How it works
Your chatbot integrates seamlessly with Crisp to provide hybrid AI-human support:AI-first responses
Bot answers customer messages automatically using your knowledge base
Smart escalation
Seamlessly hands off to human agents when needed
Context preservation
Maintains full conversation history during handoffs
Dual-platform sync
Syncs all interactions to both Crisp and SiteGPT dashboards
Prerequisites
A Crisp account with at least one website/brand configured
Access to the Crisp Marketplace to create plugins
A trained SiteGPT chatbot ready to deploy
Setup
1
Create a Crisp plugin
Open the Crisp Marketplace, navigate to Plugins, and click Create Plugin.Enter a Name (e.g., “SiteGPT Bot”) and Description (e.g., “AI-powered support via SiteGPT”).Crisp generates a development token with an Identifier and Key. Copy both values—you’ll need them in SiteGPT.
These credentials authenticate your SiteGPT bot with Crisp.
2
Connect the plugin in SiteGPT
In SiteGPT, navigate to Integrations → Crisp and click Get Started.Paste the Identifier and Key from Crisp, then click Connect.SiteGPT displays a Callback URL. Keep this URL handy for the next step.
3
Configure webhook in Crisp
In the Crisp dashboard, open your website settings → Advanced configuration → Webhooks.Click Add Hook Target and configure:
- Name for Hook: SiteGPT Bot
- URL To Be Called: Paste the Callback URL from SiteGPT
- Filter Events: Enable session:set_state,session:set_email,message:send, andmessage:receive
These events determine which Crisp activities trigger your SiteGPT bot.
4
Add your website as trusted
In the Crisp Marketplace, open your plugin settings and add your Crisp website as a Trusted website.Enter your credentials when prompted. Crisp confirms when the website is successfully added.
5
Test the integration
Embed the Crisp chat widget on your website (found under Website Settings → Installation).Load your site and initiate a chat. Ask a question like “What is SiteGPT?”The bot should respond with an answer, source links, and an Escalate to Human button.
Click “Escalate to Human” to test the handoff—a Crisp agent can join via Crisp Inbox.
Webhook events
Configure which Crisp events trigger your bot in the webhook settings: Recommended events:- message:send- New messages from visitors
- message:receive- Messages from agents
- session:set_state- Conversation state changes
- session:set_email- User provides email
- session:set_nickname- User provides name
- session:set_phone- User provides phone
- session:set_data- Custom data updates
Enable only the events you need to reduce unnecessary webhook calls.
Escalation
Users can escalate to human agents by clicking the “Escalate to Human” button in bot responses. Configure escalation behavior in SiteGPT’s human support settings.Advanced features
Lead collection
Lead collection
Capture leads directly in Crisp conversations:
- Enable lead collection in SiteGPT
- Configure trigger keywords (e.g., “pricing”, “demo”, “quote”)
- Bot collects contact information when users show interest
- Leads sync to both SiteGPT and Crisp
Custom responses
Custom responses
Personalize bot responses for Crisp:
- Set up custom responses for common questions
- Configure welcome messages specific to Crisp
- Add quick reply buttons for common actions
- Customize escalation messages
Analytics and reporting
Analytics and reporting
Track AI performance in both platforms:In SiteGPT:
- Response accuracy
- Conversation volume
- Escalation rate
- User satisfaction
- First response time
- Resolution time
- Agent workload reduction
- Customer satisfaction scores
Managing the integration
- Monitor performance
- Update settings
- Disconnect
Track your Crisp bot’s effectiveness:Navigate to Chat History in SiteGPT to:
- Review Crisp conversation transcripts
- Identify common questions
- Analyze escalation patterns
- Export conversation data
- Track response times
- Monitor agent workload
- Measure customer satisfaction
- View conversation trends
Troubleshooting
Empty responses or no reply
Empty responses or no reply
If the bot isn’t responding to Crisp messages:Verify webhook configuration:
- Ensure the Callback URL in Crisp matches the URL from SiteGPT
- Check that the webhook is publicly accessible (not localhost)
- Verify the webhook is enabled in Crisp settings
- Confirm message:sendis enabled in webhook events
- Ensure the plugin is added as a trusted website
- Verify the Identifier and Key are correct in SiteGPT
Test the webhook URL directly using a tool like Postman to verify it’s accessible.
Webhook signature errors
Webhook signature errors
If you see authentication errors:
- Check if webhook event signing is enabled in Crisp
- If enabled, copy the public key from Crisp
- Paste it into SiteGPT’s Crisp integration settings
- Click Connect to save
Regenerate the key in Crisp if errors persist, then update it in SiteGPT.
Escalation not working
Escalation not working
If users can’t escalate to human agents:
- Verify human support is enabled in SiteGPT
- Check that escalation buttons are configured to show
- Ensure Crisp agents are available and online
- Test the escalation flow yourself
Duplicate messages
Duplicate messages
If messages appear twice:
- Check that you don’t have multiple webhooks configured for the same events
- Verify the plugin is only added once as a trusted website
- Ensure you’re not running multiple instances of the integration
Best practices
Start with conservative settings
Start with conservative settings
Begin with AI handling simple queries:
- Enable “Fallback mode” initially to let humans handle most conversations
- Gradually expand to “Business hours only” as confidence grows
- Monitor escalation rates and adjust triggers accordingly
- Train your bot on common Crisp conversations
Monitor AI performance regularly
Monitor AI performance regularly
Review conversations weekly to improve accuracy:
- Check Chat History for misunderstood questions
- Add frequently asked questions to training data
- Update chatbot instructions based on patterns
- Adjust escalation triggers to reduce false positives
Export conversation data monthly to identify trends and knowledge gaps.
Use AI for triage, humans for complexity
Use AI for triage, humans for complexity
Optimize the AI-human workflow:AI handles:
- Common questions with clear answers
- Information retrieval from documentation
- Initial lead qualification
- Basic troubleshooting steps
- Complex technical issues
- Sensitive account matters
- Complaints and refunds
- Personalized recommendations
Set clear expectations
Set clear expectations
Help customers understand they’re chatting with AI:
- Include “AI Assistant” in the bot name
- Add a welcome message explaining AI capabilities
- Make escalation options clearly visible
- Provide estimated response times for human agents
“Hi! I’m the SiteGPT AI Assistant. I can answer questions about our products and services instantly. Need to speak with a human? Just click ‘Escalate to Human’ anytime!”
Maintain webhook security
Maintain webhook security
Protect your Crisp integration:
- Enable webhook event signing in Crisp
- Store the public key securely in SiteGPT
- Use HTTPS for all webhook URLs
- Regularly review webhook logs for suspicious activity
- Rotate credentials periodically