Use Crisp Essentials to publish help articles, collect customer details, route requests, and automate common support tasks.

If email and chat are already connected, start with a Knowledge Base article for a question your team answers often. Then add a Workflow or a dedicated queue where it will save your team a repeated task.

In this article:

• What Essentials adds
• Connect a channel and publish your first answer
• Organize requests and customer details
• Automate one request and review the result
• Explore Plus for connected tools and customer tickets

What Essentials adds

Essentials includes the Mini plan's shared email and chat tools, with more ways to help customers find answers and get requests to the right team.

Start with the feature that meets your need:

• Knowledge Base: publish setup and troubleshooting articles that customers and agents can reuse.
• Workflow Builder: ask structured questions and route a request through a defined process.
• Contacts and Custom Data: give agents account IDs, subscription details, or order information alongside the conversation.
• Sub-inboxes and routing: separate work for teams such as Billing and Support.
• Analytics: review conversation volume, response times, and customer ratings.

Connect a channel and publish your first answer

Use the channel where customers contact you most. If it already works in Crisp, go straight to creating an article your team can share.

Prepare the first customer request:

1. Connect email, WhatsApp, or Instagram using its setup guide. Send a test customer message and reply from Crisp before switching customer traffic.
2. Open 📖 Knowledge Base. If prompted, create your help center with its name and address, then click New Article in the intended language.
3. Write an answer to one repeated question, such as account setup or a common error. Preview it, publish it, and open the public link as a visitor; saving a draft does not publish it.
4. Show your team how to share articles from the Inbox so they can send that answer during a conversation.

Use the Knowledge Base guide to build out categories and more articles as you identify recurring questions.

Organize requests and customer details

Add a queue or a customer field when it changes how someone handles a request. For example, a Billing queue needs someone to pick up its conversations, and an account ID helps that person find the right subscription.

Give each queue an owner

Create a sub-inbox for a team or process that needs its own queue. Decide who can access it and who picks up new requests; routing into a sub-inbox does not assign an operator by itself.

Have agents check their profile, availability, and notifications so incoming requests reach someone ready to answer.

Add the customer information agents need

For an existing customer list, open Contacts → Actions → Import Contact Profiles and map your CSV columns. Try one or two profiles first, including an existing contact if you are updating records.

Include the names you want to keep. A mapped empty custom-data cell deletes the existing value, so inspect the test profiles before importing the full file.

Use Custom Data or an integration for values that change, such as a plan or order status. Choose which system maintains each field; a one-time import will not keep it current.

Automate one request and review the result

Use a Workflow when you need a fixed sequence, such as asking for an issue type and account ID. Use Hugo when you want an answer drawn from your support knowledge.

Build and check the first automation:

1. Start a Workflow in AI Agent → Automate → Workflow Builder, or add Hugo's answer sources in AI Agent → Train.
2. Save the configuration and follow the linked guide to enable it. Test one controlled live request, including a case that needs a person.
3. Confirm that the request reaches the right queue and that the teammate taking over can see the customer's question and collected details.

After the first conversations, use Crisp Analytics to answer a specific question, such as whether billing requests wait longer than other requests. Read a few matching conversations before changing the queue or article, and compare similar reporting periods.

Explore Plus for connected tools and customer tickets

Explore Plus when you want Hugo to retrieve information or perform actions through connected tools, need a Ticket Center where customers can follow ongoing requests, or want custom Analytics dashboards and white labelling.

Getting started with Plus turns those features into setup steps. See the pricing page for the current plan comparison and limits.

Updated on: 02/11/2026