> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Getting Started for the E-commerce Industry *Learn how e-commerce teams can set up Crisp for pre-sale questions, order-related support, social messaging, and AI-assisted automation.* For e-commerce, great customer experience depends on speed, channel coverage, and context. Customers ask before buying, after ordering, during delivery, and when they need a return or refund. Crisp helps you keep those conversations in one place, connect store data, and reduce repetitive requests with knowledge content, workflows, and Hugo. __This guide is the best place to start if you are setting up Crisp for an online store:__ * [E-commerce at a glance](#1-e-commerce-at-a-glance) → what Crisp helps store teams centralize * [Recommended setup](#1-recommended-setup) → store integrations, channels, data, knowledge, and AI * [Common e-commerce workflows](#1-common-e-commerce-workflows) → the first automations worth launching * [Next steps](#1-next-steps) → resources to continue building your setup --- # ${color}[#0080dd](E-commerce at a glance) Crisp fits e-commerce best when it helps your team answer quickly while keeping customer and order context close to the conversation. A shopper should not have to repeat their order number, explain which product they bought, or restart the conversation on another channel. __Crisp can help online stores:__ * **Centralize pre-sale and post-sale conversations** → product questions, delivery issues, returns, and follow-up stay together * **Connect website chat, email, and social messaging** → handle chat, WhatsApp, Instagram DM, Messenger, and email from the same Inbox * **Bring store context into support** → display customer and order information when available * **Reduce repetitive questions** → publish a strong knowledge base and train Hugo on your policies * **Route ownership clearly** → separate delivery, returns, VIP, marketplace, or region-specific conversations when needed * **Automate the first layer of support** → use workflows and Hugo for common questions, qualification, and handoff This setup is especially valuable when your support volume changes quickly during sales, product launches, seasonal peaks, or delivery incidents. --- # ${color}[#0080dd](Recommended setup) For most online stores, the best setup starts with the store integration and core channels, then moves into knowledge, routing, and AI. Most of the steps below start from [**Crisp**](https://app.crisp.chat). #### ${color}[#445055](Connect your store integration first) If Crisp already knows who the customer is and what they ordered, the support experience becomes much more efficient. That is why the store integration is often the best first step for e-commerce teams. Start from **Settings → Workspace Settings → Setup & Integrations** or use the store-specific guide that matches your platform. __Useful store integrations:__ * [Shopify](/en/article/how-can-i-install-a-live-chat-and-helpdesk-on-my-shopify-online-store-1ee520y/) → connect your Shopify store to Crisp * [WooCommerce](/en/article/how-to-install-crisp-for-woocommerce-1qynizu/) → install Crisp on WooCommerce * [Adobe Commerce / Magento](/en/article/how-to-install-crisp-helpdesk-and-live-chat-on-adobe-commerce-ka7n7j/) → install Crisp on Adobe Commerce * [PrestaShop](/en/article/how-do-i-install-crisp-live-chat-and-ai-agent-on-prestashop-qwquek/) → install Crisp on PrestaShop Once your store is connected, agents can often understand the customer context much faster and avoid asking for information that Crisp already knows. #### ${color}[#445055](Centralize email and social messaging) E-commerce support rarely arrives from one place. Customers may use the website chat, reply to an order email, send a DM on Instagram, or ask a delivery question on WhatsApp. Crisp becomes much more useful once those conversations are centralized in the same workspace. __Channels that usually matter first:__ * **Shared email inbox** → useful for order follow-up, reviews, delivery questions, and support aliases * **Instagram DMs** → common for product discovery, post-purchase questions, and customer follow-up * **Messenger and WhatsApp** → important for mobile-heavy audiences and repeat buyers * **Phone integrations** → useful when part of your team still handles calls through partners such as Aircall or Ringover __Helpful guides:__ * [How to receive emails in Crisp](/en/article/how-to-receive-emails-in-crisp-wp7jug/) * [How to link Crisp with Instagram DM](/en/article/how-to-link-crisp-with-instagram-dm-14xg8xl/) * [How to link your Facebook Messenger pages to Crisp](/en/article/how-to-link-your-facebook-messenger-pages-to-crisp-1gbgm9d/) * [Connect WhatsApp Business Platform with Crisp](/en/article/connect-whatsapp-business-platform-with-crisp-11rcwkw/) * [How to connect Aircall with Crisp](/en/article/how-to-connect-aircall-with-crisp-5qq4k6/) #### ${color}[#445055](Bring customer and order data into Crisp) Once your store and channels are connected, make sure customer context is easy to use inside conversations. This can include the customer's email, order ID, delivery status, product references, loyalty tier, subscription status, or refund history depending on your business. If the native store integration does not cover everything you need, you can also use imports, custom data, or the API. __Useful data resources:__ * [How to import my user data](/en/article/how-to-import-my-user-data-dcukz8/) → import