> ## 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 with Crisp for Fintech

*Learn how FinTech teams can set up Crisp for web and mobile support, identify users, and keep conversations tied to the right account.*

FinTech support often starts with a blocked signup, a pending payment, or an account concern. Your team needs context to help while keeping each user's conversation separate. This guide covers [SDK installation](https://docs.crisp.chat/guides/chatbox-sdks/), identification, knowledge, routing, and [Hugo](https://hugo.ai/en/).

__In this guide:__
* [FinTech at a glance](#1-fintech-at-a-glance) → support use cases
* [Recommended setup](#1-recommended-setup) → SDKs, identification, data, and team organization
* [Common FinTech workflows](#1-common-fintech-workflows) → journeys to prepare first
* [Before going live](#1-before-going-live) → checks for conversation access and notifications
* [Next steps](#1-next-steps) → further resources

---

# ${color}[#0080dd](FinTech at a glance)

Crisp helps your team keep support conversations, useful account context, and help content together. Your application remains responsible for authentication and authorizing financial or sensitive account actions.

__Crisp can help FinTech teams:__
* **Offer support inside your product** → let customers contact you from your website or mobile app
* **Keep useful context close to the conversation** → share account type, language, app version, or onboarding stage
* **Help returning users continue their conversation** → configure [Session Continuity](https://docs.crisp.chat/guides/chatbox-sdks/web-sdk/session-continuity/) for authenticated users
* **Give each request a clear owner** → organize onboarding, payment questions, account access, and escalations
* **Answer repeated questions consistently** → use your knowledge base, workflows, and Hugo for documented processes

---

# ${color}[#0080dd](Recommended setup)

Configure your workspace in [**Crisp**](https://app.crisp.chat), with your development team handling SDK implementation.

**Plan requirements:** Support email, [Identity Verification](https://docs.crisp.chat/guides/chatbox-sdks/web-sdk/identity-verification/), and Hugo require Mini or higher. Routing rules, sub-inboxes, the knowledge base, and workflow automation require Essentials or higher. See [plan features and limits](https://crisp.chat/en/pricing/) and [Hugo credits and billing](https://help.crisp.chat/en/article/how-does-hugo-ai-pricing-and-billing-works-h78hkv/).

#### ${color}[#445055](Install Crisp on your website, mobile app, or both)

Choose where customers need help: your public website, onboarding flow, signed-in dashboard, mobile app, or a combination.

__Use the guide that matches your platform:__
* [Web SDK](https://docs.crisp.chat/guides/chatbox-sdks/web-sdk/npm/) → install `crisp-sdk-web`; use `autoload: false` to defer loading until login or any required consent
* [iOS SDK](https://docs.crisp.chat/guides/chatbox-sdks/ios-sdk/) → follow the native installation and app configuration steps
* [Android SDK](https://docs.crisp.chat/guides/chatbox-sdks/android-sdk/) → follow the native installation and notification setup
* [React Native SDK](https://docs.crisp.chat/guides/chatbox-sdks/react-native-sdk/) → check the current framework requirements and use a development build with Expo; Expo Go is unsupported

Configure mobile push notifications and camera, photo, or microphone permissions for the features you use. For Flutter or another wrapper, check its identification, session, and notification capabilities before implementation.

#### ${color}[#445055](Separate user profiles, identity, and conversation access)

These three mechanisms have different jobs. Setting an email address alone does not prove who is chatting or restore their conversation.

| Mechanism | What to configure | Purpose |
| ---- | ---- | ---- |
| **User profile** | Send the user's email and name through the SDK | Give agents context |
| [**Identity Verification**](https://docs.crisp.chat/guides/chatbox-sdks/web-sdk/identity-verification/) | Sign the authenticated user's email on your backend with HMAC-SHA256; send the email and signature to Crisp | Show agents that the email address was signed by your backend |
| [**Session Continuity**](https://docs.crisp.chat/guides/chatbox-sdks/web-sdk/session-continuity/) | Generate and store a private, random token for each user on your backend; provide it after authentication | Restore that user's conversation across supported devices and platforms |

Only sign the email associated with the authenticated account. This does not independently verify mailbox ownership or perform KYC checks. Retrieve your email verification secret from your Crisp workspace settings and keep it on your server.

Reuse each user's stored continuity token across the supported platforms where their conversation should continue. Treat it as a credential for conversation access: never use an email, an email hash, a public user ID, or a shared token.

|| Identity Verification does not restore a conversation. Session Continuity does not replace application login. Neither mechanism authorizes financial actions.

Use the linked guides and your platform's SDK reference for implementation.

#### ${color}[#445055](Connect Crisp to your login and logout flow)

__For a chatbox available after sign-in, use this sequence:__

1. Authenticate the user in your application.
2. Have your backend return that user's stored continuity token, email, and email signature through an authenticated endpoint.
3. Set the token and user information before loading the chatbox.
4. Clear the token and reset the Crisp session when the user logs out, their application session expires, or they switch accounts.

|| This example covers initial loading after sign-in. If Crisp is already loaded, follow the session-reset instructions below before applying another user's profile.

Pass `startSupport()` the context returned by your backend; never include the verification secret in that response.

```javascript
import { Crisp } from "crisp-sdk-web";

Crisp.configure("YOUR_WEBSITE_ID", { autoload: false });

export function startSupport(context) {
  Crisp.setTokenId(context.continuityToken);
  Crisp.user.setEmail(context.email, context.emailSignature);
  Crisp.user.setNickname(context.name);
  Crisp.load();
}

export function resetSupport() {
  Crisp.setTokenId();
  Crisp.session.reset();
}
```

Wire `resetSupport()` into your application's logout, session expiry, and account switching handlers. A session reset detaches the browser from the conversation; it does not delete the conversation stored in Crisp.

