> ## 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.

# Chat modes

> Choose whether new conversations start with the AI or with your team.

**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](/docs/features/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](/docs/features/human-support) flow, and your team can also take
  over any conversation from
  [Chat History](/docs/navigating-your-chatbot/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](/docs/cli/conversations): `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.