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, identification, knowledge, routing, and Hugo.

In this guide:

• FinTech at a glance → support use cases
• Recommended setup → SDKs, identification, data, and team organization
• Common FinTech workflows → journeys to prepare first
• Before going live → checks for conversation access and notifications
• Next steps → further resources

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 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

Recommended setup

Configure your workspace in Crisp, with your development team handling SDK implementation.

Plan requirements: Support email, 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 and Hugo credits and billing.

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 → install crisp-sdk-web; use autoload: false to defer loading until login or any required consent
• iOS SDK → follow the native installation and app configuration steps
• Android SDK → follow the native installation and notification setup
• 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.

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.

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.

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

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.

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

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 or your mobile SDK reference, including notification handling after logout.

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.

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
• How to create and manage sub-inboxes in Crisp

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
• Getting started with Hugo AI Agent
• How to train Hugo AI Agent on your data

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, Privacy Statement, and sub-processor list to review the services involved in your setup.

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 to build these journeys.

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

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
• Crisp Chatbox SDKs
• Crisp REST API quickstart

Updated on: 28/10/2026