> ## Documentation Index
> Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Crisp integration
> Add AI support to your Crisp live chat
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.
## How it works
Your chatbot integrates seamlessly with Crisp to provide hybrid AI-human support:
Bot answers customer messages automatically using your knowledge base
Seamlessly hands off to human agents when needed
Maintains full conversation history during handoffs
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
Open the [Crisp Marketplace](https://marketplace.crisp.chat), 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.
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.
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.
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.
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
**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.
## 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](/features/human-support).
## Advanced features
Capture leads directly in Crisp conversations:
1. Enable [lead collection](/features/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](/features/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.
## Managing the integration
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
Adjust your integration configuration:
**In SiteGPT:**
* Update training data
* Modify chatbot instructions
* Configure escalation rules
* Adjust lead collection triggers
**In Crisp:**
* Change webhook events
* Update response triggers
* Modify welcome messages
* Configure quick replies
Changes take effect immediately—no reconnection required.
To remove the Crisp integration:
1. Go to **Integrations** in SiteGPT
2. Click **Manage** next to Crisp
3. Click **Disconnect**
Optionally, remove the webhook and plugin from Crisp:
1. Delete the webhook in Crisp website settings
2. Remove the plugin from Crisp Marketplace
## 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.
## Next steps
Configure escalation settings
Capture leads from Crisp conversations
Review conversation transcripts
Personalize bot responses