contacts from CSV * [Crisp REST API quickstart](https://docs.crisp.chat/guides/rest-api/quickstart/) → synchronize data from your own systems * [How do I use the $crisp chatbox SDK?](https://docs.crisp.chat/guides/chatbox-sdks/web-sdk/dollar-crisp/) → send data from your website or app Good context makes routing easier, helps agents personalize replies, and gives Hugo stronger information when your AI setup is connected to the right tools. #### ${color}[#445055](Build the knowledge base your shoppers actually need) A good e-commerce knowledge base reduces a surprising amount of support volume. It is often the fastest way to deflect repetitive questions around shipping, returns, payments, sizing, product details, or delivery delays. __The best first articles usually cover:__ * **Shipping and delivery** → timelines, carriers, tracking, customs, delays, and geographic restrictions * **Returns and refunds** → how the process works, what customers should prepare, and when they can expect updates * **Product details** → sizing, materials, compatibility, care instructions, bundles, or variants * **Payments and promotions** → accepted payment methods, discount rules, failed payments, and gift cards * **Order changes and cancellations** → what customers can still modify and when it becomes too late A strong knowledge base helps three groups at once: customers can self-serve, agents can share articles from the Inbox, and Hugo can reuse the content when answering repetitive questions. __Helpful guides:__ * [Crisp Knowledge Base](https://crisp.chat/en/knowledge/) * [How to use the Knowledge Base](/en/article/how-to-use-the-knowledge-base-i2tsm1/) * [How can I import my knowledge base from a previous provider?](/en/article/how-can-i-import-my-helpdesk-from-a-previous-provider-rpa7tv/) #### ${color}[#445055](Use shortcuts, routing, and sub-inboxes to stay organized) As order volume grows, structure matters. Shortcuts make repeated answers faster, routing reduces internal confusion, and sub-inboxes help separate ownership when different teams handle different types of requests. __Common e-commerce ownership patterns include:__ * **Pre-sale vs post-sale** → product questions separated from delivery or return issues * **Returns or claims** → useful when a smaller team handles damaged-item, refund, or warranty requests * **VIP or marketplace flows** → helpful when some conversations need faster handling or a dedicated process * **Brand, region, or language separation** → useful when one workspace supports multiple stores or locales __Helpful guides:__ * [How can I use Shortcut replies?](/en/article/how-can-i-use-shortcut-replies-canned-messages-1bmff5q/) * [How does Operator routing & assignation work?](/en/article/how-does-operator-routing-assignation-work-qjl2d2/) * [How to create and use sub-inboxes](/en/article/how-to-create-and-use-sub-inboxes-ke3xk7/) #### ${color}[#445055](Add Hugo for repetitive commerce questions) Hugo is particularly useful for online stores when it is trained on your delivery policies, return process, product FAQs, and support content. The relevant setup lives under **AI Agent**. Hugo can answer many straightforward questions before a human needs to step in. When the setup goes further, it can also use native integrations or custom MCP tools to retrieve customer or order information on supported platforms. __Useful Hugo resources:__ * [Getting started with Hugo AI Agent](/en/article/getting-started-with-hugo-ai-agent-w6gbux/) * [How to train Hugo AI Agent on your data](/en/article/how-to-train-hugo-ai-agent-on-your-data-ijkdrl/) * [How to use Hugo Integrations](/en/article/how-to-use-hugo-integrations-6z9yhh/) || Start with the questions your team already answers every day. Once Hugo handles the obvious repetitive cases well, expand to more complex order or account workflows. --- # ${color}[#0080dd](Common e-commerce workflows) Once the foundations are in place, a few workflows usually create value quickly. Keep them simple at first and make sure each workflow has a clear handoff when the customer needs human help. __Good first workflows for online stores:__ * **Pre-purchase product questions** → guide shoppers to the right size, variant, bundle, or product fit * **Order status and tracking** → reduce repetitive *Where is my order?* conversations * **Returns and refunds** → set expectations and collect the right information early * **Delivery issue escalation** → route damaged, missing, delayed, or address-related cases consistently * **Social channel handoff** → keep Instagram, WhatsApp, and Messenger questions aligned with your main support process * **VIP or loyalty routing** → send priority customers to the right team when speed matters The strongest workflows do not try to replace your whole support process at once. They remove the first repetitive step, collect context cleanly, and make the next action obvious. --- # ${color}[#0080dd](Next steps) The strongest e-commerce setups keep improving in the same order: store context first, knowledge second, routing third, and AI once policies and content are reliable. __Helpful resources to continue:__ * [Getting Started With Crisp for Customer Support](/en/article/getting-started-with-crisp-for-customer-support-1ts8txn/) * [Crisp Shared Inbox](https://crisp.chat/en/shared-inbox/) * [Crisp Knowledge Base](https://crisp.chat/en/knowledge/) * [Getting started with Hugo AI Agent](/en/article/getting-started-with-hugo-ai-agent-w6gbux/)