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An integration puts your SiteGPT chatbot inside a chat or help desk tool that your team already uses. The chatbot answers from the same content, instructions, and settings as your website widget. Every integration works the same basic way:
  1. A person writes to you in the other tool.
  2. The chatbot answers first.
  3. When the person needs a human, your team takes over inside that tool.
Conversations from integrations also show in Chat History in your SiteGPT dashboard. See Review conversations.

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Available integrations

The plan that counts is the plan of the chatbot owner. For WhatsApp, the chatbot owner must also have the WhatsApp add-on. For the full plan matrix, see Plans and limits.

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Where to find integrations

In your chatbot’s sidebar, go to Advanced > Integrations > All Integrations. Each tool has a card:
  • Get Started opens the setup for a tool that is not connected.
  • Manage opens the settings for a connected tool. Connected tools show an Active badge.
You need the Manager, Admin, or Super Admin role on the chatbot. Members with the Agent role cannot open Integrations. See Team members. If your plan does not include a tool, Get Started shows a message that you do not have access. For WhatsApp without the add-on, Get Started takes the chatbot owner to the Billing page. See Buy the WhatsApp add-on.

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How the hand-off to your team works

The chatbot answers each new conversation first. The exception: if you set new conversations to start in human mode, the chatbot does not answer. See Set up human support. A conversation moves to your team in one of these ways, depending on the tool:
  • The person taps an escalation button.
  • The chatbot decides that the person needs a human (when human support is on).
  • A person on your team replies or takes over inside the tool.
While a human has the conversation, the chatbot does not reply. Each integration page explains how a human takes over and how the chatbot gets the conversation back in that tool. For the full model of AI mode, human mode, escalation, and resolve, see Conversations and hand-off.
Reply to people inside the tool they wrote from. Replies that you send from the SiteGPT dashboard are not delivered to Slack, Messenger, Google Chat, Crisp, Freshdesk Messaging, Zoho SalesIQ, or Zendesk.
WhatsApp is the exception: replies that you send from the SiteGPT dashboard go to the person on WhatsApp, within WhatsApp’s 24-hour limit. See WhatsApp.

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What integrations do not do

  • Attachments. The chatbot reads the text of a message only. It does not read files or images. On WhatsApp, it reads the caption of a photo or file.
  • Other tools. There is no integration today for Instagram, Intercom, or email. To connect a tool that is not on this list, use webhooks or the API.
  • Content. Integrations are chat channels. To add content from Notion, Google Drive, Dropbox, OneDrive, Box, or GitHub, see Connect apps.

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HIPAA workspaces

Chat integrations are not available for HIPAA workspaces. Integrations does not show in the sidebar. If you open the Integrations page, it shows a message instead of the cards. See HIPAA.

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Check webhook calls (optional)

After you connect a tool, the Integrations page shows a Webhook verification section below the cards. It has one row for each connected tool, except Zendesk Messaging. The WhatsApp row needs no setup. It checks that calls to SiteGPT really come from that tool. Each integration page tells you what to add there, if anything.