Chat modes - SiteGPT Docs

Settings → Chat Modes sets who answers new conversations. There are two modes:

Mode	Behavior
AI	The chatbot answers every new conversation. Visitors can escalate to your team when human support is enabled. This is the default and fits most sites.
Agent	Every conversation goes straight to your team; the AI does not answer. Use this to run SiteGPT as a plain live-chat inbox, or while you review the chatbot’s training before letting it answer.

Switching mid-conversation

Whatever the mode, any single conversation can change hands:

In AI mode, a visitor escalates through the human support flow, and your team can also take over any conversation from Chat History.
Once a human takes over, the AI stays quiet for that conversation until it is handed back.
To hand a conversation back to the AI, use the CLI or API: sitegpt conversations switch-to-ai. Help-desk integrations hand back through their own flows (for example, Zendesk’s End session).

Which mode to pick

Just launched and still checking answer quality? Start in Agent mode and watch what visitors ask, then switch to AI.
Support team offline at night? Stay in AI mode with escalation notifications on; overnight escalations wait in your inbox with full transcripts.
Running a high-touch sales page? Agent mode gives every visitor a human, with the chatbot’s knowledge one click away for your team.

Human support Lead collection