Learn how SiteGPT works inside your chat and help desk tools and by email, which tools you can connect, and which plan each one needs.
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:
A person writes to you in the other tool.
The chatbot answers first.
When the person needs a human, your team takes over inside that tool. On WhatsApp, Messenger, and email, your team can also take over and reply in SiteGPT.
SiteGPT can also answer email sent to your chatbot’s own email address. See Email.Conversations from integrations also show in Chat History in your SiteGPT dashboard. Each one shows the integration where it started, and you can filter the list by source. See Review conversations.
The plan that counts is the plan of the chatbot owner. For WhatsApp, the chatbot owner must also have the WhatsApp add-on, with one number for each connected chatbot. For email, the chatbot owner must have the AI Email Support add-on, with one inbox for each email address. For the full plan matrix, see Plans and limits.
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. A WhatsApp number that does not answer, because the add-on does not cover it, shows Connected — not answering. See If a number is not covered. The Email card shows Setting up while SiteGPT sets up the address, Setup stopped if setup stops with an error, Removing while SiteGPT removes email from the chatbot, and Not answering (or for example 1 not answering) when the add-on does not cover an address. See If an inbox is not covered.
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 or email without the add-on, Get Started takes the chatbot owner to the Billing page. On the Email card, other team members see Learn more, which opens the Email page. See Buy the WhatsApp add-on and Buy the email add-on.
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. If you use working hours, they decide how each new conversation starts, and outside the hours the chatbot can send your away message. Zendesk and Zoho SalesIQ do not use working hours. See Answer during working hours. With Let the Visitor Choose, only WhatsApp asks the visitor whether they want the AI or a person. On the other integrations and on email, new conversations start with the AI. See Let the visitor choose the AI or a person.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, or in SiteGPT on WhatsApp, Messenger, and email.
On WhatsApp and Messenger, your team’s hours can change the message that the person gets when the conversation moves to your team. See Connect visitors to your team during your hours.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, Google Chat, Crisp, Freshdesk Messaging, Zoho SalesIQ, or Zendesk.
WhatsApp, Messenger, and email are the exceptions. Replies that you send from the SiteGPT dashboard go to the person on WhatsApp, within WhatsApp’s 24-hour limit. See WhatsApp. On Messenger, they go to the person from your Facebook Page, within Meta’s time limits. See Messenger. On email, they go to the customer as an email in the same thread. See Reply from Chat History.
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. On email, it sees only the names, types, and sizes of attachments.
Other tools. There is no integration today for Instagram or Intercom. 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.
Chat integrations and email 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. If the chatbot had email before the workspace became a HIPAA workspace, the page also shows Email from before HIPAA mode with a Remove email link. Those addresses no longer receive or answer email, but they count toward your email add-on until you remove them. See HIPAA.
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 and Email rows need no setup. It checks that calls to SiteGPT really come from that tool. Each integration page tells you what to add there, if anything.
