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Add your chatbot to Google Chat as a Chat app in your Google Workspace. People in your organization can message it directly or add it to spaces. It answers from your content. Google Chat is for people inside your Workspace, for example an internal help desk. There is no way for your team to take over a conversation inside Google Chat.

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Before you start

  • The chatbot owner is on the Growth plan or above. See Plans and limits.
  • You have the Manager, Admin, or Super Admin role on the chatbot.
  • You can create a project in the Google Cloud console with the Google account of your Workspace.
  • Your chatbot is not in a HIPAA workspace. Integrations are not available there. See HIPAA.

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Get your integration URL

1

Open the Google Chat card

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Google Chat card, click Get Started.
2

Connect

Click Connect. SiteGPT shows an Integration url.
3

Copy the URL

Copy the Integration url. You paste it in Google Cloud in the next section.

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Create the Chat app in Google Cloud

1

Create a project

In the Google Cloud console, create a new project and select it.
2

Turn on the Google Chat API

In your project, enable the Google Chat API. Then open the configuration page of the Chat API.
3

Enter the app details

Enter an app name, an avatar URL, and a description. People search for the app by this name.
4

Turn on interactive features

Turn on interactive features. If people should add the app to spaces, let the app join spaces and group conversations.
5

Paste the integration URL

As the connection type, choose an HTTP endpoint. Use one common endpoint URL for all triggers. Paste your SiteGPT Integration url as that URL. Under Authentication Audience, select Project Number.
6

Add the new-conversation command (optional)

Add a slash command with the command ID 1, for example /clear-chat. This command starts a new conversation.
7

Choose who can use the app

Make the app available to the people or groups who should use it. Save the configuration.

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Check that it works

  1. In Google Chat, start a direct message and search for your app by its name.
  2. Send a question. The chatbot replies with an answer from your content.

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How it works in Google Chat

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Answers

When someone adds the app to a direct message or a space, the chatbot sends your welcome message and your conversation starters. The chatbot answers direct messages. In spaces, it answers the messages that Google Chat sends to the app, for example when someone mentions it. Each person has their own conversation, based on their Google email. Answers show buttons under the text. What the buttons show depends on your settings:
  • By default, they show smart follow-up suggestions.
  • If you turn on Disable smart follow up questions, they show your follow-up suggestions, links, and escalation buttons. If you have no follow-up suggestions, they show your conversation starters.
  • If smart follow-up suggestions are off and human support is on, answers that use your content show your Positive Feedback Prompt and Request Human Support Prompt buttons instead.
Answers also show 👍 and 👎 feedback buttons, unless you hide feedback buttons. The chatbot reads the text of a message only.

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New conversation

If you added the slash command with the command ID 1, it starts a new conversation and shows your welcome message. Use only the command ID 1. Other command IDs do not start a new conversation.

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Escalation

A person can ask for a human with an escalation button, or the chatbot can decide to escalate when human support is on. Escalation buttons come from follow-up suggestions of the Escalate type, or from the Request Human Support Prompt when human support is on. They show only when smart follow-up suggestions are off. See Follow-up suggestions. After an escalation, the chatbot stops replying in that conversation, and your team gets the usual escalation notifications. See Notifications.
Your team cannot reply inside Google Chat through SiteGPT. Replies that you send from the SiteGPT dashboard do not go to Google Chat. Contact the person another way, for example by email.
To get the chatbot back, do one of these:
  • The person uses your new-conversation command. This does not work if a team member took over the conversation in the SiteGPT dashboard.
  • You resolve the conversation in the SiteGPT dashboard. The person’s next message starts a new conversation with the chatbot.

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Check webhook calls (optional)

You can make SiteGPT check that calls really come from Google. This check needs the Chat app’s Authentication Audience to be Project Number. If you select HTTP endpoint URL as the authentication audience, Google sends a different token that this check does not accept.
1

Find the Google Chat row

In SiteGPT, go to Advanced > Integrations > All Integrations. Scroll to Webhook verification and find Google Chat.
2

Add the project number

Enter your Google Cloud project number. You find it in the settings of your Google Cloud project.
3

Turn on the check

Select Enforce and click Save.
Off is the setting after you connect. Log only checks calls but still accepts calls that fail. Enforce rejects calls that fail.

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Disconnect Google Chat

1

Open the integration

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Google Chat card, click Manage.
2

Disconnect

Click Disconnect.
Also remove or change the HTTP endpoint URL of your Chat app in Google Cloud.

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Troubleshooting

  • Check that the HTTP endpoint URL of your Chat app in Google Cloud is your SiteGPT Integration url.
  • Check that the chatbot owner’s subscription is active. See Billing.
Check that the app is available to them in the visibility settings of your Chat app. Group changes in Google can take time.
The conversation was escalated. The person can use your new-conversation command to start again. You can also resolve the conversation in the SiteGPT dashboard.
In Google Cloud, check that Authentication Audience is Project Number. In SiteGPT, check the Google Cloud project number under Webhook verification. To get replies again while you fix it, select Off or Log only and click Save.