> ## 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.

# Human support

> Let visitors reach your team when the AI is not enough.

Human support lets a visitor hand the conversation to your team. The chatbot
handles the routine questions; your team gets the conversations that matter,
with the full transcript attached.

## Turn it on

<Steps>
  <Step title="Open Human Support">
    In your chatbot's sidebar, open **Human Support** (under
    **Customizations**) and turn on **Enable Human Support**.
  </Step>

  <Step title="Shape the escalation buttons">
    After each answer the widget can offer two buttons: a positive
    confirmation and an escalation. You control them here:

    * **Positive Feedback Prompt**: the "that answered my question" button
      text.
    * **Request Human Support Prompt**: the "connect me to an agent" button
      text.
    * **Human Support Confirmation Message**: what the visitor sees once
      escalated.
    * **Show escalation buttons after responses** and
      **Replace other suggestions with escalation buttons** control when the
      buttons appear.
  </Step>

  <Step title="Set up notifications">
    * **Enable Escalation Notifications** emails the addresses you list every
      time a conversation escalates.
    * **Enable New Conversation Notifications** does the same for every new
      conversation, if you want full visibility.
  </Step>
</Steps>

## Replying as a human

Escalated conversations are marked in
[Chat History](/docs/navigating-your-chatbot/chat-history). Open one and reply
directly; the visitor sees your message in the widget in real time, and the
AI stays quiet while the conversation is in agent mode.

You can also handle escalations in the tools your team already uses:

* [Slack](/docs/integrations/slack), [Crisp](/docs/integrations/crisp),
  [Zendesk](/docs/integrations/zendesk), [Freshdesk](/docs/integrations/freshdesk),
  [Google Chat](/docs/integrations/google-chat),
  [Messenger](/docs/integrations/messenger), and
  [Zoho SalesIQ](/docs/integrations/zoho).
* Your own systems, via the **Escalation webhook**: SiteGPT posts a
  `CONVERSATION_ESCALATED` event with a dashboard link the moment a visitor
  escalates. See [Webhooks](/docs/developers/webhooks#escalations).

## How visitors escalate

* By clicking the escalation button after an answer.
* By asking: messages like "talk to a human" trigger the escalation flow.
* Automatically on lead capture, if you enabled
  **Auto-escalate on lead capture** in
  [lead collection](/docs/features/lead-collection).

If the visitor has not left contact details yet, the escalation flow asks
for them, so your team can follow up even after the visitor leaves the site.

<Tip>
  Want every conversation to start with a human instead? Switch the chatbot to
  Agent mode in [chat modes](/docs/features/chat-modes).
</Tip>