been closed.”