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Follow-up suggestions are buttons that show under each chatbot answer. They help the visitor take the next step. There are three kinds: For buttons that show before the conversation starts, see Add conversation starters.

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Before you start

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Turn smart follow-up suggestions on or off

Smart follow-up suggestions are on by default. After each answer, the AI suggests related questions in the language of the conversation.
1

Open General settings

In your chatbot’s sidebar, select Settings > General.
2

Turn them off or on

To turn them off, turn on Disable smart follow up questions. To turn them on again, turn this switch off.
3

Set how many show

In Number of smart follow up questions to be shown, enter a number from 1 to 5. The default is 3.
4

Save

Select Save Changes.
Smart follow-up suggestions do not show after these answers:
  • An answer that is your fallback message (the chatbot did not find the answer in your content).
  • An answer where the chatbot hands the conversation to your team.
  • A turn where the chatbot shows the lead form.

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Add a fixed follow-up

A fixed follow-up shows after every chatbot answer, together with the smart follow-up suggestions.
1

Open Conversation Followups

In your chatbot’s sidebar, under Customizations, select Conversation Followups.
2

Choose the Button Action

In the Add Button form, select Send Message, Open Link, or Escalate.
3

Enter the Button Label

In Button Label, enter the text that shows on the button.
4

Enter the details

  • For Send Message, enter the question in Message Text. The widget sends this text as the visitor’s message.
  • For Open Link, enter the URL in Link. The link opens in a new browser tab.
  • For Escalate, enter the text in Escalation Confirmation Message. See Escalate buttons.
5

Add the follow-up

Select Add Button.
To change a follow-up, select Edit next to it. To remove it, select Delete. To change the order, use the move up and move down arrows. Fixed follow-ups show on every page. You cannot limit them to some pages.

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Escalate buttons

When the visitor selects an Escalate follow-up, the widget asks them to confirm. If they confirm, the conversation goes to your team. Add Escalate follow-ups only if human support is on and your team answers these conversations. To set this up, see Set up human support.

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Show escalation buttons after answers

When human support is on, SiteGPT can show two buttons under each answer:
  • The Positive Feedback Prompt button (default “That answered my question 👍”). It sends its text as the visitor’s next message.
  • The Request Human Support Prompt button (default “Connect to an agent 👤”). It asks the visitor to confirm, then hands the conversation to your team.
1

Open Human Support

In your chatbot’s sidebar, under Customizations, select Human Support.
2

Turn on the buttons

Make sure Enable Human Support is on. Then turn on Show escalation buttons after responses.
3

Choose whether they replace other suggestions

Turn on Replace other suggestions with escalation buttons to show only the escalation buttons under each answer. Turn it off to show them together with your other follow-up suggestions.
4

Set the button text

Change Positive Feedback Prompt and Request Human Support Prompt if you want different button text.
5

Save

Select Save Changes.
Show escalation buttons after responses and Replace other suggestions with escalation buttons are both on by default. So when you turn on human support, visitors see only the escalation buttons under answers. Your smart and fixed follow-ups do not show until you turn off Replace other suggestions with escalation buttons. For the full human support setup, see Set up human support.

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Check that it works

  1. Open your website in a new private browser window, and open the chat.
  2. Ask a question that your content answers.
  3. Under the answer, you see your follow-up suggestions. If escalation buttons replace other suggestions, you see only the two escalation buttons.
  4. Ask a question that your content does not answer. After the fallback message, no smart follow-up suggestions show.