Use Crisp Mini to answer support emails and website chats in one Inbox, reuse saved replies, and leave private notes for your teammates.

Start with your support mailbox and a few Message Shortcuts. Once the team can receive and answer requests, try a Message Trigger or test Hugo on a question you answer often.

What Mini adds to your Inbox

Mini includes the Free plan's live chat tools and adds features for handling recurring requests as a team.

Use Mini to:

• Answer support email in Crisp: forward your mailbox into the same Inbox as website chat.
• Reuse Message Shortcuts: insert a saved reply with !, then personalize it before sending.
• Leave private notes: share checks and next steps without sending them to the customer.
• Start proactive chats: show a Message Trigger on a page where visitors often need help.
• Try Hugo AI Agent: use the included AI credits to test answers from your support knowledge.

Set up shared email and reusable replies

Connect the mailbox your team already uses first. Keep it available until you have checked both incoming messages and replies from Crisp.

Connect your support mailbox

Use email forwarding to receive new support emails in Crisp.

Connect and test the mailbox:

1. Copy your Crisp email address from ⚙️ Settings → Workspace Settings → Setup & Integrations → Email.
2. In your mailbox provider, add that address as the forwarding destination and complete any verification.
3. Send a new email from an external address. Find it in Crisp, reply from the Inbox, and confirm that the sender receives it.

If website chat is not installed yet, add the live chat widget and test a visitor message too.

Prepare the team

Invite the teammates who will answer requests. Use private notes to explain the customer's goal, what you checked, and the next action before a handoff.

For example: “Customer cannot find invoice 1042. Billing address checked; please confirm whether it was sent.”

Save your most common replies

Create a few Message Shortcuts, such as asking for an order number or explaining how to find an invoice.

Open Settings → Inbox Settings → Message Shortcuts, add a command and reply, then insert it with ! in a conversation. Adapt the customer's details and next step before sending.

Try a Message Trigger or Hugo

Choose the feature that addresses your next need: a Message Trigger invites a visitor to talk, while Hugo answers a question using the knowledge you provide.

Add one useful proactive message

Open AI Agent → Automate → Message Triggers → New Trigger. Choose Show a message, target a relevant page, and set a delay before it appears.

On a pricing page, try “Need help choosing a plan for your team?” Enable the trigger, click Save Trigger, then check it from a fresh visitor window on that page and on an unrelated page.

Use the Message Triggers guide for targeting options. Review the questions it generates before adding more triggers.

Test Hugo on a documented question

Start with an answer your team already trusts, such as how to update billing details.

Run a first Hugo test:

1. Add and save the question and answer in AI Agent → Train → Questions & Answers.
2. Ask the question in AI Agent → Evaluate → Playground and check the answer's steps.
3. Follow the Hugo setup guide to configure activation and handoff. Test a controlled live conversation that needs a teammate; a Playground answer does not verify that handoff.

Before launch, check AI Agent → Agent → Billing. An Owner can enable pay-as-you-go with an additional-usage limit when available; this is unavailable during a trial. Without available credits, conversations pass to your team. See AI spending controls for the settings and limits.

Explore Essentials for self-service and Workflows

Move on to Essentials when you want customers to find answers in a Knowledge Base, need Workflows to collect information and route requests, or want Analytics to review support activity.

Getting started with Essentials shows where to begin with those features. Compare current inclusions and limits on the pricing page.

Updated on: 02/11/2026