> **For developers**
>
> * **Already loaded / SPA** → after setting a new token, call `Crisp.session.reset()` before setting the new user's profile.
> * **Asynchronous responses** → discard delayed responses for a previous login so they cannot reload the previous user's chat.
> * **Multiple tabs** → propagate logout, session expiry, and account changes to every open tab.

If your application supports staff impersonation, do not initialize Crisp with the impersonated customer's continuity token.

Follow the [Web SDK guide](https://docs.crisp.chat/guides/chatbox-sdks/web-sdk/npm/) or your mobile SDK reference, including notification handling after logout.

#### ${color}[#445055](Send only the customer data your team needs)

__Agree on an approved list of fields, such as:__
* **Account type and language** → help agents tailor the reply and route the request
* **Onboarding stage** → identify where a customer needs help
* **App version and platform** → make technical issues easier to investigate
* **An approved support reference** → help authorized agents find the case in your internal tools

Do not request or automatically send passwords, one-time codes, application access tokens, full card numbers, or CVVs through Crisp. Define a handling procedure for sensitive information customers share unexpectedly.

Treat browser-provided fields as context. A value such as `kyc_verified: true` must not authorize a sensitive action; check trusted backend records and your application's permissions.

See [How to automatically push custom data from the chatbox with the Crisp JS SDK](https://help.crisp.chat/en/article/how-to-automatically-push-custom-data-from-the-chatbox-with-the-crisp-js-sdk-1xh7pqk/).

#### ${color}[#445055](Connect support email and define ownership)

Connect your support email to handle email and chat in the same Inbox. Add channels your customers already use, with clear rules about the information agents can discuss there.

Use routing and sub-inboxes to organize requests. Define ownership, support hours, and escalation paths for onboarding, payments, account access, and technical issues, including urgent requests outside those hours.

__Helpful guides:__
* [How to receive emails in Crisp](https://help.crisp.chat/en/article/how-to-receive-emails-in-crisp-2zfgvl/)
* [How to create and manage sub-inboxes in Crisp](https://help.crisp.chat/en/article/how-to-create-and-manage-sub-inboxes-in-crisp-ke3xk7/)

#### ${color}[#445055](Build your knowledge base before expanding automation)

Cover frequent questions about signup, verification, payment timelines, fees, card management, and account recovery. Explain the next action, expected timeframe, and when to contact support.

Train Hugo on approved content and define human handoffs. Start with process explanations and navigation help; direct sensitive actions to your authenticated application and its existing checks.

__Helpful guides:__
* [Getting started with the Crisp Knowledge Base](https://help.crisp.chat/en/article/getting-started-with-the-crisp-knowledge-base-i2tsm1/)
* [Getting started with Hugo AI Agent](https://help.crisp.chat/en/article/getting-started-with-hugo-ai-agent-w6gbux/)
* [How to train Hugo AI Agent on your data](https://help.crisp.chat/en/article/how-to-train-hugo-ai-agent-on-your-data-ijkdrl/)

#### ${color}[#445055](Review access, retention, and connected services)

Review agent permissions, the Data Processing Agreement (DPA), retention and deletion, and data sent to enabled integrations or AI services. Clearing cookies, resetting a session, and deleting server-side records are separate actions.

Use Crisp's [Security Practices](https://docs.crisp.chat/guides/others/security-practices/), [Privacy Statement](https://crisp.chat/en/privacy/), and [sub-processor list](https://crisp.chat/en/sub-processors/) to review the services involved in your setup.

---

# ${color}[#0080dd](Common FinTech workflows)

Once identification and session handling work, prepare support journeys with clear ownership and handoffs.

__Good first workflows include:__
* **Blocked onboarding** → identify the step causing trouble, share the relevant article, and route verification questions to the right team
* **Pending or failed payments** → explain documented timelines and collect only an approved reference for investigation
* **Lost or stolen cards** → direct customers to your authenticated card-freezing flow and your established urgent support process
* **Suspected fraud or account compromise** → escalate through your incident process and guide customers to the appropriate account protection flow
* **Account access and recovery** → explain the recovery process while keeping authentication and identity checks inside your application

Hugo and workflows can explain steps and collect permitted context. Financial operations and sensitive account changes must follow your application's authorization controls.

See [Getting started with Workflows](https://help.crisp.chat/en/article/getting-started-with-workflows-hrmysb/) to build these journeys.

---

# ${color}[#0080dd](Before going live)

Test with separate accounts on the devices and platforms you support.

__Check the following:__
* **Shared device** → sign in as account A, log out, then sign in as account B; account B must never see account A's history
* **Returning user** → verify conversation recovery across web and mobile, and after clearing cookies or using a new browser and signing in again
* **Missing or invalid signature →** in a fresh test session, confirm the email is not marked as verified.
* **Session changes** → test expiry, account switching, multiple tabs, and delayed login responses; a previous account's chat must not reappear
* **Mobile notifications** → check lock-screen previews and delivery after logout or account switching for exposure of the previous user's messages
* **Data and escalation** → check that messages, metadata, events, and logs contain no credentials or verification secrets, and that urgent requests reach the intended team

---

# ${color}[#0080dd](Next steps)

Complete installation and session testing, then expand knowledge, routing, and automation using real support requests.

__Helpful resources to continue:__
* [Getting Started With Crisp for Customer Support](https://help.crisp.chat/en/article/getting-started-with-crisp-for-customer-support-1ts8txn/)
* [Crisp Chatbox SDKs](https://docs.crisp.chat/guides/chatbox-sdks/)
* [Crisp REST API quickstart](https://docs.crisp.chat/guides/rest-api/quickstart/)