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Integrate your SiteGPT chatbot with Crisp to combine AI automation with live chat capabilities. Your bot handles initial inquiries automatically and escalates to human agents when needed, creating a seamless support experience.

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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

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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

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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, and message:receive
Click Add Hook Target to save.
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.

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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
Optional events:
  • 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.

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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.

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Advanced features

Capture leads directly in Crisp conversations:
  1. Enable lead collection in SiteGPT
  2. Configure trigger keywords (e.g., “pricing”, “demo”, “quote”)
  3. Bot collects contact information when users show interest
  4. Leads sync to both SiteGPT and Crisp
Perfect for qualifying leads before human agent involvement.
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
Maintain consistent branding across all support channels.
Track AI performance in both platforms:In SiteGPT:
  • Response accuracy
  • Conversation volume
  • Escalation rate
  • User satisfaction
In Crisp:
  • First response time
  • Resolution time
  • Agent workload reduction
  • Customer satisfaction scores
Use insights to continuously improve your bot’s performance.

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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
In Crisp, use the Analytics dashboard to:
  • Track response times
  • Monitor agent workload
  • Measure customer satisfaction
  • View conversation trends

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Troubleshooting

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
Check event subscriptions:
  • Confirm message:send is 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.
If you see authentication errors:
  1. Check if webhook event signing is enabled in Crisp
  2. If enabled, copy the public key from Crisp
  3. Paste it into SiteGPT’s Crisp integration settings
  4. Click Connect to save
Regenerate the key in Crisp if errors persist, then update it in SiteGPT.
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
Escalated conversations appear in both SiteGPT and Crisp Inbox.
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
Remove duplicate webhooks in Crisp settings if found.

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Best practices

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
This approach builds trust with your team and customers.
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.
Optimize the AI-human workflow:AI handles:
  • Common questions with clear answers
  • Information retrieval from documentation
  • Initial lead qualification
  • Basic troubleshooting steps
Humans handle:
  • Complex technical issues
  • Sensitive account matters
  • Complaints and refunds
  • Personalized recommendations
This division maximizes efficiency while maintaining quality.
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
Example welcome message:
“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!”
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
Security ensures reliable, trustworthy customer interactions.

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Next steps

Human support

Configure escalation settings

Lead collection

Capture leads from Crisp conversations

Chat history

Review conversation transcripts

Custom responses

Personalize bot responses