This article will guide you step-by-step to get your AI Agent setup and deployed in just minutes.

Hugo is a next-generation AI support agent, fully integrated with Crisp.

While conversational at its core, the AI Agent for customer support goes beyond answering questions. He understands customer intent and context to proactively guide users toward resolution — just like a human support agent.

Built to autonomously handle a large share of incoming conversations, Hugo can also perform real actions through your integrations, such as checking account details, tracking orders, or issuing refunds, always within the rules you define.

By engaging proactively and providing concrete guidance, Hugo helps resolve issues faster and frees up your team to focus on complex cases.

How does Hugo handle conversations

Once Hugo is activated, he will autonomously start handling conversations for you.

Whenever Hugo is handling a conversation, he will route that conversation into a dedicated "Automated" inbox. This provides many benefits:

• Reduced noise into your main/sub inboxes
• Better clarity of conversations currently being handled by Hugo
• A clear view of all conversations deflected by Hugo
• The ability to review them without have to sort, search or filter your conversations
• No unnecessary notifications for your agents, who can stay focused on conversations which matter

Whenever human attention is needed, Hugo will automatically route that conversation back to your main inboxes, and trigger your operator/inbox routing rules as usual for your other conversations.

When does Hugo escalate conversations

Hugo is tasked with handling most of your conversations autonomously, but some of them may require human attention. He is designed to ease escalation processes so that your agents can be as reactive as possible whenever a conversation gets escalated.

There are 3 ways conversations can be escalated from Hugo to a human agent:

• Automated escalation → By enabling setting allowing Hugo to automatically escalate conversations when he doesn't have the answer or the user requests a human
• Situational escalation → By describing situations in which Hugo should directly hand over the conversation to agents
• Manual escalation → By proactively interrupting Hugo and take over a conversation

To get started, head over to Crisp then navigate to AI Agent**

Automated Escalation

You will find these options in AI Agent → Agent → Settings → Auto-Escalation

• Offer human when Hugo can't find an answer
• Automatically escalate when the user is frustrated or asks for a human

Whenever Hugo encounters such scenarios, he will automatically let the user know that an agent will soon take over, and route that conversation to your human-dedicated inboxes.

Situational Escalation

You can also head to *AI Agent → Guidance → Routing** to create routing rules, in order to automatically hand the conversation over to your agents in certain situations.

There, you can describe certain situations, which Hugo will now be on the lookout for whenever handling the conversations. If you select the routing action "Inbox", Hugo will automatically route it to that inbox and let your agents handle it

✔ Example of a good routing prompt:

The customer asks about personalized cookies for events (e.g. weddings, birthdays, corporate gifts, bulk quantities).
Does not apply if the customer asks about the delivery status of their personalized cookies order.

We could then select the routing action Escalate > Inbox "Sales"

Manual Escalation

The Automated inbox isn't restricted to the AI Agent. While this is where Hugo handles your conversations, you and your agents can also access it directly from the interface.

You can open and review conversations as Hugo handle them, at any time.

If you reply to a conversation actively being handled by Hugo, he will interrupt himself and route that conversation to your human-dedicated inboxes, where you can directly continue the conversation yourself.

Updated on: 01/02/2026