This article explains whether Hugo uses your Crisp conversations as training data and what conversational context it can access.

Hugo can use the context of the current conversation to answer properly, but it is not trained on all previous conversations from your inbox. This distinction matters for privacy, security, and the quality of the answers Hugo provides.

Does Hugo train on my inbox conversations?

No. Hugo is not trained on all conversations from your Crisp inbox, and it does not reuse other customers' messages as a general training source for your AI Agent.

Hugo uses the resources you explicitly provide or enable: knowledge base articles, Questions & Answers, website content, files, instructions, routing rules, and approved integrations or MCP tools. It can also use the ongoing conversation context so it can understand what the current user has already said.

This design prevents Hugo from learning private details from one customer and accidentally reusing them in another conversation. It also avoids turning agent notes, one-off discounts, account-specific details, security issues, or sensitive customer data into reusable AI knowledge.

What conversation context can Hugo use?

During an active exchange, Hugo can use the current conversation context to avoid asking the same question twice and to answer in a way that matches what the user already explained.

For example, Hugo may use:

• Messages in the current conversation → to understand the user's issue and follow up naturally
• Available contact or conversation data → when it is present in Crisp and relevant to the answer
• Tool results → when an authorized integration or MCP tool fetches fresh data for this conversation
• Workflow variables → when a workflow passes memorized values to Hugo or continues after collecting information

This context is used to handle the current conversation, not to train Hugo globally on other conversations.

How to improve Hugo without training on conversations

If you notice a recurring question in your inbox, turn that learning into a clean training resource instead of relying on past conversations.

The best options are:

• Create a Question & Answer snippet → ideal for short, recurring questions
• Update a knowledge base article → best for structured explanations and customer-facing guidance
• Improve a website page → useful when the answer belongs in your public product or policy pages
• Import a focused file → helpful for manuals, internal references, or structured Q&A CSVs
• Build an MCP integration → best for dynamic data such as orders, subscriptions, account state, or inventory

This keeps Hugo's knowledge intentional, auditable, and easier to maintain.

Frequently Asked Questions

Still have questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

Will Hugo learn automatically from resolved conversations?

No. Hugo does not automatically learn from resolved conversations over time. If a resolved conversation contains a useful answer, convert it into a training resource such as a Q&A snippet or a knowledge base article.

Can Hugo use the current conversation history?

Yes. Hugo can use the current conversation context while handling that conversation. This helps it understand follow-up questions, avoid repetition, and respond with the right context.

Can Hugo use private customer data from another conversation?

No. Hugo should not reuse private data from unrelated conversations. This protects customer privacy and prevents sensitive or account-specific information from leaking between conversations.

Updated on: 04/05/2026